Stephanie Totten
Fort Worth,TX
Summary
Entrepreneurial Vice President of Customer Success offering progressive experience in sales and operations leadership. Skilled at identifying and implementing process improvements to drive efficiency and productivity. Motivating leader with proven success managing cross-functional teams.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Vice President of Customer Success & Operations
CSC ServiceWorks
01.2023 - Current
- Provide strategic direction on key business initiatives focused on customer experience, B2B/B2C Sales, acquisition integration, new product development, Go-To-Market, retention, collections, service operations and business process enhancements.
- Design and implementation of newly formed client success team that is responsible for the support of ~80K accounts, across multiple brands and lines of business.
- Business leader for internal initiative that is focused on connecting Sales, Field Operations, and support roles, allowing a consistent client management strategy, standardized process, and more efficient workflows. Early results show a net revenue uplift of ~$6M within the first year.
- Created client journey mapping strategy to include VOC checkpoints, brand recognition strategy, client valuation toolset, sales and capital management strategies and local/regional/national metrics and score boarding system.
- Implemented internal and external communication tools, through the use of existing systems, to allow for a 360-degree view of client interactions across multiple brands and lines of business.
- Designed organization-wide service coalition to streamline efficiency and operational effectiveness resulting in service SLA improvement of 22%.
- Integrated omni-channel support solutions across all customer support functions to provide enhanced customer satisfaction and reduce live call volume by 35%.
Sr. Director Sales Operations
CSC ServiceWorks
01.2015 - 01.2023
- Responsible for entire portfolio of Commercial Sales that is set to deliver $21.6M in EBITDA over the course of 24 months.
- Initiatives include buyer enablement transformation, contract to cash enhancements and acceleration, SFDC optimization, consumer engagement expansion and the buildout of omnichannel service options (AI technology) for inbound call center with annual call volume of 1.7 million calls.
- Created sales performance metrics to drive and enhance the productivity and effectiveness of a multi-threaded sales organization. Specific areas include sales performance, territory planning, and commission administration. Initiative boosted sales productivity by 53% and provided an increase of 16% in net revenue within the first 12 months of deployment.
- Oversee the creation and deployment of sales training, messaging, processes, forms, and tools to support sales force and provide automation for low value sales activities. Initiative increased close rates by 30% during the first 12 months with continued, incremental increases seen each quarter thereafter.
- Build and manage performance dashboards, pipeline management tools and data capture processes to ensure maximum lead generation and field performance.
- Design, communicate and manage compensation programs and performance management for multiple field-based roles.
- Develop and execute short-term and long-term sales objectives while anticipating, identifying, and forming solutions to problems that may arise.
- Partner with executive leadership teams to identify opportunities for process improvement.
- Engage and collaborate with members of the Senior Management team and local management teams to provide information, analysis, and recommendations on various business initiatives.
National Sales Manager
Appliance Warehouse of America, Inc.
01.2010 - 01.2015
- Provided strategic direction to a team of 35 account managers (direct reports) by assisting in development with business plans, objectives, budgets and key account strategy.
- Oversaw and developed financial models in designing packaging and pricing to ensure competitive position in market and ensure annual sales targets were met.
- Improved overall close rate by 20% through strategic planning, coaching and development tools, and targeted marketing campaigns.
- Worked with cross functional team to provide accurate forecasts and adequate lead times to improve service levels.
- Assisted in driving supplier collaboration and innovation, maintained close relationship with key strategic suppliers.
- Developed and maintained Management Reports about Suppliers, reporting on margins, trends, gains, losses.
- Participated in strategic sourcing process, (e.g., RFI/RFQ/RFP), bid evaluation, supplier selection by using the category management methods.
Business Integration Manager
Appliance Warehouse of America, Inc.
01.2000 - 01.2010
- Focused on strategic process optimization, innovation and management using Kaizen and Six Sigma methodologies.
- Identified improvements in acquisition integration processes/techniques and implemented best practices.
- Developed and oversaw transition and integration project management and schedule goals, personnel assignments, and capacity planning.
- Managed the reporting and resolution of issues, risks, and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks and determining appropriate actions to close issues or complete open items.
- Created and developed an organizational communication plan and presentation portfolio.
Education
Business Administration and Communication -
Tarrant County College
Skills
- Client Enthusiast
- Business Growth and Marketing Strategies
- Training & Development
- Cross-Functional Leadership
- Strategic Planning
- Results Driven
- Consensus Builder
- Change Management
- Servant Leadership
Volunteer Experience
- Sunshine Spaces, Room Makeover Volunteer
- Boy Scouts of America, Treasurer
- Saving Hope, Foster/Adoption Coordinator
Certification
- Salesforce Administrator
- Lean Six Sigma Blackbelt (LSSBB)
- Project Management Professional (PMP)
Timeline
Vice President of Customer Success & Operations
CSC ServiceWorks
01.2023 - Current
Sr. Director Sales Operations
CSC ServiceWorks
01.2015 - 01.2023
National Sales Manager
Appliance Warehouse of America, Inc.
01.2010 - 01.2015
Business Integration Manager
Appliance Warehouse of America, Inc.
01.2000 - 01.2010
Business Administration and Communication -
Tarrant County College
- Salesforce Administrator
- Lean Six Sigma Blackbelt (LSSBB)
- Project Management Professional (PMP)
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