RESULTS
Sales - External Partnership Strategyateg
Background: There was an opportunity to improve quality and quantity of prospect leads to sales through adding new partnerships.
Actions: Completed external assessment on GPOs and membership organizations as well as marketplace dynamics regarding size, growth trajectory and penetration. Built a pipeline through multiple channels including direct sales team. Implemented a robust financial, risk, compliance and feasibility model to assess opportunities. Prioritized volume potential of new to franchise with strong margin as top partnerships. Gained senior level buy in with commitments for multi year investment.
Results: 1) Saw a 400% increase in volume; 2) Grew pipeline by 5x in one year in lead potential; 3) Opened warm-lead funnel creating 10x in potential new customers
Customer Success - Global Standardization
Background: After an internal restructuring, US and International teams became one organization, exposing significant gaps in servicing.
Actions: It was critical to listen first and understand the opportunities and pain points in each country, what strategies were working, and utilize customer and account development teams feedback on what they needed. Built a 3 year road-map across key work-streams; talent, capabilities, product, process. Influenced to get funding and prioritization for our needs.
Results: 1) Doubled Recommend to a Friend performance in 3 years which positively drove Net Promoter Score; 2) Significantly reduced cycle time; 3) Implemented capabilities in top international markets & the US to drive automation and ease of use for customers.
Organizational Strategy - Integration
Background: Two competing internal sales teams were brought together under a new leadership structure. Each organization was large with histories of different approaches, products, capabilities and measurement & incentive structures.
Actions: Prioritized four components: 1) Salesforce development and standardization 2) Reporting and Incentives 3) Team Culture 4) Top opportunities for Growth. Leveraged PMOs to gather input from all levels, specifically sales professionals and their direct leaders. Assigned leaders to run work-streams identifying short term wins that would drive revenue. Built communication protocols to keep drivers of revenue motivated through the change. Dedicated upwards of 35% of leaders' time to solving department wide problems while driving individual performance.
Results: 1) Implemented mechanisms to support sales professional success in Salesforce with a two year prioritized backlog; 2) Drove colleague engagement to >80% in all categories over two years; 3) Optimized the workforce reducing staff while significantly broadening the product set available to best match customer needs with solutions; 4) drove three years of double digit growth across core and expanded solutions.
Startup Scaling - Customer Engagement
Background: A Series D sustainable drinking water technology company lacked customer success infrastructure to support customers as it scales.
Actions: Utilized internal listening posts and analyzed product stability data to prioritize biggest opportunities for experience enhancements and growth. Implemented a global CRM, HubSpot, to manage customer inquiries, improve customer communication, and track time-to-service. Recruited a customer-first team in the US and Malaysia to support a global customer base.
Results: 1) Earned senior-level buy-in for a new 5 person team. 2) Designed cross-functional processes across sales, technical servicing, and front-line customer support advocates to ensure end-to-end customer satisfaction. 3) Identified key KPIs including Net Promoter Score and time-to-service as performance drivers.