Customer Care Success

Robin J. Martin

Las Vegas, NV • ***************@*****.*** • 951-***-****

Customer Experience Management

Implementation • Business Process Re-Engineering • Sales Support • Customer Success

Elevates customer and employee engagement, delivers tactical revenue gain and cost reductions, and plots operational roadmaps for sustained progress. A customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change. Leverages consumer insights to formulate strategies that deliver excellence to clients, build loyalty, and result in profitability. Advocate for the value of the Customer Success process as a potential source of revenue and prioritizes customer needs based on resource availability and importance.

Strategic Partner: Aligns marketing and leadership teams to stay ahead of business trends to grow and retain market share. Influences enterprise-wide delivery of premium experiences by defining key business metrics and service standards, identifying gaps in service, and spearheading effective improvements.

Customer Care Champion: Designs a best-in-class customer experience to enhance branding differentiation, revenue growth, and profitability. Represents the needs of the customer in strategic planning initiatives and advocates for journey mapping and data analytics to continually elevate the level of customer care.

Operations Excellence: Develops and sustains a culture of continuous improvement, building performance excellence by controlling expenses and ensuring quality. Integrates the diverse needs of clients into cost-effective service delivery models. Defines customer success management metrics and processes for strategic relationships.

Sales Support: Provides direction and support to sales teams to increase process efficiency and meet targets. Post-sale, assists clients in using a product correctly to generate repeat customers, develop brand loyalty, and ensure customer satisfaction. Strong B2B SaaS skills.

Leadership: Motivational style used to develop, mentor, and empower frontline employees to excel; reliant upon training and facilitation of conflict resolution to achieve success. Collaborative thought leader focused on people, processes, and profits.

PROFESSIONAL EXPERIENCE

PCS Software 2021- 2022

DIRECTOR OF PROFESSIONAL SERVICES/CUSTOMER SUCCESS

Responsible for delivering value, building a new teams, and driving adoption across our customer base. Manages client engagements and works in tight partnership with customers to do the following:

Set the strategic direction and goals for the Project Management team, the Software Implementation Team, and the Account Management Teams.

Set strategic direction of the customer's use of PCS Software to address business challenges via a strategic approach to customer success and best practices.

Facilitate setting outcomes and measurable objectives with customers.

Hold customer and PCS Software accountable to delivering against goals and measurements of success

Identify opportunities and risks within the customer’s organization, and present recommendations and solutions.

Facilitate conversations with customers through a variety of tactics to ensure customers are on track to see maximum value from the PCS Software platform.

Ownership for outcomes including risk management and mitigation, customer's value realization, and customer and PCS Software’s mutual success Role and Responsibilities

Work with new and existing PCS Software TMS customers.

Created new training and onboarding process

Robin Martin ***************@*****.*** • 951-***-**** PAGE 2

Sysco (Sysco LABS formerly CAKE Corp. and Leapset) 2013 - 2020

DIRECTOR OF IMPLEMENTATION/CUSTOMER SUCCESS

Implemented POS, online ordering, and waitlist management systems for CAKE (acquired by Sysco in 2017) and provided technology solutions and payment processing to the restaurant and hospitality industries, serving over 7,500 customers and nearly $100 million in annual revenues.

Oversaw all post-sale operations support. Led the direction and implementation strategy for client on-boarding, virtual training, customer success, and on-site training while satisfying relationships with strategic partners, product engineers, sales leaderships, customers, and key accounts. Managed a cross-functional team of managers and their teams for implementation departments, projects, and fulfillment operations. Defined and optimized the customer journey through onboarding including a success plan to measure against. Defined processes and KPIs and ensured process adherence.

Drove customer onboarding satisfaction level above 80% based on targeted surveys.

By decreasing lost sales and churn by an average of 13%, saved an average of $2 million annually over the past four years.

Tracking and placing the right tools and processes in place showed a 98% average of clients trained and utilizing full adoption of the system. A goal of 75% had been in place on KPI’s.

Reduced soft cost prescribed onboarding. Implemented revenue driven professional division services. Implementation Department was cash flow positive, responsible for services sold valued at $2.5 million for an average year.

Created a fulfillment team on site at the corporate office. Fulfillment was a variable cost based on the number of orders. The average month was $255,000. Results were an average savings of 68% a month in shipping out new sales.

Led the development of the Implementation Services department; built the team and authored all SOPs, objectives, and policies. Achieved a 31-day or less average onboarding time.

Team sales goals for both equipment and services have been achieved and passed for the last three years.

Carte Blanche Consulting & Training, Inc., Roseville, CA 2011 – 2013

MANAGEMENT CONSULTANT

Identified, procured, and supported client’s goals and objectives across the United States. Developed strategic plans to improve performance, organizational and operational success through the analysis of existing procedural problems. Supported client leadership teams through all phases of projects and changes. Shared expertise and executed strategic plans to support training, marketing and PR, sales success, creating policies and procedures; increased profitability, and provided specific support and assistance to franchised hotels and restaurants.

Buca di Beppo, Roseville, CA 2009 – 2011

SALES MANAGER

Introduced sales solutions, strategies, and best practices designed to enhance profits, client acquisition, and overall sales success. Researched competition and industry leading techniques to grow and improve business development, marketing, and public relations. Developed strategies and set goals to manage, develop, and procure clients. Provided budget and financial administration. Managed teams of direct reports; facilitated training for Sales Managers and General Managers on Delphi and all new systems.

Spearheaded the development of Delphi to work for Sales Managers throughout the company

Applebee’s, Southern CA 2002 – 2009

AREA SALES AND MARKETING TRAINER

EDUCATION

Coursework in Public Relations and Pre-Law William Woods University Fulton, MO

CORE COMPETENCIES

Strategic Planning - Communications - Continuous Improvement - Employee Engagement - SaaS

Vendor Management - Project/Program Management - Mentoring - Issue Escalation & Resolution

Voice of the Customer (VOC) - Training & Development - Client Relationship Management (CRM)

Technology System Integration - Revenue Capture - Profit Optimization - Regulatory Compliance

Financial Reporting - KPIs - Workforce Management - Customer Sentiment

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