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 responsible for managing resource allocation, team capacity, forecasting and financial results. • 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. • Managed customer escalations and complex technical issues both internal and external. • Implemented weekly Kan Ban style meetings at the team level as well as individual. • As a core member of the Customer Success leadership team, help to grow, develop, and mature a critical front-line function at a premier Cloud company. • Work with cross-functional counterparts to evolve our solution offerings, mature our industry-leading SQL software, fine-tune our go-to-market motion, and improve the overall customer experience. • Train and mentor team members in to top performing employees, who partner with our customers to strategically maximize the value they get from ISI's solutions. • Evaluate the performance of individual team members and provide direct and actionable feedback. • Communicate team impact and results to key stakeholders across ISI and function as an advocate for the team.

• 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. • Collaborated with cross-functional teams across disciplines such as Sales, Product Delivery and Management, Business Intelligence and Training and adoption • Responsible for creating and communicating the bi-weekly and monthly Customer Success Department reports for the VP of Customer Success.

• 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. • Collaborated with cross-functional teams on support tickets, as well has feature requests and process enhancements. • Responsible for creating and communicating the bi-weekly and monthly Customer Success Department reports for the VP of Customer Success.

• 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. • Collaborated with cross-functional teams on support ticket to expand my knowledge on our provided products as well as ensure a positive outcome for the customer. • Responsible for creating and communicating the First Level bi-weekly and monthly reports to the VP of Customer Success.