partner support and training manager resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Executive Summary
Account Management and Channel Partner Support
Talented Account Manager and Partner Support professional with more 15 years of account management and retention experience in voice, data and unified communications. Specializing in supporting channel partners, sales teams and enterprise clients. Strategic thinker and proactive problem solver with expertise in post sales account development. Work in tandem with sales on contracts, quotes, renewals and increasing customer satisfaction. Develop course content and provided training, partner on-boarding and product training. Counsel and self-practitioner of continual improvements in operation and communications.
Core Qualifications
Account Management
Channel Partner Support
Account Development
Training and onboarding
Customer-oriented
Retention expert
Strong communicator
Microsoft Lync
Professional Experience
04/2013 to 10/2014
Partner Support and Training ManagerAvalon Health Care Group – Madera, CA,
Orchestrated support for 100+ Partners and 7 Channel Directors.
Partners consisted of Resellers (VARs), Systems Integrators, Master Sales Agents and their sub agents. Along with Independent Agents.
Vendors included Microsoft, Cisco, Avaya, ShoreTel, NEC, other as part of our eco-systems.
Enhanced monthly revenue exceeding 1 million dollars for the channel.
Attended on-site meetings and events with channel partners and regional directors.
Maintained relationships and built trust with partners.
Informed partners about products and promotions in a friendly and engaging manner.
Recommended and helped partners select products based on their clients needs.
Assisted partners with contracts and presenting pricing options for clients.
Worked with internal teams to ensure we meet and exceed our partner's success in selling our services.
Revitalized current onboarding process and had ownership for new partner trainings.
Delivered 25+ new channel partner training either on-site or via Microsoft Lync on an annual base. And, approximately 30 additional trainings on updated products and procedures.
Covered sales for Channel Directors were out of the office or while on PTO.
08/2012 to 04/2013
Health Information ManagerPalo Alto Networks Inc. – Fort Worth, TX,
Oversaw systems, software programs along with coordinating with vendors to resolve trouble tickets for an office of 15 physicians.
Managed team of 5.
Oversaw 12 patient coordinators schedules while on PTO or out sick.
Performed audits for loss revenue due to data entry error.
Reviewed all documentation procedures are in compliance with HIPAA regulations.
Trained doctor's and staff on our medical software programs and Dragon software which is voice recognition software for dictation.
05/2011 to 07/2012
Agent and Customer Relationship Manager Telecom Consultants, LLC – City, STATE,
Worked directly with new agents and existing agents on products and service offerings for each carrier.
Contract renewals, billing and service related events.
Reviewed commission structure for each carrier to ensure accurate payout.
Advocated on behalf of our internal and external clients to assure quality service objectives are satisfied.
Conducted weekly conference calls with owner to review agent programs and service offerings.
07/2001 to 04/2011
Client Service Account Relationship ManagerXO COMMUNICATIONS, INC – City, STATE,
Developed mutually rewarding relationships with accounts through accountability, trust and follow up.
Strong retention skills and upselling.
Conducted weekly or daily conference calls with national groups to ensure target dates are encountered.
Developed and held ownership of client base while operating as facilitator within the account team.
Managed service outages, voice and data, order management, billing and collections.
Advised clients and channel partners of network upgrades, service outages and maintenance.
Provided excellent service that encourages client satisfaction and retention.
Team lead and assisted coworkers with all escalations as required.
Trained and mentored new team members on policies, procedures and CRM tools.
Negotiated contract renewals and promoted new products and services.
Assisted management with escalating and resolving repair, billing and order management.
04/1999 to 06/2001
Account Relationship ManagerLIGHTYEAR COMMUNICATIONS – City, STATE,
Managed 50 mid-sized customers.
Accountable for all customer relationship management activities.
Served as point of escalation for critical support issues for assigned customer based.
Exercised sound judgment in issuing credits and making exceptions when needed to maintain high levels of customer satisfaction.
Acquired knowledge of telecommunications to continue persuading a career in the voice and data industry.
Education
Expected in to to
Bachelor of Arts: Human Services Curry College - Miton, MA GPA:
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