Spencer Knapp Email & Phone Number

Dallas, TX, US

Redmond, Washington, US

Armonk, New York, NY, US

• Hired and manage a team of 8 CSMs - 6 in the US & 2 in LA
• Led strategy and execution of management of a portfolio of 300+ Commercial customers
• Coach and mentor my team on customer success best practices (growth, retention, defection planning) to identify and deploy use cases in IBM Cloud
• Collaborate with Marketing and the Chief Analytics Office on growth and retention campaigns, and to better use data to drive prioritization

Armonk, New York, NY, US

• Managed large Canadian financial accounts.
• Facilitated the penetration of key accounts via strategic planning initiatives.
• Established collaborative relationships with customer C-suite, VP’s and Directors, monitored metrics, and developed actionable insights to improve efficiency and performance.
• Played an instrumental role in engineering customer experience satisfaction by working with operational teams to correctly resolve service issues.
• Influenced and delivered expert support, understood clients’ business value strategy, and drive alignment between their objectives and IBM capabilities.Achievements:
• Built education plan for worldwide CSM organization in 2019 to train consistent skills.

Armonk, New York, NY, US

• Collaboratively planned with clients to align SoftLayer/IBM capabilities with client business priorities and projects.
• Built relationships from developers to the C-Suite to secure buy-in from all necessary parties.
• Led customer-facing interactions with cross-functional teams and other stakeholders through incident management, problem resolution, and sales processes.
• Articulated and negotiated contracts, explaining business concepts and offerings to clients in easily understandable terms.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Effectively provided counsel and advised SoftLayer and the IBM Cloud benefits in adopting cloud services and cloud migration.

London, GB

• Liaised with One Young World Ambassadors across the Western United States.
• Gathered information and media on youth activities and initiatives.
• Assisted One Young World in defining the topics to be covered at the 2014 Summit.
• Commissioned and delivered blog articles written by local Ambassadors.
• Coordinated events and encouraged local Ambassadors to attend.

Houston, Texas, US

• Actively and confidently elevated account management by building and establishing relationships with new logo clients in Consumer Industries.
• Secured and developed a deep understanding of client business issues and translated into IT initiatives to provide effective customer solutions.
• Leveraged strategic planning to penetrate key accounts and to lead cross- functional teams, nurturing impactful relationships with customers to cultivate loyalty.
• Liaised with customers and led the full Enterprise Services portfolio.

Houston, Texas, US

• Cooperated with product owners and enterprise architects to understand requirements and Covered Consumer, Retail, and Transportation industry verticals.
• Performed data analysis and led cloud sales strategies for assigned accounts.
• Worked on early-stage technical solution qualifications of managed cloud pursuits.
• Answerable with Managed Cloud and traditional ITO portfolios.

Houston, Texas, US

• Performed as the Team Lead and Trainer for Enterprise Cloud Services Sales Assist team, ensuring adaptability in a constantly changing environment.
• Successfully worked across all industry verticals in the United States, delivering and securing customer requirements.
• Accountable for the implementation of initiatives to improve overall performance.

Houston, Texas, US

• Selected to join Enterprise Services Inside Sales pilot program
• Aligned by industry vertical (Manufacturing, Industrial, and Energy)
• Worked with installed base accounts to transition them from competitor technology to increase HP spend
• Was responsible for the full portfolio of Enterprise Services - Infrastructure Technology Outsourcing (ITO), Applications, and Business Process Outsourcing (BPO)

Houston, Texas, US

• Worked with partners and resellers in my territory to assist in selling a more complete HP solution
• Worked with field sales, solution architects, and proposal teams in my territory to configure and deliver HP solutions
• Was single point of contact for customers regarding order escalation, delivery, pricing modification, and other sales related issues

Bachelor Of Arts (B.A.)

Education record