Summary
Overview
Work History
Education
Skills
Timeline
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Christian Lively

Sedro-Woolley,WA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to achieving business objectives by delivering world-class service and support.

Overview

7
7
years of professional experience

Work History

Manager, Professional Services

Conversica
03.2021 - Current
  • Started the Professional Services team in 2021, growing the team to 6 Technical Account Managers supporting Implementation Services to all sectors of the business.
  • Improved customer onboarding and satisfaction by providing tailored professional services and solutions to meet their specific needs.
  • Developed new service offerings, resulting in expanded business opportunities, increased revenue, and decreasing churn.
  • Implemented Onboarding Project Management software to streamline implementation services, and decrease onboarding times by over 30%.
  • Optimized resource allocation across multiple projects to ensure optimal utilization of talent and skillsets within the team.
  • Collaborated with cross-functional teams to deliver comprehensive solutions that addressed customer growth and retention.
  • Provided mentorship and career development guidance to all team members, resulting in full team retention, promotions, and enhancing overall team performance.

Senior Technical Account Manager

Conversica
05.2019 - 03.2021
  • Handled Conversica's largest Enterprise Customers, maintaining a $10 million book of business.
  • Managed complex customer accounts, ensuring timely resolution of issues and effective communication.
  • Identified potential risks within customer accounts early on, implementing mitigation strategies as needed.
  • Worked closely with sales teams to upsell additional products or services based on customer needs.
  • Served as a Sales Technical Resource, providing in-depth scoping and design discussions, technical demo's, and customized implementation plans.
  • Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
  • Developed and executed solutions to customer needs and drivers through hands-on engagement.
  • Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
  • Awarded with the Captain Conversica Award for embodying our company values and consistently going above and beyond to exceed customer expectations.

Technical Account Manager

Conversica
04.2018 - 05.2019
  • Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
  • Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
  • Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
  • Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
  • Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization..
  • Presented technical presentations to clients to explain product features and benefits.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Awarded with the MacGyver award for the ability to think outside of the box to create successful solutions for highly complex customers.

Technical Support Representative

Conversica
06.2017 - 04.2018
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Improved customer satisfaction by providing timely and accurate technical support for various software.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Education

Bachelor of Science - Management of Informational Systems

Western Washington University
Bellingham, WA
06.2017

Skills

  • Project Management
  • Client Relationship Management
  • Teamwork and Collaboration
  • Business Process Improvement
  • Product Knowledge
  • Sales Support

Timeline

Manager, Professional Services

Conversica
03.2021 - Current

Senior Technical Account Manager

Conversica
05.2019 - 03.2021

Technical Account Manager

Conversica
04.2018 - 05.2019

Technical Support Representative

Conversica
06.2017 - 04.2018

Bachelor of Science - Management of Informational Systems

Western Washington University

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Christian Lively