Summary
Work History
Education
Skills
Timeline
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Gregory Hunt

New York,NY

Summary

Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.

Work History

Customer Success Manager, Key Accounts

Omdia
10.2022 - Current
  • Clearly define business outcomes and success plans to collect and track customer objectives, achievements, risks, and success metrics
  • Educate customers on how to use OMDIA enterprise platforms, content, and technologies tailored to use-case needs
  • Monitor usage, account health, and growth opportunities to create actionable insights and strategically pivot as needed
  • Seek out organic business expansion opportunities (up-sell / cross-sell) in collaboration with OMDIA business development partners
  • Ensure customers derive maximum value from OMDIA services and solutions, using the full extent of their licenses/contracts
  • Build, maintain and use positive relationships with business decision makers and users within each account to capture customer intelligence and influence adoption

Sales Operation Coordinator

Informa Tech Intelligence
11.2021 - 10.2022
  • Executed Informa Intelligence Order-to-Cash and Order-to-Fulfilment business processes
  • Reviewed submitted sales orders against the business rules defined in the Business Intelligence Authority Framework, working with sales, legal and divisional management to ensure swift resolution of issues preventing valid revenue recognition
  • Processed non-sales-generated orders received through channels such as eCommerce and agents so that invoicing and fulfilment is not delayed
  • Ensured post-order changes requested by customers or Informa Intelligence staff are appropriately and promptly reviewed, authorized and executed
  • Worked with Informa Shared Service Centers to ensure end-to-end continuity of the process, such that accuracy and timeliness SLAs are consistently achieved
  • Provided support and guidance to Sales and Client Services on how to execute the processes within Informa Intelligence policies and systems
  • Communicated changes to process and business rules
  • Highlighted any practices that are not aligned to the standard process and identify issues that affect the customer experience
  • Monitor key reconciliations with Access Management Systems to minimize over/under-fulfilment of subscription access

Sales Associate, Key Strategic Accounts

Refinitiv (formerly Thomson Reuters Financial)
04.2016 - 10.2020
  • Provided first-line support for Account Managers on order management and client inquiries
  • Managed all commercial activities for global accounts with annual revenue of $350M USD
  • Maintained and managed pipeline for all Key Strategic Accounts, adhering to sales methodology
  • Monitored the forecast to ensure management was aware of movement of key deals
  • Supported selling activities: building Excel reports and ad hoc data analysis
  • Acted as central resource of internal information related to the history, status, and future of the account including product knowledge, service level agreements, and contractual obligations
  • Expertly oversaw relationships within client organizations with the goal of increasing customer satisfaction through regular check-ins, recording activity in Salesforce
  • Partnered with Sales Department as a single point of contact for global and regional deals, migrations, global pricing, annual price increases, and the renewal process
  • Interfaced with internal departments (Sales Specialists, Client Specialists, Account Managers, Global Business Consultants, and Global Business Directors) to drive business results
  • Performed team lead functions including training, mentoring, and supervising

Customer Account Specialist, Key Strategic Accounts

Thomson Reuters Financial
05.2013 - 04.2016
  • Served as global lead, Citibank
  • Oversaw all administrative activities within account, owning the end-to-end client relationship
  • Worked closely with major internal stakeholders to develop, advance, and implement long-term account strategy
  • Directed $3.5M USD quarterly global user reconciliation and billing advice
  • Led quarterly status calls with internal account teams to communicate account plan for the quarter
  • Trained clients on client-facing self-service tools through on-site demos and remote presentations
  • Provided front line customer and internal support thorough expertise in assigned products
  • Improved product usage and overall customer experience by troubleshooting client issues

Education

Bachelor of Arts - English

The Ohio State University

Skills

  • B2B consultative selling/support
  • Strong interpersonal skills
  • Strong project management, technical and problem-solving skills
  • Ability to map a customer’s business needs to product solutions
  • Strong ability to collaborate with internal operational and account management team
  • Executive engagement skills with an ability to build trusted advisor relationships with our business partners
  • Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner

Timeline

Customer Success Manager, Key Accounts

Omdia
10.2022 - Current

Sales Operation Coordinator

Informa Tech Intelligence
11.2021 - 10.2022

Sales Associate, Key Strategic Accounts

Refinitiv (formerly Thomson Reuters Financial)
04.2016 - 10.2020

Customer Account Specialist, Key Strategic Accounts

Thomson Reuters Financial
05.2013 - 04.2016

Bachelor of Arts - English

The Ohio State University

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Gregory Hunt