Michelle Brewer
Denver,CO
Summary
Results-driven Channel Engagement Manager and Associate Sales Support Manager with a proven ability to develop and implement effective strategies that strengthen partner relationships and drive business growth. Proven track record at developing personnel and providing effective support to internal and external teams in order to meet or exceed sales targets. Adept at leveraging communication skills and data-driven insights to optimize channel engagement and foster a productive sales environment. (add something about delivering CSAT/CS; resolving escalations)
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Sales Support Manager | VMware Channel Engagement
CONCENTRIX
07.2023 - Current
- Manage and develop a channel engagement team comprised of 4 personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures
- Create and disseminate knowledge base documents and training material for channel partners and the channel engagement team
- Identify process improvement opportunities to enhance operational effectiveness and improve team productivity, which frees up 1-2 hours for each personnel every week to focus on needle moving tasks
- Won Team Player award in November 2023, after my first quarter as manager for lifting team morale
- Perform duties outlined in below position
Partner Specialist & Associate Partner Specialist | VMware Channel Engagement
CONCENTRIX
11.2020 - 07.2023
- Cultivate, manage, and expand relationships with 60+ mid-tier resellers and 1 distributor (out of 3 total), acting as the subject matter expert (SME), trusted advisor, and main point of contact for VMware licensing and renewals
- Develop and execute targeted engagment programs that enhance partner satisfaction and loyalty while driving program participation. Within a quarter, I identified and confirmed the correct main point of contact for 14 partners who were previously unresponsive, exceeding goal by 280%. Within the first year, I generated 13 new introduction calls with resellers, leading to a 29% increase in partner participation, exceeding goal by 20%
- Collaborate with all levels of a reseller's leadership team to build and execute quarterly and annual strategic growth plans that align with each company's directives and goals. Hold partners accountable and help them improve their strategy toward achieving these goals by identifying training opportunities, renewal and cross-sell/upsell market strategies, lead generation activities, and success measures (KPI's)
- Monitor, analyze, and forecast partner performance metrics using a CRM. Create and send weekly pipeline reports to channel leadership. Conduct monthly/quarterly business reviews with partners and use data-driven insights to assess and optimize performance, identify growth opportunities, maximize profitability and market share, address business challenges, and ensure realization of expected revenue
- Provide an exceptional level of customer service and resolve escalations, issues, and concerns raised by channel partners and internal sales reps in a timely and effective manner in order to remove obstacles and achieve sales targets. Coordinate cross-functionally with internal sales, operations, product, and management teams to create a seamless experience for the customer
- Conduct weekly and quarterly trainings to educate renewals sales reps and channel partners on VMware systems and processes, renewal sales and channel best practices, market changes, and how my team can best assist them in order to drive revenue growth and customer satisfaction. Efforts contributed to a 20% growth in year over year sales for the End-user Computing business line.
Customer Success Specialist | VeloCloud SD-WAN by VMware Renewals
ServiceSource (acquired by CONCENTRIX)
05.2020 - 11.2020
- Develop and maintain strong relationships with a portfolio of existing customers, including Fortune 500 companies, to ensure successful renewals of VeloCloud SDWAN subscriptions
- Successfully negotiate contract renewals and pricing terms with customers
- Collaborate with internal teams, including sales, operations management, and quoting to optimize old renewal processes to drive strategic growth and increase revenue of $80k within the first 6 months
- Utilize Salesforce CRM and other tools to track and manage customer and account team interactions in addition to forecasting incoming renewals
- Participate in team meetings and trainings to stay up-to-date on product changes and sales techniques
Customer Success Specialist | VMware Inside Sales and Cross-Sell/Upsell
ServiceSource
02.2019 - 05.2020
- Monitor and analyze customer usage data and install base reports to identify trends and opportunities for upselling and crossselling
- Engage in proactive outreach and conversations with current customers to promote crossselling and upselling offers and develop leads for the sales team
- Regularly exceed daily goal of 3 hours of talk time and a quarterly goal of 120 qualified leads Utilize Salesforce and other tools to track and manage sales activities and provided weekly reports to management
- Participate in team meetings and trainings to stay up-to-date on product changes and sales techniques
Customer Success Specialist & Representative | Intuit ProConnect Group Inside Sales
ServiceSource
08.2017 - 02.2019
- Demonstrate success in achieving and exceeding net new sales and renewal sales targets by nurturing warm leads and existing customers
- Meet and exceed sales targets and KPIs by engaging both new leads and existing customers through a combination of cold calling, emails, and virtual meetings. Daily KPIs include: call a minimum of 75 people and generate 4-6 leads or process 7 renewal orders - consistently achieving top performer status within the team
- Utilize Salesforce CRM to track customer interactions and maintain accurate records of sales activities. Report results to manager daily and weekly
- Collaborate with learning team and direct manager to develop training materials for new hires. Train and mentor new team members
- Serve as a Member of Lean-In Planning committee and the Toastmasters board
Field Energy Specialist
SolarCity (acquired by Tesla Energy)
06.2016 - 08.2017
- Manage front end of the outside sales process and provide Tesla’s “perfect customer experience”. Collaborate with sales and installation teams to ensure seamless project execution and client satisfaction.
- Continuously drive solar system and electric battery sales growth through lead generation in retail and event settings. Conduct initial assesments to evaluate energy needs, solar potential, and feasibility for residential clients. Engage and educate prospective customers on company products and motivate them to schedule an in-home evaluation with a solar consultant.
- KPI’s include engaging 100+ people daily, qualifying 20+ homes daily, scheduling consultations within 1-3 days, and closing 5+ contracts every month.
- Stay abreast of industry trends, regulations, and advancements in renewable energy technologies. Take on additional responsibilities, which include organizing team-bonding events, creating training materials, training teammates, and providing a supportive work environment.
Education
B.S. in Biology and Minor in Sustainability -
University of Colorado Denver
Denver, CO05-2013
Skills
- Relationship Building and Management
- CRM Data Analysis and Reporting
- Communication and Presentation
- Cross-functional Collaboration
- Customer Support and Success
- Channel Sales and Account Management
Certification
Foundational Leadership Program Concentrix November 2023
Timeline
Associate Sales Support Manager | VMware Channel Engagement
CONCENTRIX
07.2023 - Current
Partner Specialist & Associate Partner Specialist | VMware Channel Engagement
CONCENTRIX
11.2020 - 07.2023
Customer Success Specialist | VeloCloud SD-WAN by VMware Renewals
ServiceSource (acquired by CONCENTRIX)
05.2020 - 11.2020
Customer Success Specialist | VMware Inside Sales and Cross-Sell/Upsell
ServiceSource
02.2019 - 05.2020
Customer Success Specialist & Representative | Intuit ProConnect Group Inside Sales
ServiceSource
08.2017 - 02.2019
Field Energy Specialist
SolarCity (acquired by Tesla Energy)
06.2016 - 08.2017
B.S. in Biology and Minor in Sustainability -
University of Colorado Denver
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