Mai Spriggs

• Consultatively sold eLearning software in the CyberSecurity space.

• Piloted introductory account management position to enhance customer satisfaction and loyalty.

• Maintained client load of 130+ clients, with a targeted revenue of $4.3M.

• Utilized Salesforce for forecasting and pipeline management.

• Managed existing accounts for retention (renewals) and generate revenue growth (up/cross sell).

• Built successful internal and external business relationships to ensure timelines and quotas were met.

• Collaborated with Implementation Managers to ensure extraordinary customer satisfaction.

• Managed and resolved customer concerns to ensure successful adoption, satisfaction and ROI.

• Proactively provided customers with updates on current and new products services.

• Accomplished sales and organization mission of Above and Beyond service to internal and external customers.

• Actively sought customer success, referrals and Net Promotor System (NPS) feedback.

• Negotiated subscription and technical contracts with customer technical and legal teams.

• Complex elearning project management role for SMB and Enterprise clients.

• Led large scale CyberSecurity deployments to 1M end users.

• Maintained client load of 165 clients year-round.

• Targeted revenue of managed clients $2.5M.

• Projects ranged from standard company-defined branding option to fully custom courses and 20+ language translations of heavily customized content.

• SME for course content offerings and product customization offerings.

• Assessed client requirements and goals against scope of contract and internal resources.

• Determined project timelines and set client expectations.

• Initiate and managed multi-round projects through Jira, Basecamp, and Salesforce.

• Coordinated activities and functions of designated projects to ensure that goals and objectives specified for the client are accomplished.

• Provided client support for all course deployments for duration of contract.

• Functioned as front line customer support for any technical issues and escalated advanced technical issues to Technical Support Team while monitoring ticket progress through Desk.com.

• Trained new colleagues and educated on successful product adoption, course content and selection, and consultative discovery sales methods.

• Collaborated with Product Development, Course Development, Technical Support and other teams to regularly provide client feedback and influence future product enhancements.

• Assisted consumers by providing technical and customer support via phone and email.

• Minimal training, top producing CSA within weeks.

• Positive feedback from consumers, supervisors, and executive level management.

• Tasked with re-focusing and re-creating 6 week training course for new CSAs.

• Member of the CRM selection and implementation team.

• Technical Support Representative for proprietary telecommunications software in a call center environment for Automatic Call Distribution reporting technology.

• On-site installation of software and hardware at over 500 customer locations throughout the US and internationally.

• Experience with databases - proprietary as well as Microsoft Access and Pervasive database engines.

• Training sessions including group as well as person-to-person instruction for call center management personnel.

• Subject Matter Expert for Northern, Siemens, and Avaya ACD reporting, familiar with Northern PBX programming.

• Designed and implemented a Team Leader program in the Technical Support Department.

• Promoted to Senior Team Leader reporting to the Operations Manager.

• Trained new technicians and sales people coming into the company.

• Co-wrote and presented sales and technical training courses for distributors of Telecorp Products ACD software.

• Wrote technical and user documentation for ACD software.

Installation Coordinator

• Restructured the pre-installation process to ensure faster installations and achieve higher customer satisfaction ratings.

• Authored installation documents to enhance customer participation in the pre-installation process.

• Reduced secondary site visits which diminished expenses by greater than $75,000 annually.

• Served as client liaison to various telecommunications and IT departments.

• Functioned as Sales Engineer during sales cycle.

• Created sales plan for increasing product distribution.

• Extensive use of Microsoft Office products - specifically Word, Excel and Access for data mining.

• Responsible for creation of marketing collateral.

• Project Manager for new product cycle.

• Handled product logistics.

• Point of Contact for vendors including packaging, product fulfillment, etc.

• In-house IT support - PC, application, hardware, software, networking, etc.