Timothy Heitmann Email & Phone Number

Bothell, Wa, Us

Seattle, Washington, United States

Responsible for managing analytics, order processing and account health for the global Customer Success Team.-Collaborate with F5 sales/operations departments and stakeholders to create and maintain business parameters, processes, and resources for the Customer Success Team.- Cooperate with leadership to create reports and dashboards within Gainsight and Salesforce to gauge Customer Success performance, account assignment and account health.- Create and maintain process documents for all the Customer Success organization.- Placed all expansion orders via Salesforce to drive added revenue.- Manually reported customer software usage via internal system to gather accurate usage and adoption metrics for sales reporting.- Streamline business processes and operational automation to accelerate workflows and improve service experiences for the CSM’s.

Responsible for managing the analytics, investigation, and sales recognition analysis and reporting for the Mountain sales region. Interface with sales teams, sales managers, and executive management to report and analyze data around the sales recognition process and how it relates to incentive compensation.-Collaborate with Sales Directors to ensure account assignments are accurate and fit within the segmentation rules for each sales module.-Create complex reports and dashboards to provide account analysis around Sales, Forecasting, Account Activity, and present to Senior Leadership. -Develop and deliver training to Sales teams around RoE, basic Salesforce functionality, and sales forecasting expectations. -As SME I use broad sales operations & business knowledge to identify issues & opportunities for the sales team.-Deliver analytical support to senior sales management to evaluate and drive growth quarter over quarter refining organizational effectiveness.-Analyze sales data using tools like Tableau, Power BI, Salesforce, and SQL to make recommendations enhancing productivity and sales revenues.-Partner with Operations, Sales, Marketing, Product, and Finance teams to enhance productivity and sales revenues.-Ensures sales operations policies and practices are reviewed and in compliance as technology & business conditions change.

Provide analytical and project support to Base Management and Customer Success organizations. -Managed intake and distribution of approximately 250 Data Analytic Requests from the Base Management organization in 2020.-Work with Leadership to facilitate and process monthly account assignment changes for 500+ Client Service Managers. -Led focus group to identify requirements for Data Architects and Developers to create a new inventory tool for Sales and Sales Support Professionals. -Helped launch Anaplan (Rep Planner) tool to assist with account assignments for a newly created Customer Success role and created requirements for Sales Operations to process those changes.-Create and manage ~30 Salesforce dashboards and reports that identify CSM /PSM misalignment for all regions.

Provide program support to the Global Sales and Customer Service organizations around Revenue Assurance activities that include retention management, project support and ensuring all initiatives are adopted. -Lead monthly stewardship reviews with Customer Support leadership to evaluate Customer Support Performance data and identify area of focus.-Established team priorities and monitored performance, utilizing data analytics that identified over $40 million in expiring revenue, credits, disconnects issued, and headcount allocation.-Developed program governance documents for the GEAR West Base Management Org.-Collaborated with leadership and internal organizations to drive accountability for Base Management Leadership initiatives and achieving their business goals for the year.-Introduced and put into effect a Renewal Enablement Program for Client Support Directors across the Global Sales organization to mitigate write-downs.-Top Performer 2019

Worked with Account Team to retain and grow a customer base of over $20 million monthly while identifying potential churn risks and mitigating write-downs.- Focused on supporting Sales Director and Sales Managers to meet their yearly renewal/ retention goals. - Collaborated with Sales Professionals to identify, review and establish a retention strategy. - Continual work with the Sales Professional, the account team and Pricing and Offer Management to create a competitive pricing strategy to encourage customer to re-sign with CenturyLink, while maintaining revenue margins that continue to solidify the Sales Directors revenue base.-Mitigate write-downs while supplementing lost revenue with products positioned for upsell.-Assist in the coaching and development of all Retention Managers. Top Performer 2017

Greater Seattle Area

Customer Advocate for premier accounts including: American Express, Citigroup, Alcatel-Lucent, and News Corp. Tasked with delivering proactive sales support and service delivery for intricate communication solutions, while providing superior customer service.• Managed projects from inception thru implementation during contract processing and actualization.• Dialogued regularly with existing customers in order to ensure expectations were met and exceeded.• Identified manners to improve seamless retention, inventory, contract, and billing management functions.• Designed and delivered account strategies for existing accounts focused on the client experience.• Selected to serve as the Subject Matter Expert (SME) for in-region services for the north east region.

Greater Seattle Area

Account Manager serving as a part of a sales team dedicated to developing and implementing strategies to successfully generate sales for the Colorado branch. Identified as the customers primary point of contact while building relationships with existing and potential clientele throughout the state of Colorado. • Communicated regularly with the Sales Account Executives in order to exceed regional sales goals while maintaining a great customer relationship.• Researched and became proficient in the full line of Qwest products and system in order to efficiently recognize potential sales opportunities.•Processed and managed all orders from implementation to completion while keeping customers updated with the status of their orders.

Greater Seattle Area

Met and exceeded sales objective in an inbound call center. Received, handled and upsold inbound residential customer service calls for voice and data products. Became the call center Subject Matter Expert (SME) for all residential services.