Joe Timms Email & Phone Number

In my role, I articulate customers' visions, aligning their desired value with progress toward mutual goals, while partnering closely with multiple internal cross-functional teams to implement automated workflows. I manage executive-level relationships to drive growth and enhance customer satisfaction, and develop renewal playbooks as a product SME to aid the account management team in overcoming client objections. Utilizing customer data, I assess renewal health, identify and mitigate risks, and capitalize on growth opportunities. I expand revenue in existing accounts through strategic upselling and advocacy efforts, owning renewals and expansions to secure high retention rates and multi-year contracts. I adapt to frequent changes in the account management team to maintain continuity and service excellence, and successfully migrate legacy customers to new increased pricing tiers without fallout.I manage a book of business of 400+ mid-market global accounts. I am responsible for forecasting customer opportunities, and achieving gross revenue retention, net revenue retention, and expansion goals.FY23-34 Performance AchievementGRR: 107.83% NRR: 108.72% Expansions: 120.70%

In my previous role, I expanded revenue in existing accounts through upsell opportunities and drove new business growth through advocacy and references. I owned and managed renewals and expansions, consistently meeting quotas, and maintained a high retention rate with on-time renewals. I secured multi-year customer contracts and leveraged customer data and behavior to assess renewal health. Identifying customer risks and opportunities, I developed strategies to mitigate risks. I promptly addressed escalated customer issues by coordinating company resources and utilized ChurnZero to understand customer health, risks, and opportunities. I managed and grew relationships at the executive level, understood customers' landscape and business priorities, and articulated them to the company. I knew the value customers sought and tracked progress toward those goals. Additionally, I collaborated across functions (Onboarding, Support, Revenue Operations, Sales, and Product) to deliver seamless client experiences and drive business outcomes.

Missoula, Montana, United States

Responsible for a complex portfolio of 300+ SMB, mid-market, and enterprise global accounts, focusing on retention and expansion goals.I won the 2021 Account Manager of the Year award by achieving 113% of my annual quota in 2020 and 160% in 2021. I drove strategic upselling and cross-selling initiatives to boost client sales and renewed and expanded assigned accounts across a multitude of industries. I prepared targeted strategies for client interactions to uncover expansion opportunities and address issues, and leveraged CRM data to craft effective sales strategies across the book of business. I cultivated and strengthened customer relationships through authentic and purposeful communication, presented tailored and customized solutions to address client challenges, and collaborated closely with internal teams to ensure customer success.

Missoula, Montana Area

I focused on generating and qualifying leads through proactive outreach via cold calling, emailing, and social media. I engaged prospects to understand their needs, educated them about our products or services, and nurtured relationships to move them through the sales funnel. I collaborated closely with sales and marketing teams to optimize lead generation strategies, maintained accurate CRM records, and contributed to pipeline growth and sales success.

I managed daily activities responsively and drove end-user adoption. I requested approval for record changes and managed security roles, field security, teams, territories, queues, and other sharing/access settings. I performed detailed analysis of business specification requirements and documented them for training purposes. I applied business processes and knowledge of enhancement requests to maintain data integrity and operational requirements. I assisted with developing, configuring, user acceptance testing (UAT) in Developer/Sandbox, and supported post-solution import activities. I provided ongoing support to identify, troubleshoot, and quickly relay production issues to the team. I communicated project details to various levels of stakeholders throughout the project life cycle to ensure business needs were effectively represented. Additionally, I collaborated with the internal training organization to ensure new functionality was clearly documented and accurately described processes across multiple channels. I established, documented, maintained, and educated the business on CRM configuration, policies, procedures, and standards to ensure data consistency, completeness, and viability. I collaborated with data analysts on extensive data cleansing techniques for individual records, mass updates, or workflows to maintain data quality. Furthermore, I researched and increased knowledge of systems best practices and improvement resources, including CRM releases, while maintaining good team working relationships in a dynamic role with diverse responsibilities.

I resolved business usability issues and driving end-user adoption. I developed, analyzed, and maintained customer reports, dashboards, and communication templates. I established, documented, maintained, and educated the business on CRM configuration, policies, procedures, and standards to ensure data consistency and viability. I defined and documented internal best practices and support procedures and applied various business processes to maintain integrity management and operational requirements. I provided assistance in managing workflow rules, validations, and custom page layouts. As the first tier of support, I addressed system issues, coding errors, and end-user testing, followed escalation procedures as required, and utilized extensive data cleansing techniques. I researched and increased my knowledge of system best practices and releases, created, tested, and implemented unique workflows, and assisted with SSRS/Fetch XML reports. Additionally, I mentored and cross-trained team members on existing and new technologies and was assigned additional projects and system enhancements each quarter to increase technical skills and responsibilities.

I assessed, analyzed, and mitigated risks using established business processes and process flow charts. I resolved business usability and end-user issues and collaborated with programmers to find permanent solutions for chronic errors. I constructed, coached, and led training on existing business policies and procedures for new team members. I owned the maintenance and management of Dominion Dealer Solutions’ proposal system, TinderBox, and drove end-user adoption and integration from Salesforce into Microsoft Dynamics CRM. I performed detailed in-depth analyses of business specification requirements and created training for end-users in both Salesforce and Microsoft Dynamics CRM. I supported the integrity and accuracy of existing data and ensured through quality assurance that false data was not being entered into these systems. I evaluated new end-user positions to determine the necessary permissions in Microsoft Dynamics CRM and granted access based on the results of the analysis. I supported end-users with all requests related to the usage of Salesforce and Microsoft Dynamics CRM. Additionally, I developed, analyzed, and maintained customer reports, dashboards, and communication templates in Salesforce, and provided assistance and educational tools to manage workflow rules, validations, and custom page layouts in Salesforce.