LISA BAXTER

adhfok@r.postjobfree.com *** - ***- ***1 www.linkedin.com/in/lisadbaxter PHOENIX, AZ CUSTOMER SUCCESS / RELATIONSHIP MANAGER

I am a relationship-focused account management professional with extensive experience in solution-based technology sales and proven experience with implementing complex programs. Utilizing strategic analysis, I facilitate organizational transformation by identifying opportunities for growth and developing solutions to meet goals. As a trusted Advisor, I collaborate with cross-functional teams on product and service development to bridge the gap between business and technology, driving organizational growth. CORE COMPETENCIES

Customer Success Management • Program Management • Strategic Planning • Team Leadership • Business Development • Relationship Management • Vendor Management • Project Management • Account Management

• Stakeholder Buy-In • Business Communications • SaaS Sales • Management Information Systems/IT • Research & Development • Organizational Transformation • Program Implementation • Financial Management • Operations Management

EXPERIENCE

EHS Technology Practice Leader

AECOM Remote 01/2018 - Current

Fortune 500 Global Consultancy and Engineering Firm

• Develop relationships with revolving $45M portfolio comprised of Fortune 100 companies. Account values range from $25K to multi-year, multimillion-dollar contracts.

• Acquired two new Fortune 100 accounts, valued at $4.6M over multiple years.

• Manage team of twenty direct reports and ten indirect reports. Since 2018, increased team by 20% and maintained a 3x profit margin.

• Oversee complex implementation projects utilizing consultative technical knowledge and selling approaches with clients. Lead teams of developers, project managers, and technical consultants throughout sales and implementation cycles.

• Collaborate regularly with Alliance and Sales Partners to develop business growth strategies, discuss new deals, and status of ongoing projects.

• Maintain relationships with base of loyal accounts built through communication and trust. Leverage client relationships to retain accounts, drive value for company, and exceed business goals.

• Customers/Projects include: CBRE, Doncasters, DuPont, Genentech, Gilead, Lockheed Martin Director, Technical Implementations

TETRA TECH Remote 2016 - 2018

Global Consulting and Technical Services Firm

• Recruited by C-Level Executives to launch new software implementation business unit and drive value-added strategy for company. Developed all SOPs, team development, and training for unit.

• Developed team of five sales consultants, technical engineers and project managers who implemented Health, Safety & Environment (HSE) platforms for global organizations. Responsible for all team development and daily leadership.

• Won two new projects (Gilead, Doncasters) in just over one year, resulting in $725K in new revenue stream. Led negotiations, execution, and delivery of complex business and IT projects.

• Customers/Projects include: Doncasters, Gilead

LISA BAXTER www.linkedin.com/in/lisadbaxter

Résumé Page 2 of 3-970-***-**** adhfok@r.postjobfree.com Director, Enterprise/Strategic Accounts

ENABLON (A WOLTERS KLUWER’S COMPANY) Remote 2014 - 2016 Sustainability, Environmental Health & Safety (EHS) and Operational Risk Management Software

• Managed portfolio of seventeen Fortune 100 accounts leading to $6.2M in sales in two years and exceeding sales goals. Individual accounts ranged from $250K to $5M.

• Provided start to finish account management; proposed creative and viable solutions to prospective clients, worked with services team to ensure successful implementation and delivery, and acted as long-term point of contact to ensure customer success and account retention. Provided onsite sales and implementation presentations to current and potential clients and performed quarterly business reviews with accounts.

• Created Customer Success program with two others to provide value to accounts and drive strategic organizational growth. Worked with upper management and colleagues to develop and implement SOPs for new program.

• Maintained Client Satisfaction (CS) survey rating of 8.8/10 (2014) and 9.0/10 (2015, 2016).

• Improved timeline of enterprise software license contract negotiations by acting as a liaison between corporate legal teams to improve efficiency and reduce expenses.

• Established strategic partnerships with third-party content providers and project managers to integrate EHS regulations into software and to ensure compliance. Drove seamless customer experience and account retention.

• Customers/Projects include: ABC, Apple, Bank of the West, Disney, Google, Intel, Mattel, Nike, Seagate Project Manager

AGRIUM (A NUTRIEN COMPANY) Loveland, CO 2010 - 2014 International Retail Supplier of Agricultural Products and Services

• Improved operational efficiency, drove growth, and reduced costs by integrating new software systems to bring company up to speed with technology.

o Initiated four-year, $10M PeopleSoft integration to improve HR, Financial Management, and Customer Relationship Management.

o Saved $1.3M yearly by implementing Accounts Payable Approval software across 1,836 branches to increase accountability and reduce time spent.

o Implemented Salesforce for claims and risk management. o Saved $250K yearly by launching consistent, scalable customer contract tracking program using internal development rather than outside vendors.

• Led enterprise Business Continuity Plan (BCP) for corporate headquarters; encompassed operational level knowledge, contracts, and accounts payable to eliminate potential downtime and preserve customer functionality in case of system failures.

• Streamlined project management by launching centralized IT Project Management Office (PMO); developed and rolled out program, engaging with parent company to develop SOPs and create combined best practices. Engagement / Program Manager

DELTEK Fort Collins, CO 1997 - 2010

Enterprise Resource Planning (ERP) and Professional Services Automation (PSA) Software

• Managed end-to-end customer strategy; worked as point of contact to establish design requirements, provide product implementation, post-launch support, and retain accounts long term. Maintained customer satisfaction score above 8.6/10 for eleven straight years.

• Collaborated with R&D team to create unique Beta Programs for seventeen product lines with approximately twenty customers each. Each program generated customer buy-in on new product releases which shortened the product development lifecycle by three months and resulted in cleaner product releases and year over year savings of $320K.

• Established relationships with cross-functional teams to manage resource allocation, develop program metrics, provide budget oversight, manage scope, and deliver status to executive team. Worked with alliance LISA BAXTER www.linkedin.com/in/lisadbaxter

Résumé Page 3 of 3-970-***-**** adhfok@r.postjobfree.com partners to gather product requirements and customer input, develop training, and uncover sales opportunities.

• Administered trainings, built relationships, assisted with keynote presentations and awards ceremonies, and uncovered growth opportunities through yearly participation at annual client user conferences. Annual conference attracted up to 5K attendees and generated $2M in revenue. EDUCATION

Bachelor of Science in Accounting University of Wyoming; Laramie, WY Computer Science Colorado State University; Ft. Collins, CO COMMUNITY INVOLVEMENT

Auxiliary Leader, Combat Veterans Motorcycle Association, 2018 – Current Corporate Food Fight Leader, Food Bank for Larimer County, 2011 – 2014 Agrium’s Women’s Leadership Group (AWLG), 2011 – 2014 Treasurer, Kruse Elementary Parent Teacher Organization, 2003 – 2009

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