Dec 2021 – Aug 2024 · 2 yrs 8 mos · United States · Remote

• Pre Sales
• Scheduled discovery meetings with potential customers to understand their meeting space challenges, video conferencing needs, and budget. Identified if Huddly's products were the most suitable solution for the customer's specific requirements.
• Demonstrate product expertise and delivered technical presentations: Possessed in-depth knowledge of Huddly's hardware and software functionalities. Generated and delivered presentations showcasing how Huddly's technology addressed pain points. This involved demos highlighting features like people counting or seamless integrations with popular video conferencing platforms.
• Supported the sales team throughout the sales cycle: Collaborated closely with the Huddly sales team. Provided technical expertise during negotiations, address customer concerns regarding product capabilities, and draft proposals outlining the value proposition of Huddly's solutions.
• Post Sales
• Onboarded new customers and ensure successful product deployment: Guided new customers through the initial setup and configuration of their Huddly devices. This involved assisting with hardware installation, software configuration, and integration with existing video conferencing platforms.
• Provided technical support and troubleshooting: Addressed customer inquiries, troubleshoot technical issues with the devices or software, and ensure optimal performance of Huddly solutions within the customer's environment. Assisted with Escalations and generated Engineering Tickets.
• Train customer teams and promote user adoption: Delivered training sessions for the customer's team, educating them on how to effectively use Huddly's features. This can increase user adoption and ensure customers are getting the most out of their Huddly investment.

Mar 2020 – Dec 2021 · 1 yr 9 mos · Austin, Texas

• Developed new business opportunities from inbound calls and marketing-generated leads as well as strategic outreach.
• Exceeded all target quotas related to the number of qualified opportunities & the value of sales pipeline.
• Produced reports, tracked, and managed sales activities and results using Salesforce.com while also playing an active role in the creation and iteration of team processes.
• Worked alongside Account Executives to facilitate productive relationship with prospects.

Jan 2018 – Mar 2020 · 2 yrs 2 mos

• Provided triage and investigated performance and connectivity issues for Lifesize systems and Cloud services as reported by customers over the phone, chat, or through a website case creator, managing my case load with Salesforce.
• Worked with remote non-technical on-site customers and partners to investigate and resolve issues related to our UVC Servers and Cloud services, and including our Icons, 220s, the Lifesize Share, the Cloud and ClearSea clients, the Lifesize Outlook plugin and Chrome Extension, the Chrome WebRTC webapp, Calendaring and SSO services, and Android and IOS clients.
• Created cases in Jira when issues were identified that required software revisions, or when tasks needed to be performed by persons with deeper access to the production servers.
• Supported customers with firewall troubleshooting and integrations with Skype for Business/Teams, LDAP, SSO through AD and Azure, as well as investigating issues with AV integrations with Crestron and other controllers.

Aug 2017 – Jan 2018 · 5 mos

• Qualified inbound and marketing generated leads by utilizing BANT (Budget, Authority, Needs and Timeline) sales methodology.
• Generate new pipeline for Americas Sales team utilizing tools such as ZoomInfo, and Outreach.
• Managed a pipeline of working leads and performed regular follow ups to maximize lead conversion
• Assisted Lifesize partners with new opportunities.
• Conducted demos of Lifesize Application and Hardware to end customers.
• Input, updated, and maintained Salesforce records on each account and opportunities.
• Generated (KPI) reporting for Weekly forecast meetings.

Dec 2015 – Aug 2017 · 1 yr 8 mos

• First line of customer support. Assisted end users with any questions related to Lifesize software and hardware.
• Generated support tickets and documented action steps and resolutions utilizing Salesforce.
• Achieved top (NPS) score based on support tickets generated.
• Assisted in the rapid assessment of both the nature and severity of customers issues and initiated calls as needed.
• Collected customer feedback and generated Feature Request.
• Cover on-call responsibilities during off-hours and holidays.
• Provided assistance internally to sales team.
• Generated most amount of net new leads for the sales team.

Oct 2011 – Nov 2015 · 4 yrs 1 mo · Austin, Texas Area

• Research, resolve, and respond to issues and questions received via telephone calls, email, and chat in a professional and timely manner
• Consistently rendered excellent customer service by presenting an engaging, professional presence as a representative of CompassLearning.
• Worked closely with several departments including Curriculum & Instruction, Quality Assurance, Technical Support, and Customer Care Specialist to foster a team-oriented approach to resolving customer’s issues.
• Develop technical knowledge of the operating systems and technologies that support CompassLearning products including: Windows, IIS, SQL Server, Mac OSX, browsers/plug-ins, general networking
• Develop and use business and technical writing skills to create product support documentation, newsletter and knowledgebase articles