Glenda Kiddoo
Chapel Hill
Summary
With a proven track record, I excel in driving customer success, achieving over 100% revenue and retention across diverse sectors. Versed in transitioning clients to cloud solutions, I blend customer relationship management with strategic revenue growth. My collaborative approach and achievement-oriented perspective ensure client loyalty and business objectives align, fostering substantial growth opportunities.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Avaya, LLC
04.2021 - Current
- Manage a subset of Top 200 accounts in Healthcare, Public Utilities, Higher Education, and Fed/SLED verticals achieving 100% or better of revenue and retention quota every year.
- Serve as primary point of contact and customer advocate across all interactions in their CX journey from contracting to steady-state.
- Guide customers through transition to cloud technology from premise-based solutions with a primary focus on customer's business objectives, KPIs and success criteria.
- Interact and consult across all levels of the client organization to fully understand requirements of each to identify adoption deficiencies or upsell opportunities.
- Collaborate and build solid relationships within my organization to advocate more effectively for my assigned customers.
- Conduct regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Services Success Manager
Avaya, Inc.
03.2019 - 04.2021
- Responsible for ensuring on-time paid Service business continuation for 55 clients while converting them from perpetual to subscription licenses or cloud.
- Handled care and support to assigned clients to include service escalations, contract and entitlement challenges, billing, and provision of direction within Avaya for issue resolution.
- Achieved target revenue of $12M annually.
- Worked collaboratively across all business functions to ensure proposed solutions aligned with client's business objectives and Avaya's financial targets.
Manager, Services Pre-sales and Renewals
Atos, Inc.
07.2017 - 03.2019
Strategic Pursuit Service Architect
Unify, Inc.
10.2014 - 07.2017
Global Service Account Manager
Unify, Inc.
09.2012 - 10.2014
Global Services Product Manager
Siemens Enterprise Communications
01.1999 - 09.2012
Service and Installation Manager
Siemens ICN
03.1993 - 01.1999
National Accounts Project Manager
IBM ROLM
01.1988 - 03.1993
Education
Bachelor of Arts - Journalism And Mass Communication
University of North Carolina At Chapel Hill
Chapel Hill, NCSkills
- Achievement-Oriented Perspective
- Customer relationship building and management
- Collaborative Teamwork
- Client Loyalty Development
- Revenue generation and retention
Certification
- Project Management Professional (PMP) - Project Management Institute, 2001-2020
Timeline
Customer Success Manager
Avaya, LLC
04.2021 - Current
Services Success Manager
Avaya, Inc.
03.2019 - 04.2021
Manager, Services Pre-sales and Renewals
Atos, Inc.
07.2017 - 03.2019
Strategic Pursuit Service Architect
Unify, Inc.
10.2014 - 07.2017
Global Service Account Manager
Unify, Inc.
09.2012 - 10.2014
Global Services Product Manager
Siemens Enterprise Communications
01.1999 - 09.2012
Service and Installation Manager
Siemens ICN
03.1993 - 01.1999
National Accounts Project Manager
IBM ROLM
01.1988 - 03.1993
Bachelor of Arts - Journalism And Mass Communication
University of North Carolina At Chapel Hill
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