Cecelia Marsh

* Collaborate with cross-functional team of 35+ professionals–including sales, engineering, and technical support–to drive revenue growth and ensure high renewal rates.

• Lead efforts to up-sell and renew existing support contracts, increasing customer retention and long-term engagement.
• Manage key enterprise accounts such as AT&T, IBM, Hughes, CDW, BOCES, State of Delaware, Miami-Dade Schools/County, Couch Stores, and the Pentagon, overseeing contract negotiations and renewals.
• Successfully closed record-setting win-back deals and secured multi-year renewals, contributing significantly to overall company performance.
• Collaborated with cross-functional teams to streamline communication processes.
• Utilized CRM systems to track customer interactions and maintain accurate records.
• Assisted in training new representatives on best practices and product knowledge.
• Analyzed customer feedback to identify areas for service improvement and efficiency.
• Developed training materials to enhance team performance and onboarding processes.
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
• Contributed to team sales goals by upselling products and services to customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and provided backup support for organizational leadership.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Investigated and resolved accounting, service and delivery concerns.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Company Overview: Meru was a leading provider of wireless LAN solutions, solutions tailored to high-density environments such as schools, hospitals, and airports.
• Partnered with sales teams to drive contract upgrades, professional services, and maintenance renewals.
• Managed SLED contracts and led bid negotiations for major government programs including NYS, GSA, E-Rate, and PEPPM.
• Utilized Salesforce and Oracle for extensive data entry, quoting, and order processing—managing 250–300 renewals per quarter and generating $1.5M–$2.2M in quarterly revenue.

• Company Overview: Good Technology provides secure enterprise applications for mobile workforces, enabling productivity while maintaining compliance and security.
• Provided administrative and operational support to both direct and channel sales teams, with a focus on account management and customer renewals.
• Managed key SLED (State, Local, and Education) and SRA contracts, including bid preparation and negotiation for new opportunities.
• Performed detailed forecasting and data entry in Salesforce and Oracle, supporting sales pipeline accuracy.
• Created and negotiated customer quotes, ensuring compliance with financial requirements and facilitating seamless order management.
• Coordinated cross-departmental communication to improve project alignment and execution.
• Mentored junior staff on best practices for documentation and compliance adherence.
• Served as a liaison between employees and upper management, addressing concerns promptly to maintain a positive work environment.
• Collaborated with various teams to develop cross-functional solutions for operational challenges.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.