SERVICE DELIVERY MANAGER / ACCOUNT MANAGER/ CLIENT SERVICES & SALES / BUSINESS DEVELOPMENT
Ambitious People Person Who Enjoys a Challenge and the Rewards of Success
Experienced Service Delivery Manager and Client Success Manager–responsible and accountable leadership. Driven to be the best, energetic and proactive with tireless work ethic. Client strategist with confident, engaging presentation and relationship building skills. Cross-functional team collaboration and stakeholder support. Focused on productivity, service delivery excellence and achieving sales and business goals. A knack for quickly absorbing product and technical knowledge. Master organizational, multi-tasking, prioritization, communication and follow through skills.
Tools & Software Salesforce
Connectwise, BrightGauge, Manage Engine, KnowBe4, SentinelOne, IT Glue, Nodeware, Hubspot, Ops Ramp, Sharepoint.
Skills
- CRM, MS Teams, MS Office (Word, Excel), Outlook, High Speed Order Entry (HSOE), Oracle, Business Objects, Ceridian, Live Person-Live Chat, Electronic Data Interchange (EDI), Skype, Cisco Phones, QuickBooks and various custom database programs.
- Client Service Technical Solution Sales Service Delivery Management Relationship Building Business
- Development Logistics Inventory Discrepancies Shipment Variances Tracking Research Analytics
- Reporting Special Projects Staff Training Product Launch Marketing Support Events & Promotions
PROFESSIONAL EXPERIENCE
MSP (2023-Present)
Client Success Manager
- Manage client relations, retention, satisfaction, and profitability for a group of SMB clients under contract for All Covered managed services and extended services
- Client Success Manager in the U.S.~ 50 accounts managing $138K in monthly sales revenue.
- Drove added value for 50+ accounts in Midwest/West Coast Region.
- Client advisor on the development and refinement of technology roadmap for all accounts
- Executed sales strategy and marketing initiatives in collaboration with Director of Client Services and Solutions Architecht’s/Technology Solution Engineers to propose extended services and project offerings aligned with revenue opportunities.
- Provided tactical support for Regional Director, Director of Field Engineering, Managing Director, Director of Service Delivery, Senior System Engineer and Senior Client Operations Representative.
- Identified and addressed issues, and ensured all services/site visits were coordinated, scheduled and handled timely by remote support help desk or appropriate team member.
- Assisted Manager of Field Operations and senior project leads with research, contract review, proposals, pricing updates, pricing worksheets, charge codes, documentation and reportin
Another MSP (2022-2023)
Service Delivery Manager,
- Drive and manage client service levels in multiple markets and identify strategic opportunities to improve service delivery and multi-channel IT services.
- Serve as primary contact delivering a great customer experience in the planning, design, presentation, implementation and support of business technology solutions.
- Build business relationships, personable and professional while understanding the customers’ business and goals in depth, and their need for IT technologies, solutions, services and support
- Gather thorough, accurate insights, create business analytics and execute strong, engaging client presentations communicating with decision makers at all levels.
- Partner and collaborate with key stakeholders engineers, sales, legal and C-level executives on strategic and timely delivery of managed services and cloud solutions.
- Handle open and outstanding tickets and fast resolution of IT service issues, pre/post project launch.
MSP most recent (2013-2021)
Account Manager
- Ranked Top 7 Account Manager in the U.S.~ 61 accounts generating $151K in monthly sales revenue.
- Managed client relations, retention, satisfaction, and profitability for a group of Dealer clients under contract for All Covered managed services and extended services.
- Drove added value for 55+ accounts in Seattle, Sacramento and Bay markets.
- Client advisor on the development and refinement of technology roadmap for all accounts including The Swenson Group (Bay Market) and KBL, Inc. dba Abadan (Seattle Market).
- Executed sales strategy and marketing initiatives in collaboration with Director of Client Services to propose extended services and project offerings aligned with revenue opportunities.
- Took steps to assess customer challenges and ensure service levels despite the pandemic’s impact.
- Provided tactical support for Regional Director, Director of Field Engineering, Managing Director, Director of Service Delivery, Senior System Engineer and Senior Client Operations Representative.
- Identified and addressed issues, and ensured all services/site visits were coordinated, scheduled and handled timely by remote support help desk or appropriate team member.
- Assisted Manager of Field Operations and senior project leads with research, contract review, proposals, pricing updates, pricing worksheets, charge codes, documentation and reporting.
Coca-Cola Brand (2012-2013)
Sales / Operations Support / Analyst
- Executed various projects supporting large volume distribution, sales and operational activities for a natural beverage company generating over $22 million in annual revenue.
- Managed key accounts and partnered with four (4) distribution warehouses to ensure accurate product allocation for Costco, .99 Cents Only Stores, Coca-Cola Refreshments Independent Bottlers, Amazon, UNFI, Trader Joes and other small and large retail chain stores.
- Team representative for Zico Gives Foundation, Inc. Cultivated excellent client relationships soliciting support and donations for various charitable programs including child obesity.
- Worked with IT on implementing shared access for all departments and resolved issues quickly.
- Led inside sales initiative developing distribution channels for ZICO product Honest Tea.
- Worked in store promotions and trained retail managers on display set-up and product knowledge.
- Evaluated store performance to improve merchandising concepts and gain brand equity.
- Built relationships and partnered with L.A. Food Bank, New Jersey Food Bank, City Harvest of New
- Jersey and Feed the Children. Worked with distribution to salvage and donate excess product.
Hardware Company (2008-2012)
Sales Operations-Commercial
- Ensured efficient sales operations supporting a team of National Sales Managers for a global leader of connectivity solutions: computer and consumer electronics. Over $4 million annual gross team sales.
- Built excellent relationships cross-functionally with all departments managing communication and workflow to achieve common goals.
- Served as a liaison between account managers and buyers providing sales, customer service, purchasing and logistics support for key accounts: Synnex, Anixter, Graybar, Avet, GTSI, Communication Supply, United Stationers, SP Richards, Petra, Grainger and VAR Channel-Value
- Added Reseller. Additional support provided for major accounts: Ingram Micro, Tech Data, Zones, PC Mall, PC Gov., Hewlett Packard, CDW and E-commerce.
- Delivered technical knowledge/product selection support through live chat, phone and email communication for 45,000+ SKUs, (50% active SKUs) KVM switches, LCD rack consoles, racks
- Worked closely with resellers and end users on business and home office solutions. Achieved targets for new account growth, new SKU set-up and order shipments from international warehouses.
- Delivered technical knowledge/product selection support through live chat, phone and email communication for 45,000+ SKUs, (50% active SKUs) KVM switches, LCD rack consoles, racks and enclosures, a broad USB and cable product mix, networking solutions, accessories for mobile devices, such as iPod®, iPhone™, laptops, and netbooks, as well as energy conservation products.
- Assisted with training, coaching and mentoring new hires on system applications and programs.
Food Company (1999-2008)
Account Executive/Retail Account Specialist
- Accomplished record sales goals, increase of 21%, generating $1 million+ in revenue 2005 & 2006.
- Achieved “Top Sales” in 2007 generating more than 2 million dollars in revenue over 9 months.
- Developed new business through prospecting, creative sales and follow up (130+ daily calls).
- Assisted in the development of key accounts including: Whole Foods, Vitamin Shoppe and Threshold Enterprises. Served as Account Executive/Retail Account Specialist.
- Developed high producing sales representatives through motivational leadership and training.
- Participated in industry trade shows and on-site demos. Identified and generated new business.
PROFESSIONAL DEVELOPMENT
- CIS Certification Customer Service and Telephone Techniques; Belkin KVM Products, Cables and Custom
- Cables; Sun Chlorella Leadership, Customer Retention, Service of Excellence, Why People Buy or Don’t Buy
