Customer Success Manager

• Dec 2022 - Present

Customer Success Manager

• Nov 2020 - Jun 2022

- Manage diverse suite of Rockwell Automation service contracts by coordinating internal handoffs between sales and delivery, understanding and communicating nuanced scopes of work, and orienting all support teams towards driving customer value- Responsible for expanding and renewing service contracts across 20 customers- Advocate for an exemplary customer experience and strengthen the Rockwell-customer partnership to ultimately achieve customer goals and improve Key Performance Indicators- Educate customer on contract value proposition and details through onboarding presentations and recurring training meetings- Analyze usage data and benchmark trends across sites and industries to share insights during Executive Business Reviews- Identify key adoption activities and actions for optimizing usage and value- Responsible for expanding and renewing service contracts across customer portfolio- Drive initiatives internally and lead meetings across multiple organizations to improve, overhaul, or resolve contract processes that impact the delivery experience- Own any issue resolution throughout entirety of escalation path and process

Business Operations Manager

• Dec 2019 - Nov 2020

- Facilitated efficiency, sales growth, better resource allocation, and communication across sales, service, and accounting departments- Analyzed daily operations of the service and sales departments and conducted interviews with internal and external stakeholders to determine process issues and root causes of reoccurring problems- Streamlined existing and implemented new processes to improve the customer experience and capture business lost through communication and process gaps- Created technical and procedural sales enablement tools to remove obstacles and improve effectiveness in the field- Developed and conducted onboarding and training needed for the regional sales team- Implemented a quote follow up process and consistent team call to improve communication and culture- Identified missed service opportunities and subpar customer service interactions and worked with the Service Manager to improve strategic scheduling, develop an organizational framework, and increase communication between sales and service- Rectified a backlog of missed revenue in the form of un-invoiced orders through investigation of internal past operations and customer conflict resolution discussions- Managed and executed the inventory cycle count each week after establishing a new inventory baseline - Corrected and managed parts stocking processes

Compressed Air Systems Engineer (Technical Sales Account Manager)

• Jul 2016 - Dec 2019

- Developed strategic partnerships with marketing and technical organizations to build brand recognition in new territory- Acted as consultant, systems design engineer, and service contact in order to execute sale from beginning to end- Analyzed customer compressed air applications and identified specific needs for equipment- Designed compressed air systems, determined pricing based on competitive situation assessment, and compiled detailed proposals to support recommendations to customer- Formally presented data, justifications, solutions, and ROI opportunities to engineering, maintenance, purchasing, and managerial customer contacts- Navigated business negotiations with regard to pricing, terms and conditions, and payment terms with customer directly- Conducted air audits using data logging equipment and analysis to improve efficiency and find energy savings in systems- Acted as project manager for all equipment shipments, installations, and system commissioning

Air Systems Engineer (Technical Sales Account Manager)

• Jun 2012 - Jun 2016

- Managed $5 million portfolio of 244 customers across automotive, power management, chemical, manufacturing, and food/beverage industries- Delivered $137,000 in average monthly bookings to meet aggressive sales targets set by district manager and business enterprise- Honed account and pipeline management skills

Sales Development Program - Sales Engineer

• Jul 2011 - May 2012

- Led sales projects including the development of a new means of customer call routing for company headquarters- Served as the Inside Sales Representative and Service Coordinator for Baltimore sales office to learn roles, improve handling of customer calls, and develop a strong competence in the service operations side of the business- Aided external dealers in high-volume, cold-calling events in Portland

Engineering Intern

• May 2009 - Jan 2011

Summer/Winter Internship for Westinghouse's Layout Design Group:- Assisted with layout design of the Containment Vessel of the AP1000 Power Plant and all of its various piping, structure, sensory and HVAC subsystems- Co-authored design change proposal instituting vacuum relief system into the AP1000 power plant design to guarantee a license from the Nuclear Regulatory Commission- Calculated Zone of Interference affected by potential Steam Generator System pipe breakages for the Nuclear Regulator Commisison