Hi, I’m
Shannon C. Little
RALEIGH,NC
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
years of professional experience
3
years of post-secondary education
Work History
Citrix SystemsRaleigh, NC
Manager, Program Management
09.2021 - 01.2023
Job overview
- Retention, WW Customer Success Management, Continuing to run the Risk and Retention Programs within the Customer Success
- Built Retention CSM workflow to ensure we can track impact
- Coach Retention CSMs on working with WW CSM team, multiple books of business, networking cross functionally, building out retention plans and reporting on progress
- Enhance existing Risk Pipeline calls to meet the needs of the business
- Owning and supporting multiple strategy workstreams to upgrade different facets of the CS strategy and support material
- Maintain a close working relationship with Sales Operations to ensure a clean available pool and accurate retention tracking
- Created, actioned, maintained CSM territories and coverage model with standard operating procedure.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Conducted regular technical meetings and program briefings for corporate management and customer personnel.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Tracked KPI and monitored net profitability of assigned agreements.
Citrix SystemsRaleigh, NC
Lead Program Manager
04.2019 - 09.2021
Job overview
- Of Risk and Retention within the Customer Lifecycle
- Constructed and delivered all training related to Risk and Retention Programs
- Built out post-analysis for ‘Closed-Lost’ or ‘Downgraded’ renewals
- Created and Pragmatized adoption blockers and risk within the Customer Lifecycle
- Helped define and build out a solitary Customer Health Score to be used company wide
- Spearheaded and hosted Risk Pipeline calls for Customer Success team to review current ‘At-Risk’ accounts and their mitigation plan; also allowing CSMs to escalate if additional guidance is needed
- Established weekly ELT level communications on at-risk swing deals
- A monthly call with Sales, Product, Partner Program and CS Leaders is a direct result of this with the intention we escalate accounts and problem solve live
- Managed retention and risk forecast for WW SaaS products
- Enabled WW CSM Team on Customer Lifecycle and sprint enhancements
- Program owner and developer for our new Shared Services team
- Launched project and strategy for the customer Lifecycle for Shared Services team
- Collaborated with others within Programs and CS to complete changes and enhancements needed to Shared Services
- They include but are not limited to:
- Gainsight rule updates
- Resource allocation
- Account reassignment/ CTA reassignment
- Dashboard for tracking progress and KPIs
- Playbooks
- Devised tools and benchmarks to improve team performance and monitor production.
- Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
- Tracked and reported program results to customers and stakeholders to facilitate change management activities.
- Identified system needs and designed processes to support business requirements.
- Trained Customer Success teams to identify risky behaviors earlier to accomplish set goals and benchmarks.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
Citrix SystemsRaleigh, NC
Renewal Sales Manager
09.2015 - 03.2019
Job overview
- Managed team pipeline and forecasting for:
- 2015 – 1H 2017 Global ShareFile Extensions
- 2H 2017 – 2018 Americas Cloud Extensions
- 2019 – Canadian Renewals and Extensions
- Consistently hit quarterly and annual targets.
- 150% in Q2 2018
- 128% in Q3 2018
- 138% in Q4 2018
- Expanded our product and customer base from ShareFile to include all other Citrix Cloud products (XenMobile, XenApp, XenDesktop).
- Established and maintained weekly meetings with Customer Success team within Citrix to discuss adoption and health of accounts up for extension.
- Participated and gave feedback on testing team for online renewal tool, DOTI.
- Led team QBR(s) as well as team events.
- Hired and trained new members of the team.
- Enabled broader Renewals Team on Cloud and Cloud quoting best practices to help integrate both sides of the business.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Established and cultivated solid business relationships with new or existing customers.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented systems and procedures to increase sales.
Education
University of North Carolina At Greensboro, Greensboro, NC
BS from Human Development and Family Studies, Children and Adolescents in, Family, ASL and Deaf Studies and Psychology
08.2010 - 12.2013
Skills
Strategic planning
undefinedTimeline
Manager, Program Management
Citrix Systems
09.2021 - 01.2023
Lead Program Manager
Citrix Systems
04.2019 - 09.2021
Renewal Sales Manager
Citrix Systems
09.2015 - 03.2019
University of North Carolina At Greensboro
BS from Human Development and Family Studies, Children and Adolescents in, Family, ASL and Deaf Studies and Psychology
08.2010 - 12.2013
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