Rob Sutherland Email & Phone Number

Boston, Ma, Us

Musicians On Call is a national organization that brings live music to the bedsides and screens of patients in healthcare facilities. By delivering live, in-room and online performances to patients undergoing treatment or unable to leave their beds, we bring the healing power of music to life in a healthcare facility.

Greater Boston Area

• Nurtured relationships and ensured success / satisfaction / subscription renewals for a portfolio of 40+ key clients, including account planning, training, escalations, ROI definition / measurement• Chosen multiple times as Mentor for new CSM colleagues

• Responsible for nurturing relationships and ensuring success, satisfaction and subscription renewals for a portfolio of approximately 75 SMB and Mid-market clients.

•Successfully onboarded over 120 new clients, managing upwards of 25 simultaneous implementation projects including stakeholder identification and management, define and communicate ROI goals and metrics, design and deliver effective training programs.

• Designed and Implemented B2C Virtual Customer Success/Support program for customers of the MyBrainshark “freemium” product and Learning Content Provider program lifecycles• Designed / Delivered live and webinar-based training, created a library of training and support videos , and best practices materials

6-month assignment, Recruited by Director of Product Management – in recognition of my accumulated knowledge and excellent leadership/communications skills.•Managed company’s new ASP/feed/toolkit current awareness product suite from ideation to release.•Delivered the product on-time, saved company $600,000 per year in application hosting fees and vastly improved product stability and customer supportability.•Oversaw migration of approximately 200 clients from third-party hosted widgets to new hosted feeds/APIs.

Increased sales and customer retention through a combination of pre-sales and product implementation consulting. Collaborated closely with prospects, customers, salespeople and various internal departments, beginning with pre-sales and continuing through the entire customer life cycle.• Conducted pre-sales strategy and consulting sessions, setting up demo/pilot customer sites, managed implementations of hosted HTML and .asp services, web services, data feeds and API’s.• Consulted within the needs assessment and early sales cycle to ensure proper positioning of our various service options and delivery platforms• Spearheaded the expansion of the role of the Solutions Team to include systematic knowledge transfer between Product Management, Development, Sales, and Technical Support staff.• Initiated product and best practices training for new sales staff in my districts, including proper needs assessment questions and mapping between customer responses and specific products.

Managed a team of four customer support representatives responsible for all aspects of post-sale customer support for an intranet based newsfeed integration software package, including customer setup consultation, newsfeed delivery setup and daily operations oversight, and technical support.

Sales of workgroup / enterprise-wide news aggregations solutions to medium / large-size businesses• Achieved quota for each of the 3 years in this position.

• Co-authored a business plan and design for an online recruitment advertising and resume database service to job seekers and employers in New England• Designed/implemented successful sales effort, netting over $200k in first-year sales and 30 charter clients including Stride-Rite, Gillette, Fidelity Investments, Sun Microsystems, Serono Labs and Interactive Data. Hired, trained and supervised an additional full-time salesperson.