Sheldon Smith Email & Phone Number

• Identify and implement new solutions to address market opportunities. • Maximize revenue of existing product portfolios.• Provide marketplace thought leadership back to the organization.• Present new ideas and opportunities internally to executive staff.• Architects and executes a comprehensive go to market plan in coordination with key functional teams.

• Identify requirements and potential for new products including market share, and revenue. Work with Design Analysts and development to refine, develop and deliver new products. Work with development to identify technological challenges and new product feasibility. Prepare product concept proposals and life-cycle plans for potential new products.• Responsible for all product marketing issues (product plans, positioning, pricing. Establish & maintain a product pricing structure that optimizes market share and revenue. Provide leadership to resolve product, quality or availability problems. Work with Sales & Marketing to develop an annual sales/marketing plan (programs, PR etc.)• Understand market trends, anticipate competitive threats and make adjustments in product plans. Work with Sales/Marketing to understand customer purchase process and usage patterns. Work with Technical Support to identify support implications and training requirements.

• Promoted to Customer Relationship Manager while maintaining responsibilities of Customer Support Supervisor. Accountable for maximizing customer satisfaction and increasing overall customer loyalty. Interface with customers and business partners to facilitate resolution of case escalations. • Solicit feedback on products and services. Develop and implement processes to capture, trend and analyze customer feedback that identify key areas of opportunity. Provide recommendations for process and product changes that will ultimately lead to improving customer satisfaction and loyalty ratings.

Herndon, Va

• Monitor and evaluate performance of the Customer Support team. Provide guidance, counseling, direction and management to Analyst I, II and Seniors. Work with management team on strategic plans and initiatives. • Participates in quarterly and annual planning to ensure personnel resources and assignments are adequate to achieve service level goals. • Exceed organizational goals with regard to queue time, resolution rates and overall customer satisfaction. Have received exceptional scores in all areas and currently supervise organization’s most effective and efficient customer support team.