VIEWS: 248 PAGES: 2 CATEGORY: Resumes POSTED ON: 10/11/2012
Thomas Kingston possesses comprehensive experience in customer / client account management. He focuses on retention, driving revenue growth and customer satisfaction to new heights. Thomas thrives on opportunities to drive client satisfaction and company revenue utilizing proven service and project management skills and marketing strategies in complex, dynamic environments.
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. CORE COMPETENCIES 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 Account Manager 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 satisfaction. 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 solutions. 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. EDUCATION B. A. in History, California State University
"Account Client Partner Manager in Phoenix AZ Resume Thomas Kingston"