Support Representative Service

Mr. Whitney H. (Whit) Cotney

********@*****.***/919-***-****

SUMMARY

Customer Success Professional with proven experience with inside sales, marketing, and product support. Exceptionally skilled in developing and establishing client loyalty with lasting relationships Serve as a subject knowledge expert for problem determination and problem resolution as a single point of contact for clients.

EDUCATION

Bachelor’s Degree- Bachelors of Arts

The University of North Carolina at Chapel Hill - Chapel Hill, NC

PROFICIENCIES

Microsoft Office Suite (WORD, EXCEL, POWERPOINT, SHAREPOINT), Salesforce, Oracle, Siebel, Tableau

PROFESSIONAL EXPERIENCE

N-Able Technologies International, Inc. 2014 to 2022

Partner Success Manager

Founding member of N-Able's first ever Customer Success Organization and assumed responsibility for managing multiple projects globally developing KPIs, Processes, and guiding philosophy.

Acted as the primary relationship holder, trusted advisor, advocate, and voice of the Partner.

Assisted the Partner in the adoption and onboarding of new solutions and established best practices to ensure value.

Regularly delivered presentations related to N-Able product offerings, relevant industry trends, corporate updates, and detailed account/business/security reviews.

Proactively, partnering with the Sales team, identified opportunities to increase customer value.

Developed Success Plans, with measurable KPI’s, to ensure maximum efficiency and value from their relationship.

Channel Sales Executi

Experienced team member tasked with generation of new and recurring business

Demonstrated an advanced ability for leveraging existing Channel relationships for multi-product sales, attaching other SolarWinds MSP products to current RMM customers

Conducted regularly scheduled customer business training workshops via webinar on business methodology including New Partner Onboarding and Revenue Strategy.

Acted as a single point of contact for Partners for the quick and timely resolution of all issues.

2019 Sales Club Winner for attaining the highest quota in the company worldwide.

Customer Retention and Renewal Executive

Served as a single point of contact as a Product and Renewal Specialist for End User Clients.

Generated price quotations for annual renewals and product information for successful upselling while renewing, increasing ASP year to year.

Innovated new programs to incentivize clients to renew and, in some instances, renew early.

NetApp Inc. RTP, NC 2012 to 2014

Sales Development Representative

Integral team member responsible for generation of new business and new pipeline

Developed and implemented a personal method for successful cold calling to generate new business.

Adopted and aggressively used provided marketing tools to generate attendees for Webinars and Geo-specific marketing events.

Exceeded company- required telephone metrics to generate over 1 million dollars in pipeline.

ITXChange Morrisville, NC 2008 to 2012

Inside Sales Support Representative

Managed multiple accounts in support of inside sales representatives

Proactively managed customer's sales cycle from quotation, order entry into Oracle and post-sales support.

Managed customer’s order tracking, RMA’s and assisted with invoice reconciliation.

Provided order entry, order processing and account management/customer service experience.

Worked in tandem with multiple sales and support groups as a trusted advisor for both internal and external customers.

Lenovo Inc. Morrisville, NC 2007 to 2008

Inside Sales Representative

Integral member of an internal sales team, partnered with an outside sales representative, marketing Lenovo IT Hardware

Successfully sold entire Lenovo technology portfolio, product options, and services to SMB Clients.

Communicated product information and was a sought after point of contact for special bids and configurations

Assisted in development of product transition guide material to assist customers in product planning and procurement.

Cisco Systems, Inc. RTP, NC 2005 to 2007

Regional Support Representative

Served as an internal point of contact for field support representatives requiring procurement assistance

Through self-study, became a knowledge source in the support of inside sales support staff, Enterprise account managers, Channel Partners, and Enterprise Clients.

Assisted in the calculation and creation of Special Bid Pricing and of Customer Trade In Program.

A trusted conduit for new product information, complex network configurations and suggested product selection for the customer.

IBM Inc. RTP, NC 2001 to 2005

Customer Fulfillment Administrator

Registration and entitlement of Enterprise customer support contracts

Developed business relationships as part of contract administration support for external and internal IBM customers

Initiated auditing of submitted service contracts to ensure full compliance of required information.

Customer Service Representative, Customer Support Online

Managed inbound customer inquiries concerning maintenance contract terms and conditions

Ensured all inquiries were handled in a timely manner and to the satisfaction of the customer.

Additional Employment History

IBM Global Services

Database Administrator DAG Consulting

•Created and maintained databases and functional charts summarizing quarterly and annual sales of manufactured products.

•Audited submitted SOWs for required information before submission

SciQuest.com, Morrisville, NC

Customer Care Representative

•Provided product order management by pricing, availability, tracking of orders through order management process

•Corrected invoicing discrepancies before final billing occurred.

MicroAge Integration, Raleigh, NC

Inside Sales/Logistics Coordinator

•Supported Branch sales team by obtaining pre- and post-sales and marketing information

•Provided client with real time pricing/availability, order management, and coordination of deliveries

Procurement Specialist

•While on site at client location, served as a member of PC Order Desk and provided electronic and phone support for client’s employees in regards to their orders placed, shipping, tracking and delivery

•Input of customer’s PRs and ensured accuracy of pricing, availability and authorization to proceed with request.

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