Mary Holmes

About Mary Holmes

Results-driven Solutions Specialist with a proven track record of optimizing post-sale services and enhancing customer experiences. Bringing an impressive blend of project management expertise, technical acumen, and customer-centric solutions to drive success. Skilled in representing service offerings during sales processes, collaborating cross-functionally, and creating compelling collateral to support new package rollouts. Adept at crafting detailed Statements of Work (SOWs) and ensuring seamless transitions between sales, professional services, and customer success teams.

Experience

1. Senior Customer Solutions Specialist

   SOCi.ai

   Jan 2025 — Present

   Strategically owned and evolved the creation, governance, and optimization of all company-wide Statement of Work (SOW) documentation, supporting pre-sales, implementation, and ongoing service engagements across a rapidly growing enterprise SaaS organization-Led cross-functional initiatives between Strategic Customer Solutions, Sales, Product, and Services teams to define scalable implementation frameworks and continuously improve service package clarity and delivery-Led technical integration efforts (APIs, webhooks, CRM syncs) and collaborated with internal and external stakeholders to translate business requirements into scalable system workflows-Partnered directly with Sales leadership as a trusted advisor in client conversations to translate business needs into actionable, clearly scoped solutions, enhancing close rates and accelerating deal velocity-Developed and delivered tailored, enterprise-ready SOWs for complex and non-standard contracts, ensuring alignment between client expectations and SOCi’s technical and service capabilities-Played a key role in productization of services, helping shape the go-to-market strategy for new offerings by formalizing scope, deliverables, and value articulation for custom and standard service packages-Regularly trained and enabled internal stakeholders on SOW best practices, service positioning, and implementation methodology to drive alignment across Sales, Success, and Implementation teams-Continuously iterated and managed SOW language and frameworks in response to product innovation, legal compliance, operational changes, and customer feedback-Recognized as the subject matter expert on implementation and services documentation, ensuring clear, accurate, and strategic language across all customer-facing deliverables

Education

• North Carolina State University

  Bachelor of Science (BS), Environmental Technology and Management

  2011 — 2015