Laurie Guy
Rome,NY
Summary
Accomplished Client Partner Executive with a proven track record adept at driving customer success and enhancing the customer experience through effective relationship management and tailored solutions. Skilled in program management and client advocacy, ensuring strategic alignment and profitability with a focus on results. Demonstrates exceptional ability to bridge sales and support, achieving significant client retention.
Overview
11
11
years of professional experience
Work History
Client Partner Executive
Itential, LLC
11.2020 - Current
- Supporting Enterprise and Tier 1 Service Provider Account (Sales) team(s) for all Professional Services and Post-Sales client support
- Responsible for profitability and end-client satisfaction for all active Professional Services engagements
- Develop and execute strategic plans aimed at increasing adoption and value realization of Itential Software in alignment with clients Business Objectives
- Develop and maintain strong relationships with key executive sponsors within each client by consistently delivering tailored solutions and proactive communication
- Proactively review customer feedback to pinpoint areas of requiring any improvement, implement and necessary changes to enhance services quality
- Improved customer satisfaction with prompt issue resolution and diligent followups
Advances Services Service Delivery Leader
Cisco Systems, Inc.
06.2019 - 11.2020
- Maintain strong partnership with Account (Sales) team to deliver sales requirements and opportunities to expand the Cisco footprint inside Wells Fargo from both a Solution and Services perspective
- Responsible for Managed Service Partner relationships essential to the delivery of a 5-Year $300M Lifecycle program
- Manage day-to-day operations for the organization including financial planning, portfolio oversight, governance and standards as well as run the business activities
- Responsible for $46M+ annual Profit & Loss (P&L) for all Services Delivery across all AS-T/AS-S/XaaS. Regular reporting and forecasting of all associated Revenue, COGS, and PCOGs
- Optimized resource allocation across multiple projects to maximize productivity while minimizing costs.
- Collaborated with cross-functional teams to ensure timely completion of projects and customer satisfaction.
- Regularly reviewed team performance metrics and conducted gap analysis to identify areas for improvement, coaching opportunities, or training needs.
Customer Operations Manager
Cisco Systems, Inc.
07.2015 - 06.2019
- Assessed staffing needs based on workload fluctuations and planned strategic hiring initiatives accordingly resulting in reduced costs and increased productivity
- Streamlined team communication for improved collaboration, leading to faster issue resolution and increased customer retention.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Implement business strategy supported by business analytics and intelligence enabling effective alignment of resources to overall organizational goals and objectives
- Ensure the long-term success of the organization by leading strategic execution of key long-term priorities and initiatives including the ongoing development and transformation of the services sales teams
- Manage day-to-day operations for the organization including financial planning, portfolio oversight, governance and standards as well as run the business activities
Program Manager
Cisco Systems, Inc.
06.2013 - 07.2015
- Oversight of multiple strategic projects with numerous sub-projects or workstreams.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Manage day-to-day operations for Advanced Services Service Provider teams including financial planning, portfolio oversight, governance, and standards as well as run the business activities
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
Education
Masters Certificate of Project Management -
ESI International-George Washington University
Womens Professional Development Workshop -
Simmons School of Management
Skills
- Extremely successful with the ability to bridge gaps between sales and customer support
- Effective at client retention by delivering tailored solutions and proactive communication
- Proven client advocacy driving customer success, prioritization of customer objectives, and enhancement of overall customer experience
- Highly focused on relationship management
Timeline
Client Partner Executive
Itential, LLC
11.2020 - Current
Advances Services Service Delivery Leader
Cisco Systems, Inc.
06.2019 - 11.2020
Customer Operations Manager
Cisco Systems, Inc.
07.2015 - 06.2019
Program Manager
Cisco Systems, Inc.
06.2013 - 07.2015
Masters Certificate of Project Management -
ESI International-George Washington University
Womens Professional Development Workshop -
Simmons School of Management