Brandon Russell

Responsible for the Customer Success Organization of 85 employees. The organization consists of Technical Support, Customer Success Managers, Delivery Success Managers, Partner Enablement, Professional Services, Customer Success Operations, and Renewals. Represent the voice of the customer as a member of the Executive Leadership team.

• Established a vision that is centered on improving Net Retention and Gross Retention by becoming more proficient in the four customer success motions of onboarding, enablement, experience, and renewals
• Lead and guide a team of senior leaders responsible for executing on projects and plans that align with the overall strategy and stay within budget
• Present customer insight data on gross retention and customer satisfaction to other business functions, the company as a whole, and the Board
• Participate in thought leadership sessions with other industry leaders to identify innovative strategies to improve the customers experience and drive upsell and cross-sell

Responsible for retention and growth of annual reoccurring revenue for all customer segments. Represent the voice of the customer with cross functional teams and senior leadership. Develop, implement, and manage the customer journey from onboarding to advocacy.

• Implemented Customer Success Manager program that delivered 112%+ in net retention and gross retention 95%+
• Established reporting to measure customer pulse (85%+ satisfied), leading and laggard indicators to identify risk, and software utilization (70%+)
• Built Customer Advisory Board that consists of CIO’s and decision makers from both legal and corporate (~20m represented)
• Oversee welcome program with 60%+ open rate – includes drip campaigns to drive engagement

Managed an international team of 14 Customer Success Professionals. Responsible for retention and growth of revenue. Represented the voice of the customer with cross functional teams and senior leadership.

• Achieved 100% of target of annual contract value (~50m in the program)
• Onboarded new CSM’s and customers 2 times due to acquisition
• Implemented processes to communicate risk of churn to senior leadership
• Set reporting standard for customer pulse, engagement, and indicators of churn

Individual contributor that achieved employee of the year and club honors. Considered top CSM by senior leadership and viewed by customers as trusted advisor and advocate.

• Partnered with Sales on complex and significant deals (1M+) that aligned
  with customer needs and met internal business goals
• Mentored peers and created content that improved customer engagement
• Influenced Support to institute a escalation process to relieve customer frustration
• Saved ~500K by moving 5 large accounts from severe risk to champions

Serviced enterprise level customers to ensure full utilization of the inContact platform. Consulted with customer on call center industry best practices and processes.

• Top performing CSM that surpassed attainment each quarter
• Asked to engage with high risk customers – successfully moved them from severe risk to champions
• Mentored other CSM’s and represented the customer with cross functional committees

Managed call center operations; workforce management, daily performance metrics, customer engagement and sales methodologies. 300+ customer service and sales representatives engaging with ~15K-20K customers a day.

• Increased sales and conversion rate across multiple brands (20-35%)
• Decreased abandon rate and increased answered percentage by 5% through stabilization of management and hiring practices
• Streamlined CRM and data entry tools - implemented eLearning tool to improve customer experience
• Managed call center operations; workforce management, daily performance metrics, customer engagement and sales methodologies
• 300+ customer service and sales representatives engaging with ~15K-20K customers a day.

Serviced enterprise level customers to ensure full utilization of the inContact platform. Consulted with customer on call center industry best practices and processes.

• Supported largest account for inContact (300K), established relationship with decision makers and upsold 20K of MRR
• Overcame significant customer concerns with WFM solution, able to influence the product roadmap and retain reoccurring revenue
• Coordinated international call routing solution to meet unique customer use case, resulted in customer being able to expand services.

Serviced enterprise accounts for the Southeast region. Responsible for renewal and new sales, which consisted of auditing license agreements, solution demos, and constructing proposals that included training and professional services.

• Exceeded quota (104% of ~21m), included large SLED deals ~3m
• Closed 95 deals in 90 days, resulted in 200K additional revenue
• Generated 2.5m of new revenue by closing 9M in one quarter

Managed daily operations for large enterprise clients. Client list included global 500 companies in telecommunications. Directed national and international centers for accounts payable, customer service, sales, technical services.

• Main client contact for GE; managed AP data flow processes, achieved 99% proficiency which accounted for 15% of divisions yearly number
• Improved education programs for contact centers – 75 to 250 representatives
• Exceeded sales by 10% from previous year for Yahoo! small business