Bernard Glee

• Developed documentation and logs of implemented solutions and generated and submitted reports in support of order processing.

• Partner with internal Sales and Finance team members to ensure accurate financial reporting and metrics for monthly sales

• Review and process Cloud and Colocation orders submitted by field and inside sales team in various systems (Salesforce, Service Now, OMS, etc.)

• Project manage multiple vendors on data and telecom spending for Operations.

• Primary contact for colocation and IP orders for Salesforce commission

• Manage, design, and launch processes and workflows that promote internal efficiency

• Partner with the Customer Success Team in day-to-day activities to support business customers

• Data entry and manipulation of information into Salesforce, NetSuite and ServiceNOW databases.

• Served as the primary point of contact for pre and post - sales support and leadership to internal and external customers. Supported in excess of 75+ accounts of Fortune 200 and 500 customers representing a total MRR of over $3M.
• Onboarded, aligned and developed trusted relationships with customer stakeholders.
• Delivered top notch customer service via different platforms: in-person, phone, and email
• Managed successful negotiation of long-term contract renewals with Enterprise-level customers and partners. Renewed 73% of projected accounts.
• Held weekly conference calls and quarterly on-site meetings with customers, identifying and addressing issues and concerns
• Established a high level of customer engagement to drive satisfaction and loyalty – create customers for life.
• Coordinated and delivered customer quality business reviews
• Conduct regular meetings, workshops and Business Reviews with customers.
• Managed sales order process from receipt through billing
• Educated and oriented customer on company’s policies and procedures
• •Continuously monitored customer health and sentiment throughout the post-sale customer journey and proactively address any issues that may affect customer satisfaction/retention.
• Resolved cross functional issues on behalf of customers
• Drove process policy and changes.
• Solved complex problems and develop innovative solutions for customers.
• Established regular communications with the Sales Account Team to update them on the status of the customer.

• Managed the day-to-day post sale activities of over 225 accounts representing a combined total of over $1.0M in revenue billed monthly
• Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
• Worked with clients to address and respond to client and partnership management issues and resolution of service incident tickets.
• Educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
• Maintained knowledge of products and services.
• Developed and cultivated strong business relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Assisted in the managing of business relationships with 8 Channel Managers to the company partners
• Performed quarterly bill reviews with large accounts
• Negotiated contract renewal of contracts in base that was out-of-term. Success rate of 85%.
• Provided on-site customer visits and general contact with appointed customer and partner representative.

• Managed the day-to-day, both pre-sales and post-sales, activities of 80+ accounts billing over $10K per month in telecommunications services representing a combined total of over $1.2M in revenue billed monthly.
• Developed creative solutions to meet individual client needs based product offerings.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
• Resolved order issues efficiently and enhanced customer satisfaction ratings.
• Brought in new customers and retained base through proactive management of individual needs and development of robust referral services.
• Upsold and closed customer sales by driving product benefits around client needs and increased revenue from $1.3M MRR to $1.51M MRR in Q4 of 2013.
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
• Serviced existing accounts on regular basis to maximize revenue.
• Expanded book of business by 75% renewal rate.
• Performed quarterly bill reviews with large accounts