Nathan Baker
Lebanon,OH
Summary
Experienced Manager and Project Manager with proven success in leading and managing a wide range of project types, involving information technology, customer engagement campaigns, and outsourced services. Expertise in a range of areas, including total cost of relationship management, operations management, process improvement, sales, and marketing. Proven experience in developing successful client relationships, and problem resolution. Expert at leading programs and projects while successfully applying available solutions to maximize customer satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Program Manager, Community Enablement
1WorldSync
Dayton, OH
01.2019 - Current
- Responsible for designing and developing strategic client programs for execution and delivery in a timely and effective manner
- Develop working relationships with some of the largest companies and brands in the world!
- Engages current business customers in order to advise and recommend better utilization of 1WorldSync solutions to meet their business needs and challenges
- As part of these interactions I am involved in reinforcing product benefits, providing product training and recommending new or different solutions
- Relationship management including building, maintaining, and improving long-term, mutually beneficial relationships with key individuals and teams both internally and externally
- Impactful experience at managing interactions with clients, customers and key stakeholders
- Ensuring that the organization’s brand and identity is adhered to in campaigns and in all communication channels
- Delivering regular reports of campaign results (internal and customer), including web analysis and evaluation of KPIs
- Maintaining regular measurement of the ROI of campaigns
- Writing, editing and proofreading copy for promotional materials within marketing campaigns
- Collecting and using data to inform new campaigns and the evaluation of existing campaigns
Supervisor, Community Engagement
1WorldSync
Dayton, OH
01.2017 - 01.2019
- Managed a team of 3-5 high performing individuals that were responsible for proactively engaging suppliers and brand owners to synchronize content with our data recipient partners
- Create and maintain outbound campaigns (email, phone, etc) with clear and consistent value propositions
- In addition we would assist our customer base to leverage our available solutions and up-sell opportunities
- In addition, the team was responsible for customer service and account maintenance and annual subscription renewal notifications
Senior Inside Sales and Retention Representative
1WorldSync
Dayton, OH
01.2017 - 01.2018
- Senior member of a team that served as point of contact for existing and potential subscribers
- Requirement for excellent customer service, understanding customer needs to build trust and brand loyalty, leading to repeat business and long-term relationships
- Collaborates with the Account Managers and Program Manager to assist in maintaining existing subscription services and generation of incremental sales of services
Solutions Advisor
GS1 US
Dayton, OH
01.2011 - 01.2016
- Proactively engages current GS1 US business customers in order to advise and recommend better utilization of GS1 US solutions to meet their business needs and challenges
- As part of these interactions I am involved in reinforcing product benefits, providing product training and recommending new or different solutions
- Customer engagement activities including inbound/outbound customer contacts
- Account Manager for 1WorldSync GDSN data pool subscribers
- Operated as the lead point of contact for any and all matters specific to 1WorldSync subscribers
- Including listening to each client in order to gain an understanding of their individualized needs, in order to direct them to the appropriate product or services
- Management of subscriber expectations in relation to service delivery and resolving any concerns of conflicts they might encounter
- Focus on subscriber retention through clear communication of the 1WorldSync value statement
- Ramp representative for 1WorldSync data sync request campaigns
- Activities involve customer outreach requests via phone and email, maintaining relationships with key stakeholders from recipients and meeting connection activity goals
- Primary ramp representative for Target, Meijer, Wakefern Foods, Sam’s Club, H-E-B Grocery
- Previously was responsible for the Rapid Recall Exchange subscriber readiness campaign
- Campaign involved customer outreach efforts to maintain user accounts and provide training for customers on the usage of the Rapid Recall web portal
- Increased user involvement through training and professional development efforts
- This includes leading interactive webinar sessions for the subscriber base
Account Manager / Project Manager
VARTEK SERVICES, INC.
Dayton, OH
01.2006 - 01.2010
- Company Overview: (Formerly VARtek-Value Added Technologies)
- Managed up to 7 client accounts consisting of over 4,000 computer system seats and staff of up to 25 technicians
- Position was multifaceted and included: compliance to legal contracts, financial planning including client profitability and revenue forecasting, management of service level agreements and technical resource productivity
- Accounts totaled up to $4M in annual revenue
- Lead Account Manager credited with growth of technical services division sales by 200% in 1 year
- Effectively built relationships with clients, executives, management and internal personnel to ensure all efforts resulted in achieving and exceeding annual revenue, order and profitability objectives
- Applied new cost savings hardware innovations and technical process improvements to reduce overall computer system seat cost from $1K per seat to $450 per seat over a 3 year period
- Project managed new account opportunities to produce both a Technology Analysis Report and sales proposal
- Overall sales win rate of over 70% of opportunities
- Lead teams to collect and analyze customer technology spending data over 3 – 5 year period to produce financial recommendations to reduce overall costs
- Project managed deployment of standardized VARtek systems
- Standardized system allowed for client to better integrate new curriculum initiatives and allowed for better academic performance
- Managed training initiatives in conjunction with deployment of standardized systems, resulting in significantly reducing the number of initial service requests and overall technical costs
- Led initiatives to increase use of remote meeting and video conference technologies to reduce corporate travel expenses
- (Formerly VARtek-Value Added Technologies)
Customer Service Supervisor / Inside Sales Support
VARTEK SERVICES, INC.
Dayton, OH
01.2000 - 01.2006
- Company Overview: (Formerly VARtek-Value Added Technologies)
- Managed a small but highly productive group of Customer Service Representatives, ranging in size from 1 – 3 representatives
- Worked as the primary sales support group for the sales team
- Established process and templates for setting up 5 year equipment replacement plans for computer systems, printers, file servers, network infrastructure, etc
- Increased corporate earnings by over $1M by setting up processes for integration of E-Rate funding into services division offerings
- Developed and administered marketing databases for direct mail, email marketing and other lead generation campaigns that lead to increased sales
- Assisted in creation of sales documents, including research, presentation development and creation of supporting graphics, charts, and other tools that lead to increase in sales win percentages
- Developed web-based customer satisfaction survey tool and processes for effectively collecting and analyzing data to allow company to pinpoint specific account problems and put together plans to resolve potential points of customer dissatisfaction
- (Formerly VARtek-Value Added Technologies)
Customer Service Representative / Inside Sales Support
VARTEK SERVICES, INC.
Dayton, OH
01.1998 - 01.2000
- Company Overview: (Formerly VARtek-Value Added Technologies)
- One of the first customer service representatives ever to be hired by VARtek
- Instrumental in establishing standardized processes for customer communications and internal quote and order processes
- Led creation of new hardware and services quote templates to streamline proposal processes
- Effectively integrated office automation tools and communication software (Microsoft Word, Excel, PowerPoint; Outlook, Goldmine) to improve communication and productivity in the office environment
- Created and managed product marketing brochures leading to stronger sales in both hardware and services divisions
- Primary sales support representative for up to 7 – 10 different sales account managers
- (Formerly VARtek-Value Added Technologies)
Education
BA - History
Wright State University
Dayton, OHSkills
- Partnerships and resource mobilization
- Detail-oriented
- Team leadership and direction
- Support Services
- Cross-Functional Management
- Stakeholder Relations
- Project lifecycle
- Community outreach
- Project Scope Management
- Cross-functional team leadership
- Effective Relationship Management
- Expertise in Microsoft Office Applications
- Experience with Microsoft Dynamics CRM Solutions
- Oracle NetSuite
- Marketo Campaign Management
- WordPress Development
Certification
Microsoft Partner University – Authorized Education Software Reseller
Professional Development
- University of Dayton-Center for Leadership – Navigating Difficult Conversations
- University of Dayton-Center for Leadership – Effective Conflict Management
- Course for Senior Managers by Aileron
- Dale Carnegie: Leadership Training for Managers, The Dale Carnegie Course, Sales Advantage
- PMI – Transition to Project Management
- New Horizons – Microsoft Sales Essentials
References
References available upon request.
Timeline
Program Manager, Community Enablement
1WorldSync
01.2019 - Current
Supervisor, Community Engagement
1WorldSync
01.2017 - 01.2019
Senior Inside Sales and Retention Representative
1WorldSync
01.2017 - 01.2018
Solutions Advisor
GS1 US
01.2011 - 01.2016
Account Manager / Project Manager
VARTEK SERVICES, INC.
01.2006 - 01.2010
Customer Service Supervisor / Inside Sales Support
VARTEK SERVICES, INC.
01.2000 - 01.2006
Customer Service Representative / Inside Sales Support
VARTEK SERVICES, INC.
01.1998 - 01.2000
BA - History
Wright State University
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