MOSES A. HARDIE, III

• As one of only two Enterprise Success Managers, maintained a book of business of 40 to 50 of the companies largest (strategic/white glove) ARR clients
• Maintained, on average, 100% gross retention rate
• Introduced "Insightly Day" upsell initiative that helped to motivate clients to "sell" the tool to other internal departments not yet using the tool
• Through regular collaboration with sales team, responsible for leading efforts with client renewals, product growth and upselling
• Planned and led team meetings to review business results, strategic product usage and communicate new and ongoing priorities.
• Developed and lead product training efforts and product roadmap updates
• Collaborated with sales team to develop and execute success/account plans.
• Compiled customer feedback for cross-functional departments to improve product or service features.

• Average Net Retention Rate = 115%
• Responsible for a Enterprise Client Book of Business of 40 to 50 clients
• Recognized by CEO Steve Sloan as 2-time consecutive Top Performer in first 2 fully active quarters as a CSM
• Assisted with revamping the Quarterly Business Review template to simplify usage data and product roadmap communication with the client
• Coordinated training programs, enabling cross functional teams to support company objectives.
• Led best practices calls for clients based on regular review of product usage
• Provided strategic guidance on product usage and best practices to maximize customer value.

• Directly responsible for all day-to-day maintenance and ROI related activities for a Book of Business of approximately 40 clients
• Client book accounted for a total company yearly value of $2.1 mil, including Fortune 500 companies such as Choice Hotels, JetBlue and Discover Financial Services
• Achieved average 100% gross retention, with an average 110% in net retention through growth efforts
• Invited to be a member of the “Guest Trainer” initiative, where internal UserTesting leaders lead platform training courses for clients on a myriad of topics
• Generated ideas directly to the product and marketing teams for improving products based on insights from customers.
• Produced comprehensive reports on customer health metrics and key performance indicators to provide in Executive Business Reviews.
• Managed escalations from customers while ensuring a positive experience throughout the resolution process.

• In quarter prior to company-wide lay-off, led the Success Team in retention efforts with 125% retention (net) of book of business
• Consistently met and exceeded Monthly Engagement (metric to gauge proactive engagement) of 90%
• Book of Business accounted for total yearly value of $2.6 mil, including Fortune 500 companies such as Looker and Quicken.
• Solely responsible for all client retention through upselling, renewals, product demonstrations/walkthroughs and all things related to user experience.
• Maintained both Quarterly Business Reviews, bi-weekly huddles and C-Suite Executive Business Reviews with all clients

• Played a key role in the development of a quarterly peer-development week consisting of training, executive guest speakers and opportunities for heightened exposure
• Promoted to Southeast Region in National Accounts (higher dollar value clients) based on consistent stellar performance with assigned book of business
• Worked closely with marketing team to create content that educates customers about our services.
• Assisted in organizing events such as webinars or workshops aimed at increasing customer engagement levels.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Monitored KPIs to assess customer engagement weekly to provide a clear and concise view of product usage and best practices.

Operations Supervisor (Nov 2015-Aug 2016):

• Promoted by Sr. Director to lead the Sr. CSR Team within the first 3 months in the supervisor role.
• Solely responsible for department “branding”, including site-wide template development, multiple site newsletter/“playbook” concepts (stretch assignment)
• Managed the Sr. CSR/Sales Support Team of approximately 20 to 30 in the HDE Customer Appointment Center
• Directed, maintained and executed initiatives to support my team to provide direct support to customers, field representatives and vendors.
• In their daily roles, they were direct contacts and support for our field sales consultants
• Played a vital role in many facets of the agents' position including (but not limited to) escalations, salary-related issues, peer cohesiveness, policy/process enforcement, etc

Sr. Communications Supervisor (Mar 2013-Nov 2015):

• Created the ground work, development and production of the Contact Center Recognition Program for both sites (multi-faceted program to reward outstanding associate performance)
• Managed all communicative needs/efforts for both sites (GA and UT) in lieu of a communications department
• Acted as the communicative liaison between site directors, site leadership and site associates.
• Led all initiatives on site-wide recognition efforts and the regular communication of site-pertinent information

Contact Center Operations Supervisor (Jun 2012-Mar 2013):

• As one of the site’s first supervisors, garnered the highest average order value and the highest revenue per contact through self-developed training for my team (later adopted by the entire department)
• Promoted as the contacts center’s first Communications Supervisor based on the initiative taken to develop the site’s communication process
• Provided guided leadership for a team of 20 to 30 customer service representatives
• Central point of escalation management
• Led all hiring, termination, promotion and process/policy issues