GartnerGlobal Enterprise High Tech Customer Success Manager
Jun. 2021 - Jun. 2022Tampa, Florida, United StatesHighly Visible Client Facing Role Initiatives: Cloud transformation, data analytics, communicating the value of IT to stakeholders, Communicating MROI, digital transformation, FinTech adoption, IT vendor contract negotiations, Data Center Migration, Network Segmentation, IT Service Management plus many more.
- Leading the organizational "Anchors and Beliefs" initiative for my High Tech team as the Chief Recognition Officer/Recognition Captain
• Growing and managing a $5.2million portfolio of 90+ clients at various global enterprise high tech organizations.
• Retaining and renewing client accounts and maintaining a healthy IRR and CRR.
• Collaborating cross functionally with Sales team members and executive partners to provide strategic and proactive advisory services to C Suite executives at top organizations.
• Collaborating with internal stakeholders on QBR’s to ensure renewal and contract health.
• Managing prioritized accounts through collaboration with internal retention specialist by having monthly DBR’s to discuss account health.
• Nominated and operating as team Chief Recognition Officer to increase engagement in high tech Anchor’s and Beliefs initiative.
• Mentoring new hires on best practices, common pitfalls, and tips on social contracting.
• Creating “Knowledge Transfer Template” for new hires to use to ensure a smooth account transition post-training when they are first meeting their new clients. This contributed to the Gartner pillar of a “Fast Start” for clients.
• Increasing quick adoption of new PowerBI dashboard by leading a learning session on its risk tracking capabilities, contract detailing, and other important KPI tracking for continued CSM success.
• Amplifying high tech business unit brand message by managing web page on CM Web [Gartner internal site] about the details of what it means to be on the high tech team.