ERIC SCHOENTHAL
Summary
Collaborative leader and problem-solver with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in streamlining operations to decrease costs, improve ARR/NRR and building / maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Vice President - Professional Services
Improvado.io
02.2022 - 01.2023
- Lead and guide the pre-sales Sales Engineering and post-sales Professional Services departments to align with business expansion and profit margin goals.
- Identified opportunities to improve business process flows and overall departmental productivity.
- Established performance goals for department and provided methods for reaching milestones.
Director - Customer Success, Professional Services
Trend Micro
02.2018 - 02.2022
- Assisted in creation of Volume Enterprise, tech-touch automated communication model based on data and analytics to drive retention, reduce churn and increase ARR/NRR
- Oversaw implementation and development of projects, minimizing operational deficiencies and driving customer satisfaction.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Collaborate with Channel Partner Managers to find, certify and retain Professional Services Vendor Partners to deploy Trend Micro solutions
- Grew Professional Services business from strategic section of US to all products across all metrics for North and South America
- Created American Business Unit Incident Response, Global Red Team and Threat Support teams to assist with customer crises and escalations
- Member of Global Technical, Incident Response, Sales Engineering and Training Councils
National Head of Sales Operations
Sprint
06.2016 - 10.2017
- Implemented Salesforce CRM technology to locations to escalate Customer Service levels
- Successfully opened 100 locations in 9 of top 10 markets in the US
- Created new customer follow up process leading to increased customer retention and referrals
- Reduced cost of store openings by 17% during 13-month project
- Risk Assessment and Loss Prevention oversight for $45 million in inventory
Franchisee Director
MAACO
10.2015 - 06.2016
- For Central Region including 82 locations in 9 states
- 7% same store sales growth in Region year over year through focus on process efficiencies
- Creation and implementation of quartile-based location visits for process improvement action plans
Area Operations Manager
FinishMaster Inc
02.2014 - 10.2015
- Decreased distribution expense year over year by 19% while increasing sales 27%
- Increased regional inventory turns by 20%
- Improved inventory accuracy and product fill rate with multi-phase warehouse reorganization
- Decreased Selling, General & Administrative costs by 16% and Overtime by 50% with introduction of new labor model
- Renegotiated contract with external labor provider to maximize profitability by moving to employee load-leveled schedule
- Served on the FinishMaster Strategic Planning Team to develop 5-year company growth plan
Education
Bachelor of Sciences -
Texas Tech University
2004
Lean Six Sigma – Green Belt American Management Association leadership certificate - undefined
Skills
- Operational Efficiency
- Staff Retention
- Process Optimization
- Project Oversight
- Policy and Procedure Development
- Okrs and KPIs
- Coaching and Mentoring
- Customer Needs Assessments
Certification
- Lean Six Sigma - Green Belt
- American Management Association leadership certificate
Timeline
Vice President - Professional Services
Improvado.io
02.2022 - 01.2023
Director - Customer Success, Professional Services
Trend Micro
02.2018 - 02.2022
National Head of Sales Operations
Sprint
06.2016 - 10.2017
Franchisee Director
MAACO
10.2015 - 06.2016
Area Operations Manager
FinishMaster Inc
02.2014 - 10.2015
Bachelor of Sciences -
Texas Tech University
Lean Six Sigma – Green Belt American Management Association leadership certificate - undefined
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