Customer Success Team Lead, Restaurants & Hospitality

• Sep 2023 - Present

Customer Success Manager

• Nov 2021 - Sep 2023

Work directly with the Sales Team to successfully onboard new customersBuild in-depth domain knowledge on both the Solink platform, the various industries we serve, and our data partners Gathered best practices and help document and create the playbooks for various verticals Become a trusted advisor to multiple people in the account and internally Assist in building relationships with a network of champions within the accountTeach clients to be self-sufficient in the product and influence the adoption of the productManage escalations from the client quickly and effectivelyMonitor product adoption and engagementHelp drive retention and expansion opportunities within the customer accountProvide an exceptional level of service that turns customers into advocatesAssist in pre-sales activity of a technical nature to ensure that the customer and Solink are set up for success Show less

Account Executive

• Jul 2020 - Nov 2021

Proactively seek out and develop new relationships with brands you know and love Demo the technology online and in person (when required)Approach the sales job as a curious and proactive process (no order takers please)Meet/exceed sales targets Ensure all of your activity and customer data is tracked and well managed throughout the sales cycle Lead the complete sales cycle from first discussions, product demonstrations, pricing, proposal, negotiations, contract, and closeUtilize sales tools for lead, activity, and pipeline managementStay current with new product offerings/releases Show less

Account Executive

• Feb 2017 - Feb 2020

Plan, organize and maintain a personal sales plan to meet annual, quarterly, and monthly sales targets. Conduct product demonstrations for prospects via the web, telephone, tradeshows and face to face meetings. Maintain and update knowledge of case management software and whistleblower hotline products and services, as well as sales objectives, strategies, pricing, and implementation of policies and practices. Draft, negotiate and deliver proposals and contracts. Report on sales results as well as future business forecasting. Maintain strong, ongoing customer relationships as an important source for new opportunities and sales. Proactively establish and maintain effective working team relationships with all support departments. Kept CRM updated daily with activities, changes, and new opportunity information. Awarded Account Executive of the Year for 2018. Show less

Program Account Manager

• May 2016 - Feb 2017

Review of daily/weekly metrics (KPIs)Managing staff to meet client and organizational targets as a member of theperformance-oriented management teamCorrespond with clients as needed to discuss deliverablesWorking with clients and internal staff to complete successful design, development,implementation of marketing Service programsEnsure programs are completed on time, at goal, and on budgetDaily distribution of Opportunity Sales Reports, Leads, and AppointmentsVerify the accuracy of hours and metrics for reporting purposesManage and handle ad hoc internal and external requestsMeet with clients and internal staff to discuss programs performanceInvestigate errors in leads, appointments, and reportsIdentify opportunities to improve overall processes, systems and approaches to ensure that we are delivering even better services to our clients and in a more efficient and cost-effective mannerPrepare and deliver program reports for internal and external clients as neededConduct program-specific trainingPerform Quality Assurance on programsConduct interviews with external candidatesComplete quarterly employee reviewsIdentify opportunities to sell additional and supplementalproducts and services to existing and potentially new clients in a profitable, cost-effectivemannerMotivate, coach, and train team members to achieve and surpass client sales goals.Track, analyze, and report Key Performance Indicators, both verbally and via electronic reporting. Responsible for maintaining Program Resource Plans, corresponding with clients as needed and distributing client deliverables as required, through conference calls and/or weekly meetings. Regularly review and deliver Agent Performance Reviews and Quality monitoring and Reporting to ensure agents are meeting/exceeding program requirements. Show less

Program Lead

• 2014 - May 2016

Mentor and coach agents to ensure they are achieving organizational targets.Recognize trends and issues in agents’ performance to identify the need ofcoaching, training, or continuous improvement.Review performance reports to analyze call volumes and results to recognizetrends and issues in productivity and identify strengths and weaknesses in keyprogram elements.Review agents’ performance report to analyze individual call volumes, talk timeand other key performance indicators.Ensure programs are completed on time and on budget.Manage attendance and work with Human Resources and Operations to enforcecompany policies.Participate and contribute to defined departmental activities aimed atimproving internal processes. Show less

Business Development Representative

• 2011 - 2014

Field Sales Manager

• 2009 - 2010

Sales Representative Supervisor

• 2007 - Apr 2009

Canvassing Sales Representative

• Sep 2005 - 2007

Driver Helper

• Sep 2004 - Sep 2005