Sarah Hoctor Email & Phone Number

Naperville, Illinois, United States

Chicago, Illinois, United States

• Lead, developed, directly managed an Implementation Team of 2 Project Managers and 3 Implementation Engineers and a Renewals Team of 1 Renewals Contract Administrator and 3 Renewals Team Specialists, and was.
• Recommended and executed functional operational solutions for new and existing contract terms that align with company vision of 93% Customer Retention year over year.
• Implemented streamlined processes to reduce the Implementation Project Timelines from 12 weeks to an average of 6 weeks.
• Managed the Renewals Team that is responsible for $7 Million of annual Renewals.
• Managed the Implementation Team that is responsible for $6 Million of annual Projects
• Functioned as the Project Manager for $2 Million of annual Projects.

• Project Manager for an annual total contract value of $5 Million in projects for various customers
• Managed the implementation of various software that ISI offers, specifically UC Analytics and UC Recording for both on-prem and cloud.
• Used Excel to build and maintain a comprehensive Data Gathering Workbook.
• Used Microsoft Project to create and build Project Plans.
• Communicated updates and provided reports to customers on a daily or weekly basis via email or phone.
• Acted as Project Lead on various internal projects such as the roll out of Salesforce and product feature roll outs.

• Primary point of contact for approximately 35 to 40 Cloud Pro customers for their implementation, training, and on-going support.
• Monitored the customer's logs daily to identify any down systems or other areas of concern.
• Responsible for compiling the monthly billing and submitting the invoices to accounting for distribution.
• Managed the implementation of various software that ISI offers, specifically UC Analytics and UC Recording for both on-prem and cloud.
• Identified cross and up-sell opportunities within the assigned accounts.
• Informed customers of the upcoming product enhancements and provided training.

• Handled all incoming calls and e-mails to Customer Support.
• Ensured all Level 1 discovery requirements were done to open a detailed and thorough support ticket.
• Responsible for creating and maintaining all Level 1 processes and technical documentation.
• Opened support tickets with detailed information and notes to ensure a smooth transition were to occur when a Level 2 Technician took the ticket from the open queue.
• Responsible for filing all customer documentation physically and electronically.
• Managed the billing for Time and Materials support on a weekly basis.