Derek Armour

• Manage the largest portfolio within the Customer Success organization, consistently exceeding revenue retention and expansion targets.
• Achieved President's Club status by delivering the highest net revenue retention and expansion number for the year of 2024.
• Enhance client satisfaction by swiftly resolving technical issues and offering customized solutions.
• Foster long-term, trusted partnerships with stakeholders, effectively managing expectations and driving revenue growth.

• Onboarded & managed book of business of $1M+ (35 accounts)
• Increased usage by 40% through leveraging ROI discussions and QBRs
• Overachieved customer advocacy KPI by leveraging customer satisfaction check-ins
• Build technical and business relationship with executive buyers and technical champions

• Onboarded & managed 132 customers totaling $12M in annual recurring revenue
• Overachieved KPIs in 2020 for onboarding time, license usage, and customer renewal by leveraging use-case discovery, product demos, and executive level value validation
• Solved customers' technical issues through troubleshooting and cross-departmental collaboration
• Assisted in building framework for the Commercial CSM team by building, testing, and recording the outcomes of playbooks
• Product expertise including Citrix Virtual Apps and Desktops Service, Content Collaboration, and Right Signature

• Completed Leadership Development Program involving graded technical presentations, whiteboards, and Citrix Virtual Apps and Desktops builds while obtaining many IT certifications

• Managed entire sales cycles from cold calling, cross-state sample running, to close. Resulted in placements in several wholesale outlets including Whole Foods
• Created and executed marketing strategies resulting in record sales for the Christmas season of 2018, forcing us to stay up for several days to fulfill orders

● Created instruction manual and how-to video for the Mohu Leaf Glide OTA antenna
● Wrote copy for the press release of the Mohu Leaf Glide antenna, resulting with merchandise placement in Best Buy & Walmart
● Created competitor analysis used for executive strategy decisions based on social media data pulled via True Social Metrics
● Coordinated with Walmart and Best Buy to ensure our stock was being shelved in the condition agreed upon in our contract (aisle placement, appearance, integrity of packaging