Bernard Glee

• Successfully manages multiple enterprise-level customers, achieving $750K+ in combined MRC
• Trusted advisor to executive and senior leadership, providing guidance and support
• Developed and implemented plans to optimize customer implementations and resolve technical challenges
• Actively identified account risks, developed mitigation plans, and coordinated activities with customers to ensure success.
• Built and cultivated healthy pipeline of customers interested in partnering with company
• Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities
• Worked with service and project management departments to provide total support to clients
• Collaborated with upper management to implement continuous improvements and exceed team goals
• Resolved problems with high-profile customers to maintain relationships and increase return customer base
• Managed accounts to retain existing relationships and grow share of business

• Managed financial reporting and metrics for monthly sales
• Processed Cloud and Colocation orders in various systems
• Developed documentation and logs of implemented solutions and generated and submitted reports
• Beta tested system environments and project managed vendors on data and telecom spending
• Primary contact for colocation and IP orders for Salesforce commission
• Designed and launched processes and workflows to promote internal efficiency
• Aligned with Customer Success Team to improve day-to-day activities and support business customers
• Data entry and manipulation of information into Salesforce, NetSuite and ServiceNOW databases.
• Skilled at working independently and collaboratively in team environment
• Developed and maintained courteous and effective working relationships

• Primary point of contact for pre and post-sales support and leadership to internal and external customers.
• Onboarded and developed trusted relationships with customer stakeholders, providing top-notch customer service.
• Processed renewals and upsells for customers, driving product adoption and growth and renewing 73% of projected accounts.
• Delivered regular customer quality business reviews and established high level of customer engagement to drive satisfaction and loyalty.
• Resolved complex customer issues and developed innovative solutions, driving process policy and changes.

• Assisted customers with onboarding and product setup to foster successful adoption and usage
• Monitored customer progress and addressed customer inquiries with timely and accurate updates
• Established strong relationships with key customers, resulting in increased customer loyalty
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers

• Developed and implemented tailored telecommunication solutions for clients, utilizing available technological tools.
• Negotiated contract renewals with a success rate of 85%.
• Monitored customer issues and provided resolution and support to maintain satisfaction.
• Performed quarterly bill reviews and tracked customer and account information into Salesforce CRM.
• Built and maintained strong relationships with partners.
• Managed projects such as installations, orders, billing disputes, customer issues, and provided pricing and on-site visits.

• Communicated regularly with clients to understand needs, evaluate current product usage and cross-sell new products
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills

• Managed aspects of program activities and services, overseeing operations of volunteers and mentors and personally corresponding with key donors.
• Supported volunteers by providing training, mentoring, developing and delivering resources and identifying and cultivating partnerships to support volunteers.
• Attended community functions to promote awareness of organization and goals,recruit volunteers and expand network of donors and volunteers.
• Developed volunteer policies and procedures, handbooks and guidelines for volunteers.

• Managed pre-sales and post-sales activities of 80+ accounts generating over $1.2M in monthly revenue
• Developed innovative solutions to meet individual customer needs
• Negotiated over 75% of renewal of contractual service term rates
• Increased revenue from $1.3M to $1.51M in Q4 of 2013
• Developed KPI's for team and implemented in April 2015
• Performed initial and quarterly bill reviews
• Partnered with multiple internal teams to create seamless account management stream.
• Built relationships with customers and community to establish long-term business growth
• Resolved problems with high-profile customers to maintain relationships and increase return customer base