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Garnavillo, IA Street Address | PHONE NUMBER AVAILABLE | EMAIL AVAILABLE | LINKEDIN LINK AVAILABLECUSTOMER SUCCESS MANAGERCustomer-centered, strategic, results-driven business manager offering expertise in developing a positive customer experience, sustaining business growth / profitability by maximizing value, analyzing customer data to improve customer experience, and leveraging IBM TLS Channel Services - both as a reseller and distributor for improved customer relations and continuous improvement. Innovative, resourceful business partner, effective communicator, and problem-solving project manager known for developing and deepening internal / external relationships to implement new programs that will increase business revenue potentials and minimize churn rates. Collaborative leader and individual contributor who fosters a healthy environment with demonstrated successes in motivating and partnering with diverse, cross-functional teams to help solve customer problems promptly, ensure client satisfaction, promote the value of the products / services, upsell products / services with the brand image, and promote value through customer experience.CORE COMPETENCIESCustomer Service / Relations / Retention | IBM Certified TLS Champion | Creating Recurring Revenue Streams | Business Development | Operations Management | Staff Training | Customer / Client Relationship Management | Best Practices | Continuous Process Improvements | Documentation | Vendor ManagementTECHNICAL PROFICIENCIESRequirements Assessments | Troubleshooting | Quality Assurance | Risk Identification / Mitigation | Compliance | Analytics | Metrics | Legal / Regulatory Guidelines | Reporting | Research
EXPERIENCEINGRAM MICRO, Garnavillo, IA 04/2017 - 07/2023Senior Vendor Business ManagerCollaborated and built trust within the organization and with customers, while meeting or exceeding expectations. Provided feedback to improve strategies, programs, and initiatives. Grew overall IBM TLS Services Revenues by over 300% in five years. Executed as a vocal participant in the IBM Leadership Council and early supporter of the global operational reorganization with IBM TLS. Drove transformation as an early supporter of the new IBM Partner Plus initiative. Created and maintained recurring revenue streams.SIRIUS COMPUTER SOLUTIONS, INC., Garnavillo, IA 06/2010 - 12/2016Director, Vendor ManagementEstablished operational guidelines and identified opportunities for improvement. Partnered with the management team to develop operational goals aligned with business strategy with a focus on multi-vendor renewals, primarily IBM, Cisco, HP, Netapp, and Dell / EMC. Contributed to organizational strategic direction to improve products and services. Promoted products, increasing customer base and market share.ADDITIONAL RELEVANT EXPERIENCEMSI SYSTEMS INTEGRATORS, Omaha, NE
Director of Sales OperationsMet with sales and design departments to determine project road maps and create unique products to drive profitability and champion the brand. Oversaw regional and local sales managers and staff. Gained market share in new sales performance through aggressive team training. Established a successful, repeatable, and profitable recurring revenue stream.PROFESSIONAL DEVELOPMENTIBM, Armonk, NY: Sales Champion, Information Technology, 11/2022 |
