ConvergeOne | Minneapolis, MN
Customer Experience Systems Engineer | 2016 – Present
In this consulting role, I serve as the technology & strategy expert for customer experience technologies. After detailed discovery into the customer’s current state, I release a recommendation including a digital transformation strategy, customer journey map & technology roadmap. I work with stakeholders and project sponsors to ensure financial investments deliver a return on investment in revenue, efficiency and productivity. Typical projects that I see from start to finish can span from reconstructing the entire customer journey & engagement process to enhancing an existing environment by adding omnichannel or reporting. ConvergeOne Systems Engineers are considered thought leaders in customer experience technology road mapping, strategy, migration planning and implementation. Each project is scoped to leverage technology from top manufacturers with ConvergeOne’s Professional & Managed services as the solution differentiator.
Technical Sales Enablement |2013 – 2016
Keeping a close watch on emerging industry trends and market data, I served as an adviser for the go-to-market strategy to deliver cutting edge customer experience and contact center technologies to our customers and end users. Within this role, I displayed great ability to position and communicate to all stakeholders in a client relationship including technical resources and key decision makers. Equally as important, I managed the crucial cross‐functional relationships between sales, engineering and other sponsors for unified account support and alignment of technical priorities.
Marketing Associate – Technical Solutions | 2012 – 2013
The key responsibility of this role was to shape the overall digital marketing strategy for customer experience & contact center initiatives moving forward. Two crucial components of the strategy were building value around our solutions and delivering compelling stories of how our solutions were transforming businesses. Within this role I established messaging and positioning for ConvergeOne via traditional & digital marking initiatives.
Bobcat Company | Fargo, ND
Customer Engagement Marketing Cooperative | 2011 – 2012
This dynamic role was created to enable the connection between technology, marketing and end user engagement. By implementing a digital customer engagement initiative, I empowered continuous improvement and competitive strategy adjustments using Voice of the Customer data. These transformations were justified by conducting competitor, brand and product analysis and then using that data to align Bobcat’s digital presence with growth goals.
Atlas Business Solutions | Fargo, ND
New Technologies Marketing & Sales Intern | 2011
Working alongside the Vice President of Sales & Marketing, I conducted analysis of the current market conditions to develop actionable insights. This role was focused strongly around listening to business needs and making improvements on the go-to-market strategy.
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Additional Experience Includes:
West Acres Development | Fargo, ND
Customer Experience Associate | 2009 – 2012
Radio Fargo/ Moorhead | Fargo, ND
Contact Center Account Specialist | 2010 – 2011
Integreon Managed Solutions | Fargo, ND
Analyst Intern | 2009
NDSU Foundation and Alumni Association | Fargo, ND
Call Center Associate | 2008
City of Hastings | Hastings, MN
Operations Associate & Instructor | 2008
South Washington County Community Education | Cottage Grove, MN
Operations Associate & Class Instructor | 2005 – 2007