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Work Background
QuestionProSenior Account Director
May. 2023 - Jan. 2024Remote · RemoteQuestionPro is one of the rising star's in the voice of customer SaaS realm. Having strong roots in market research and workforce (VoE) programs, QuestioPro is 10x-ing their CX product offering. This DYI or DFY feedback management tool goes beyond just capturing and reporting, but allows leaders to strategically leverage their outerloop initiative tracking module to drive effective change throughout their organization. I was brought on as a Sr. Account Manager for the CX USA group to help create a harmonious implementation flow and build positive experiences with their existing client base that resulted in over 90% annual renewals with an average of 10%+ ARR growth YoY. This newly created position allowed me to leverage my project management, communication, change management, influencing, and coaching skill sets in a role that crossed many industries.
FLI Transportation and LogisticsAccount Relationship Manager
Nov. 2022 - May. 2023Overland Park, Kansas, United States · On-siteFLI is a third-party logistics firm, operating both nationally and internationally to provide freight solutions to businesses of all sizes. As an Account Relationship Manager, I was primarily responsible for managing and improving the the way in which we handled our clients, their vendors, and the carriers used. Developing process maps and SOP's were a part of my short tenure there along with managing large volume account activity. In addition, I developed a SaaS pricing model that was used in determining new product/ service offerings of their TMS and developing a Client Journey Map that can be used as the future basis of a client feedback program. Though my time was short, I enjoyed building relationships with their clients, learning the third party logistics world, and being a key driver of change to the organization.
ROKeith, LLCSolutions Consultant - Presales
Mar. 2021 - Nov. 2022Remote · RemoteContractor work with OCX Cognition. OCX Cognition predicts customer futures. Our breakthrough SaaS solution, Spectrum AI, lets enterprises transform what’s possible in customer experience. As a Solutions Consultant, I have helped develop and manage the pre-sales process, create and present prospect presentations, write up proposals and scope of work statements, and manage the implementation process ensuring all aspects of the client needs are met.
The Growth Coach of Greater Kansas CityOwner/ Partner/ Business Coach
Nov. 2020 - Mar. 2022Kansas City Metropolitan AreaOur Mission: To offer dynamic, impactful coaching to business owners and their managers which in turn will empower them to make strategic, immediate changes in their business. The result will be not only an increase in profits and productivity, but enriching their lives and the lives of their employees. We are energetic, compassionate, and motivated coaches and highly experienced business advisors who care about our clients and look to make a positive, long-lasting impact on their businesses and lives. Who do we serve: • Frustrated business owners who feel burnt out, stressed, over-worked and tired of working in their business rather than on their business
• Business owners who feel like their business is running in different directions with no true “North” with lack of structure, processes or standards • Business owners who dread dealing with the same issues and problems each and every day
• Business owners and managers who are looking to raise the bar when it comes to leading their employees and growing their business
• Business leaders looking to become world-class in their industry and niche
• Business owners who crave living more “life” in the work-life balance equation Check out www.thegrowthcoachkc.com to learn more about our three level approach to helping you develop a more strategic mindset and take you out of the day-to-day operations of your business and find more life/ work balance.
Jump 180 PodcastCreator
Jul. 2020RemoteJump 180 was created out of a passion of mine to eliminate as many miserable people that feel stuck in their corporate J.O.B and start making steps towards their true purpose and passion. Whether it's starting a business or pivoting to a completely different industry and role. Hear from some great people who have been where you are. My goal is for you to build confidence, learn something new, and gain some clarity on what to do next. Jump 180 Podcast can be found on Spotify, Google Podcast, Stitcher, and others! Here is the direct link to the website: https://jump180.buzzsprout.com/
ROKeith, LLCCustomer Experience Advisor/ Fractional CMO/ CXO
Mar. 2020United StatesAs a CX and Marketing Advisor, my passion and goal is to help serious business owners overcome their frustration with not having the time or expertise to generate and retain more clients, close more sales, and increase overall revenue and profits. As their fractional CMO/ CXO and with over 15 years of building a reputation as a customer experience and continuous improvement expert, I have worked with all kinds of industries from automotive, transportation/ logistics, power and utilities, to legal services, software and life/ health insurance to develop and implement strategies that have brought double and triple digit growth. With my breath of experience working across multiple industries, I apply my knowledge of sales, marketing, quality, operations, and client retention strategies that have helped improve small and mid-size businesses gain a more competitive advantage. Let's have a discussion around what's keeping you up at night and problem-solve together.
Murphy-Hoffman Company (MHC Kenworth)Customer Experience Leader
Jan. 2019 - Apr. 2020Leawood, KSDeveloped and built the overall Customer Experience strategy and three year roadmap for MHC. In 15 months, this included establishing the foundational strategy, governance structure, and communication plan. Accomplishments included executing the first ever employee engagement feedback program, designing a new, robust voice of customer plan and process, and developed and executed customer experience best practices and created and taught basic customer service skill training to over 2,000 employees in over 50 locations nationwide.
ConfirmitSenior Director of Customer Experience Consulting
Sep. 2018 - Jan. 2019Provided pre-sales support as the Customer Experience subject matter expert, designed CX VOC programs for Confirmit clients, and coached major corporations in change management and CX governance. - Journey Mapping
- Design Thinking/ UX Assessments
- Closed loop process definition and implementation
- CX strategy that included employee engagement and voice of customer programs
- Thought leadership delivered through webinars, industry articles, and strategic research firms (Forrester, Walker, etc.)
ConfirmitDirector, Customer Experience Consulting
Jul. 2017 - Sep. 2018San Francisco Bay AreaBy providing strategic direction, insight capabilities and prioritization, I help our current platform clients leverage their voice of customer feedback to drive necessary change and improvements to their customers experience. We also provide the worlds only third party validated customer experience maturity assessment to prospects and clients alike. Thus, establishing a baseline for your company to improve upon. As a thought-leader in the Customer Experience space, I love providing guidance, expertise, and innovative solutions to help drive companies ROI through a more robust and valuable customer experience. I leverage public speak in order to evangelize on the topics of Voice of Customer, Customer/ Client Experience, Continuous Improvement, and driving Employee Engagement.
Black & VeatchBusiness Excellence & Innovation Leader
Jul. 2016 - Aug. 2017Overland Park, KSLeading the way for Black & Veatch and their clients to build closer, more value added relationships and exceptional experiences. This was done by leveraging the Black & Veatch award winning Business Excellence (BEx) program for innovation, leadership development and value creation. The BEx program employ simple methods that create the most value in the least amount of time. This is called "innovation through simplification." Executing a customer experience strategy or building a strong client-centric culture is difficult. We help identify and build a solid foundation of process owners, develop the emerging leaders, and drive tangible value to the organization, business partners, and clients by leveraging our knowledge of venture capitalism, crowdsourcing, and collaborative tools.
MULBERRY CONSULTING ASSOCIATES LIMITEDCustomer Experience Consultant
Jan. 2014 - Jul. 2016Lenexa, KSWorked with businesses that were looking to drive process improvements that provided a better customer experiences. This included creating a more customer-centric culture through the design of enterprise wide CX strategies, employee engagement (VoE) plans, training and development.
Projects included:
- Created and led the implementation & onboarding processes of clients using a dashboard software built internally by the largest litigation law firm in the U.S. This included documenting SOP's, support ticket processes, and closed loop feedback for the product dev team.
- Designed and implemented improved new client implementation and onboarding process for the largest litigation law firm in the U.S. including the development of client dashboards and internal KPI's
- Journey mapping for a major automotive OEM's dealership experience
- Designing and creating new service maintenance experience for a major elevator company
- Building out an internal communication plan for a major technology firm in KC that included the naming and marketing of their CX program
- Conducted qualitative research for a major laboratory firm in KC to help drive continuous improvement within their analytics team
VinSolutionsMarketing Executive
Jan. 2014 - Jul. 2014In this transitional role, I brought in outside solutions and vendors to manage all aspects of marketing execution. This led to fully outsourcing the marketing department. Also, as a member of the executive team, I focused on leading change, executing brand strategy and building brand compliance, developing customer experience improvement strategies, and promoting employee engagement. Various responsibilities included managing a multi-million dollar budget, developing go to market strategies for various new product offerings, various media buys and planning, conference and event planning strategies, and all facets of lead generation and email marketing.
GE Power & Water - Air FiltrationLEAN Six Sigma Master Black Belt
Mar. 2013 - Jan. 2014Kansas City, Missouri AreaLed cross functional projects that simplified business processes and improved the ease of doing business that resulted in increased customer satisfaction.
GE Power & Water - Air FiltrationCustomer Insights Leader
Sep. 2011 - Mar. 2013Kansas City, Missouri AreaAs Customer Insights Leader, my primary focus is to establish and drive VOC processes and metrics, analyze and lead process improvements that ultimately effect better NPS and loyalty scores. Gathering global VOC is a challenge in any business, Air Filtration established and shared best practices cross GE. In 2012, the improved TNPS score from 39% ('11) to 72% YE'12 was attained through improved leadership engagement and visibility, driving insights to actions across various functions, and raised customer response rates from 18% to 23% through improved salesforce engagement. The reduction in the number of detractors led the business to a $20M retained revenue impact.
GE Power & Water - Air FiltrationInterim Marketing Director
Feb. 2011 - Sep. 2011Kansas City, Missouri AreaDrove over $300K in cost out improvements by leveraging and integrating a third party marketing analytics organization. Also, led and collaborated with the ENVS leadership team to develop the 2011 strategic growth playbook, executed the first business survey to customers and non-customers identifying key customer value drivers and establishing customer expectations around responsiveness, delivery, quality, and product. Lastly, as Wellness Committee Chairperson, led the Kansas City site towards HealthAhead site certification (attained 9/9/2011).
GE Power & Water - Air FiltrationCustomer Insights Manager
Jan. 2010 - Sep. 2011Similar to driving Six Sigma culture, the Strategic Marketing function is tasked to implement the GE Gold Standard of Marketing processes across product management, communications, and sales. Through the use of segmentation and targeted marketing across all three of our P&L's, we will help trigger customer buying behavior based on identified needs, attributes, and values.
GE Power & Water - Air FiltrationLEAN Six Sigma Black Belt
Jul. 2007 - Jan. 2010Served as a change agent to drive Six Sigma/ LEAN culture throughout GE Environmental Services business. Improved manufacturing processes that improved cycle time, led projects focused on improving cost of quality and driving out costs, and implemented hoshin strategies across functions. Also, supported the Project Management function by developing and managing project financials through identifying root causes and implement process improvements to improve margin erosion.
Individual Assurance Company (IAC)Vice President Business Intelligence
Mar. 2006 - Jul. 2007Served as a key member of executive management team responsible for the central coordination of all activities across Operations, Finance, Sales, and Business Development. Activities included developing KPI's and dashboards to bring visibility to Sales, New Business, and Operational trends. During my short tenure, we established a CGO (Cultivate Growth Organically) Leadership Board that was used as a strategic sounding board for the coordination and prioritization of all key initiatives. Also, established the IAC in Action Community Service board and drove awareness and employee engagement and participation in key non-for profit events throughout Kansas City. Lastly, identified and drove business process improvements within the Business Development, Sales, and the Operations groups and was a key resource for continuous improvement activities. One of which was implementing Salesforce.com with our inside sales team to manage lead generation and sales activities more efficiently.
GE Consumer Finance - Partnership Marketing GroupCustomer Lifecycle Marketing Manager
Jul. 2004 - Mar. 2006Evaluated, developed, and implemented customer retention strategies focused on maintaining PMG's current customer base with the goal of increased retained revenue and reduced attrition rates. Developed customer touchpoint maps, identified critical paths for customer interactions, developed customer save scripts, cross-sell, up-sell product offerings, and improved the customer billing and payment experience.
Bankers Life and CasualtyAssistant Vice President Business Development
Nov. 2002 - Jun. 2004Led and implemented new affinity business partnerships through the new product development process. This included developing strategy and structure on implementing new types of lead generation relationships.
GE CapitalNew Product Development Manager
Jul. 2000 - May. 2002Researched, led, and executed new product offerings including the development of go to market strategies for consumer financial service and direct marketed insurance products.
The Signature Group (acquired by GE Capital renamed to GEFA)Legal Network Consultant
Mar. 1998 - Jul. 2000Developed and managed a network of over 200 attorneys that provided discounted services for consumer acquired through leveraging affinity relationships. This included the recruitment, territory development, and ongoing relationship management of the Western & Southwestern U.S. territory.
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