Robert K. Timlin

Background

About Robert K. Timlin

I am a Senior Customer Success Executive and Operational Leader with 20 years of combined sales, service, and support experience. I demonstrate success in implementing management structure, operational processes, and KPI metrics to elevate organizational performance. I stood up and trained an entire 40-member team to take over all US and Canada location service/support roles, performing customer service, operations, and white-glove outreach. I am adept at leading team members as a player-coach and managing large client loads while offering high-touch service. I managed $30M in annual sales by growing the team to 40 members comprised of 25+ in inside sales, 7 in outbound sales, and 8 in tech support. I have a proven record of expanding existing client relationships/accounts while cultivating new business through consultative outbound/inbound sales efforts. I increased sales from $200K per month to a peak of $750K by implementing outbound dial minimums and lead activity metrics. I develop business strategies to serve both external and internal clients as a collaborative and creative problem solver. I acted as the company’s Voice of Customer steward by leveraging CRM data and analytics to advise stakeholders and highlight opportunities. I also implemented customer complaint tracking and resolution before conducting a post-mortem analysis. Lastly, I have a reputation as a people-centric leader who leaves every department/role better in terms of culture, people, and results. Core Competencies: Process/Productivity Optimization Goal Oriented/Results Oriented KPIs and ROIs B2B/B2C Coaching & Mentoring Training & Development Customer-Centric CRM/Customer Success Organizational Leadership Culture Champion