Kiley Fletcher
Phoenix
Summary
Experienced with client relationship management, ensuring high levels of satisfaction and retention. Utilizes strategic planning to drive business growth and meet client needs. Track record of effective team collaboration and achieving targeted outcomes.
Overview
13
13
years of professional experience
Work History
Senior Account Executive
Systems & Software
10.2023 - Current
- Negotiated upgrade contracts that maximized profit margins while maintaining competitive pricing for clients.
- Maintained comprehensive knowledge of market trends, industry news,ensuring informed decision-making and strategic planning.
- Built strong relationships with clients by thoroughly understanding their business objectives and pain points.
- Prepared and delivered quotes to customers based on enhancement requests.
- Actively participated in industry events as a representative of the company, expanding professional network connections for potential leads generation.
- Streamlined internal processes to increase efficiency within the sales department, leading to quicker response times for client inquiries.
- Resolved escalated customer issues professionally, maintaining client trust while protecting company interests.
Manager, Enterprise Solutions
E Source (formerly AAC Utility Partners)
06.2019 - 10.2023
- Assisted various utility clients with strategy consulting, needs assessment, and software/system integrator assessment and selection for various applications including Customer Information System (CIS), Meter Data Management (MDM), Field Mobile Work Management (FMWM) and Work and Asset Management (WAM)
- Management responsibilities include the overall management of the Assessment & Selection consultants to ensure projects are moving forward, milestones are being met and invoiced as forecasted
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Facilitated effective communication among utility team members to understand business process and aging technology challenges and how to effectively evaluate vendor responses to help solve those challenges.
- Participated in industry conferences, workshops, or seminars for professional development opportunities that enhanced expertise as an Assessment and Selection Consultant
Manager, Support Services
Systems & Software
10.2011 - 06.2019
- Management responsibilities included focus on the overall value of customer relationships, including reference –ability and identifying improvements of both business and customer needs.
- Lead operational performance improvements to reduce customer ticket volume through managing productivity and expanding product knowledge where needed.
- Enhanced customer satisfaction by resolving escalations promptly, maintaining open lines of communication, and ensuring high-quality service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong department culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Led cross-functional teams to achieve ticket reduction goals, fostering collaboration and innovation.
- Prior to my position as Manager, Support Services which I took on in 2017, I had various roles at Systems & Software in both Professional Services and Support which included Implementation Consultant and Client Support Analyst respectively
- Upgrade Implementation
- New Features Training/Implementation
- Client relations and Problem Solving, Product Testing
- Product Support
- Weekly status calls with customer to discuss open Support Tickets
Education
High school -
RIce Memorial High School
05-1996
Skills
- Proficient in Microsoft Office Tools
- Business Process Improvement
- Effective Communication
- Collaborative Relationship Development
- Effective Problem Resolution
- Contract Management
- SQL Developer
- Team collaboration
- Creative thinking
- Consultative sales
Prior Experience
Commercial Insurance Industry, 10+ years, Vermont, California, Arizona
Timeline
Senior Account Executive
Systems & Software
10.2023 - Current
Manager, Enterprise Solutions
E Source (formerly AAC Utility Partners)
06.2019 - 10.2023
Manager, Support Services
Systems & Software
10.2011 - 06.2019
High school -
RIce Memorial High School
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