Terrell Tuten
Suwanee,Georgia
Summary
Goal-oriented manager with distinguished experience in multiple industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
15
15
years of professional experience
Work History
Head of Customer Success
BrightDrop
09.2021 - Current
- Established Customer Success organization for EV startup, focused on supporting sales process for EV conversion for top last mile delivery companies
- Implemented Solution Deployment Methodology for suite of BrightDrop products
- Collaborate with senior management to implement continuous improvements in an effort to exceed team goals
- Recruit, interview and hire employees and implemented program to promote feedback and engagement
- Demonstrate products to show potential customers benefits and advantages and encourage purchases
- Oversee the order to delivery process and proactively communicate status to customers for BrightDrop products
- Liaised with sales, product, and engineering teams to develop solutions to accomplish shared objectives
- Provide customer onboarding services and promote user adoption
- Led 59 EV pilots over a two year period
Vice President of Customer Success
Fabric
07.2020 - 09.2021
- Demonstrated proficient leadership skills to motivate employees to deploy Micro fulfillment Centers
- Hired and managed employees to maximize productivity while training staff on best practices and protocols
- Supported sales team to respond to RFPs, create statements of work, and contracts
- Identified opportunities to improve business process flows and productivity
- Collaborated with senior management to develop strategic initiatives and long term goals
- Established and maintained strong relationships with customer senior level executives
Vice President of Account Management
Trax Retail
01.2019 - 07.2020
- Supervise and mentor the Account Management Team for the Americas region
- Established performance goals for department and outlined processes for achievement
- Cultivate professional alliances with C-level executives and key sponsors
- Ensure fulfillment of contractual service level agreements (SLAs) and product roadmaps as internal advocate for customers
- Lead the monitoring and delivery of revenue commitments while increasing revenue and product depth within current customer base
- Offer additional insights for key performance indicators (KPIs) to key customers as part of value-added services
- Manage all SAAS contract renewals within existing customer base
- Demonstrated proficient leadership skills to motivate employees and build competent teams
- Achieved 7% revenue growth with existing customer base
Vice President of Operations
Trax Retail
01.2016 - 01.2019
- Established start-up Operations Teams in Brazil, Mexico, and the United States
- Oversaw post-sale product delivery encompassing project management and professional services
- Managed tasks throughout different departments to make sure teams are on track for delivery against customer expectations
- Guaranteed successful deployment of company solutions by providing thought leadership toward establishment of methodology in formalizing distinct project phases
- Achieved 60% of global revenue in less than three years by strategically directing the deployment of company's solutions
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations
Vice President of Operations
Qmatic Corporation
01.2009 - 01.2016
- Applied strategic approach in negotiating SLAs and fee structure with all field service providers
- Spearheaded product delivery which covered professional services and customer support organizations
- Worked collaboratively with the sales organization to ensure a cohesive alignment toward reaching company revenue targets
- Led the successful relocation of the North American headquarters to Atlanta for a $10M software company
- Attained an average of 50% additional revenue for professional services through development of new revenue streams for value-added services
- Significantly decreased onsite service cost by 40% within the first year
Education
Master of Information Technology -
American InterContinental University
AtlantaBachelor of Science in Journalism -
Murray State University
Murray, KYSkills
- Resource Allocation
- Performance Management
- Sales Enablement
- Product Knowledge
- Account Management
- Team Leadership
- Project Management
- Process Improvement
- Customer Onboarding
- Customer Retention
- Relationship Building
- Cross-functional Collaboration
Affiliations
Executive Board Member, Northeast Georgia Council, Boy Scouts of America
Timeline
Head of Customer Success
BrightDrop
09.2021 - Current
Vice President of Customer Success
Fabric
07.2020 - 09.2021
Vice President of Account Management
Trax Retail
01.2019 - 07.2020
Vice President of Operations
Trax Retail
01.2016 - 01.2019
Vice President of Operations
Qmatic Corporation
01.2009 - 01.2016
Master of Information Technology -
American InterContinental University
Bachelor of Science in Journalism -
Murray State University
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