Sales Customer Service

DENISE McKANNA

*** ************* ****, #** ***/**5-2819

Etobicoke, ON M9C 2Z6 ********@******.***

SALES ACCOUNT MANAGER

PROFILE

Successful, high-capacity leadership experience as a Revenue Generator, Client Advocate and Product Champion in new business development, start-up operations and timely execution of large-scale sales initiatives in cutting-edge software market spaces. Widely recognized as a key change agent in managing productivity growth, vendor relations, creative troubleshooting and customer relationship management.

Results-driven business driver, industry expert and cross-discipline decision-maker in connecting clients with solutions, both application and infrastructure, rolling out new products and continually expanding brand awareness.Highly skilled in relationship building, identifying priorities and challenges, competitive analysis, partnership building, product knowledge and establishing value at multiple levels and departments within prospects and customers.Goal-oriented, self-disciplined sales professional with a proven record of accomplishment of success using a consultative selling approach to medium-sized companies.Unique combination of creative, analytical and negotiation skills working with product and operations team to develop innovative and flexible solutions for clients.Creative design and implementation of successful product/service introduction strategies, by industry, as well as high-impact and profit-building take-to-market plans.Confident and effective hiring, management, motivation, deployment and development of top-notch talent at corporate, staff and field levels. Self-motivated to drive organizational expansion, achieve top brand performance, penetrate competitive global markets, ensure optimal customer satisfaction and meet aggressive business objectives.Multi-tasking talents in C-suite presentations, executive relationship building, team leadership, organization, needs analysis, process improvements and attention to detail in time-sensitive situations.

EMPLOYMENT & ACCOMPLISHMENTS

360 Visibility Inc., Vaughan, ON 2003 – 2011

360 Visibility is a Microsoft business partner specializing in ERP (Dynamics), CRM and infrastructure related software. Core industry expertise includes Professional Services, Financial Services, Government Agencies and Distribution.

Client Service Manager, 2010-2011

In charge of acquiring and overseeing profitable B2B relationships for this multimillion dollar Microsoft-centric partner that provides clients with such solutions for SQL Server, Windows and other platforms, including Dynamics GP, NAV, CRM and cloud-based solutions such as CRM Online and Hosted Exchange. Utilized expertise in pre-sales efforts by leveraging customer referrals, repeat business, client retention, vendor relations and hosting of seminars and webinars for specific challenges. Examples include web seminars introducing Microsoft CRM Online to the client base and industry specific prospects as well as Forms Automation. CRM Online was enthusiastically received by several client departments and sold to IT, Finance and Sales groups. The Forms Automation solution reduced Solutions 2GO’s DSO by 3 days, increased cash flow over $500,000 and realized a payback of less than 17 days. Achieved and exceeded expected deliverables by establishing and maintaining relationships with C-Level client contacts and software business partners. Established trusting relationship with prospects and clients by researching and gaining an in-depth understanding of their business needs and priorities in order to deliver solutions that solve their business problems.

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Expanded company footprint in client environments by organizing and conducting meetings to facilitate needs assessment, agreement review, project planning and recommendations for solutions. For example, helped Marketwire execute their plan to consolidate licenses, colocate servers and integrate applications to the new web-based platform.Achieved a 95% renewal rate to maintain Microsoft Gold Partner status through ongoing customer education in updates and contract benefits.Dramatically decreased client issues by designing and introducing a value-add Client Care program for unlimited off-site support for an annual fee.Key accounts include Toronto Port Authority, G4S (Canada), Marketwire, REMAX and Infrastructure Ontario.

Business Development Manager, 2003-2010

Played a central role in starting this business from scratch and driving business growth to $4 million in annual sales with a staff of 25 professionals. Coordinated executive presentations, generated proposal generation and verified customer renewals. Rapidly increased the account portfolio for Dynamics GP from 0 to over 100 clients. In this hunting role, I sourced and managed new opportunities by lead generation, cold calling, referrals, networking with software vendors, memberships in associations and industry specific seminars.Tasked with complex client negotiations and interactions.New business included Solutions 2GO (initial license deal valued over $100,000, growing the client to over $275,000), Oshawa PUC ($150,000 license value), Eastons Group of Hotels ($85,000 license value).

Aston Group (Canada) Company, Richmond Hill, ON 2002 – 2003

Aston Group was a Microsoft business partner specializing in ERP (Dynamics GP and NAV) software. Core industry expertise included Professional Services, Financial Services, Light Manufacturing and Distribution.

Account Executive

Responsible for managing sales, marketing and account support for MS Dynamics GP and NAV applications for this $1.5 million Microsoft partner. Built and tracked a growth-oriented pipeline with business partners.Championed higher revenue and market share by personally sourcing and closing complex business deals.Ensured full client satisfaction by exceeding expectations through the pre- and post-sales process.

Deloitte & Touche, Toronto, ON 1993 – 2001

Deloitte is one of Canada’s leading professional services firms. In 1993, a new IT practice was formed to address the ERP needs of Canadian small to medium companies. Best practices were established and replicated across the country to form a National Practice.

Client Development Manager

Hired to coordinate all aspects of customer service, partnership interaction, deal negotiations and ongoing service promotion to small- and medium-sized client business for this world-class consulting firm. Solely accountable for growing and retaining a multimillion dollar portfolio of 12 national utility accounts.Developed positive relationships with audit partners to effectively manage client interaction; established better operating policies & procedures.Specialty industry expertise included Power and Utility companies, Financial Services and Government Agencies. Sample clients include Ontario Science Centre, Ontario Securities Commission, Toronto Port Authority, CB Richard Ellis and Dictaphone.Gained hands-on knowledge of various applications, such as Great Plains, MS Dynamics, Platinum, Solomon, AccPac, Epicor, JD Edwards and others.

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PREVIOUS EXPERIENCE

Held professional positions in retail sales, market support, branch operations, general accounting and customer service for diverse Toronto-area companies.

Consistently recognized by management for skills in new business development, sales presentations, product knowledge and full client satisfaction.

EDUCATION

Ryerson University, Toronto, ON

Diploma in Hotel, Restaurant & Institutional Administration

PROFESSIONAL TRAINING

- Microsoft Certified Technology Specialist (MCTS) Certification – Licensing.

- Courses in Target Account Selling, Dale Carnegie Sales and related topics.

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