Customer Support Service
Resume:
DESHAUN WEBSTER
CUSTOMER SUCCESS SALES ACCOUNT MANAGEMENT
Greater Houston, TX
**************@*****.***
CAREER SUMMARY
An effective Customer Success, Sales Executive and Business Development professional with over 20 years of experience. Adept at guiding sales strategy, evangelizing SaaS solutions, driving adoption and account management. Expertise crosses various industries in Fortune 100/500 companies including Industrial Supply (Grainger), Software SaaS (ADP), Supply Chain/Shipping (UPS). Extremely comfortable working in hi-tech environments with cloud-based systems/applications, supporting implementation, deployment, and adoption of software. Deep sales capability which enables strong account relationship management, value planning, development of action plans and stakeholder management. Tech-savvy and experienced using Microsoft Office (Word, Excel, PowerPoint, Outlook), Microsoft Teams, OKTA, SAP (ERP), and SalesForce (CRM).
EDUCATION
Tulane University (New Orleans, LA)
Bachelor of Arts – Communication
May 2002
EXPERIENCE
Account Manager (Government)
W.W. Grainger October 2017 – Present Houston, TX
A key business development/sales role partnering with key accounts like USPS, Ft. Bend County and Houston Community College to grow business revenue, especially for “KeepStock” a cloud-based inventory (and POS ordering) management technology solution.
Managing a growing territory (valued at $2.5M) of regional government accounts; driving their revenue performance, developing internal/external relationships (especially with C-Suite stakeholders) and maintaining a strategic account plan to maximize sales.
Serving as an SME for “KeepStock” technology to ensure high customer engagement, full adoption of the solution and lay the foundation for continued account growth.
Utilizing a consultative selling framework to drive conversion, identifying, and targeting new migration/implementation opportunities and developing sales roadmaps, proposals and negotiating deals to close new business.
Successfully grew business 15% - 24% over a 3-year period, which was recognized for significant portfolio performance.
Partnering with customers to uncover pain-points, recommend viable solutions, and be a consistent part of their onboarding activities and product demonstrations.
Being the “voice of the customer” to the product development teams, communicating trends from the field, ideas to improve the product and documenting troubleshooting issues for further review.
Account Manager (Manufacturing)
June 2012 – October 2017
Cultivated strategic sales growth for the Manufacturing vertical; focused on maintenance, repair, operating products, and services. Working cross-functionally to lead revenue growth and manage key accounts including Coca-Cola, Pepsi, Nestle Waters, and Akzo Nobel Chemicals.
Responsible for identifying and growing sales opportunities, especially where they intersect with procurement, projects, maintenance operations, leveraged competitive selling opportunities and in turn, forecasted quarterly/annual sale projections.
Grew eCommerce business by 18% (2013) and secured seven (7) new KeepStock accounts; ultimately recognized a 15% overall account growth year-over-year.
Expanded customer relationships by understanding business priorities and connected them to Grainger product solutions, created plans to demonstrate potential results/outcomes and to articulate the case for change.
DESHAUN WEBSTER
CUSTOMER SUCCESS SALES ACCOUNT MANAGEMENT
Greater Houston, TX
**************@*****.***
EXPERIENCE
District Manager, Major Accounts
ADP September 2011 – June 2012 Houston, TX
Oversaw a geography of existing and potential business, closing new sales, migrating new customers to ADP platform, and building product awareness. Working for the global leader in HRIS (SaaS) technology, complete with artificial intelligence (AI), and machine learning-enhanced payroll, tax, HR, and other services used by 80% of Fortune 500 companies.
Utilized sales “hunter” skills to generate new client leads by approaching CEO/CFOs, HR Directors, HR Managers and other decision-makers about ADP HR system solutions, affordability, scalability, and turnkey nature of product modules.
Organized product demonstrations for customers within the territory, while continuously helping develop a roadmap to migration/implementation of ADP products.
Leveraged various data points about customer employee base, HR needs, pain points, compliance issues, and growth forecasts, to improve adoption, pursue renewals and incremental revenue increases.
Identified at-risk accounts and understanding engagement metrics across accounts to proactively create a retention plan of action.
Supported clients through various stages of onboarding, new module implementation and the customer life cycle to improve adoption, reliance on products and identify new opportunities for business.
Account Executive
UPS September 2003 – September 2011 Houston, TX
Developed and executed a variety of (B2B/B2C) sales strategies for UPS to grow its WorldShip Shipping Software (WSS) cloud-based technology to assist customers with efficient export/import shipments, increasing adoption and expansion of WSS and guiding customers through the acquisition process.
Successfully retained and grew a $1.5M territory of customers across industries including Oil & Gas, Manufacturing, Retail, Legal and Business Services to implement WSS solution internally
Delivered high-impact sales presentations to review the product offering, demonstrate the effectiveness and reliability of WSS, cost savings over alternative methods and develop relationships with decision-makers/influencers to close new business.
Actively searched for prospective clients utilizing UPS services, analyzing their shipping trends, preparing bids, and presenting compelling data to clients.
Monitored sales performance through a mix of reporting on pipeline, win/lost deals, conversion rate, lead aging and other internal reporting to drive market strategies and business development.
Researched and monitored account history, account statistics and responding to internal sales leads, qualifying those leads, and working directly with customers to introduce products and services.
Received the UPS “World of Champions Bronze Award” (2008/2009) recognizing Top 20% in Worldwide Sales.
Professional Skills
Technical Skills
Sales/Business Development
Customer Communication & Education
Communication
Relationship Building
Customer Service
Identifying Business Requirements
Customer Support
Customer Relationship Management (CRM)
Salesforce
B2B/B2C Sales
Customer Retention & Growth
Onboarding New Business
Direct Sales
Account Development
Contact this candidate