Chad Steiner Email & Phone Number

Fort Myers, Florida, United States

United States

Fort Myers, Florida, United States

Fort Myers, Florida

Selected to define, deploy and manage global service business processes for reengineering/rebranding marketing insights division. Lead, coach and develop a global service team of nine in England and the U.S. interfacing, engaging and supporting customers and sales teams in North America and EMEA. Direct accountability for client services management, client retention and enabling global sales teams. Coach service team in client management, resource delivery and meeting client expectations. Collaborate with sister companies (hCEB, L2, Icono) to develop and implement Gartner business processes, technologies and models. Conduct formal and informal training courses in Gartner processes, models and technologies. Led service process definition and management for this high-profile, redevelopment and growth initiative. Created refined service processes, infrastructure, metrics and KPIs to develop an agile, scalable client services organization. Operated across the enterprise to build partnerships, alignment and trust. Built improved partnerships with sales teams to close service gaps and improve renewal rates and sales opportunities.

Fort Myers, Florida Area

Senior client manager and partner interfacing with top Department of Defense (DoD) leaders in advisory, strategic business development, client relations and problem resolution capacities. Concurrently filledd leadership role in department supporting short and long-range sector business planning. Built multilevel relationships with key contacts to understand business and operational needs, identify internal and external resource requirements and manage solutions throughout lifecycle. Partnered with client senior leaders to analyze business, operations and opportunities to identify future state; drove joint business planning with clients and sales enablement internally. SME for DoD account management, processes, standards, security and client management. Trained, coached and supported internal teams in DoD sector client management, communications and goal setting. Redeveloped and improved business resources, communications and strategic planning to better meet DoD client needs and requirements.Led internal task force/strategy team to develop government sector business unit’s offerings, engagement management, strategy and staff competency targeting long-term growth. Developed training modules and curriculum in DoD sector business development and client management. Cultivated and developed senior executive relationships positioning Gartner as a strategic business partner; developed joint business planning partnerships at the senior executive level.

Fort Myers, Florida

Accountable for new business development, account management and solution delivery oversight targeting North American corporate accounts across industries for this leading global information technology research and advisory company delivering technology-related insight to small to large corporations across industries.Directly managed account relationships at the corporate level (C, VP, D); performed prospecting in Northwest Canadian territory. Developed new relationships at corporate senior leadership levels within business, IT, finance and consumer insights; positioned Gartner as a strategic business partner to design, present and close custom business intelligence, analytics and strategic data management solutions. Identified and led new business, upselling and cross-selling opportunities; partnered with technical SMEs and Gartner business units to develop and close total solutions. Led strategic business planning for accounts, as well as day-to-day customer support and problem resolution focused on expanding footprint and solutions/services delivery. Effectively managed and developed relationships with multiple leadership levels in national accounts in various verticals (manufacturing, retail/ecommerce, transportation, energy/utility, NPO) consistently exceeding goals for retention and usage.Employed new account management strategies to align Gartner with key accounts; built new relationships at multiple organizational levels to improve footprint and position company for long-term growth.Focused account management and client services strategy on executive levels and key decision makers to build trust and add value to every conversation in order to position Gartner as a critical, strategic business partner. Managed client quarterly business reviews and executed long term account strategy to maximum revenue, profit, client engagement, executive alignment and cross-sell opportunities. Directed contract negotiations for new/existing business.

Turnaround specialist transferring to multiple stores in sales and operations management to drive improvement in top/bottom line performance, commercial and consumer sales (equipment, services, support), staff engagement and operations (inventory, logistics, quality, customer satisfaction, shrink, risk, compliance). Reported to district leadership, as well as general manager as needed. Member of Development & Integration Program (high-potential, fast track leadership development program).Strategic sales, client services and P&L accountability for Geek Squad (IT hardware, software, equipment, services sales & support), Magnolia (high-end commercial & consumer audio/visual), appliances and general sales floor. Developed strategic sales/customer service processes, consultative sales methodologies, sales tools, technical product training and incentives to support front-line and in-home sales personnel in engaging new and existing clients, increasing close ratio and developing new business. Led sales strategy development and execution: short/long range business and sales planning, sales training, new product introductions, expense/budget management and sales plan development.Led performance re-engineering in operations and sales at Estero store: implemented new staff accountability standards, as well as training and coaching; performance managed bottom performers; launched new standardized processes, lead generation strategies, sales goals and incentives to improve ranking from #700 nationally (out of 1100 stores) to #7 in FY 2014 in all key metrics (sales revenue, cross sell, services sales, customer service, staffing).Grew revenue comp by 8.6% and achieved 112.26% of margin goal and 122.39% of solutions goal in first year. Achieved highest territory sales performance for Geek Squad services sales, FY 2013.

Member of leadership team managing budgeting, staffing, sales, operations and strategic planning for up to $60 million in commercial and consumer sales with a total staff exceeding 160 supervisory, sales and customer service personnel.Recruited, coached, trained and developed supervisory, team lead and operational personnel with direct accountability for multiple front and back office departments (merchandising, logistics, inventory, accounting, cashier, guest services, payroll, HR). Direct responsibility for customer service, inventory control, forecasting, labor scheduling, safety, planograms, mark-down liabilities, signage, promotions and staff development. Prepared individualized department sales reports. Facilitated weekly department sales and operations meetings. Performed budget, sales and marketing analyses. Served as Interim GM in Q3 in 2014 and achieved #7 ranking in district for P&L performance. Improved customer service index performance from 80.9% to 92.3% in first year. Achieved most improved store in district for employee satisfaction (from 54% to 71%).Transitioned to Naples store in 2009: increased store ranking to #10 out of 1200 stores. Recruited new talent and improved training delivering rapid improvement in all core sales metrics: Grew net operating profit performance by 14.39%, margin by 16.6% and revenue comp by 12.89%. Reduced margin erosion by .89% and turnover by 47%; achieved 98% SG&A for 2009.Promoted to district specialty coach (2010-2014): trained, coached and mentored all new and underperforming managers in district, as well as supported district and regional leadership in development and piloting of new branding, sales, training and customer loyalty programs.

Chicago, Illinois

Hands-on management of operations for this high volume restaurant and lounge in Chicago Loop, including staffing, marketing, payroll, inventory management, safety, security, purchasing, vendor relations and commercial business development (meeting, banquets). Conceptualized, developed, implemented and evaluated sales, operational, staffing and promotional programs and initiatives to increase sales, quality, customer service, cost controls and compliance. Launched new operational, workflow, sales and management training initiatives, which improved total performance in profitability, guest index, turnover, sales and operating, labor, food and liquor cost ratios in less than six months.Reduced turnover from 124% to 80%. Promoted three hourly employees into supervisory roles.Trained, mentored and supported servers and service team members in increasing check average, developing new product conversations and increasing product knowledge with overall bottom line goal of refining guest experience. Consistently exceeded goals in labor optimization delivering the highest level of quality service while limiting overtime.

Greater Chicago Area

Full P&L, operational, sales, client relations and budgetary responsibility for a commercial and consumer packing, shipping and business services retail location; recruited, hired, trained and developed a team of up to 40 leadership and operational personnel. Developed assistant store managers to lead day-to-day operations; led outside sales, business development and commercial account management calling on small to mid-sized businesses and organizations to establish sales channels. Managed business development, inventory, technical support and contracts, as well as branch administration (i.e., budgets, reporting, accounting, purchasing, human resources, finance and policy/procedure development). Delivered 5-10% sales growth year over year in a highly competitive, saturated market.Closed several high-volume accounts, including Children’s Memorial and Northwest Suburban Chamber of Commerce. Built top performing team; exceeded staff retention goal quarterly; promoted six associates and team leaders.

Greater Chicago Area

Promoted from sales rep to store manager in six months; transitioned to multiple locations in turnaround roles, including urban and suburban locations, as well as a district training store. Managed large teams of up to 40 inside/outside sales representatives and support staff. Developed and launched sales, marketing, community relations and business development programs targeting small to large corporate accounts for hardware, voice, data and services solutions. Achieved consistent success in turning around underperforming, struggling stores; recruited new talent, improved training/staff engagement and developed/launched new sales, workflow and commercial account follow-up procedures and standards to drive top and bottom line performance and improve market share.Developed standardized operating procedures and goals; completed corporate audit with highest score in region.