Susan Parrish

Drive technical proficiency of customers, partners, and internal teams on complex SaaS solutions, specifically the Webex Suite, focusing on Webex Calling and Contact Center.

• Delivered advanced training on Webex Calling and Contact Center, achieving instructor ratings of 4.9/5 and course satisfaction scores of 9.7/10.
• Maintained high Net Promoter Score (NPS) of 87, reflecting strong learner engagement and customer outcomes.
• Led launch of Webex Calling Customer Admin Credential program, incorporating certification exams to enhance administrator proficiency.

• Acted as a trusted advisor for a $4M book of mid-market Cisco Webex accounts to ensure customer retention and adoption through creating and leading customer adoption programs, monitoring usage, and maintaining relationships.
• Work directly with sales to ensure account growth and renewals.
• Team Lead, Peer mentor for new hires, Pilot group participant for new features and product changes.

• As an original member of the success team, worked to develop processes and best practices from the ground up.
• Provided onboarding, training, issue resolution, relationship management, customer retention, and growth of a book of 75 mid-market and enterprise customers.
• Led internal product training and go-to-market initiatives.
• Created product training and best practices documentation for internal and external distribution.

• As a trusted advisor, led onboarding, training, issue resolution, relationship management, customer retention, and growth of all KnowledgeTree for Salesforce customers.
• Developed processes for onboarding, training, and account management.

• Managed customer service, technical support, and project management of $300,000 in SaaS contracts for a real estate focused CRM and technology sales applications.
• Developed and maintained a social media communication plan for the product.

• Sales representative for power sports dealers across the U.S. and developed internal processes for sales and marketing.

• Managed Customer Service Department for Access HD and GXi Parts & Service with five direct reports.
• Oversaw customer satisfaction, warranty claims, and business plans for profitability and growth of the department.

• Responsible for enablement and customer relationship of over $600,000 in Cisco Unified Communications, Networking, and Data Infrastructure Managed Services contracts.
• Assisted sales with new sales, up-sells, and renewals.
• Helped develop a new national Managed Services team and processes.