Marla Lit
Peoria,AZ
Summary
Sales and business development leader with 20+ years of experience driving revenue, managing cross-functional programs, and delivering measurable results in customer-facing environments. I’ve led teams, built strong stakeholder relationships, exceeded sales targets, and partnered across departments to improve retention, growth, and operational performance.
My background includes Customer Success Management, Sales Enablement Program management, training, and business development, where I consistently supported revenue growth, process improvement, and team development. I’m open to opportunities where I can help companies grow through strategic execution, relationship management, and results-driven leadership.
Overview
12
12
years of professional experience
Work History
Customer Success Manager - Middle Markets
Lumen Technologies
Denver, Remote
02.2024 - 07.2026
- Achieved sales targets, exceeding retention and migration goals YTD.
- Increased migration, renewal and expansion opportunities by identifying customer needs early, aligning solutions to business goals, and presenting strategic recommendations that supported account growth.
- Tracked customer health metrics, usage trends, and risk indicators to anticipate churn and prioritize outreach for at-risk accounts, reducing escalations effectively.
- Managed team of 7-12 and portfolio of enterprise and mid-market accounts, enhancing customer relationships and ensuring long-term retention through proactive success planning and regular business reviews.
- Partnered with sales, support, and technical teams to resolve escalations quickly, improve customer experience, and ensure seamless service delivery across complex telecom and technology solutions.
- Built trusted relationships with key stakeholders and executive sponsors by delivering clear communication, consistent follow-up, and solutions tailored to evolving business priorities.
- Supported account strategy with CRM and customer success tools to maintain pipeline visibility, document engagements, and deliver actionable recommendations.
- Facilitated regular check-ins to assess customer satisfaction and address concerns.
- Collaborated with cross-functional teams to resolve customer issues efficiently.
- Analyzed customer feedback to identify trends and improve service offerings.
College Connect Program Manager
Lumen Technologies
Broomfield , Remote
09.2019 - 02.2024
- Manage cross-functional teams and multiple workstreams to deliver strategic projects on time and within budget.
- Developed strategic plans, defined measurable goals, and monitored progress against key performance metrics.
- Lead daily program operations while ensuring compliance with policies, procedures, and regulatory requirements.
- Built strong stakeholder partnerships that supported program initiatives and contributed to long-term success.
- Evaluate program effectiveness, identify improvement opportunities, and implement actionable solutions.
- Streamlined processes to enhance program efficiency using data-driven solutions.
- Facilitate workshops and coaching sessions to strengthen team performance and professional growth.
- Resolve technical, financial, and operational issues through collaboration with directors, SMEs, and team members.
- Recruit, interview, and hire employees while supporting a positive and high-performing team culture. 500+ Hired with an 89% retention rate over 3 years.
- SME for three areas of training: Sales, Customer Success and Solutions Engineering.
- Led cross-functional teams to deliver complex technology solutions.
- Managed project timelines and coordinated resources effectively.
- Developed and maintained project documentation for compliance and tracking.
- Facilitated stakeholder meetings to gather requirements and feedback.
- Trained team members on project management best practices and tools.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Oversaw program compliance with requirements, schedule and budget.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Generated and delivered reports, program review presentations and other program status updates.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
Sr. Business Development Manager
Chase Bank
Denver, CO
06.2014 - 09.2019
- Identified new business opportunities and increased revenue through strategic prospecting and account growth.
- Exceeded annual sales targets by maintaining a high-performance, customer-focused approach.
- Negotiated and closed long-term agreements within assigned territory.
- Cultivated client relationships that enhanced retention and loyalty, fostering long-term partnerships.
- Coordinated with cross-functional teams to design proposals and deliver tailored client solutions.
- Delivered presentations at conferences and trade shows to generate leads and strengthen brand visibility.
- Streamlined sales funnel using data-driven insights and process enhancements.
- Mentored junior staff on business development best practices and client relationship management.
Sr. Bank Field Support Manager
Chase Bank
06.2016 - 09.2017
- Partnered with bank-level employees to enhance understanding of merchant services, driving increased engagement and revenue growth across business banking teams.
- Delivered targeted training, workshops, and one-on-one coaching to improve banker proficiency and confidence in positioning merchant solutions.
- Strengthened awareness of merchant services partnerships by aligning field support efforts with organizational goals and banker needs.
- Collaborated cross-functionally with business banking leaders to implement education strategies that improved adoption and overall program success.
- Analyzed performance data and sales trends to identify opportunities, optimize strategies, and support revenue generation initiatives.
Supervisor Customer Care
DHL
Tempe, AZ
Senior Manager Global Business Development
Hotel Connections
Jersey City, NJ
Customer Service HR Manager
TLX, INC
Scottsdale, AZ
Sales Manager, Leading Hotels of the World
Pegasus Solutions
Scottsdale, AZ
Education
Human Resources Management -
University Of Phoenix
Skills
- Program Management
- Stakeholder Engagement
- Team Leadership
- Cross-Functional Collaboration
- Customer Growth Strategy
- Relationship Management
- Strategic Planning
- Process Improvement
- Customer Onboarding
- Data-Driven Decision Making
- Presentation Delivery
- Program operations
- Strategic Initiative
- Process Optimization
- Conflict Resolution
- Customer Success Tools
- Relationship building
- Process improvement
- Conflict resolution
- Stakeholder engagement
- Staff mentoring & leadership
Community Service
- Crisis Response Team
- Glendale Fire Department
- Tour of Duty Wounded Warrior
Additional Leadership Experience
- Supervisor Customer Care, DHL, Tempe, AZ
- Senior Manager Global Business Development, Hotel Connections, Jersey City, NJ
- Customer Service HR Manager, TLX, INC, Scottsdale, AZ
- Sales Manager, Leading Hotels of the World, Pegasus Solutions, Scottsdale, AZ
Timeline
Customer Success Manager - Middle Markets
Lumen Technologies
02.2024 - 07.2026
College Connect Program Manager
Lumen Technologies
09.2019 - 02.2024
Sr. Bank Field Support Manager
Chase Bank
06.2016 - 09.2017
Sr. Business Development Manager
Chase Bank
06.2014 - 09.2019
Sales Manager, Leading Hotels of the World
Pegasus Solutions
Customer Service HR Manager
TLX, INC
Senior Manager Global Business Development
Hotel Connections
Supervisor Customer Care
DHL
Human Resources Management -
University Of Phoenix