T.J. Lyman

• Responsible for retaining and growing a 90 client portfolio by way of ATG's shared revenue model.
• Engage and build relationships with senior leaders of assigned clients, gain trust, thoughtfully challenge, and be strategic business counterpart.
• Intimately understand motivations, anticipate next steps, and advise clients across NA businesses to resolve key challenges through executive business reviews and stakeholder meetings.
• Establish key outcomes and KPIs in partnership with clients; diligently track, manage, and improve performance.
• Assess and monitor health of clients in portfolio. Identify at-risk clients, build and execute mitigation plans to eliminate risk of churn or shrink.
• Collaborate cross-functionally (Sales, Support, Product, R&D, Finance, etc.) to ensure clients are receiving strong ROI.

• Primary contact for enterprise accounts with book of business totaling $5m annually.
• Work cross-functionally with Technical Support, Product Teams, Implementation, Billing, etc. to facilitate coordinated responses that supports overall account performance objectives.
• - Manage and develop relationships with key stakeholders to increase satisfaction, engagement, growth, and retention by demonstrating value and improving customers' businesses through effective utilization of the PointCentral solution.
• Develop deep understanding of account operations, solution usage, and product and operational challenges in order to provide internal recommendations that reduce obstacles to value realization and barriers to satisfaction.
• Collaborate with internal Sales, TAM, and Project Management teams to ensure seamless account transition from pilot through full deployment.
• Conduct standard weekly meetings as well as quarterly and annual business reviews to ensure full awareness and prioritization of product, marketing, and operational deliverables.
• Deliver live trainings and webinars, product updates, and other customer communications that help drive customer engagement, growth, and retention.
• Build and maintain accurate account databases in CRM of record that aid in strategic priority reviews. Analyze and assess growth/risk potential of account base according to operational metrics, benchmarks, and targets for customer success (adoption, usage, health, satisfaction, etc.)..
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

• Account Manager for 180+ assigned government agencies and public sector clients within the states of Oregon, Washington, Alaska, Idaho, and Montana.
• Drive global execution and key activities for new and existing clients by creating a proactive, intentional approach to strategic relationship building and communication.
• Oversee the implementation process for all new customers within territory by consulting key customer stakeholders on marketing process, service use, and best practices for adoption. Manage user adoption, and account pipeline process by working closely with key partners to consult, create efficiencies, and set expectations.
• Lead and facilitate strategic, value-based conversations with key stakeholders to ensure customer is successful in meeting business goals and maximizing investment in online auction software usage.
• Monitor customer usage to track adoption, opportunities for optimization, expansion, and at risk early warning signs.
• Own Client Relationship Management (CRM) process to create productive customer relationships quickly that build trust and customer advocates.
• Act as project manager for specific account activities up to and including potential platform and service changes, delivery of marketing plans and materials, and support options.
• Train users and account support teams on all pertinent software/service functions, and operate as voice of the customer and provide internal feedback.
• Work in collaboration on key milestones along customer journey and serve as central point of contact to communicate all relevant enhancements, programs, policies and procedures.
• Resolve and escalate any all account issues quickly .
• Partner with Client Services Director, Director of Business Development, and Sales Representatives to establish plans for growth.

• Territory/Account Management in Pacific Northwest, covering 115 consumer electronics National, Regional, and Mass Merchant reseller storefronts, focusing on maximizing revenue and increasing customer satisfaction.
• Formulated and delivered plans to address fundamental obstacles resellers face in delivering superior presentation and demonstration of products. Helped define, plan, organize, align and execute seasonal marketing calendar, lead balanced sales growth, and maintained growth of strategic relationships.
• Coordinated multi-level management communication and cross-functional involvement of internal and external teams for projects to ensure sell through and consumer engagement met channel account objectives, secured highest share of space, and completed all initiatives in defined timeline.
• Created product launch and quarterly brand selling strategies for various key account reseller executive teams. Including: Field support strategy, display and product transition management, merchandising standardization, product assortment and optimization, inventory/pipe-fill management, motivational sales programs, and in-store field sales trainings events.
• Implemented short and long range account plans to achieve management objectives, exceed customer expectations, and insure growth in assigned accounts by providing account strategies, sales forecasts, pricing, and competitive directions.
• Accounted for over $12 million in sales annually, and attained annual year over year growth above 3% for assigned Pacific Northwest based territory.
• Increased annual sales in assigned territory by 18% year over year. Including leading product sales strategy initiative that resulted in approximately $350k in additional sales.