Randy Marks Email & Phone Number

At Motorola Solutions, I managed more than 150 key client accounts generating $10M in revenue, with operations including customer adoption of currently owned products, proactive and prescriptive customer engagement, and customer relationship development and maintenance. Orchestrated Executive Business Reviews, and developed Success Plans, as well as executing maintenance renewals and seeding up sale opportunities. Evaluated Customer Health and Adoption metrics and performed analysis to determine segmentation and inform customer interactions. • Achieved customer retention rate of 96% and maintenance renewal rate of over 95%, through customer relationship development and encouragement of the company's largest and most influential partners.• Headed a senior management team that created customer segmentation criteria, to be used in determining the level of services to be delivered to a specific client, allowing for the focus of resources on the organization’s most valuable customers.• Implemented the Customer Success model (Land, Adopt, Expand, Renew) at Motorola, as part of a transition away from a traditional reactive client services approach.• Part of the team that evaluated, acquired, and implemented, the Gainsight Customer Success Software platform.• Served every year on the planning committee and acted as one of the main hosts for the annual Summit national user conference (roughly 2000 attendees), held in rotating cities across the country.

As the Client Relations- Account Manager at Spillman Technologies, I directed post-sales support for 85 key client accounts yielding $5M in revenue. Oversaw customer communication to drive product and service satisfaction from C-Level to System Administrators. Orchestrated strategic software implementation projects for multi-state accounts. Negotiated price and terms post-sales and service level agreements for deliverables and services. Informed partners on research solutions, risk mitigation, and issue resolution using internal processes and project management expertise. Executed events for on-site and remote regional user group meetings, overseeing partner hosts, conference facilities, accommodations, trainers, speakers, promotional materials, and registration. Collaborated with Criminal Justice Department on system accessibility and security requirements compliance for each state. • Produced consistent high customer satisfaction levels (Net Promoter Scores of above 60 for each year that it was measured, 2000-2017).• Salvaged client relationship with Pima Country Sherriff’s Office, account yielding more than $500K annually, through significant client communication and relationship development, identification of product feature gaps, and collaboration with development team to ensure all client needs were met. • Helped lead the effort of the Customer facing team at Spillman Technologies, through being acquired by Motorola Solutions, to successfully transition the customer partners to new processes and ways of doing business (zero customers lost during, or because of, the acquisition).