Tawney J. Carter

Sales Training and Facilitation:

• Optimized sales enablement onboarding program, overseeing its progress, projections, planning, forecasts, workflows, sales cadence, and overall effectiveness to ensure streamlined and efficient training process.
• Led virtual classroom training sessions (VILT), digital classrooms and mentoring sessions for new and intermediate-level sales representatives, to educate sellers on sales strategies and techniques.

Content Creation and Learning Management:

• Produced engaging and impactful learning materials, including e-learning modules, training videos, and playbooks, and expertly managed the MindTickle Learning Management System (LMS) to ensure seamless access and tracking of learning resources for revenue teams.
• Managed learning projects introducing new products and tools, ensuring effective training and implementation.
• Experienced in utilizing Canva, Adobe, Articulate, Rise, MindTickle, and Trello to create engaging content and manage learning resources.

Learning Program Development and Execution:

• Spearheaded design, development, and implementation of revenue enablement learning programs and curricula for sales, account management, and customer success teams, aligning them with business objectives to drive growth and sales excellence.
• Mapped new training programs for sales representatives and leaders based on SEIA's defined focus areas.
• Proficient in ADDIE Methodology with a keen understanding of individual learning dynamics, enabling the creation of effective, tailored learning journeys.

Cross-Functional Collaboration and Continuous Improvement:

• Collaborated closely with Sales, Marketing, Product, and Operations teams to gather insights and requirements, optimizing learning programs for long-term strategic goals.
• Monitored program effectiveness through data analysis, feedback, and performance metrics, driving continuous enhancements for program effectiveness and talent development.
• Collaborated with key stakeholders, including leadership and business partners, to facilitate roundtable discussions, providing valuable feedback to enhance sales processes. This led to more effective communication and relationship building both internally and externally.

Strategic Leadership and Team Development:

• Provided strategic leadership for Customer Success teams, offering direct supervision, mentoring, and comprehensive training for Customer Success Managers (CSMs) and Customer Success Associates (CSAs)
• Effectively developed team members to exceed corporate expectations, driving enhanced performance and professional growth.
• Led the promotion process for transitioning Customer Success Managers into Customer Advisory roles, demonstrating a commitment to talent development and career progression.

Customer Success Escalation and Performance Management:

• Served as the dedicated escalation point for customer success including issues surrounding, contract disputes, complex billing questions, renewal and contract growth negotiations, customer implementations, multi-product account audits, and interdepartmental collaboration.
• Proactively prioritized workflow management by intervening in account management to ensure adherence to all business processes.

Customer Retention and Growth Initiatives:

• Spearheaded the development of strategic customer success processes and playbooks to bolster customer retention and foster growth.
• Consistently drove improvements in key performance indicators (KPIs), encompassing Net Promoter Score (NPS), Churn Rate, Customer Net Revenue, Ticket Management, and Credit Memos, thereby fortifying and enhancing the overall customer experience.

Customer Interaction and Education:

• Successfully liaised with various teams, including Sales, Technical Support, and Service Delivery, to educate customers on a wide range of cloud-related topics, from basic terminology to architecting bespoke solutions, enhancing customer satisfaction.

Product Management and Billing Expertise:

• Collaborated with Product Management and Billing teams to implement a commitment program for Openstack Cloud products, improving negotiation skills, and efficiently managing long-term commitment renewals, contributing to increased revenue and customer loyalty.

Knowledge Base and Documentation:

• Authored and maintained high-traffic, customer-facing knowledge base articles, improving customer self-service and satisfaction.
• Additionally, created employee-facing documentation on multiple products, services, and processes, enhancing internal knowledge sharing and efficiency.

Automation and Reporting Leadership:

• Led multiple automation projects aimed at increasing commitment renewals, improving activation rates, and providing accurate reporting for customer success interactions, resulting in streamlined processes and enhanced customer relationships.

Business Growth and Customer Advisory:

• Successfully grew a book of business during a period of MRR decline by nurturing customer growth potential, preventing churn, advising on security, scalability, and cloud modularity, and architecting and deploying cloud services tailored to customer needs and budgets.