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Click here or scroll down to respond to this candidate Candidate's Name , MBA
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE
ROCKSTAR CUSTOMER SUCCESS MANAGER
Leading teams in the delivery of effective, sustainable, and measurable business solutions for high -performance organizations
Relationship & Account Management | Program Leadership | Pre -Sales Engineering
Strategic Program Director and accomplished Consultant with 20+ years of business operations, customer relationship management,
and software technology solutions expertise. Proven ability developing and fostering strong, trusted advisor relationships with
customers and executives, resulting in high customer satisfaction, account penetration, customer reference accounts, and increased
revenue. Skilled in partnership and alliance management, strategic account management, project management, software development,
integration, and delivery. Demonstrate influential leadership and management skills, capable of readily establishing a positive rapport
with team members. Maintain exceptional interpersonal communication skills, and am intellectually equipped to serve within ro les
where agility and effective strategic leadership is key.
Areas of Expertise
Program Management Pre-Sales Engineering Risk Management Customer Relationship Management Strategic Alliances
Digital Transformation, Customer Experience, Statements of Work (SOW) Tool Development Quality Assurance
Organizational Management Product Implementation Project Leadership Business Development
Sales & Delivery Liaison Resource Optimization Business Activity Monitoring Application & Infrastructure Performance
EDUCATION
Master of Business Administration (MBA), George Mason University |Honors Graduate
Project Management Certificate, George Mason University 03/2008
PROFESSIONAL EXPERIENCE
eGain Corporation, Sunnyvale, CA, 4/2015 2/2016
Senior Solution Consultant
Responsible for actively driving and managing the technology evaluation stage of the sales process. Articulate the business value of an
eGain solution as it relates to customer-specific business goals. Communicate eGain product differentiators. Establish and maintain
strong relationships throughout the sales cycle.
| Selected Accomplishments |
Prepared and delivered solution presentations and custom product demonstrations and managed the relationship with a global
communications and IT company
Prepared business model to measure the cost savings for prospect contributing to the sale to a global credit card company
Strategized with Account Executive on next best activities to move deal s further down the sales funnel
Leads discovery sessions and listens attentively to understand prospects business goals and technical requirements
Identified and qualified new prospects and contributed technical details in RFP preparation
Speaks confidently in public settings, trade shows, and marketing events
Apttus, San Mateo, CA, 12/2012 04/2015
Senior Pre-Sales Solution Architect (03/2014 04/2015)
Engaged with customers Executives and Professional Services in the development of customized solutions and services engagements.
Served as critical liaison amongst sales and delivery; translated customers business vision and strategy into solutions in the cloud .
Aligned customers business objectives with Apttus methodology and best practices while mitigating risk and complexity throughout the
Professional Services engagement. Closely collaborated with Apttus partners in evaluating potential Apttus implementation offerings.
Actively liaison with Account Executives in the advancements of sales. Met with prospects to determine their needs and develop the
scope of potential implementations. Developed estimates for professional services implementation, to include timeline, services hours,
and costs. Presented professional services proposals, and authored SOW. Update the CRM system and created tools for scoping,
estimating, and presenting.
| Selected Accomplishments |
Authored SOWs worth more than $4M in Professional Services revenue.
Executed approximately 23 deals and delivered seven SOWs each month.
Thoroughly revised the estimation tool lending to greater accuracy, thereby refining many of the activities.
Formalized documentation to capture additional scoping information, along with a realistic estimation of project hours required
of Project Managers.
Client Engagement Manager (12/2012 02/2014)
Provided leadership of customer implementations of Apttus' salesforce.com based Quote to Cash suite of products, to include
Configure Price Quote, Contract Management, Revenue and Rebate Management, and additional related solutions. Remained highly
visible within Apttus and amongst clients, reporting to the Area VP of Professional Services. Coordinated the successful delivery of
Candidate's Name Page 2
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Apttus Client Engagement Manager continued.
Apttus solutions to Strategic and Enterprise customers such as American Express and Symantec. Directed the activities of project
teams, to include management of resources across projects, and approval of timecards and expense reports. Successfully built and
maintained customer relationships. Optimized resource utilization and consistently met billable targets. Provided oversight and
governance to enterprise customer implementations. Published internal and customer status reports. Managed all project escalations to
include those which were internal to the organization, and external relative to the customer. Served as a SME and advisor for pre-sales
activities as needed.
Managed a portfolio of projects worth $2.8M.
Spearheaded Apttus and customer project joint venture to create a new product offering.
Technical Alliance Manager, Netuitive, Inc ., Reston, VA, 05/2011 08/2012
Directed program completion as Alliance Manager. Actively promoted Netuitive products and services through trusted advisor
relationships and best practices. Developed long-term solutions for enduring customer satisfaction. Initiated and maintained
communication between Netuitive and Dell organi zations, to include product management, marketing, technical support, and
professional services teams. Delivered product updates and roadmap presentations to customers and partner s.
| Selected Accomplishments |
Successfully completed the OEM Beta program with Dell.
Guided customers toward operational adoption of Netuitive products, creating demand for new licenses at a large financial
services company.
Revitalized two accounts in which customer satisfaction was low due to previous, unsuccessful implementation results;
revitalization resulted in the successful delivery of services and a high level of customer satisfaction.
Improved the Netuitive Professional Services Engagement Model, emphasizing the delivery of measurable business value in less
time, versus the delivery of a singular technical implementation alone.
Strengthened customer relationships by reinforcing Netuitives customized features and capabilities thereby improving
opportunities for additional license revenue.
Systar, Inc., Vienna, VA, 06/2006 05/2011
Strategic Account Manager (06/2008 05/2011)
Successfully influenced and assisted customers as trusted advisor. Ensured customer success in the use of Systar products and solutions.
Organized company resources to achieve the highest customer satisfaction and streng thening customer relationships. Promoted Systar
products built to improve customer processes and solve business problems, there by increasing the ROI of the customers investment in
Systar products.
| Selected Accomplishments |
Produced annual revenue stream of $1M from top two customers.
Influenced the sale of a global license to Systars largest global customer.
Increased customers vendor satisfaction rating from 2 8% to a perfect 100% within one year.
Served as a critical liaison in ensuring license renewal worth 8% of Systars 2010 worldwide revenue .
Delivered expertise to Systars largest global customers in the establishment of fully staffed organizations which deployed and
operated Systar technology.
Earned the Systar Excellence Award in 2009 and 2010 , recognizing outstanding achievements in improving customer satisfaction
and account penetration through developing trusted advisor relationships with strategic customers.
Director of Solution Delivery (06/2006 06/2008)
Ensured successful implementations of Systar solutions. Established goals and provided direction to solution delivery teams.
Developed delivery processes and procedures. Harmonized Systar activities with customer PMO and Sourcing Departments. Tracked
productivity of projects, mitigated risks, and reported statuses to executive management. Compiled monthly profit and loss reports.
Established project management methodology based on PMBOK.
| Selected Accomplishments |
Recruited and developed a successful team of five project managers.
Managed and directed resources to meet customer project demand, achieving 100% project success rate .
Instituted a quality deployment initiative to improve upon the solution delivery to the customer.
Received the Systar Excellence Award in 2006 and 2008 in recognition of outstanding performance for leadership and process
improvements.
ADDITIONAL EXPERIENCE
Senior Project Manager, North & Central America, Systar, Inc., Vienna, VA, 2004 -2006
Sales Engineer | Technical Support Manager, North & Central America, Systar, Inc., Vienna, VA, 1998 2004
Federal Program Manager, Computer Generation, Inc., Washington D.C., 1989 1998
Systems Analyst and Application Developer, COIN Financial Systems & Prentice Hall Software, Atlanta, GA, 1984 1989
PROFESSIONAL DEVELOPMENT
Contract Lifecycle Management Certificate, Apttus 08/2014
Seminar Series on Economy, Technology and Industry , University of Oxford 08/1996
Database Management Systems, George Washington University 1994
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