Shilo Thomas Email & Phone Number

Santa Clara, California, Us

Austin, Texas, Us

Responsible for leading the development and execution of a market and competitive intelligence program to increase brand value and inform strategic decision-making by identifying emerging market trends, collecting market and competitor data, facilitating win/loss analyses, and developing compelling competitive collateral to inform product development, GTM strategy, and sales velocity.

Austin, Texas, Us

Technical and functional expert on Oracle CRM/CX Cloud Applications for prospective and current customers and internal teams by delivering tailored demonstrations and presentations to showcase product value, liaising with product management to communicate customer needs, and cultivating strategic partnerships and alliances to drive business.

Austin, Texas, Us

Guided customers in successful deployment of Oracle’s SaaS/cloud applications to achieve positive customer cross-channel experiences, demonstrating product features and functionality, communicating product enhancements, sharing best practices, capturing customer business goals and success criteria, and developing/executing/managing strategic account plans.

Bozeman, Mt, Us

Guide clients in providing outstanding customer experience by infusing best practices and industry expertise. Serve as a strategic and trusted advisor to develop long-term partnerships. Capture client business goals and objectives; align solutions to strategy; develop a product roadmap; and identify expansion strategies. Educate clients on the full value of their investment by continually measuring and analyzing key performance indicators (e.g., OSAT, ROI) and documenting client gains in efficiency and effectiveness. Deliver client-facing product demonstrations and sharing of use cases. Maintain a high level of client satisfaction by serving as a technical liaison and acting as the high-level point of escalation for all client concerns. Serve as a client advocate to internal teams, communicating product needs and/or requirements critical to their success. Facilitate virtual team relationships to further strengthen RightNow’s partnership with clients. Deliver strategic business reviews to executive (C-Level, SVP, VP) and operational teams (call center, marketing, IT). Develop and drive strategic account plans. Participate in company-sponsored and industry events such as IDGA and IQPC as well as User Groups.

Directed the development of integrated and consumer-focused marketing programs. Defined call center channel strategies, objectives, and deliverables consistent with client goals. Designed call flows and draft scripts. Partnered with internal teams to ensure proper data collection, special offer, and response device integration. Managed and analyzed DRTV campaigns with 3rd-party media partners. Created call center plans to support direct response. Lead channel reporting initiatives. Tracked marketing and customer trends. Developed POV documents, strategic and operational recommendations, and client presentations. Built and maintain partner relationships. Established program timelines, budgeting, and metrics. Oversaw all RFP process phases, including vendor evaluation through program implementation.Pharmaceuticals Industry

Oversaw program development and implemented call center marketing initiatives. Managed vendor relationships including testing and quality assurance, performance measurements and facilitated monthly roundtables to capture program feedback. Supervised the analysis and publishing of call center channel reports. Developed and delivered training programs and materials.Pharmaceuticals

Established and managed relationships with Fortune 500 customers. Served as the primary liaison with outsourced partners. Maintained comprehensive knowledge of new services and internal technologies. Developed call scripts for customer service, retention, winback and telesales initiatives for automotive, media and cable customers. Captured and measured customer satisfaction, analyzed campaign performance, and presented results and variances in regular business reviews. Developed, executed and managed account strategy plans. Applied ISO 9001 and Six Sigma methodologies to business processes.