Lindsay Mahlich
Grand Rapids,Michigan
Summary
Proven leader in customer experience and quality at Dell Technologies, adept in complex solution scoping and building business relationships. Spearheaded initiatives that supported closing over $30 million in sales, doubling yearly renewal revenue, and exceeding sales goals by nurturing key accounts and leveraging technical proficiency for customer success.
Overview
22
22
years of professional experience
Work History
Customer Experience & Quality Executive
Dell Technologies
09.2021 - Current
- Advocate for enterprise customers and represent their desired business outcomes across the Dell portfolio. In FY24, supported the closing of over $30 million in sales and services throughout customer engagements.
- Identify systemic issues preventing customer success and drive resolution through project management and leadership oversight. Engagement throughout the Dell portfolio, including storage, client, backup/recovery, and SaaS.
- Build and execute a customer success plan to address the customer's business objective and mitigate exposure for future customers.
- Provide executive-level oversight to ensure customer success. Take the lead on difficult conversations with customers when Dell fails to deliver on their expectations. Represent Dell services leadership at C-level customer interactions.
- Engage with the customer to rebuild trust in Dell, allowing sales to focus on future opportunities. Identify service opportunities to drive customer success.
- Work directly with the global presales team to identify internal obstacles impacting sales and address them internally.
Service Account Manager
Dell Technologies
11.2015 - 09.2021
- Collaborate with enterprise customers, sales, and support to drive customer experience and advocate for assigned customer's needs.
- Proposed and provided a service solution to my customer that doubled the yearly renewal revenue for several years.
- Trusted technical advisor and point of contact for escalation management for large enterprise data storage customers.
- Proactively worked with customers to maintain the health of their environment, including asset management, code currency remediation, and renewal of support services.
- Achieved 100% entitlement renewal rate for five years, achieving over a million dollars in renewal revenue each year.
- Provided detailed technical analysis to customers to identify support and service trends within their environment and highlight opportunities.
- Trusted advisor for named SLED account to build out SOP on cyber security mitigation for their storage and backup environment and data center relocation.
- Collaborate internally and externally to learn and define best practices to drive customer success.
Sales & Channel Development
SalesPad
11.2013 - 10.2015
- Achieved over 100% of sales goals using a consultative sales approach to provide solutions with SalesPad software and services to current and future Microsoft. Partners and Microsoft Dynamics GP users.
- Responsible for existing customer bases to ensure retention on all SaaS.
- Grew and developed our active base of Microsoft Partners while consistently exceeding quota.
- Lead sales discovery to identify and present additional solutions based on the customer's needs.
- Partner with Microsoft Partners to determine new opportunities and follow up on existing Partner leads.
- Enhanced overall customer experience by addressing pain points identified through feedback from channel partners and their clients on software CRM functionality.
Sales Manager
Verizon
10.2002 - 01.2013
- Led sales team to consistently exceed monthly sales goals. Winner's Circle recipient.
- Responsible for all aspects of daily operations, including financial budgets and forecasts, employee development, customer escalations, merchandising, inventory control, and audit compliance.
- Analyzed daily performance to ensure the store delivered on financial budgets and adjusted business practices according to P&L statements.
- Assisted district manager in quarterly operation reviews and served as a mentor to new managers joining the team.
Education
BBA - Business Administration And Management
Baker College
Michigan2020
Skills
- Account Management
- Consultative Sales Approach
- Complex Solution Scoping
- Customer Escalation Management
- Customer Success
- Project Management
- Customer Retention/Renewal of Services
- Customer Satisfaction
- Technical Proficiency
- Business Relationship Management
- Services Sales
- CRM: Salesforce
Timeline
Customer Experience & Quality Executive
Dell Technologies
09.2021 - Current
Service Account Manager
Dell Technologies
11.2015 - 09.2021
Sales & Channel Development
SalesPad
11.2013 - 10.2015
Sales Manager
Verizon
10.2002 - 01.2013
BBA - Business Administration And Management
Baker College
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