Susan Lawton - Customer Experience Manager, Phoenix Energy Technologies

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Work Background

Phoenix Energy TechnologiesCustomer Experience Manager

Feb. 2024Manchester, New Hampshire, United States · Remote

BrainBox AINorth American Key Account Manager

Jul. 2023 - Feb. 2024Manchester, New Hampshire, United States

ABB Smart Buildings North AmericaNorth American Key Account Project Manager

Jun. 2020 - Jul. 2023

ABB Smart Buildings North AmericaNational Accounts Project Manager

Feb. 2018 - Jun. 2020Manchester, New Hampshire

Teletrol Systems Inc.Project Manager, Solutions Engineering

Jan. 2010 - Feb. 2018Manchester, New HampshirePROJECT MANAGER, SOLUTIONS ENGINEERING Responsible for project support for a subsidiary of Philips and a leading provider of eBuilding energy management solutions.  Establish new standards, processes and procedures that streamline interactions across teams in support of project execution; create roadmaps including present current state, future state vision, resource requirements and project plans  Manage all project planning phases including gathering requirements, performing gap analytics, documentation, calendar management and daily reporting  Document solutions, methods and procedures to drive communication synergies and alignment between the product development group and sales team in support of go-to-market strategies, unlocking revenue growth and customer acquisition  Structure governance processes for solution architecture, technical oversight and stakeholder engagement; create a disciplined project management environment based on speed of decision-making and project visibility  Facilitate the end-to-end execution of on-site and off-site leadership team meetings, company events and customer visits, including agenda development, materials preparation, activity planning and logistics

AutodeskProject Specialist II

Jan. 2002 - Dec. 2010Manchester, NHPROJECT SPECIALIST II | AEC AUTODESK CONSULTING Managed engagements for 12 consultants to maximize profitable by efficiently routing nationwide assignments for a global software corporation that makes software for the architecture, engineering, construction, manufacturing, media, and entertainment industries.  Primary customer point of contact focused on identifying engagement protocols used to meet client training objectives  Engaged with clients to establish a thorough understanding of the organizational mission, business priorities and strategic plans; maintained ongoing relationships with retainer clients to ensure maximum number of assignments were booked  Assisted with business development efforts with a strong focus on delivering high levels of service and accelerating revenue growth; client list included Cannon, Black and Veatch, and Burns and McDonnell with contracts ranging from $1M to $4M  Ensured lines of communication remained open, objectives were clearly communicated and deadlines were met; consistently achieved quarterly revenue goal by ensuring consultant’s calendars were completely booked 6-8 weeks in advance  Established all workflow processes and procedures with consultants and Legal and Accounting Departments; championed business initiatives focused on improving productivity, enhancing service levels and realizing synergies  Realized a 92% response rate on customer satisfaction surveys by engaging the client via phone; communicated feedback and suggestions to consultants including ways to enhance and strengthen relationships  Awarded Peer-to-Peer award as the subject matter expert to resolve issues for the consulting team

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