Erick Goin - Director of Customer Success, Nfinite

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Work Background

NfiniteCustomer Success Lead, US

Jul. 2022United StatesLead a team of Customer Success Managers, orchestrating the customer lifecycle from acquisition through renewal for a high-value portfolio of Fortune 150 clients. Manage seven accounts directly while overseeing five additional accounts under team supervision. Play a key role in product direction and strategic growth initiatives, serving as a critical strategic advisor to C-level and VP-level executives. Ensure unparalleled client satisfaction and loyalty through expert technical guidance. • Achieved an impressive 100% adoption rate across all accounts, highlighting successful onboarding and engagement strategies. • Maintained a 95% retention rate, demonstrating outstanding client relationship management and account stability. • Reversed the course of an at-risk account, leading to the securing of the largest contract in Nfinite's history, valued at over $2.5M, and preventing potential churn through strategic interventions.

NDC, Inc.Director of Sales Growth

Aug. 2021 - Jul. 2022Nashville, Tennessee, United StatesDirected strategic growth initiatives, driving sales growth by over 10% year-over-year to reach a $1B revenue target. Spearheaded comprehensive business transformation by implementing Salesforce and integrating machine learning and artificial intelligence technologies, significantly enhancing operational efficiencies. Conducted in-depth market research and analysis to identify and capitalize on emerging opportunities. Collaborated with cross-functional teams to launch targeted marketing campaigns, effectively managing client accounts and fostering robust business relationships. Led a team of three, streamlining the sales process to reduce turnaround times from three weeks to five days. Highlights of accomplishments in this role include: • Surpassed sales quotas of $900M by achieving 110% of targeted goals through strategic planning and execution. • Expedited sales process TAT from three weeks to five days, streamlining sales efficiency by 76% and customer satisfaction by 30%. • Drove sustainable revenue growth, achieving a significant milestone of $1B in revenue through organic growth strategies. • Implemented a full Salesforce system, modernizing sales and operational processes to better track orders and enhance customer interactions.

XANTDirector of Business Consulting

May. 2020 - Aug. 2021Nashville Metropolitan AreaFunctioned as a Player-Coach, seamlessly balancing direct account management and leadership responsibilities. Directed comprehensive digital sales service strategies, delivering transformative business value to notable clients like Caesars, NetApp, and Verizon. Maintained complete P&L oversight, including budget planning, forecasting, and administration, while championing the company's AI sales solutions to meet and exceed customer expectations and company objectives. Highlights of accomplishments in this role include: • Engineered a departmental revival, transforming it from the brink of closure to a top-performing, profitable division, contributing 30% to the company's total revenue, pivotal in the company's acquisition by private equity investors. • Achieved an account churn rate of 5%, surpassing the target of less than 7%, thereby ensuring customer retention and satisfaction. • Enhanced profitability, growing the department's profit margin to between 45-55%, through strategic portfolio management and operational efficiencies. • Administered a successful business unit turnaround, establishing it as a cornerstone of profitability with a robust multimillion-dollar annual recurring revenue.

AsurionSenior Manager Sales Enablement

Nov. 2018 - Jan. 2020Nashville, TennesseePioneered the development and execution of a global sales strategy for ASURION, transitioning from third-party sales to direct revenue generation through internal product sales. Crafted comprehensive sales strategies, tools, and tailored training programs, leading to the efficacious training of 1,500 individuals across six call centers in the U.S. and the Philippines. Led a sales enablement team, driving sales proficiency and enabling effective sales execution across the organization. Highlights of accomplishments in this role include: • Surpassed the first-year sales goal by securing $150K in net new sales against a $100K target. • Exceeded the first-year subscriber goal by achieving 1,500 new subscribers, 50% above the 1,000 subscriber target, significantly contributing to the company's growth. • Accomplished a 75% sales participation rate, surpassing the 50% target, through effective training and sales enablement strategies. • Successfully launched the Smart Home Support sales initiative across 800 stores, expanding the company’s retail channel presence.

T-MobileSenior Strategy & Planning Manager

Sep. 2016 - Nov. 2018United StatesPlayed a crucial role in the formulation and operationalization of business strategies across six U.S. regions. Translated executive guidance into actionable initiatives, conducting in-depth business analyses to drive organizational performance. Led targeted initiatives to address sales funnel weaknesses, boosting operational efficiency and marketing precision. Drew upon extensive institutional knowledge and B2B sales management experience to drive impactful outcomes, overseeing a vast team of 1,000 account executives and B2B salespeople. Highlights of accomplishments in this role include: • Promoted Salesforce adoption across the organization from 35% to 90%+, streamlining processes and enhancing sales operational efficiency. • Facilitated target marketing efforts by centralizing all sales data, leading to better pipeline reporting and customer targeting. • Nominated for the Winner's Circle, ranking in the top 2% of the company, five times for outstanding performance and contributions. • Achieved a notable 120% year-over-year growth and expanded market share from 6% to 15%, demonstrating exceptional strategy implementation and market penetration.