As an experienced enterprise (Fortune 1000) CCaaS Customer Success Manager, I am dedicated to helping global brands maximize the potential of their contact center solutions. With over 20 years in customer success, sales and solution engineering and a deep understanding of contact center technology and operations platforms.I partner with enterprise organizations across many industries including hospitality, healthcare, franchised, fast casual chains as well was specialty SaaS professional services companies. I ensure we achieve measurable success through proactive engagement, strategic insights, and personalized support.

As a Senior Sales Engineer, I was part of a high performing group whose primary focus was selling into large, enterprise accounts within the hospitality industry. Strategic discovery around business challenges, tailored product demonstrations and comprehensive solution scoping are key proficiencies. Led effective inter-departmental communication and collaboration with product development and product marketing teams. Clinched the largest deal of the year at $500,000+ by working in tandem with sales executives to focus on creating solutions that met complex and difficult customer requirements that demonstrated how solutions would differentiate them from their competitors, drive new incremental revenue and achieve greater efficiencies.Activated network of upper-level decision makers using Challenger framework to craft compelling messaging and presentations that demonstrated how company products were best fit to help them achieve target goals. Extensive experience in the hotel and travel industries with CX, CCaaS, and CRM platforms.

As a System Consultant, I was focused on helping existing clients leverage new NAVIS solutions to solve challenges within their business and drive more leisure revenue. Core competencies include pipe generation, outreach, networking, discovery, product demonstrations, contract, negotiation and closing. Consistently met pipe generation and quota goals in a challenging selling environment.

As a sales engineer, I partnered with the sales team in solving complex deal challenges where deep product knowledge, API integrations and product enhancements were required for client success.

As Director of Client Success, my primary mission was to thoughtfully and intentionally fulfill the often forgotten aspects of client and partner relationships. Going beyond account management and into the preemptive and proactive territory of knowing my customer intimately was my chief focus, regardless of whether they are past, current or a future client.

I led a team of consultative, client focused account managers towards sustainable, long term business relationships. Client intimacy and operational entanglement were our hallmark strategies. We achieved 97% retention of our clients during my management tenure, while incrementally increasing their top line sales annually by helping them leverage a proven reservation sales and marketing system.

As a Customer Success Strategist I was primarily responsible for building and maintaining sustainable client relationships. This was accomplished by aligning product solutions, technology and best practices with client's business revenue goals to retain our client for life. Customer intimacy and integration of NAVIS services was the core strategic focus. I also gained valuable public speaking experience, change management strategies and the ability to affect a positive outcome in a challenging business environment.

I fulfilled a sales and marketing management role for a nature-based guide and destination management company in Bend, Oregon.Sales activities include inside sales, group sales and outside sales to hospitality and tourism industry partners in Central Oregon. Marketing duties includes overall strategy, budgetary control, CRM management, e-marketing campaigns, design of marketing collateral, marketing vendors, paid digital advertising, trade-show organization and support of cooperative marketing partnerships. Experience with HTML, and CMS platforms.

I was the consultant, advisor and key point of contact for the development and maintenance for the company’s GSA contract. Primary consulting responsibilities included contract modifications, additions and deletions. Other responsibilities included, understanding Federal Government contract policy, in relation to updates and changes made to the Federal Acquisition Regulation. Managed two GSA contracts.

I managed and cultivated large-volume international distribution accounts for the commercial products division in the portable digital data-video projector product category.I increased international sales in 2001-2002 by 100%, achieving $5.5 million in total sales. Successfully developed and maintained sales efforts with key international distributor accounts in Mexico, Canada and Latin America resulting in 20% of total company revenue.