Holly Nordness
Tigard,Oregon
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer success skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Exceptional interpersonal and communication skills. Advanced office system and CRM knowledge including: MS Word, Excel, PowerPoint, Power BI, SFDC, Oracle, Confluence, Concur, Outlook, SAP, Google Slides, Google Sheets, CPQ, Slack, WebEx, Dayforce, BlueJeans, Zoom, Jive, Teams.
Overview
18
18
years of professional experience
Work History
Senior Director, Renewals Sales
Tungsten Automation (Formally Kofax)
Irvine, CA
01.2021 - Current
- Responsible for the overall success and development of renewal representatives on sales techniques, process improvements, and career development
- While leading my renewals team, we have consistently overachieved monthly, quarterly, and annual sales objectives with record-breaking results every quarter
- Finished FY23 at a company high of over 112% of a $110,000,000 goal, while increasing the company’s renewal rate and recognizable revenue
- Known for building strong cross-departmental relationships while pulling in Executives, Customer Success, Finance, Marketing, Order Management, Technical Support, Engineering, and Sales as needed, to ensure the customer has the best overall experience
- Mentor a growing team that is a metrics-driven group focused on retention, expansion, customer satisfaction, contract negotiation, while increasing the total contract value
- Activities for this role include: - Participate in weekly leadership calls to discuss renewal forecast, status of top renewals, at-risk accounts, and add on/cross-sell opportunities - Work closely with technical support to identify risk and to ensure the customer’s overall experience is seamless, while taking the lead in developing resolution strategies - Develop and execute win/win negotiation strategies resulting in maximized total contract value and identifying expansion opportunities, while enhancing the customer relationship - Work closely with partners and resellers to improve process, remove roadblocks, and delays for an improved renewal rate and result - Lead and present at quarterly business reviews to mitigate risk and ensure the team is on track to consistently overachieve goals - Legendary for accurately maintaining a rolling 90-120 day forecast - Front line approver for quotes being submitted, requiring research and strategy, to ensure the best possible proposal goes to the customer - Hire and train talented renewal sales professionals, while creating territories and building compensation plans - Collaborate with internal resources to develop comprehensive win/win strategies for both Tungsten Automation and the customer - Provide executive leadership with complete visibility to add on/cross-sell opportunities and renewals, to solicit executive involvement as needed - Implement policies to improve ACV & TCV; Reinstatement fees, Auto renewal, Multi years, Annual uplift, Audit, Cancellation and Reduction fees - Participate in leadership projects to improve customer experience and resolve internal roadblocks including: Customer success, Customer onboarding, Auto renewal process, Refined AR process/Credit hold, CPQ rollout, Escalations, Accurate quota creation, SFDC, Customer audit, and Backlog tracking
Director, Client Success
LegitScript
Portland, OR
01.2020 - 01.2021
- Responsible for building and scaling a client success strategy across the organization which includes strategic account planning, customer retention and expansion, executive sponsorship, customer satisfaction, and operational procedures
- Provide leadership and guidance to Sales Representatives and Analysts to drive key results around customer onboarding, product adoption, and account growth
- Known for building strong cross-departmental relationships while pulling in Executives, Customer Success, Finance, Marketing, Order Management, Engineering, and Sales to ensure overall success
- Develop a growing team that is focused on retention, expansion, customer onboarding, contract negotiation, and customer satisfaction
- Activities for this role include: - Attend weekly leadership calls to discuss renewal forecast, status of top renewals, at-risk accounts, and add on/cross-sell opportunities - Develop and execute win/win negotiation strategies resulting in maximized total contract value - Attend and participate in weekly deal review meetings - Collaborate with internal resources to develop comprehensive win/win strategies for both LegitScript and the customer - Assess risk and take the lead in developing resolution strategies - Own and participate in leadership projects to improve internal roadblocks and overall customer experience including: customer onboarding, auto renewal, MY LS portal, Salesforce, and pilot process - Oversee day-to-day customer-facing operations including relationship management, staff training/coaching, internal and external quarterly business reviews, contract negotiation, and customer satisfaction to accelerate growth
Manager, Inside Sales - Retention & Expansion
Puppet
Portland, OR
01.2017 - 01.2020
- Provide management oversight and guidance to a team of Sales Representatives focused on retention and expansion, while coaching the individuals on sales techniques, process improvements, and career development
- While leading my sales team, we have consistently overachieved annual and quarterly sales objectives with record-breaking results
- Finished FY20 at a company record-breaking performance of over 140% of goal, while increasing the company’s renewal rate each and every year
- Known for building strong cross-departmental relationships while pulling in Executives, Customer Success, Finance, Marketing, Order Management, Engineering, and Sales to assign tasks/next steps in order to ensure overall success
- Develop a growing team that is a metrics-driven group focused on retention, expansion opportunities, customer satisfaction, contract negotiation, while increasing the total contract value
- Earned corporate recognition and a coveted appointment to our annual President’s Club
- Activities for this role include: - Manage and consult a team of Customer Account Managers, while coaching them to be the best they can be - Lead and present at quarterly business reviews to mitigate risk and ensure my team is on track to overachieve every quarter - Attend weekly leadership calls to discuss renewal forecast, status of top renewals, at-risk accounts, and add on/cross-sell opportunities - Accurately maintain a rolling 90-180 day forecast of all renewals - Develop and execute win/win negotiation strategies resulting in maximized total contract value, while protecting the customer relationship - Front line approver for quotes being submitted, requiring research and strategy, to ensure the best possible proposal goes to the customer, while growing the business - Hire and train talented sales professionals, motivate the team, create sales territories, and build compensation plans - Develop and educate best practices company wide - Collaborate with internal resources to develop comprehensive win/win strategies for both Puppet and the customer - Provide executive sales leadership with complete visibility to add on/cross-sell opportunities and renewals, to solicit executive involvement as needed - Assess risk and take the lead in developing resolution strategies - Participate in leadership projects to improve customer experience and resolve internal roadblocks
Renewals Manager
Act-On Software
Portland, OR
01.2016 - 01.2017
- Manage and support a team of Sales professionals responsible for achieving and exceeding quarterly sales objectives
- In charge of acting as the quarterback of the team by pulling in Executives, Customer Success, Finance, Marketing, Engineering, and Sales to assign tasks/next steps in order to ensure we maintain a minimum renewal rate of 85%
- Partner in developing a growing team that is a metrics-driven group focused on retention, customer satisfaction, contract negotiation, increasing total contract value, and identifying cross-selling opportunities for the Regional Sales Managers
- Received company MVP award for 2016
- Activities for this role include: - Drive all managed renewals thoroughly by identifying risk as early as possible and get ahead of all potential issues - Build strong working relationships across the company - Attend weekly/monthly calls and QBR's to discuss renewal forecast, top renewals, at-risk accounts - Achieve or exceed monthly renewal targets and provide Executive Leadership with an accurate forecast and risk analysis of all assigned accounts - Develop and execute win/win negotiation strategies to maximize contract value, while protecting and enhancing the customer relationship - Aid and assist in hiring and training talented sales professionals, motivating the team, and the creation of compensation plans. - Help develop and educate renewal best practices across the team - Provide executive management with complete visibility to renewals and solicit executive involvement as required. - Communicate risk clearly and take the lead in developing resolution strategies - Accurately maintain a rolling 90-day forecast of all renewals
Account Executive
NAVEX Global Inc.
Lake Oswego, OR
01.2014 - 01.2016
- Award Winning Account Executive with a proven record of success with consistent quota over-achievement
- Expertise in new market sales growth and nurturing existing relationships of enterprise SaaS, on Premise, and services sales
- Multi-national (U.S
- And Canada) territory building and Account management; identifying and seizing opportunities, managing complex competitive deals, and creative contract negotiations
- Excellent communicator and relationship builder at all organizational levels
- Ability to align consultative sales approach with corporate vision for short and long-term success, adding value as an individual contributor as well as team member to achieve company objectives.
Senior Renewals Account Manager, Lead
Tripwire, Inc.
Portland, OR
01.2011 - 01.2014
- The Renewals Account Manager is a front-line customer-facing role responsible for tracking, documenting, and executing the renewal lifecycle for existing customers
- In this capacity, I routinely provided world-class customer service and account management by delivering asset and renewal information in a timely, often early manner which, in turn, yielded above quota results
- Key activities for this role include: - Build strong working relationships across Sales, Finance, Marketing, Professional Services, Engineering, and CS Leadership - Aid and assist in hiring and training talented sales professionals, motivating the team, and the creation of territories and compensation plans. - Proactively do health checks to ensure the customer is successful and happy with their product, prior to their renewal coming due - Coordination of renewal activities across internal functions including technical support, inside/outside sales, system engineers, professional services, finance, and legal, ensuring to provide appropriate resources as needed - Renewal contract negotiation and escalation for complex multi-year contracts requiring exceptional attention-to-detail and communication skills - Proactively advocate on the behalf of the customer, ensuring that needs are met and the customer relationship is strengthened - During my tenure at Tripwire, I have consistently exceeded quota at over 108%, earning corporate recognition and a coveted appointment to the annual Circle of Excellence, President’s Club, and Chairman’s Club
- I also received corporate recognition as Renewal Rep of the Year FY 2012 and 2013.
Renewals Specialist, Lead
Serena Software, Inc.
Hillsboro, OR
01.2006 - 01.2011
- The Renewals Specialist is a front-line customer-facing role responsible for tracking, documenting, and executing the renewal lifecycle for existing customers
- In this capacity, I routinely provided world-class customer service by delivering renewal information in a timely, often early manner which, in turn, yielded above quota results
- Key activities for this role include: - Coordination of renewal activities across internal functions including support, inside/outside sales, and legal, ensuring to provide appropriate resources as needed - Renewal contract negotiation and escalation for oftentimes complex multi-year contracts requiring exceptional attention-to-detail and communication skills - Proactively advocate on the behalf of the customer, ensuring that needs are met and the customer relationship is strengthened - During my tenure at Serena, I consistently exceeded my quota at over 108%, earning corporate recognition and a coveted appointment to the annual Sales Excellence Club all years eligible
- Team lead responsible for hiring, training, and coaching new employees to ensure the overall success of the team.
Education
BS in Administration of Justice -
Portland State University
06.2002
Diploma -
Woodrow Wilson High School
06.1994
Skills
- Team Management
- Policy Development and Implementation
- Team Building and Motivation
- Staff Development
- Contract Negotiation
- Project Management
- Cross-functional team leadership
- Verbal and written communication
- Hiring and Retention
- Budget Management
References
References will be provided upon request
Timeline
Senior Director, Renewals Sales
Tungsten Automation (Formally Kofax)
01.2021 - Current
Director, Client Success
LegitScript
01.2020 - 01.2021
Manager, Inside Sales - Retention & Expansion
Puppet
01.2017 - 01.2020
Renewals Manager
Act-On Software
01.2016 - 01.2017
Account Executive
NAVEX Global Inc.
01.2014 - 01.2016
Senior Renewals Account Manager, Lead
Tripwire, Inc.
01.2011 - 01.2014
Renewals Specialist, Lead
Serena Software, Inc.
01.2006 - 01.2011
BS in Administration of Justice -
Portland State University
Diploma -
Woodrow Wilson High School