Robert Lamb
- Role
- Sr Customer Engagement Manager at CDW
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Robert Lamb
Robert Lamb is a highly experienced customer experience consultant and contact center…
Experience
Sr Customer Engagement Manager
Aug 2018 — Present
As a Customer Engagement Manager (CEM), Robert is a business, sales, and solutions thought leader at CDW. He provides leadership and support for Solution Architects, Sales and Services Teams. He is accountable for client relationship management, effective and efficient day-to-day Services operations, and for driving alignment with the Sales team. In first year, revenue was increased 50%, profitability was increased 41% and resource utilization was increased 28%. Responsibilities include- Establish and cultivate a solid working relationship with clients – building relationships with clients from IT engineering staff up to “C” level executives. Lead, collaborate and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales / client strategies with “C” suite level leadership- Lead and manage designated Enterprise Architect team- Provide leadership and support for Sales, Solution Architects and Services Teams- Build and maintain strong relationships with key partner representatives to ensure CDW is top of mind. Expand these relationships to CDW account managers, regional managers, architects, and consultants.
Education
University of Wisconsin-Milwaukee
Telecommunications Management
1994 — 1996
Skills
- Solution Selling
- Cisco Call Manager
- Mobility Strategy
- Ip
- Call Center
- Ivr
- Saas
- Genesys
- Business Development
- Service Delivery
- Wireless
- Strategy
- Acd
- Leadership
- Call Centers
- Professional Services
- Speech Recognition
- Contact Centers
- Integration
- Voip
- Social Media Integration
- Unified Communications
- Call Routing
- Contact Center Design
- Business Strategy
- Managed Services
- Mobile Applications
- Avaya
- Social Media Consulting
- Telephony
- Pre-Sales
- Cti
- Customer Contact
- Social Media
- Itil
- Cisco Contact Center
- Cisco Technologies
- Sales Operations
- Workforce Management
- Outsourcing
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