Vicki Sorensen Email & Phone Number

Dublin, Ie

San Francisco, California, Us

San Francisco, California, Us

Responsible for the overarching management of a portfolio of 3,000 accounts in the Manufacturing & Distribution vertical and Central portfolio in Commercial MidMarket, accounting for a total of ~$300M in Salesforce annual revenue.• Lead a team of Customer Success Managers to deliver on strategic customer engagement, consultative Business Value development, oversight of project delivery, adoption, and mitigation of risk and attrition across the portfolio of accounts. Drive ongoing development and up-leveling of team skill set.• Consistently achieve or overachieve metrics targets around AOV Growth, Attrition %, CSAT and license utilization across the portfolio. Lead the team to execute Customer Success Plans to map quantifiable value metrics and KPI’s to desired business outcomes with the goal of driving user adoption, renewals, expansion of deployments and license consumption.• Partner effectively across Sales teams and internal key stakeholders in the organization to orchestrate successful customer delivery across many levels, business, technical and functional. Built and nurtured executive customer relationships with our most strategic customers.• Able to bridge the gap between IT and business stakeholders by collaborating across these groups to ensure both are actively represented in all aspects of the Success Program, value development & definition and ongoing account governance and operational cadence• Promoted within 2 years of hire from IC Role: Customer Success Manager to a leadership role of Director, Portfolio Lead.• Six Salesforce Certifications, including: Salesforce Admin, Salesforce Advanced Admin, Sales Cloud Consultant, Service Cloud Consultant, Marketing Cloud Consultant, and Platform App Builder.

San Francisco, California, Us

Houston, Texas, Us

Delivered overarching account management functions and Customer Success program execution across multiple BMC key strategic accounts including: Cargill, CVS Health, Boston Scientific, Frontier Communications and Aon Hewitt. Key achievements:- Executed end-to-end process of BMC’s Customer Success Programs from presales engagement, customer initiation & kickoff, ongoing operational account governance, strategic alignment and overall Customer Success program delivery- Served as the primary advocate for the customer within the BMC eco-system to foster profitable executive and business stakeholder relationships- Successfully executed Customer Success Plans and delivered to customer executives at Quarterly Business Reviews. The Customer Success Plan mapped quantifiable value metrics and KPI’s to desired business outcomes with the goal of driving user adoption, renewals, expansion of deployments and license consumption- Engaged in “Routes to Value” workshops to assess current state and maturity level across process and technical solution capability with the net result of defining best practice end-state to align with customer’s distinct business goals. Incorporated Routes to Value output as KPI dashboards in the Customer Success Plan and delivered in QBR’s- Raised Net Promoter Score and overall Customer Satisfaction (CSAT) across key accounts- Able to bridge the gap between IT and business stakeholders by collaborating across these groups to ensure both are actively represented in all aspects of the Success Program, value development & definition and ongoing account governance and operational cadence- Directed Professional Services subject matter experts during customer deployments, change management, and technology capability and process maturity activities- Identified opportunities to improve program methodologies and made significant contributions to BMC’s Customer Success Program tools and content

Cherry Hill, New Jersey, Us

Handpicked for this role to leverage consulting expertise, extensive application implementation experience and existing client relationships to position and upsell Professional Services and uncover additional licensing opportunities. Perform detailed sales scoping sessions and develop and deliver customer technical and functional requirements into formal Proposals and SOW’s. Provided Professional Services knowledge support and enablement through entire sales cycle from qualify to close.- Instrumental in software and services sales efforts for key accounts including: Tata Communications, T Rowe Price, Air Products, Serco, Chemonics, Meijer, Discover Financial, Kennametal, NYU Langone Medical Center and many others.

Cherry Hill, New Jersey, Us

Plan, direct, and execute projects ranging from a few weeks to multi-year, with budgets from $20K to $2M. Manage and cultivate partnerships with clients and partners. Serve as the primary contact point for all client needs, project deliverables and expectations. Accountable for contractual costs, deliverables and schedule. Secure and manage resources and coordinate client resources to deliver services and solution. Key accomplishments:- Generated over $3.5 million in PS revenue- Go-to person often requested to lead critical projects- Successfully delivered projects on time and within budget. Clients include: NIKE, T Rowe Price, Disney Entertainment, Via Christi Health Network, Owens Corning, Infogroup, A. Schulman, Zebra Technologies, and Children’s Hospital of Minnesota. - Led the effort to drive a pre-configured mid-range CLM solution “Contract Blueprints” significantly contributing to reduced time-to-value across customer implementations. Identified the need, pitched the idea to management and Product Management, proposed and designed the solution, and oversaw execution and alignment in messaging, marketing, pricing, demo build, and services delivery. The result is a set of standard pre-configured best practice contract types released with the application.- Presented multiple sessions at Company’s User Conference, Fusion, receiving an overwhelming positive response- Received highest ratings for the company in Professional Services category in last two customer surveys- Promoted twice during tenure; first promotion within 10 months of hire

Redwood City, Ca, Us

Presented the I-many suite of enterprise Contract Management and Compliance Management applications to legal, sales and purchasing and executives. Assisted Account Executives in every stage of the opportunity including qualifying, strategizing, demo preparation, presentation, competitive differentiation and close of sale.

Walldorf, Bw, De

Responsible for presenting the SAP CLM and Retail suite to user, executive and IT levels of the organization. - Instrumental in the closing of over $15 million dollars in revenue including a $6.1 million dollar sale to Sigma Aldrich Chemical and a $9 million dollar sale to OfficeMax.- Responsible for presenting SAP software and e-commerce applications at Fortune 500 companies including: Exxon/Mobil, Chevron, Conoco, Marathon Ashland, Whirlpool, PetSmart and Discovery Communications, among many others. Specialized in the areas of: B2B, Sales & Distribution, Materials Management, and Retail product functionality.- Ability to differentiate SAP software by performing detailed configuration and custom data building necessary to present and sell based on the prospective customer’s unique business requirements.- Key lead in the development of a pilot project for Exxon/Mobil. In this effort, led a functional team that included SAP Consultants, Andersen Consulting, and Mobil Oil personnel. End result was a successful product, Service Station Retailing, for the convenience store network of major Oil & Gas customers.- Presented the suite of SAP applications to audiences averaging 100-150 people during corporate sales and marketing events.- Extensive SAP training including: two week R/3 Overview Course, Detailed Sales & Distribution, Configuration Sales & Distribution, 3.1 Delta, Classification System, Plant Configuration, Consumption-Based Planning, R/3 Internet Applications, mySAP.com, and IS-Retail Training.

Stamford, Ct, Us

Women In Leadership Program

Bachelor Of Science (B.S.), Business Administration And Management, Transportation & Logistics