Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Shawn Rathke

Shawn Rathke

Rochester,NY

Summary

A Customer Success Manager since the launch of Avaya Cloud Office (ACO) platform April of 2020. The last 15 months as the manager of the same, now larger CSM Team. Previous work experience has all been in sales. A comprehensive skill set that would be valuable to any customer success organization. Honed abilities in account management, improving performance, and driving customer satisfaction, while ensuring problem free renewals, and driving sales opportunities along the way. Excellent communication skills, written or spoken, along with a people-centric nature help to contribute to a collaborative team approach, while balancing the need for singular attention on an individual account level.

Overview

14
14
years of professional experience

Work History

Manager Avaya Customer Success

Sutherland
Rochester, NY
11.2021 - Current
  • Monitor and analyze CSM performance versus Avaya KPI's.
  • Provide coaching to CSM's to ensure high performance to KPI goals.
  • Increased positive reduction to 80% on KPI for 30 Day No Touch.
  • Increased positive reduction to 65% on KPI for Overdue CTA's.
  • Assist in preparation and presentation of QBR's to client Avaya.
  • Handling of both customer and client escalations.

Avaya Customer Success Manager

Sutherland
Rochester, NY
04.2020 - 11.2021
  • Assisted customers in onboarding process with client Avaya Cloud Office.
  • Consulted with customers ensuring smooth migration from previous provider.
  • Worked with customers through duration of relationship ensuring increased feature usage, and renewal of service.
  • Provided Business Reviews to customer in continued effort to drive feature adoption.
  • Portfolio at hight water mark contained 150 customers while maintaining over 99% activation rate.
  • Consistently exceeded client expectations for cancellations and non-renewals under 5%

Manager AT&T B2B Wireless Sales

Sutherland
Rochester, NY
01.2018 - 04.2020
  • Worked directly with AT&T Vendor Manager to achieve sales goals and hit KPI's.
  • Coaching call mechanics to inbound agents.
  • Handling of all client escalations.
  • Increased sales production by 39%
  • Maintained 100% Customer Experience Performance.

AT&T B2B Wireless Sales Support

Sutherland
Rochester, NY
07.2016 - 01.2018
  • Supported both inbound and outbound agents for AT&T B2B Wireless Sales.
  • Risk and quote review of all agent submissions.
  • Maintenance of captive clients including HBO, HD Supply, and Delta Airlines.
  • Handled customer escalation calls.

AT&T B2B Wireless Sales Associate

Sutherland
Rochester, NY
12.2009 - 07.2016
  • Sales pipeline maintenance.
  • Achievement of sales goals for AT&T B2B wireless lines of service.
  • Proper call handling and usage of 5 step sales process.
  • Consistently ranked in top 1% of all agents for call quality.

Education

No Degree - Business Administration

SUNY Buffalo State, Buffalo NY

Regents - Science & Technology

Joseph C Wilson Magnet High School, Rochester, NY
06.1988

Skills

  • Satisfaction Surveys
  • Sales Management
  • Client Rapport-Building
  • Account Management
  • Renewing Accounts
  • Strategic Communication
  • Customer Relations
  • Interdepartmental Collaboration
  • Customer Retention
  • Collaborative Environments
  • Conflict Resolution

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Manager Avaya Customer Success - Sutherland
11.2021 - Current
Avaya Customer Success Manager - Sutherland
04.2020 - 11.2021
Manager AT&T B2B Wireless Sales - Sutherland
01.2018 - 04.2020
AT&T B2B Wireless Sales Support - Sutherland
07.2016 - 01.2018
AT&T B2B Wireless Sales Associate - Sutherland
12.2009 - 07.2016
SUNY Buffalo State - No Degree, Business Administration
Joseph C Wilson Magnet High School - Regents, Science & Technology

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Shawn Rathke