Kimberly M.
Operations Management | Process Improvement | Revenue Generation | Client Retention | Business Development
- Role
- Principal Engagement Manager Principal Client Services Executive Sr Client Services Executive at ServiceNow
- Location
- Colorado Springs, CO, US
- LinkedIn followers
- 500 followers
About Kimberly M.
I am a resourceful and multi-faceted professional with a seasoned client services…
Experience
Principal Engagement Manager Principal Client Services Executive Sr Client Services Executive
Dec 2013 — Present · Colorado Springs, CO, US
ServiceNow develops a cloud computing platform to help companies manage digital workflows for Enterprise operations.⌨ Learn more about our services at: As Principal Engagement Manager, I am accountable for leading matrixed teams of sales, customer service, and project management staff to drive on-time and under budget delivery of client engagements. I oversee the estimation process, negotiate contract terms, and develop strategic reports for the leadership team.To carry out my mandate, I manage key accounts to identify and resolve customer pain points, deliver value-added automation solutions, generate cross-selling/up-selling opportunities, enhance product utilization/adoption, and ensure value realization of clients’ investments in ServiceNow products. Among my accomplishments, I have: Consistently met or exceeded established KPI goals every quarter (including revenue, renewals, and client retention). Received the 2016 ‘Services Sales Excellence Winner’s Circle’ Award for ranking within the Top 10 in revenue. Cultivated trusted-advisor relationships with clients; ensured they are fully trained, supported, and optimally positioned to monetize their investments in ServiceNow products. Implemented on-site client workshops to architect improvement recommendations, conduct gap analysis, and develop custom project plans; drove a 20% increase in professional services revenue. Developed a portfolio of high-profile, Fortune 500 clients across all verticals. Routinely turned around troubled, challenging, or escalated accounts to retain $6MM+ in annual contract renewals. Developed self-service product and implementation manuals for ServiceNow customers to reduce the burden on internal teams. Leveraged a consultative, solution-based, and value-added approach to transform customer pain points into strategic sales opportunities. Successfully up-sold and increased the professional services revenue pipeline over tenure.
Education
Webster University|Keller Graduate School of Management
Master of Business Administration - MBA
Western Illinois University
Bachelor of Science - BS
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