CRMpeople.com

Presents

Resume 803.

Customer-focused Marketing Manager with extensive years of intangible product sales, customer relationship management, sales and marketing development to build customer loyalty and grow business in a competitive environment. Innovative driver with strong communication skills and a demonstrated ability to spearhead marketing programs, direct cross-functional teams and implement to achieve desired business results.

Program Management 1 to 1 Marketing

Intangible Product Marketing Sales Campaign Development

Customer Relationship Management Proposal Writing

Marketing Program Manager 1999 to Present

Manage sales and marketing programs for support services and products with specific focus on building customer-loyalty and growing the transactional customer base to enable the sales team to meet business objectives.

• Designed up-sell system that personalized customer interactions and increased add-on service sales 300% resulting in annualized $950K of revenue growth.
• Accelerated growth of the transactional customer segment by leading a cross-functional team that increased customer loyalty, grew support agreement business and improved customer intelligence.
• Developed training, sales tools and web lead form to improve the call center’s ability to promote support services that resulted in 200% increase in leads and improved qualified leads from 10% to 60%.
• Spearheaded initiative to identify customer contacts and preferences in the marketing database that increase the number of valid campaign contacts from <2% to >80%.
• Led the design and rapid implementation of a sales response desk that generated $300K of sales in the first 6 months of operation.
• Improved a custom product quote tool that saved sales reps 1 hour of time per deal and reduced quote turn-around from 3 days to 4 hours.
• Performed multitasking on numerous dependent and independent open projects and tasks to provide value to the team, achieve business goals and be requested by management to lead critical projects.

HEWLETT-PACKARD COMPANY, Fullerton, CA 1977 to 1999

Sales Program Manager 1996 to 1999

Develop sales infrastructure focused on customer loyalty and sales productivity to enable achieving business goals.

• Managed a Customer Retention program that increased support agreement renewal rates from 60% to 93% and achieved an annual growth > 11%.
• Integrated Pivotal Relationship CRM application into sales team processes resulting in 100% Funnel Tracking and 50% improvement in utilization over other sales team implementations.
• Organized the development, implementation and sales training of a custom Sales Force Automation tool that significantly increased funnel accuracy, sales productivity and win ratio.
• Directed multiple cross-functional teams focused on building customer loyalty for the system support customers that increased renewal rate from 28% to 52%.

Senior Support Sales Engineer 1993 to 1996

Sell repair and calibration services and support products. Manage proposal generation, customer communications, RFP responses, and implementation planning to close deals.

• Demonstrated ability to sell intangible support services by building customer relationships, qualifying customer needs, communicating value and closing each step of the sales process to consistently achieve over-quote results.
• Designed, built and maintained sales team Internet Web Portal based on the sales process that resulted in 10-15% increase in sales productivity.
• Created a modular proposal template system and integrated automation that reduced sales rep proposal time from 7.5 hours to <1 hour and reduce proposal turn-around from >3 days to 1 day.
• Structured the development and implementation of new calibration management web services that met customer acceptance and enabled the successful sale of two additional implementations.

Bachelor of Science, Engineering Technology
California State Polytechnic University, Pomona, CA; 3.6 / 4.0 GPA - magna cum laude

Associate of Arts, Electronic Technology
Los Angeles City College, Los Angeles, CA; graduated cum laude