Amy Smith
Belmont,MI
Summary
A seasoned professional with 20+ years of experience focused on key customer and corporate initiatives both in the public and private sector. Engaging with teams in individual contributor and leadership roles with over 10+ years in management, demonstrating a high level of ownership and initiative. Successful in fast-paced, deadline-driven environments to manage goals and team development. Consistently achieved quarterly business objectives, both in operational and revenue targets. Actively become the customer's advisor and advocate, helping to identify value in the application and to ensure identified obstacles can be overcome.
Overview
24
24
years of professional experience
Work History
Manager, Customer Success
Infor
04.2018 - Current
- Maintained up-to-date records of employee attendance, payroll information, vacation requests
- Exercised good judgment and decision-making in escalating concerns and resolving issues
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls
- Interviewed prospective employees and provided input to HR on hiring decisions
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely
- Led team meetings and one-on-one coaching sessions to continuously improve performance for a remote and international employee base
- Delegated work to staff, setting priorities and goals
- Resolved customer inquiries and complaints requiring management-level escalation
- Conducted quality, timely performance feedback and performance appraisals
- Established processes to ensure efficient workflow throughout the organization
- Organized team activities to build camaraderie and foster pleasant workplace culture
- Conducted regular meetings with staff to discuss progress and identify areas of improvement
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback
- Displayed strong telephone etiquette, effectively handling difficult calls
Customer Success Manager
Infor
04.2018 - 06.2022
- Drive partnership with customers, vendors, and internal teams
- Develop relationships across sales, services, and product teams to enhance the customer’s experience as their advocate
- Conduct Quarterly Partnership Reviews, identifying key strategic imperatives for both customer and Infor
- Review product adoption and share ideas for optimization with customer
- Present new sales and service initiatives for continued revenue growth
- Track customer activity and data within Gainsight to enhance the wholistic view
- Onboard new SaaS Customers by way of virtual training
- Optimized the new hire mentor program in collaboration with enablement team
- Actively mentor new hires into the CSM organization/role.
Account Executive / Customer Success Manager
Hoops HR
02.2016 - 09.2017
- Complete account activations thru coordination with sales and product team
- Build customer profiles by engagement with customer organization, understanding hiring goals and objectives
- Customer advocate by providing feedback to leadership on product usability
- Analyze applicant data and identify ways for customer to increase their hiring percentages
- Onboard new customers and train on use of application.
Director of Accounts
Applied Textiles
02.2015 - 10.2015
- Implemented organizational changes to support the customer base
- Built model to share forecast for distribution management
- Developed relationships with account reps, quality, lab and production
- Identified gaps in process and worked to increase efficiency by 35%
- Organized customer tasks and communication into CRM
- Creation and delivery of executive level dashboard
- Consistent one to ones with direct reports, including writing and delivery of annual focal reviews and continual goal setting and review.
Admissions Manager
National Heritage Academies
Grand Rapids, MI
08.2014 - 02.2015
- Manage local and remote Student Recruitment Specialists
- Consistent one to ones with direct reports, including writing and delivery of annual focal reviews
- 70% travel to assigned schools, 4 state territory
- Build a core marketing strategy and project plan for schools
- Plan events and coordinate function with necessary resources and community responders
- Communicate plans with key stakeholders, including school and corporate leadership
- Assisted team in building RACI matrix for project and deliverable awareness and ownership
Director, Customer Team
Intrado
Longmont, Colorado
11.2012 - 06.2014
- Primary management of a major carrier account active in a 14-state region and maintaining over 18 million data records and thirty-five Competitive Local Exchange Carriers (CLECs)
- Maintained monthly revenue of $2 million for major carrier and $1.5 million for CLECs
- Forecasted new revenue based on carrier growth and market expansion, increasing annual revenue by 25%
- Customer liaison and representative at internal product and development meetings
- Met with both Telecom and Local Authorities for product and strategy review
- Lead RFP response teams and drafted appropriate documentation
- Identified and engaged with cross business unit stakeholders for contract negotiation and agreement
- Develop key marketing materials for new product launch, influencing the product strategy
- Deliver strategic account overview on key accounts to customer, peers, and executive team.
Manager, Customer Operations
Intrado
01.2006 - 11.2011
- Develop relationships with customers and advocate on their behalf
- Collaborate with leadership and support teams in Statement of Work negotiations and RFP responses
- Primary contact for operations team with The Commission for State Emergency Communications (CSEC) in Texas
- Liaison between the State of Texas and local telecom providers on operational guidelines and processes for database management
- Identified gaps and created work process instructions for daily operational tasks
- Exceeded contractual obligations, maintaining 99.5% accuracy rate across the business unit
- Engagement with management peers to write and deliver business unit goals and objectives
- Consistent one to ones with direct reports, including writing and delivery of annual focal reviews
- Assist direct reports in the development of their SMART goals for focus and growth
- Review of candidate profiles, interviewing and onboarding new hires
- Communicate corporate goals to team
- Incident Command lead, on-call rotation.
Sr. Program Manager
Intrado
10.2001 - 12.2005
- Met $1 million quarterly goal for CLEC Business Unit on a 90% basis
- Management of up to 30 CLEC accounts, national footprint
- Collaborate with customer and support teams in Statement of Work negotiations
- Develop and manage multi-year project plans, deliver to customer and internal teams/stakeholders
- Led project teams to successful installation of services covering 15+ dispatch centers including network and database components
- Communicate strategic account goals to internal stakeholders
- Incident Command lead, on-call rotation.
Supervisor, Customer Operations
Intrado
02.2000 - 10.2001
- Develop relationships with customers and advocate on their behalf
- Identified gaps and created work process instructions for daily operational tasks
- Engagement with management peers to write and deliver business unit goals and objectives
- Consistent one to ones with direct reports, including writing and delivery of annual focal reviews
- Assist direct reports in the development of their SMART goals for focus and growth
- Review of candidate profiles, interviewing and onboarding new hires
Education
Leadership Development Program -
Intrado
01.2008
BA - Communication Arts -
North Park University
05.1996
Skills
- Customer Success Manager
- Account Management
- Project Management
- Business Development
- Executive Business/Partnership Reviews
- Escalation Management
- Vendor Management
- Negotiations/Sales Techniques
- Team Leadership/Management
- Staff Development
- Performance Evaluations
- Revenue Forecast/Generation
- Budget Control
- Contract Writing/Building
- Software as a Service (SaaS)
- Telecommunications
- VoIP
- Wireless
- ISO: 9001
- FEMA Incident Command
Timeline
Manager, Customer Success
Infor
04.2018 - Current
Customer Success Manager
Infor
04.2018 - 06.2022
Account Executive / Customer Success Manager
Hoops HR
02.2016 - 09.2017
Director of Accounts
Applied Textiles
02.2015 - 10.2015
Admissions Manager
National Heritage Academies
08.2014 - 02.2015
Director, Customer Team
Intrado
11.2012 - 06.2014
Manager, Customer Operations
Intrado
01.2006 - 11.2011
Sr. Program Manager
Intrado
10.2001 - 12.2005
Supervisor, Customer Operations
Intrado
02.2000 - 10.2001
Leadership Development Program -
Intrado
BA - Communication Arts -
North Park University