Vers Baker, Jd Email & Phone Number

United States

San Jose, California, Us

Zscaler enables the world’s leading organizations to securely transform their networks and applications for a mobile and cloud first world using true Zero Trust technology. Its flagship services, Zscaler Internet Access and Zscaler Private Access, create fast, secure connections between users and applications, regardless of device, location, or network. Zscaler services are 100% cloud-delivered and offer the simplicity, enhanced security, and improved user experience that traditional appliances or hybrid solutions are unable to match. Used in more than 185 countries, Zscaler operates the world’s largest cloud security platform, protecting thousands of enterprises and government agencies from cyberattacks and data loss.►Advocate for and champion the needs of enterprise accounts, ensuring their success with Zscaler's solutions.►Collaborate with cross-functional teams to ensure seamless and efficient customer deployments. ►Serve as a trusted advisor to customers, understanding their business objectives and providing strategic guidance. ►Identify opportunities for account expansion and recommend ways for customers to maximize the value of Zscaler's services.►Proactively manage and resolve support escalations, ensuring timely resolution and customer satisfaction. ►Drive upsell and cross-sell opportunities within existing accounts, contributing to revenue growth. ►Foster strong relationships with key stakeholders, promoting long-term customer loyalty and retention.

Fort Lauderdale, Fl, Us

As Lead Customer Success Manager working with the growing number of Citrix Cloud Enterprise Clients, I manage the customer and/or partner relationship through their entire Citrix Cloud Customer Lifecycle. I also act as an advisor for product and strategic decisions. Additionally, I plan, manage and execute communication and training programs that directly support the ongoing success and adoption of the Citrix Cloud services.►Celebrated thought leader providing actionable recommendations to ensure customers take full advantage of the Citrix Cloud service portfolio and product capabilities. ►Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment,►Responsible for contributing directly to Citrix product line and delivering on key organizational metricsAnalyze and assess complex processes and systems of customer's business to ensure solution will meet the needs of the end users.►Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active useAdvise customers on business process enhancements based on best practices, business knowledge, and visibility into current vs. future state product capabilities.►Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan.►Create customer adoption benchmarks and forecasts based on defined business use cases.

Stamford, Ct, Us

Acting as a trusted advisor, I coordinate communication between Gartner and clients to boost product utilization and engagement. On average, I work with around 70 clients each month, interfacing directly with executive-level IT decision makers to ensure seamless service delivery and maximum value for services. My goal is to sustain high-level client satisfaction and drive opportunities for account retention and growth.► Instrumental in moving team from #12 out of 17 to top 2 and elevated engagement from 84.5% to ~88% by shifting focus to growing premium clients; distributed informative newsletter 3X weekly highlighting project status, challenges and successes.► Achieved or surpassed $4M annual book of business goal through expanding key accounts; increased large toy manufacturer from $300K to $750K, grew insurance company by $500K in new contract value and expanded real estate organization by $400K.► Enhanced service delivery manager performance, leading to higher quality client interactions by coaching peers on best practices, processes and problem solving.► Received 3 Exceptional Service Delivery awards based on client feedback concerning effectiveness, tenacity and consultative approach; recognized by key client for helping him “become a better CIO.”► Designated by senior management as official mentor based on consistent top performance and service knowledge. Nominated (out of 150 service delivery associates) as one of seven colleagues for 2019 Peer Award for brand, collaboration and service organization impact.► Ensured client satisfaction, retention, operational efficiency and quality through conducting value planning and quarterly review calls with senior client stakeholders.► For more achievements, please see my resume or read some of my LinkedIn reviews!

San Bruno, Ca, Us

In this role, I elevated adoption, retention and overall customer satisfaction by forming and deepening client relationships. I engaged with around 120 clients, identifying their needs, formulating product roadmaps and shaping a long-term strategy for our partnership. My goal was to keep clients happy and software solutions running smoothly. This required me to deliver training, provide updates on issue resolution and hold quarterly business reviews to uncover and address other problems or concerns. ► Drove 8.6% annual growth on multimillion-dollar book of business and client portfolio through proactive relationship management.► Reduced client business disruptions and improved satisfaction by escalating software issues to DevOps, professional services and IT service desk for rapid resolution. Sustained churn rate at or below 7% for fiscal year.► Upsold clients into multiple Moxie solutions, generating $500K in revenue upon developing close account management partnership with 2 large retail clients.► Protected $250K+ in contract revenue by negotiating renewal with 3 clients that experienced software problems, low adoption and limited budgets; outlined clear, cost-effective plan for resolving software and adoption issues.► Increased interest and ensured clear value proposition, exceeding team goal and KPI for email submissions and responses (500+ messages monthly) via diligently following up with clients.► Exceeded quarterly goal for calls (504) and internal / client meetings (192) outpacing all peers.

Toronto, On, Ca

Following successive promotions, I stepped into this sales support role, conducting online and in-person demonstrations to corporate executives and legal department staff to maximize SaaS solution sales. My scope of duties included generating leads and devising strategies for improving prospective client engagement, along with addressing field sales channel RFIs and RFPs.► Promoted 3 times based on proven success in generating consistent revenue increases, as well as coaching colleagues on sales and account management.► Enabled $2M in annual revenue by performing pre-sales calls to identify and address client needs with customized solutions for managing their contracts, documents and legal matters in the cloud.► Chosen to contribute to new software solution pilot, delivering recommendations that were integrated into solution; recognized as one of a select few experts qualified to demo products for prospective customers.

Toronto, On, Ca

During this period, I retained and grew enterprise legal customer accounts, with a focus on elevating revenue and utilization. Acting as a client advisor, I guided decision makers and corporate counsel on selecting products and facilitated contract negotiations. I ensured ongoing communication and follow up to resolve any client issues or concerns.► Yielded one of the highest SaaS product adoption rates, achieving 93%+ retention and 13% territory revenue increase upon selling product add-ons.► Met retention and customer training goals, along with overall customer satisfaction targets by collaborating with field-based sales representatives and account managers.

Toronto, On, Ca

I engaged with in-house attorneys and legal staff, providing guidance to address their legal resource needs. This included researching and presenting appropriate legal publications for general counsel use.► Grew existing account revenue 6% through becoming trusted advisor to client decision makers and presenting customized solutions to address their needs.► Delivered high sales results by leveraging targeted marketing campaigns.

Toronto, On, Ca

I was hired to develop new customer accounts and promote the sale of business websites to legal offices, in addition to supporting inside sales consultants in evangelizing web-based marketing and advertising products. Based on my success, I was designated as a team lead. I was also tapped to train new hires and create unique methods for securing new FindLaw clients.► Amplified existing account revenue via strengthening customer relationships to drive retention and tap into upselling opportunities.► Stimulated interest in products and services by designing compelling email messages for marketing campaigns.

Basking Ridge, Nj, Us

• Spearheaded projects to redesign websites based on user needs.• Created detailed user manuals for applications and provided user training. • Trained end users at their designated site or meeting location.• Provided tele-training for single users on web site functionality.• Acted as administrator and user advocate for three web-based applications. • Worked directly with programmers on system design, use, and functionality and cost negotiations.

Basking Ridge, Nj, Us

• Analyzed quality trends in nationwide central offices.• Generated detailed reports on quality findings and outcomes. • Managed RFP’s and RFI’s from vendors.• Maintained office personnel records, confidential and interoffice documents.

Basking Ridge, Nj, Us

• Provided technical phone support regarding computer software and hardware issues.• Selected for Call Center Mentorship program.• Trained new Help Desk Agents using my own curricula.• Trained clients over the phone on various software functions and applications.• Designated as Team Lead, covering for manager when unavailable. Coached, trained multiple staff and new hires on best processes, sop's and customer service.• Participated in Candidate interviewing process and participated in selection of best help desk talent.

Doctor Of Law (Jd), Law

Ba, Sociology