THOMAS M. KINGSTON
Res: 602.237.0399 firstname.lastname@example.org
CLIENT MANAGEMENT – DIRECTOR / MANAGER
Expertise in directing client services operations
Comprehensive experience in customer/client account management. Focus on retention, driving revenue
growth and customer satisfaction to new heights. Thrive on opportunities to drive client satisfaction and
company revenue utilizing proven service and project management skills and marketing strategies in
complex, dynamic environments. Collaborative leader highly motivated to achieve aggressive goals and
objectives. Consistently recognized as significant revenue contributor.
Client Relationship Building Partner Relationship Building Operations Management Account
Management, Growth & Retention Strategic Sales Planning Leadership New Business Development
Operational Streamlining Opportunity Identification Consultative Selling Competitive & Market
Analysis Market Penetration Needs Assessment Negotiations Product Launch, Rollout & Marketing
Sales Forecasting Team Leadership & Motivation Training
EXPERIENCE & ACHIEVEMENTS
BAO, AZ JULY 2005 – AUGUST 2012
Provider of 5 distinct performance-based demand generation services that supply visibility and access to
the active sales cycle regarding appointment setting, outbound prospect qualification, inbound lead
qualification, contact validation, and event support.
Senior Account Executive
Responsible for managing the client experience starting right after the contract signature through training
of client staff and internal sales team regarding clients’ offerings. Handle up-sell and cross-sell of services
from initial 3-month pilot programs with clients, as well as work scope changes and conflict resolution.
Ensure success of pilot programs to gain further penetration into accounts and increase revenue.
Collaborate with Sales Managers and clients to define and ensure SLAs are met. Develop and maintain
long-term relationships with clients. Train inside sales teams in all aspects of sales generation, account
management, and customer service.
Cut lost time in operations of billing for qualified billable client meetings from 10% per week to 0.
Achieved $2.4M in sales of additional services in 2008 and recognized as Top Revenue Generator.
Ranked in Top 3 for 2009-2011.
Contributed to account retention rate increase from 25% to 95% with 100% of clients purchasing 2nd
round of services and more than 80% staying with service and utilizing more than 1 service.
Instrumental in significantly boosting sold services to 3 clients:
A pilot for $75,000 and one service rising to $1.2M in TCV and expanding to 3 services.
A pilot staring with one service expanded to four services with revenue of over $700,000.
A pilot starting at $16,000 using one service expanded to two services and TCV of $850,000.
Developed and launched numerous strategies that helped identify less profitable clients and led to
improved decision making and greater profitability.
Thomas M. Kingston Page Two
Suggested realignment of resources and teams in accordance with client objectives that eliminated need
for frequent re-training, as well as reduced staff turnover.
Initiated process that enabled accurate tracking of services leading to reduction in cost overruns.
FIBERLINK COMMUNICATIONS, INC., COSTA MESA, CA 2004 - 2005
Accountable for multiple functions, including assisting Account Executives with introduction of new logos
and corporate branding. Orchestrated IP solution deployment for new and existing clients, as well as
customer Helpdesk and end-user training. Ensured optimal levels of client service, retention, and
Attained 100% account retention during a difficult period for the company as the focus shifted from
primary offering to a SaaS model.
Conducted education and coaching while providing solid support to help client weather changes and
continue to be productive on a global scale.
Largest client at the time was Los Alamos National Lab Department of Energy, and provided solutions
for critical security needs.
WORLDCOM / MCI / COMPUSERVE, SANTA ANA & COSTA MESA, CA 1993 – 2004
Advanced to positions of increased accountabilities based on consistently exceeding goals and
expectations. Retained through several company buyouts and mergers.
Internet Service Specialist/Technical Project Manager 2002 – 2004
Directed management of all IP and remote access implementations for investment clients in Midwest and
Southwest regions. Functioned as sales and technical resource by local sales teams, in addition to acting
as primary liaison between customers and internal operations groups. Provided thorough training to
customers and account teams in product usage and administrative tools used to manage remote access
Global Client Service Manager / Account Manager 1998 – 2002
Maximized sales revenue by building mutually beneficial relationships within established account base, and
through selling company products and services. Closely collaborated with new clients regarding product
implementations, contract negotiations, rollouts, support and product training. Ensured attainment of
specified sales and performance objectives, and customer satisfaction targets.
CompuServe Network Services – attained 100% retention for 3 years and 15% growth each
year achieved by a combination of organic growth by client expansion and needs assessment resulting
in bringing more CNS products into the mix.
Managed a small base of clients with a monthly run rate of over $1M in billing, including Qualcomm
starting with small pilot program and after 1 year of continued nurturing and support eventually was
rewarded with a contract with a total value of $1M per year for 3 years minimum with actual run rate
closer to $1.5M.
Career Note: Prior experience as Project Manager (PMP) from 1993 – 1998 with WORLDCOM, and Sales
Representative for MILLER BREWING COMPANY in Tustin, CA.
B. A. in History, California State University