I am an experienced Senior-level Administrator, Enterprise Software Account Manager, Customer Support Liaison, Manager and Trainer who is dedicated to results-based performance. I am a motivator and a leader who thrives on helping others achieve success. I have a keen business acumen and proven technical aptitude that allows me to easily analyze and convey complex concepts, being
I am an experienced Senior-level Administrator, Enterprise Software Account Manager, Customer Support Liaison, Manager and Trainer who is dedicated to results-based performance. I am a motivator and a leader who thrives on helping others achieve success. I have a keen business acumen and proven technical aptitude that allows me to easily analyze and convey complex concepts, being a liaison between business and IT teams. I have consistently achieved performance quotas and increased client retention rates while decreasing customer complaints. I have made the "hard" decisions as a senior-level manager and also enjoyed seeing team members excel and promote into new opportunities. I am a proven presenter and trainer; coordinating, developing and delivering presentations and training to C-level, mid-management and all levels of customers and personnel.
Customer Advocate @ At 360 Cloud Solutions we are the people-to-systems integrators! As a Customer Advocate, I am focused on resolving administrative customer issues, driving awareness of our business solutions and integration services, and continually communicating with the goal of positively enhancing the experience of our 360 Cloud Solutions customers.
360 Cloud Solutions transforms the way organizations do business by aligning people-to-systems. With a focus like ours and a proven approach, businesses transition or integrate cloud-based application platforms for unmatched productivity. From December 2014 to Present (1 year 1 month) Implementation Specialist @ Responsible for managing the software implementation for the leading web-based EMR solution by planning, scheduling and following up on each step of the implementation process with timely interaction with members and software integration partners via telephone and email communication, demonstrating analytic skills and independent problem solving aptitude and requiring an ability to work under pressure and; being highly organized and detail oriented; proficient with Microsoft Office applications, Google+ and Salesforce. From September 2013 to December 2014 (1 year 4 months) Member Success Representative @ Responsible for account management for the member throughout the customer lifecycle for the leading web-based EMR solution by responding to a variety of technical and non-technical inquiries with a sense of urgency and accuracy, constructively addressing customer escalations and proactively identifying potential challenges or pitfalls and devising solutions to ensure continued satisfaction of the member; requiring collaboration with Member Support to create solutions for systems-wide issues; Identify opportunities for additional feature adoption and coordinate efforts of Member Value team. From September 2012 to October 2013 (1 year 2 months) Technical Account Manager / Sales Account Manager @ Established, maintained and supported positive, professional relationships with large US and Worldwide corporations and governmental organizations resulting in minimum 10% increase in customer maintenance renewals and $500K in add-on sale opportunities. Responsible for effective escalation management of complex software incidents requiring communication with various levels within the customer organization and Quest sales, product management, engineering and executive management teams. Managed license swap programs for end-of-life products which included customer data gathering, quote preparation and negotiation and follow-up on key items such as special contract language requests and license key merge situations.
Sold enterprise software -- Microsoft Active Directory and System Center solutions to large, US and worldwide corporations and governmental organizations, consistently meeting quota for new sales revenue; generated 309% growth of recurring revenue and 100% client contract renewals. From November 2006 to July 2012 (5 years 9 months) Phoenix, Arizona AreaRegional Administrator for Child Support Recovery/Program Coordinator @ Managed 7 regional child support recovery offices with 129 employees, 13 direct reports responsible for 52K cases and recovering $92 million in child support collections; managed $4.5 million budget (not including salaries/benefits). Handled escalated calls from customers preventing further escalation to the Governor’s office reducing calls reported by 36% monthly. Oversaw the development and implementation of performance-based management processes and staff development resulting in:
- 4.39% increase in regional collections, exceeding the state fiscal 2006 goal of 2%.
- Exceeding a regional paternity establishment goal by 23%; 16% above three other regions in the state. From October 2003 to November 2006 (3 years 2 months) Sales Account Manager @ Successful in sale of enterprise software solutions for Microsoft and Novell environments; $750K - $1.2 M quotas; generated 309%growth of recurring revenue opportunities and achieved 100% client contract renewals. From February 2000 to September 2003 (3 years 8 months) Senior Consultant and Training Coordinator @ Consulted and installed premier accounting and medical billing software—Great Plains Dynamics and SAGE MAS90 software, supporting Crystal Reports and Medical Manager Billing software. Handled software implementation and first level troubleshooting calls. From 1998 to 2000 (2 years)
Bachelor of Science (B.S.), Public Service and Administration @ Iowa State University Sonya Dutcher is skilled in: Sales Account Management, Strategic and Value Selling, Goal-based Performance Results, Personnel Supervision and Management, Strategic Planning, Leadership and Collaborative Teaming, Project Coordination, Executive Presentations and Contract Negotiations, Relationship Builder, Client Retention, Customer Experience Management, High Technical Aptitude, Problem Solving, Microsoft Office Suite, Software Training Coordination, Development and Delivery
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