Willie C. Sennette III

Lewisville, TX *****

adi4hg@r.postjobfree.com • 972-***-****

VP - Customer Success/Support

Client success expert with successful career trajectory evidenced through increasing levels of sales and business development initiatives.

Insightful leader with strong business acumen and proven expertise in channel management, customer success, strategic account management, and enterprise solution selling; excel at delivering next-level results and service by seamlessly executing novel solutions to improve products and increase adoption. Instrumental in redefining customer experience by continuously infusing innovation, passion, and creativity into customer buying journey through personalized human engagement. Accomplished leader with track record of success leading cross-functional teams, conceptualizing customer-focused strategies, and consistently growing account base to drive market impact and expansion of organization. Possess strong communication and project management skills with in-depth knowledge of multiple technology solutions/products; keenly focused on keenly focused on aligning core business, revenue, and growth goals to enhance ROI. .

Areas of Expertise:

Strategic Planning and Implementation

Policies & Procedures Execution

Client Onboarding Strategy Formulation

Solution Development/Promotion

Budgeting & Forecasting

Partnership Building

Adoption & Renewal Strategy

Channel Management

Promotional Campaigns Development

ROI Improvement

Project Management

Customer Satisfaction/Retention

Sales Revenue Enhancement

Cross-Functional Team Leadership

Professional Experience

Deliver visionary leadership for devising/executing innovative plans that drive onboarding and adoption of solutions throughout all stages of account lifecycle. Conceptualize effective plans for carrying out regular prospecting/upselling activities across current accounts, identifying business opportunities and enhancing organizational revenue. Conducts quarterly business reviews to increase services adoption, while ensuring alignment with customer success plan and business outcomes. Maintain in-depth knowledge of functional and technical features of company’s products/solutions, while translating technical aspects into laymen’s term for better understanding of customers.

Selected Contributions:

Yielded more than $1M in revenue (FY 2019) and successfully achieved KPI target of 127% through customer-centric strategies and productive relationship building.

Delivered training and support to customers on proper utilization of Identifix solutions, ultimately increasing adoption rate and driving maximum client satisfaction.

Implemented robust policies/procedures to drive continuous process improvements across key operational domains with keen focus on maintaining high quality service standards, achieving maximum customer satisfaction, and driving consistent business growth. Developed new strategic partnerships, conceptualized effective plans, and guided long-term objectives to meet ever-changing business requirements. Conducted market research to identify/examine competitors services, customer demands, and potential business opportunities. Provided broad range of service implementation projects by engaging correct services partners.

Selected Contributions:

Enhanced operational efficiency across business units to deliver best-in-class service, ultimately achieving 100% customer satisfaction rating (in 2018).

Devised and executed strategic plans, spearheaded business development initiatives, and directed team of 25 members (including team leads) to achieve bottom-line gains for multiple business units (of Toyota), including Plano, Atlanta, and Denver.

Developed healthy pipeline of new services projects through productive partnerships, strategic planning, and multi-departmental coordination.

Maintained consistent liaison with account teams and partners to drive customers through Microsoft FastTrack approach, delivering consistent and predictable outcomes based on Microsoft best practices with a combination of project planning, guidance, and support. Built collaboration between cross-functional teams (IT Enablement, IT Operations, Compliance, and Enterprise Security), while defining strategic direction to achieve business designated goals. Determined/recommended robust methods for solution implementation/maintenance in liaison with delivery teams and vendors. Monitored overall performance of project teams, while organizing ongoing processes through seamless communication (team meetings, e-mails, and documentation/reporting).

Selected Contributions:

Devised and implemented customer-centric strategies that increased onboarding rate by 95%.

Established seamless coordination with key stakeholders to update about projects’ status, while providing effective recommendations for seamlessly infusing innovation throughout projects’ lifecycle.

Led end-to-end implementation and on-time delivery of client's Office 365 migration project. Managed overall migration activities in close collaboration with IT /infrastructure engineering teams.

Led transformative initiatives for executing meaningful change across operational domains, enhancing service standards, achieving client satisfaction, and generating profitable gains for the organization.

Delivered visionary leadership for designing strategic roadmaps for effective positioning of BlackBerry enterprise solutions across a competitive market with keen focus on driving competitive advantage and revenue growth. Garnered profitable gains for the organization by nurturing relationships with C-Level executives and decision makers within assigned set of enterprise accounts. Conducted market research for identifying customer demands/trends, while strategizing promotional campaigns accordingly to drive business success.

Selected Contributions:

Conceptualized customer-focused strategies and fostered productive relationships with executive-level clients that garnered $500K in software revenue, achieving 124% of sales quota (FY 2015).

Achieved short- and long-term strategic goals and paved organization on ever-growing trajectory by mobilizing internal resources, such as technical/ channel account managers and carrier business units.

Managed an account deck of 135 enterprise accounts within 9-state territory across US (South, East) representing entire suite of BlackBerry business solutions, including BlackBerry enterprise server, software licensing, BlackBerry enterprise service 10 (including UDS for iOS/Android device management), mobile application development, SharePoint, professional services, and Blackberry technical training/support services.

Oversaw end-to-end development/implementation of MS Lync, while strategizing and spearheading marketing campaigns to promote and sell the solution across diverse markets of Mid-Atlantic and Southeast region. Ensured effective market positioning of MS Lync across multiple territories in close collaboration with Inside Territory /Territory Manager. Tracked total cost-of-sale and deal velocity through engagement with Microsoft sales channels, partner sales, and services channels at appropriate phase of solution sales cycle. Devised comprehensive reports containing detailed information regarding TCO/ROI and presented to executive leadership for review.

Selected Contributions:

Ranked #5 Worldwide.

Finalized deals by reinforcing business value of solutions and presented detailed financial analysis, yielding $1.6M net new revenue, over 30% Close Rate, and achieved 194% of quota (in FY 2013).

Entitled with “Lync Solution Sales Professional of the Year” during FY 2013 for achieving/exceeding sales targets through effective promotion of Lync solution across diverse markets.

Demonstrated outstanding operational excellence that involved monthly/quarterly forecasting, CRM entry and hygiene, opportunity management, and virtual team orchestration.

General Business, Morehouse College, Atlanta, GA

Project Management Certification, University of Phoenix

Customer Success Manager

Customer Success Management Strategic Account Management Business Development

Enterprise Solution Selling High Growth and Established Organizations Client Training & Support

Areas of Expertise:

Professional Experience

Solera Holdings - Identifix, Inc. – Westlake, TX

SR. CUSTOMER SUCCESS MANAGER (2018 to Present)

RAM Contracting – Dallas TX

DIRECTOR OF BUSINESS DEVELOPMENT/OPERATIONS – TOYOTA DIVISION (2017 to 2018)

Microsoft Corporation (Experis) –Las Colinas TX

CUSTOMER SUCCESS MANAGER (2015 to 2017)

Blackberry Corporation– Irving, TX

ENTERPRISE ACCOUNT EXECUTIVE (2013 to 2015)

Microsoft Corporation (Invenio) – Irving, TX

SOLUTION SALES PROFESSIONAL (2011 to 2013)

Education and Credentials

Contact this candidate