Q. Wiggins

Current Client Base:

• 125+ Enterprise, Business, and OpenSource Customers:
• Successfully manage relationships with over 125 clients, including Enterprise-level, Business, and OpenSource customers, ensuring their satisfaction and business growth."

Territory:

• Territory: US-East, Canada, and EMEA:
• Responsible for sales, account management, and customer success across the US-East, Canada, and EMEA regions, driving revenue growth and market expansion.Achieved a 98% retention rate & driving $3.2M in ARR, representing a 15% YoY growth. Maintained & grew MRR by 15% through implementation of ROI strategies & product recommendations to drive adoption & expansion.
• Executed client success plans, resulting in 30% increase in customer satisfaction scores and a 25% reduction in churn rate. While also, spearheading positive customer relations by proactively addressing problems, leading to a 25% reduction in customer complaints and a 15% increase in customer satisfaction ratings.
• Oversaw implementation projects, managing a team of 20 technical and service staff members, resulting in 30% improvement in project success rate and a 25% reduction in implementation timelines.
• Developed & nurtured relationships with key stakeholders, resulting in 20% decrease in churn and 15% increase in customer advocacy, as measured by Net Promoter Score (NPS).
• Monitored key metrics, such as customer health scores and product usage analytics, and identified actionable insights to improve efficiency, resulting in a 20% increase in customer engagement and a 10% reduction in support ticket resolution time.
• Planned strategic initiatives to penetrate key accounts, resulting in a 30% increase in revenue from targeted accounts and a 15% expansion in market share.

• Exceeded quarterly goals, that surpassed targets by 110%+ quarterly, resulting in a 20% increase in revenue growth. Managed a diverse portfolio of 85+ Enterprise & Public Sector accounts, with a book of business $5MM, driving a 95% customer retention rate & a 10% expansion in contract value.
• Built & implemented a highly effective user adoption & engagement program, increasing product adoption by 25% & improving customer satisfaction scores by 15%.
• Architected team Key Performance Indicators (KPIs) focused on adoption, retention, customer satisfaction, & expansion. Achieved a 20% increase in overall adoption rate, 15% improvement in customer satisfaction, & 10% growth in expansion revenue.
• Strategized with client stakeholders resulting in a 15% increase in customer goal achievement & 20% improvement in customer retention.
• Streamlined & standardized CSM processes across multiple teams, resulting in a 30% increase in operational efficiency, a 20% reduction in response times, & a 25% improvement in customer satisfaction. Improved Training to Ensure and Drive Customer Adoption, resulting in a 25% increase in product adoption rates & a 15% reduction in time TTV for customers.
• Supervised a team of Engineers to provide clients with the correct technical resource & ensure SLAs. Achieved a 98% SLA compliance rate, reducing downtime by 20% & improving overall customer satisfaction by 15%.
• Created "Did You Know" campaigns with Marketing, leading to a 20% increase in customer engagement, a 15% growth in product feature adoption, and a 10% improvement in customer retention.

• Managed the largest enterprise accounts in the cloud technology sector, driving a 25% increase in revenue and establishing Onica as a trusted partner in the industry.
• Collaborated cross-functionally with sales, delivery, and service teams, resulting in a 30% increase in client satisfaction scores and a 25% improvement in client referral rate.
• Optimized and developed business development strategies, leading to a 15% increase in revenue and a 10% expansion of the customer base.
• Guided service utilization, resulting in a 20% reduction in customer support tickets and a 30% improvement in response time.
• Aligned delivery of services with desired outcomes, achieving a 95% success rate for customers in achieving their stated goals and a 15% increase in customer advocacy.
• Orchestrated onboarding timelines and tasks utilizing Agile/Scrum principles, resulting in a 20% decrease in onboarding time and a 25% increase in product adoption rate.