MONICA LESTER

• Led QBRs and strategic account planning for SMB and mid-market clients, uncovering new revenue streams and expanding into WEM/WFM, SaaS, and services.
• Collaborated cross-functionally with CSMs, sales engineers, and channel teams to deliver WFM solutions and professional services, serving as both a partner collaborator and value-added reseller to drive solution adoption and client success.
• Negotiated multi-year WFM renewals—aligning contract terms with business goals to prevent churn, restore SaaS terms from 1 to 3 years, and boost retention-related revenue by 25%.
• Mentored new sales staff in consultative selling and objection handling; leveraged Salesforce for pipeline forecasting and executive reporting.

1998 - 2009, 2011 - 2021

• Consistently exceeded $1.5M–$3M quotas delivering CCaaS, CCI, WEM/WFM, and SaaS solutions across SMB, mid-market, enterprise, and Fortune 500 clients; honored with 10+ President’s Club awards.
• Built trusted relationships with C-level and IT stakeholders across healthcare, insurance, hospitality, and HR by hosting strategic QBRs and delivering tailored solution plans.
• Collaborated cross-functionally with product, CSM, and channel teams to scale solutions and co-execute GTM strategies, increasing market reach and client retention.
• Integrated professional services—including training, system integration, and support—into sales to maximize client value and drive adoption.

• Applied motivational interviewing to help clients overcome ambivalence—skills now leveraged to influence buying decisions and build stakeholder trust in complex sales.
• Led individualized planning and served as interim site director, demonstrating leadership and strategic guidance in high-impact environments.