Customer Success Project Management

Carly Connor Reim

Chelmsford, MA 978-***-**** ***********@*****.*** linkedin.com/in/carly-connor-192802a/

Enterprise account manager

Enterprise account and customer success leader with extensive management experience in channel operations, success planning, field sales, project management, and business operations. Recognized for strong communication, problem-solving, strategy planning, and relationship building. Specializing in process design and business application development, change management and project management.

Professional Experience

MICROSOFT, Chelmsford, MA April 2021 – May 2023

Senior Customer Success Manager

Managed a portfolio of 14 large global manufacturing companies driving the adoption of Microsoft CRM, ERP, and Power Platform solutions.

Facilitated the deployment and adoption of Microsoft Dynamics solutions across multiple facilities and countries with each successful engagement leading to revenue expansion opportunities by more than $8M in 2022

Evaluated and influenced customers roadmaps, and continued investments, through detailed success planning, demonstrating ROI, and implementation support

Developed and leveraged implementation partner relationships. Drove over $5M in new customer revenue through partners in 2022-2023

100% licenses renewed by identifying business use cases for license consumption

PLUMCHOICE, Lowell, MA April 2017 – September 2019

Sr. Manager of Customer Success

Managed a cross-functional team in the development and launch of new revenue generating programs for large, enterprise accounts such as Verizon, AT&T, etc. Achievements include:

Created and implemented training programs for external customers resulting in a 22% increase in revenue

Negotiated $18M in contracts and renewals annually, resulting in a 25% increase in revenue

Drove $6M new revenue by expanding white glove support programs

Assisted in the acquisition of Plumchoice, and the transition of large enterprise accounts

PROGRESS SOFTWARE, Bedford, MA August 2010 – January 2017

Principle Project Manager

Managed 9 developers and IT architects to deliver business application solutions, on time and on budget. Developed applications for Progress Software that are still in use today, including:

Achieved significant cost savings of more than $1M through vendor contract negotiations.

ProgressLink; customer-facing partner/customer portal - https://progresslink.progress.com/

Progress Community; customer-facing social community https://community.progress.com/

RSA SECURITY a Division of EMC, Bedford, MA April 1999 – August 2010

Global Channel Systems Manager July 2009 – August 2010

Managed a global team of 14 to develop processes, enhance systems and reporting to track the health of the channel business. Collaborated with the international theaters (EMEA, AP, Latin America) to develop similar processes to mirror best practices in North America.

•Developed and launched RSA partner portal with quoting and approval functionality providing an audit trail for all partner quotes

Channel Operations Mgr. July 2006 – July 2009

Led a team of 5 to define processes, systems and reported all channel sales leads in Salesforce, reporting, and application enhancements.

•Identified pipeline gaps in the token renewal process; improved renewal visibility and increased closure rate by more than 20%

•Developed applications and business processes that increased productivity by approximately 50% for non-standard pricing approval, partner deal registration portal, partner certification, and professional services revenue recognition to meet audit requirements. These processes and systems developed are still in use today

Inside Sales Manager April 1999 – July 2006

Managed a team of 12 Inside Sales reps for East, West and Latin America Regions, with an annual quota of $200M.

•Exceeded annual quota year over year by approximately 8%. Inducted into the President’s Club

•Collaborated with Marketing and Field Management to develop and execute sales strategies that grew revenues by 35%

•Designed lead qualification and ranking process improving lead conversion to sales by approximately 40%

•Recruited, managed, coached and mentored 12 Inside Sales to field sales and management positions

•Created and implemented a training model for all new hires that is still in use today

•Replaced manual, home-grown CRM solution with an automated CRM solution

EDUCATION & CERTIFICATION

University of Massachusetts

Villanova University, Project Management Certification

ProSci Change Management Certified Practitioner

Microsoft Accessibility in Action

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Microsoft Global Hackathon 2021

BOARDS AND COMMITTEES

Town of Chelmsford Diversity, Racial Equity & Inclusion Committee; Appointed Committee Chairperson 2021- Present

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