University of Oregon

Northwest Christian University

Customer Success Manager

o   Provide support to customer with disputes or inquiries concerning invoicing or billing process.  
o	Assist planners to make sure inventory levels are accurate in the Global Shop CRM. 
o	Oversee the preparation of statement and bills.
o	Maintain and ensure maintenance of client records related to invoicing and bill payment.

Ideal Steel

Production Planner/Billing 

o  Serve as primary contact for our PubSec Clients, Field Sales, and all internal teams for Enterprise Agreement activities.
o  Engage with our OEM partners to achieve expertise around assigned OEM's products, people, and processes.
o  Lead quarterly success reviews and deliver consumption reporting to offer customer insights into their current business outcomes and ROI.
o  Manage all aspects of client requests in order to drive consumption with full engagement with WWT delivery departments.
o Partnering with all areas of WWT to ensure our customers are exposed to services and value throughout the term or lifecycle.

World Wide Technology

Senior Customer Success Manager - PubSec

o 	Managed a portfolio of client accounts to foster long-term business relationships to derive maximum value from customer investment in The Pipeline Group, map short- & long-term value, and drive renewals. 
o	Acted as a customer advocate, driving cross-functional teams across Development, Professional Services, Customer Support and Sales. 
o	Continuously improved methodologies, deliverables, and process to create an unparalleled Customer Experience.

The Pipeline Group

o 	Influenced expansion opportunities to existing enterprise customers resulting in a 12% increase in migrating to new products.
o	Increased customer retention 10% by conducting regular check-in calls for tactical items, performing QBR’s and routine health checks for strategic reviews.
o	Collaborated cross-functionally across Development, Product Management, DevOps, Sales and Support.
o	Worked closely with existing enterprise clients in driving cross-sell, up-sell opportunities & renewals.

CentralSquare Technologies

Customer Success Manager - PubSec

o	Spent time visiting suppliers, meeting with mid to enterprise sized clients, and overseeing logistics arrangements.
o	Provided expert advice to clients, as well as implemented hedging strategies.
o	Constantly surveyed the market for trends, conducted market research, and kept up to date with the latest industry news.
o	Analyzed spend in each indirect spend category to determine opportunities.
o	Negotiated price on commodities assuring at lease a 10% gross profit margin.

Commodities Trader

o    Liaison between customers, manufacturing & sales operations.
o    Utilized appropriate internal systems (MAX) to organize customer information.
o    Performed routine customer account administration through the business unit Material Requirements Planning system (SAP or other) including order entry, order tracking, report generation and problem resolution.
o    Generated required departmental reports and assisted in tracking department performance against Key Performance Indicators.

Meggitt

Lead Customer Service Representative

o	Managed 200+ State, Local and Education enterprise accounts totaling more than $2 million throughout 5 states while increasing year over year growth.
o	Built and maintained relationship forecasting bookings between partner accounts and Demand Planning resulting in consistent growth of 1% per quarter.  
o	Developed relationships with IT and executive staff at leading universities and government entities resulting in valuable introductions with key decision makers while also networking with invaluable contacts.  
o	Lead team quarter over quarter in booked revenue, while increasing pipeline for current and future quarters leading to higher quota attainment and sales awards for the team.

Symantec

Enterprise Account Manager - PubSec

o	Worked more than 300 enterprise accounts over 4 years totaling $4.8+ million in closed business. 
o	Developed and refined relationships with more than 90 partners throughout the United States and Canada focused on increasing Symantec’s market share by 10% or more.  
o	Collaborated with inside partner account managers and field representatives on software purchases, meeting and/or exceeding customer budget by 10-15%.  
o	Conducted classes to teach procedures to team on salesmanship techniques, account planning and relationship building facilitating growth and enhancing collaboration.
o	Earned Representative of the Quarter 4 separate quarters by exceeding quarterly quota.

Kevin W. Harbison, MBA