WENDY YOUNG
Highland,UT
Summary
Experienced leader, motivator and professional negotiator with history of winning additional business within multiple organizations and departments. Seeking an opportunity to develop, encourage and engage customers via salesforce, employee, and distributor relationships. Identify and exceed KPIs, and establish vertical markets. Experience in leading B2B teams in government, higher education, financial and healthcare/medical segments. Expert in needs analysis, defining business needs and functional requirements then translating into a product match. Trainer on the 9-step consultative sales process. Complimentary Senior team player, strong mentor and instructor. Creative and resourceful. Proven ability to lead sales teams through lean and prosperous cycles and deliver next-generation technical solutions to satisfied customers, while improving revenues.
Overview
31
31
years of professional experience
Work History
Director of Account Management
FirstDigital
Highland, UT
05.2022 - Current
- Responsible for Customer Growth, Retention, and Renewals.
- Implemented a new process for renewals, gathering and creating data for CRM, and scheduling Cadence Calls, QBRs, and letters/emails prior to the renewal date.
- Managed 14 Direct Reports covering the Business Enterprise, Managed Services, MDU, and Infrastructure Management sectors.
- Developed 'customer retention codes' for churn to identify blocking techniques and strategies.
- Skilled trainer & manager with consistent 1:1s to identify how to help employees set & obtain their goals.
- Proficient in all online meeting platforms and in-person sales proposals and presentations.
- Master of negotiations, adept at working with C-level decision makers to resolve conflict, foster relationships, and build trust for resolution and future sales.
- Jeopardy accounts review with Executive board to discuss save and spend strategies.
- Responsible for communication to customer base, including marketing campaigns and operational news and updates.
- Conducted regular meetings with clients to review progress against objectives.
- Analyzed customer data to identify trends, opportunities and areas of improvement.
- Provided guidance and support to Account Managers on complex client issues or disputes.
- Collaborated with internal teams such as sales, marketing, operations, finance to ensure successful execution of projects and initiatives related to accounts management.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
ENTERPRISE ACCOUNT DIRECTOR - Costco Team
BHL/CANOPY
LINDON
01.2021 - Current
- Lead efforts to achieve team success
- Identify decision makers & develop communication strategies
- Manage deadlines with internal teams including processors, documentation collection, etc.
- Conflict resolution negotiator, able to present options, financial outcomes and strategies to clients
- Virtual or in person trainer, understanding that nothing builds relationships like setting & achieving goals together
- Time management and prioritization for key accounts, and quick resolution for delivery of results based on appropriately setting customer expectations
- Review cost structures & budgets are realized
- Review commissions and comp structure.
QUALITY ASSURANCE DIRECTOR
RESPONSE / PMI
LINDON
01.2012 - 01.2021
- Meet with leadership to identify operational efficiencies and how to maximize program sales
- Responsible for the collection, and data transfer for lead to sale database
- Helped create the cross-reference database for all coaches and telemarketers for sales funnel follow up and commission reports
- Responsible for $2+ million monthly revenue in "at risk" customers who are considering cancelling services
- Worked with legal counsel and handled escalated BBB complaints, and Consumer Affairs, and other on-line or agency issues
- Provide, options, negotiations, build credibility and balance to keep revenue to arrive at the most profitable solution while protecting the company
- Continually exceeded targets, bonuses & commission compensation.
VICE PRESIDENT OF SALES
ECOFRUITS INTL
SOUTH JORDAN
01.2010 - 01.2012
- Selected Salesforce.com as CRM, and successfully linked to Fishbowl for "lead to delivery" customer life-cycle automation
- Responsible for hiring of sales team and outlying structure
- Accountable in monthly revenue
- Developed compensation plan and target accounts for growth
- Oversee lead tracking, to opportunities and fulfillment distribution, product forecasting, daily sales meetings, motivating and training of sales staff
- Manage vendors, assist with large accounts, review quotes, attend appointments, critique and improve
- Marketing projects; product catalogs, website launch, labels, brochures, monthly email newsletters, etc.
REGIONAL DIRECTOR
PAETEC
SALT LAKE CITY
01.2007 - 01.2010
- Managed profit and loss for the market
- Directed & lead sales team of new and existing customer sales for telephony, network, software, and Internet services to business customers in UT, OR, ID, AZ, CO, CA and WA
- Conduct interviews with behavior based questions, hire, staff and manage a team of 8 Sales Managers and an Office Coordinator
- Daily inspection to ensure weekly quotas are met
- Forecast monthly goals, review sales reports, evaluate proposals and follow up on sales presentations
- Handle customer relations, manage expectations, and control escalations
- Plan, create and roll out strategic marketing efforts to entice growth of future and existing customer base with focus on Enterprise accounts
- Member of Corporate Jet team for Multisite trips with CEO & Executive Leadership team.
MANAGER OF NW ACCOUNT DEVELOPMENT
PAETEC
SALT LAKE CITY
01.2001 - 01.2007
- Managed profit and loss for the market
- Directed & lead sales team of new and existing customer sales for telephony, network, software, and Internet services to business customers in UT, OR, ID, AZ, CO, CA and WA
- Conduct interviews with behavior based questions, hire, staff and manage a team of 8 Sales Managers and an Office Coordinator
- Daily inspection to ensure weekly quotas are met
- Forecast monthly goals, review sales reports, evaluate proposals and follow up on sales presentations
- Handle customer relations, manage expectations, and control escalations
- Plan, create and roll out strategic marketing efforts to entice growth of future and existing customer base with focus on Enterprise accounts
- Member of Corporate Jet team for Multisite trips with CEO & Executive Leadership team.
WESTERN DIRECTOR OF HUMAN RESOURCES
PAETEC
SALT LAKE CITY
01.1999 - 01.2001
- Managed profit and loss for the market
- Directed & lead sales team of new and existing customer sales for telephony, network, software, and Internet services to business customers in UT, OR, ID, AZ, CO, CA and WA
- Conduct interviews with behavior based questions, hire, staff and manage a team of 8 Sales Managers and an Office Coordinator
- Daily inspection to ensure weekly quotas are met
- Forecast monthly goals, review sales reports, evaluate proposals and follow up on sales presentations
- Handle customer relations, manage expectations, and control escalations
- Plan, create and roll out strategic marketing efforts to entice growth of future and existing customer base with focus on Enterprise accounts
- Member of Corporate Jet team for MultiCity trips with CEO & Executive Leadership team.
KEY ACCOUNT MANAGER
PAETEC
SALT LAKE CITY
01.1998 - 01.1999
- Managed profit and loss for the market
- Directed & lead sales team of new and existing customer sales for telephony, network, software, and Internet services to business customers in UT, OR, ID, AZ, CO, CA and WA
- Conduct interviews with behavior based questions, hire, staff and manage a team of 8 Sales Managers and an Office Coordinator
- Daily inspection to ensure weekly quotas are met
- Forecast monthly goals, review sales reports, evaluate proposals and follow up on sales presentations
- Handle customer relations, manage expectations, and control escalations
- Plan, create and roll out strategic marketing efforts to entice growth of future and existing customer base with focus on Enterprise accounts
- Member of Corporate Jet team for MultiCity trips with CEO & Executive Leadership team.
DIRECTOR OF FIELD DEVELOPMENT
4 LIFE RESEARCH
SANDY
01.1994 - 01.1998
- Managed recognition program and corporate events for multi-level marketing company providing nutritional, health, and beauty products
- Functioned as a liaison between the main office and the field-making decisions and communicating information
- Designed incentive marketing programs to increase the customer base and drive revenue
- Outlined and developed system for awards and recognition for distributors.
Education
Bachelor of Science - Consumer Economics
University of Utah
Salt Lake City, UTAssociate of Science -
College of Eastern Utah
Price, UTSkills
- Sales Management
- Marketing Automation/ Deal Closure
- Agency Conflict Resolution
- SaaS & Cloud add on products
- KPIs
- Advisory Board & Surveys including NPS scores
- Pipeline Management
- Customer Segmentation
- Upselling strategies
- Training and mentoring
- Customer Trend Analysis
- Contract Management
- Strategic Planning
- Territory Management
- Aftermarket Sales
- Account Management
- Salesforce Software
- Problem-solving aptitude
- Professional Demeanor
- Team motivation
- Full-cycle sales process
- Customer Complaint Resolution
- Team Recruiting and Onboarding
- Goal Setting and Achievement
- Sales Forecasting
- Client Relationship Management
- Business Development
Career Highlights
Accomplishments
• Recognized at NASDAQ to ring stock bell with 29 employees for a FORTUNE 1000 telecom company
• Customer Advisory Boards & NPS score of 22
• Received #1 CSM Team Sales
• Received the #1 Northwest Region Manager Award in 2002
• Helped create reporting of company Territory Portfolios showing dollars spent for Inbound & Outbound
References
References available upon request.
Timeline
Director of Account Management
FirstDigital
05.2022 - Current
ENTERPRISE ACCOUNT DIRECTOR - Costco Team
BHL/CANOPY
01.2021 - Current
QUALITY ASSURANCE DIRECTOR
RESPONSE / PMI
01.2012 - 01.2021
VICE PRESIDENT OF SALES
ECOFRUITS INTL
01.2010 - 01.2012
REGIONAL DIRECTOR
PAETEC
01.2007 - 01.2010
MANAGER OF NW ACCOUNT DEVELOPMENT
PAETEC
01.2001 - 01.2007
WESTERN DIRECTOR OF HUMAN RESOURCES
PAETEC
01.1999 - 01.2001
KEY ACCOUNT MANAGER
PAETEC
01.1998 - 01.1999
DIRECTOR OF FIELD DEVELOPMENT
4 LIFE RESEARCH
01.1994 - 01.1998
Bachelor of Science - Consumer Economics
University of Utah
Associate of Science -
College of Eastern Utah
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