Tom Laughlin Email & Phone Number

Saint Paul, Mn, Us

Boston, Ma, Us

Bloomington, Minnesota, Us

Bloomington, Minnesota, Us

Boston, Massachusetts, Us

Bloomington, Minnesota, Us

• Responsible for entire customer lifecycle; from onboarding, ongoing support and data analysis to support continued growth and retention of our SaaS clients • Grew territory retention rate to 109% YTD while managing highest portfolio in company with YTD NPS average of 8.9 (out of 10) • Possess the ability to take highly technical information and relay that to customers in an easily understandable format• Strong understanding of the enabling role of cloud software, services and data intelligence to empower and connect people to drive impact • Collaborates with Product, Marketing and Sales Training to identify innovative product features and coordinated

Toronto, On, Ca

• Responsible for entire customer lifecycle; from onboarding, ongoing support and data analysis to support continued growth and retention• Collaborated with Product, Marketing and Sales Training to identify innovative product features and coordinated implementation • Created and executed new workflow, processes and internal and external training resulting in a 34% decrease in fulfillment time• Partnered with Sales channel to identify effective selling points that resulted in a 64% YOY increase in new sales• Managed all aspects of extensive market and competitive research, interviewing customers and reporting findings to senior management Provide assistance to Implementation team in resolving client issues• Manage client escalations • Define and lead team to successful completion of department goals• Coordinate with Sales and Sales Engineers to determine pipeline, client implementation complexity and team capacityDefining and reporting on client utilization and other efficiency and quality metrics• Follow through on supervisory responsibilities in accordance with the organization’s policies and applicable laws

Toronto, On, Ca

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors• Ensure the timely and successful delivery of our solutions according to customer needs and objectives• Assist with high severity requests or issues escalations as needed• Coordinates the involvement of company personnel, including support, engineering and management resources in order to meet account performance objectives and customer expectations• Grow sustainable revenues from existing customer portfolio • Proactively serves as a trusted advisor and point of contact • Focuses on strategic initiatives and plans and is proactive and driving to provide significant value to the business• Supports customer relationships to ensure profitability of assigned portfolio• Establishes proactive client retention programs, not just the resolution of problems• Anticipates client questions and identify opportunities to drive client adoption of our product suite• Translate client needs into repeatable processes, technical solutions and process flows that sustain great service and scalable delivery

Toronto, On, Ca

• Oversaw team up to 14 highly engaged and involved team members to meet business revenue goals• Serve as first point of escalation for clients, taking ownership of issues and identifying lasting resolutions • Investigated trends, surface issues, identified root problem and collaboratively worked with teams and individuals to reduce project duration by 24%• Responsible for refining the implementation process to promote efficiency and improved internal cross-functional communication for more than 2400 client web sites annually• Responsible for the design and delivery of a variety of training courses for new and existing employees• Identified training needs and implemented to develop a high performing customer centric team able to successfully negotiate and overcome client objections• Partnered with Human Resource and senior management to recruit, interview, hire, develop and manage a high caliber workforce• Built and maintained relationships with all client accounts to ensure a successful implementation• Achieved all department cost and budget goals through active participation on monthly budget review and report out • Serve existing accounts; sell company products and identify opportunities for growth via phone and in person sales appointments• Responsible for working to find solutions to any project stop both with internal resources and externally with the client

Toronto, On, Ca

• Supervised a team of 30-40 team members, managing workload planning and production schedules for maximum efficiencies and optimal utilization of resources helping to increase company margin by 17%• Improved operational efficiencies creating an effective distribution organization, enabling company to more effectively utilize staffing and other resources • Worked as a member of the executive team to plan expansion and development of new products and services including a new division which helped increase revenue by 45% • Developed tracking process to follow work flow and assist with the scheduling of press time, and track project progress and delivery • Created training program materials for use by new and existing staff • Responsible for reviewing and critiquing of staff performance and development and maintained tracking system to monitor progress and participation in training programs• Partnered with senior leaders to prepare short-term and long-range plans and budgets based on corporate goals and growth objectives