Peter Gambardella Email & Phone Number

Portland, Maine Metropolitan Area

• Oversee 1,100+ implementation projects for Covetrus technology products by managing a department of Technical Delivery Managers, Trainers, Installation Specialists, and Customer Education.
• Responsible for driving value and pull through of multiple technology solutions by developing implementation playbooks that align with both corporate and customer expectations leading to the completion of ~220 projects.
• Collaborate with cross-functional teams, including Sales, Marketing, Service Operations, Technical Support, Product and Engineering, to identify reasons for customer attrition to reduce monthly churn rates from 30% to.
• Monitor implementation performance metrics and provide strategic insights to senior leadership, identifying operational exceptions and resolving issues proactively.
• Lead initiatives to refresh training materials, ensuring customers have long term, self-service resources to support the adoption of newly implemented technologies.
• Developed and implemented customer engagement program to track customer satisfaction and customer effort at various stages of implementation process.

Portland, Maine Metropolitan Area

• Map end-to-end customer lifecycles through discovery workshops and identify as-is state and prioritize most impactful flaws and opportunities.
• Partner cross-functionally to build organizational awareness and improve customer centricity.
• Lead efforts to deepen knowledge of customers by leveraging all sources of customer insights including meeting with customers to better understand current state.
• Serve as strategic advisor for initiatives that impact the customer journey ensuring new or updated customer-impacted processes are in-line with customer experience vision and strategy.

Portland, Maine Metropolitan Area

• Executed Customer Success strategies to meet or exceed renewal targets, mitigate churn, and grow expansion opportunities.
• Attracted, lead, and developed a diverse team of Customer Success Managers, coaching them to uncover and realize their potential, and drive their performance and engagement.
• Developed frameworks and engagement models to optimize customer support, team staffing, and overall customer engagement.
• Collaborated with cross-functional teams to facilitate knowledge sharing, enhance the team’s ability to achieve customer outcomes, and relay customer insights.

Portland, Maine Metropolitan Area

• Responsible for cultivating and maintaining relationships with executive leaders.
• Negotiated contracts to drive profitability and long-term partnerships.
• Established relationships with suppliers to ensure contract discussion and strategy alignment with Strategic Account interfacing partners
• Coordinated involvement of company personnel including Field Sales Organization with regards to targeting, selling, and optimizing pull-through to maximize specific agreements.
• Presented regularly to both Strategic Account/Group and Covetrus executive leadership.

Portland, Maine Metropolitan Area

May 2016 - Feb 2019 as Vets First Choice

• Represented full line of Callaway Golf/Odyssey products that included 15 categories and over 400 individual SKUs with full category distribution in 50% of accounts.
• Created and implemented a monthly travel and call rotation plan for both myself and inside sales partner in order to manage a territory of over 200 customers across Maine, New Hampshire, and Vermont. Plan ensured.
• Effectively managed in-season product launches through email blasts, sales calls, and consumer trial events achieving 100% of target for units sold.
• Created sales and product training seminar to make sure all customers and sales associates were educated on the full line of Callaway products. This allowed for the corporate message to be consistent with all consumer.
• Enhanced and maintained merchandising, positioning, and POS in retail stores resulting in greater sell through. Created secondary location for golf balls along with established PAR levels in biggest retail doors and.
• Created template for consumer trial events so team of Demo Day Representatives could make consumer experience consistent and more efficient. Sales from these events increased by 20% in 2015.

Andover, MA