Manager, Technical Account Managers
CurrentI lead 15 technical account managers to maximize revenue by improving client product usage and building relations. My other responsibility is improving TAM Strategy and Operations.Financial and Client• Exceeded renewal targets by a 200% average over 2 years (+$35M ACV growth on given book) bydeveloping strategic and value delivery skills of direct reports• Increased product utilization on given book by over 36% by setting clear objectives, aligning incentives, and developing tracking tools• Top 10% in customer satisfaction; raised team's Customer Satisfaction Scores (CSAT) from average to 6% above average by reviewing customer feedback and developing the team to target major customer concernsPeople Leadership• Improved team morale from 20% below the Qualtrics average to 28% above by building a positive culture• Sourced 6 of 15 individuals on the team to reinforce the team’s high performance and positive culture• Zero voluntary turnover over from team for entire tenure as a manager• Improved engagement scores for regional TAMs (100+) from average to 13% above average byleading a working group focused on listening and addressing the most important employee concernsBusiness Operations and AI Process Improvement• Post sales AI working group lead, developing strategy and operational AI improvements for a 600-person organization• Piloting language category audits with voice platform that will improve audit process efficiency by 90%• Improved utilization of AI Tech Support Bot, improving overall TAM efficiency by 6.25% within pilot group• Led planning and implementation of a time tracking system for global organization
