AgentSync builds modern insurance infrastructure that connects carriers, agencies, MGAs, and producers. Our solutions create onboarding, licensing, and appointing processes insurers, producers, and agents love while ensuring growth and compliance never compete.

Recruited by Remote Learner to serve as the company’s first Customer Success expert; challenged to improve upon dismal double-digit customer attrition rates due in part to systemic client engagement challenges.▪ Immediately evaluated the internal landscape; assessed market competition, reviewed client satisfaction analytics, and met with internal stakeholders to gain a better understanding of operational impediments.▪ Devised short-, mid-, and long-term strategies associated with enterprise reporting, post-sales processes, workflow optimization, communications, and strategic account planning-- efforts that have since propelled customer retention rates to 96% through Q3 ’17.▪ Fostered positive and collaborative working relationships with CSMs, Solution Architects, Product Designers, and Site Developers to align program optimization activity and establish client engagement best-practices.▪ In process of developing a customer engagement playbook with an ultimate focus on creating client benchmarks, success stories, and true-use cases.▪ Coach and counsel CSMs on customer engagement practices including the importance of client meeting cadence and actual vs. strategic client value. Additionally, promote continual product review and site recommendations as well as full-cycle customer satisfaction surveying.▪ Support internal team members undergoing transition due to an enterprise shift to a managed services model; providing advisement on tactics to further client’s understanding on hour-use planning and ways in which to leverage existing system reporting solutions.▪ Develop action-oriented annual and multi-year program strategies for U.S.-based accounts representing $1.25M in annualized revenue; anticipating needs and adapting strategic plans for clients such as Precor, Ashley Fine Furniture, Missouri Department of Mental Health, Saint Mary's College, and ASM America.

Hand-selected to oversee the conceptualization, development, and implementation of sales operations and service strategies for Lighthouse during the initial startup phase of the organization.▪ Assumed ownership over the company’s customer satisfaction and retention program and directed the development of client success, client, onboarding, customer communications, and strategic account planning initiatives.▪ Oversaw a 4-month, $45K CRM implementation and marketing automation project through HubSpot that incorporated documented processes and procedures to establish organizational governance. Vetted several automation providers, presented recommendations, and managed the project lifecycle from concept to completion with a core focus on email marketing and landing page strategies.▪ Actively collaborated with existing marketing partners to increase customer outreach and lead gen initiatives utilizing Google, HubSpot, and Unbounce.▪ Conceptualized and co-developed an e-commerce sales solution that triggered internal website activity to include customer shell creation, user account generation, and billing confirmations.m: 206.291.7238 | mwill20@gmail.com | www.linkedin.com/in/morganwill▪ Developed and deployed aggressive email, webinar invites, and blogging campaigns that generated new interest and converted over 13% of cold prospects to warm.▪ Co-built and implemented new billing protocols to include a $3.95 minimum conference fee that directly led to an $18K increase in monthly incremental revenue.▪ Performed a comprehensive billing audit to identify and remediate invoicing issues; a project that ultimately uncovered over $40K in total revenue.

Managed a $2.4M account portfolio comprised of 58 high-profile domestic and international clients including Southwest Airlines, Travelocity, Expedia, Ulta, and Match.com.▪ Oversaw client onboarding and operational development initiatives; effectively transitioning accounts from AEs by performing comprehensive market planning, initiating user setup and training, conducting initial deliverability analytics, and establishing technical support contacts.▪ Interviewed for and won the highly-competitive role of Professional Services Liaison; a yearly appointment that focused solely on examining and heightening the overall client experience.▪ Routinely met with key clients; assessed, analyzed, and identified areas for improvement. Additionally, partnered with cross-functional leads bi-weekly to build-out individual client solution scopes based on data gained.▪ Contributed towards the generation of success stories that were utilized by Relationship Managers enterprise-wide to best demonstrate the company’s commitment to customizing the client experience.▪ Introduced, advocated for, and implemented the new concept of “white spacing”; a strategy that leveraged Salesforce analytics to identify product/solution gaps for key prospects while furthering the sales team’s capabilities to close deals.

Initially hired to serve as an Account Manager and charged with overseeing the management of key accounts by expertly advising partners on targeted lead gen strategies (2011-2013).▪ Promoted to manage enterprise-level revenue diversification initiatives; concurrently, overseeing the evaluation, development, and implementation of ecommerce, sales ops, and high-level account management for partners external to the core digital services business.▪ Developed and launched new partner onboarding processes for some of the company’s largest accounts to include ADT, Best Buy, Florida Power and Light, Constellation Energy, and Solar City.▪ Managed project budgets and resources for programs that generated over $1.2M in incremental revenue per year; directing cross-functional project teams ranging in size from three to 12 staff members.▪ Developed a new call center structure for Best Buy’s Geek Squad that enhanced the subsidiary’s direct sales and call transfer program and increased their lead conversions by 5% daily.▪ Optimized customer engagement while driving incremental revenue through the introduction and implementation of order processing fees across all eligible partner programs resulting in additional incremental revenue of $350K per year and one-time activation revenue in excess of $600K+.▪ Managed three large-scale, highly-complex API integration projects for Frontier Communications, ADT, and Constellation Energy; each requiring extensive development work and partner-initiated marketing brand coordination. Efforts dramatically elevated conversion rates upwards of 80% and solidified profitable partnerships in excess of $2M.

Manage relationships with nation's top telecommunications companies as a member of their Alternate ChannelsImplementation and management of new projects, programs, and buy-flow processesProactively manage Provider brands throughout diverse Channel and marketing effortsContinually strive to create an optimal sales environment for Provider partners2012 Rookie of the Year nominee

Affinity VideoNet is the global leader is video communications services. We have had long standing relationships with market leaders in the executive search, technology, manufacturing, retail, and legal industries for over 20 years.