Robert Stucki Email & Phone Number

Sirius Education Solutions is a Texas-based publisher that focuses exclusively on supplemental TEKS-based instructional materials. Sirius sells print, digital, and blended learning resources for all 20 STAAR-tested courses from grade 3 through End-of-Course (EOC).Responsible for operations functions including Customer Service, Sales Operations, Order Processing, Technical Integration, and Implementation.

Slooh is a turn-key virtual classroom in space giving teachers and students control of a network of online telescopes with an integrated curriculum for 4th grade to college and teacher professional development. Slooh was recently named a finalist for the Bett Awards for Higher Education--Digital Learning Product, and we also won Best of STEM 2021 (affiliated with the NSTA) for Space Science.Leading Customer Success, Sales, Support and Training functions for this start-up ed tech organization. Implementing technology, creating processes for onboarding, adoption, renewal, sales to success hand-off, structure, practices, policy. Partnering with Marketing, Engineering, and Product on external messaging, internal system integration, and product enhancements.- Implemented ChurnZero as new customer success technology platform. - Integrated data between legacy database, ChurnZero and HubSpot.

Led four functional teams: Technical Integration, Sales Operations, Order Entry and Billing. Three manager/director reports, with 26 total team members. - Identified sales effectiveness tools and areas for process improvement. Recommended Salesforce Engagement for adoption.- Engaged in strategic territory planning as key partner for Sales department. Reduced territory planning time by 25% via new reporting tool and streamlined process. - Partnered with Technical Integration Director to increase efficiencies in process. Resulted in reducing request to launch rostering result by 50%, down to 1.8 days, best in company history. - Achieved lowest Days Sales Outstanding and Write Off % in company history by Billing team.- Coordinated with cross-functional teams to identify process gaps and develop solutions. - Cross-functional work resulted in adoption of new semi-automated refund tool to decrease time to completion of key task impacting internal teams and customers. Also improved integration with quoting and tax systems.- With cross-functional team, created new upgraded lead scoring and grading Salesforce workflow, developed and lead training and rollout to Sales.

Lead six functional areas: Professional Learning, Implementation, Customer Service, Order Entry, Billing, and Customer Experience. Four direct manager/director reports, 11 other direct reports. 70+ full time team members and additional 75 seasonal and per diem contractors. - Responsible for first in company history effort of customer experience journey mapping, identifying areas of focus for investment and areas of opportunity. Resulted in creation of new interactive onboarding experience/tool via WalkMe, increasing adoption for new users.- Oversaw significant growth in professional learning services revenue, increasing from $200,000 to $900,000 in 1.5 years. - Scaled customer enablement response through technology, process improvement and staffing, with increase of over 200,000 new users in 2020. Efforts resulted in NPS scores of 60 or higher, CSAT scores of 90%, Net Renewal Rate achievement of 93% to 118%, while maintaining ARR through 2021-2022. - Key leader/stakeholder in transition of support channel to chat as primary, and adoption of Intercom technology.- Collaborated with Engineering team to create improved Auto Rostering mechanisms, increasing accounts served to over 1,000 and decreasing time from requst to launch from 14 days to 5 days.

Tucson, Arizona Area

Led three functional areas: Professional Learning, Implementation, and Customer Service. Three direct manager/director reports, with 50+ team members and additional 75 seasonal and per diem contractors. - Promoted to lead expansion of Customer Success division. - Increased Professional Learning events delivered and increased accounts receiving services year over year. - Increased accounts utilizing rostering services more than 200%, from 125 accounts to 275. - Implemented new Support CRM tool, Service Cloud.- Created new internal support request mechanisms and ticketing systems in Salesforce/Service Cloud. This eliminated silos, increased visibility to customer activity for Sales and Success teams, and response time on internal tickets improved by 15%. - Implemented Salesforce Digital Engagement suite and Chat as support channel (in addition to phone and email). - Implemented new CSM Tool: Gainsight. Operationalized customer success/implementation playbooks, tasks.

Tucson, Arizona Area

Led nine functional areas: Sales Operations, Implementation, Professional Learning, Customer Service, Order Entry, Sales Enablement, Grants/Funding, Salesforce Admin/Development, and RFP Response. Three direct manager reports, four direct professional employee reports, 40+ total team members and 60 additional seasonal and per diem contractors. - Promoted to lead new initiative and creation of new division in company, including Customer Success and Sales Enablement efforts. - Responsible for annual sales planning efforts including territory planning, quota determination, compensation. - Responsible for all CRM (Salesforce.com) development related to Sales. - Created full time Sales Enablement position to lead internal training efforts. - Investigated, tested, and oversaw implementation all Sales Efficiency tools. - Implemented innovative technologies to increase sales performance and efficiencies: Conversica, Clearslide. - Expanded and refined mission of Sales Operations team. - Expanded Implementation and Professional Development teams; increased professional development and rostering services provided year over year; contributing significantly to new, expansion and renewal sales efforts. - Exceeded expected service levels during extreme increase in business during fall/winter months in back to back years. - Awarded Founder's Award for outstanding support of Sales department in 2017.• Exceeded expected service levels during extreme increase in business during fall/winter months in back to back years.

Tucson, Arizona Area

Led and developed Inside Sales Department. Department consisted of four sales teams, with specialized responsibility based on size of account, order, and field sales ownership. Four direct manager reports, 40+ team members. - Achieved above goal performance, exceeding aggressive annual sales goal at 111%. - Created new team with specialized lead follow-up and small order size responsibilities. Increased small order size by 250% over same category from prior years. - Hired or promoted three new managers. Mentored and coached to help continue high level of performance historically achieved.- Partnered with VP of Sales in annual sales planning including territory planning, quota creation, and headcount planning.

Tucson, Arizona Area

Led team of 13 inside sales executives focused on renewal, expansion, and new business growth to consistent achievement and sales expectations. - Responsible for all recruiting, hiring, training, coaching, and development of sales team.- Exceeded annual sales target every year, achieving 114% goal achievement and doubling revenue from prior year in first year. 118% goal achievement in final year. - Revenues generated increased consistently year over year. Average order size increased each year. - Designed and implemented recruiting procedures, new employee training, and ongoing coaching and training programs. - Designed and instituted career path. - Designed and implemented lead scoring and workflow process. Utilized by company for 12 years. - Earned Sales Manager of the Year Award for 2014.

San Antonio, Texas Area

Led team of eight Inside Sales Representatives, engaged in inbound and outbound campaigns selling durable medical equipment to individuals with mobility limitations. - Developed sales teams by creating a positive environment of accountability and encouragement. - Coached to improved performance by implementing a disciplined approach to daily pipeline and workload management strategies. - Established daily and monthly goals and provided awareness to attainment of key performance metrics. - Motivated through positive reinforcement and provided one on one coaching and training to ensure execution of effective sales techniques and compliance to processes, policies and procedures.

San Antonio, Texas Metropolitan Area

Led team of 22 sales professionals involved in Lead Rescue and Accessory Sales.- Team achieved all-time high in lead generations for department in 2nd quarter of 2008.- Team achieved all-time monthly high in lead generations for department in January 2009, and subsequently a new record in February.

Provo, Utah, United States

Launched a new B2B research department in an international location for a $50 million market research data collection company. Recruited and hired new manager. Trained initial employees and supervisory staff. Created standardized training program and materials for continued use. Led call centers with 450 workstations in five operating locations for the #1 field service company in the industry. Supervised five managers and a staff of 700. Planned and expanded operational capacity of division. Created two new departments, including selection and training of management, as well as implementation of company policy and procedures. Developed and implemented plans to improve operating efficiency and productivity in off-shore facility. RESULTS: Exceeded annual financial targets by 30%, with profits for division in excess of $1.4 million. Off-shore department increased productivity by 10% and reduced employee absenteeism by 5%.