Steve Joos Email & Phone Number

Greater Salt Lake City Area

Responsible for all aspects of the client relationship from new client to loyal partner. Manage the relationships for over 100 of Questionmark’s valued clients. • Post-sale implementation, on-boarding, and training of enterprise solutions • Drive customer satisfaction and engagement through proactive touch points• Educate and train industry best practices and new product features• Advocate for clients with product development teams • Manage contract renewals with focus on cross-sell/up-sell strategies• Regular account analysis to assist clients in software adoption and usage• Travel to customer campus' for business reviews and relationship development

Salt Lake City Metropolitan Area

Manage high school basketball and baseball games through constant communication, rule knowledge and application, and encouraging good sportsmanship and fun.

Provo, Utah Area

Directed 75 support agents located in two Call Centers of Excellence, one in Utah and one in California. Utilized Salesforce and Five9 reporting to identify opportunities for efficiency gains, process improvement, and overall cost reduction while maintaining an exceptional customer experience.• Reduced case backlog by 73%, queue wait time by 87.5%, and abandoned rates by 77.5%• Reduced cost per contact by 25%, case closure time by 43%, and escalations significantly• Increased Client Satisfaction Scores (CSAT) by 10.2%• Improved Salesforce reporting to better identify At Risk Clients and be more proactive• Implemented new employee evaluations/development process which led to better CSAT• Led a consolidation effort across multiple departments and states to streamline processes and communications resulting in potential savings of over $10,000.• Participated in the Salesforce redesign and rebuilding committee. Forecasted to save over $20,000 annually.• Implemented a Root Cause Analysis report and process that identifies cost saving opportunities. This effort could save up to $50,000. • Defined and implemented an employee gamification program tied to corporate, team and individual goals.• Helped define and implement an At Risk Client tool and process to proactively identify and address client concerns.

Salt Lake City, Ut

Manage, develop, and implement improvements to processes, software, and systems that support Sales, Client Relations, Design Center and people development. • Developed and currently leads the Client Experience Committee, which provides multi-departmental review, discussion and resolution of executive level corporate issues. • Streamlined U.S. team and reduced budget by 8% through realigning team member’s core responsibilities, resulting in efficiency gains and improved delivery.

Salt Lake City, Ut

Strategically planned, prepared and presented sales RFPs, contracts and proposals. Directed team providing all new client implementation, client continued support, program enhancements and growth. Built strong client relationships to create sales opportunities for all business units. Senior department corporate spokesperson and liaison with Purchasing Department. • Achieved client survey overall satisfaction scores of 98.5%. Clients included 10 major clients over $1 million and three over $8 million. • Implemented revenue-generating idea that resulted in an increase of $4M in annual sales. • Partnered with sales, which grew the Northeast Sales Region by 35%. This included the development and retention of two of O.C. Tanner’s current top five clients.

My responsibilities include: sales, customer service, reports, training, hiring, people development, security, and leadership.

Sales Representative of the Year 1991.

Bachelor'S Degree, Organizational Leadership

While at the University of Utah, I studied communications and business. Classes included: Business Law, Statistics, Organizational.

Education record