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QUALIFICATIONS PROFILE
Growth-focused and accomplished executive with extensive experience in customer success management,
sales cloud operations, customer lifecycle management, business consulting, and systems
implementation. Results-oriented leader with proven track record of building, guiding, and leading high-caliber
teams to drive results beyond goals and expectations. Known for analytical problem solving and critical thinking
aptitudes; along with the ability to maintain a calm demeanor, formulate workable action plans to achieve corporate
vision, and develop strategic solutions to complex situations. Equipped with articulate communication, negotiation,
and interpersonal skills in building positive and long-term business relationships with customers and professionals of
all levels. Proficient with Microsoft Office Suite and Salesforce.com.
AREAS OF EXPERTISE
Data Analytics
Customer Success Management
Cloud Sales & Account Management
Revenue Generation Strategies
Process Optimization Strategies
PROFESSIONAL EXPERIENCE
MCGRAW-HILL EDUCATION MONTEREY, CA (20042014)
Senior Director, Sales Operations and Proposal Center
20062014
Responsible for overall customer satisfaction management of strategic accounts including additional adoption of
traditional and cloud based products.
Took full charge in building and leading 7-member Inside Sales team responsible for overall customer
satisfaction management of small and medium customer accounts.
Provided strategic leadership to 11 members in driving top-line revenue by formulating winning business
development proposals, as well as by identifying customer segments for revenue growth and retention.
Interfaced with sales and customer services, thus gaining 47% increase in web lead conversion.
Established strategic partnerships with vendors for customer relationship management, data analytics, and
productivity and inside sales capacity, thereby ensuring system-wide customer data repository and sales
improvement.
Systematically headed the development and implementation of critical sales process and metrics, which included
short- and long-term sales forecasting, pipeline management, customer satisfaction, sales and finance
collaboration, and inside sales and customer service collaboration.
Career Highlights
Drove efforts in achieving top-line sales and revenue targets high-stakes cloud-based as well as paper/pencil
student assessments by establishing and managing sales metrics and processes.
Directly oversaw cross-functional team to the largest industry win of global account, consequently increasing
product line growth by 28% over prior year as well as instigating more than 25 new global markets.
Director, Customer Relationship Management
20042006
Directed and managed the development and implementation of company-wide cloud-based CRM system
including customer life cycle mapping, measurement and management.
Conceptualized and executed CRM system across multiple functional teams, while led to real-time pipeline
management and strengthened cross-functional collaboration.
Fostered and cultivated harmonious relationship with clients, which enabled more efficient and effective
business operations.
Career Highlights
Leveraged technical capabilities in instituting companywide CRM growth strategy and salesforce.com, thus
improving company workforce by 60% across multiple departments.
If I didnt say it enough at CTB, I will say it now, it was really great having you as my manager. You gave me that push,
I learned from you and you empowered me in my position. Unfortunately, Im not getting that where Im at now so I
definitely miss your leadership. So, thank, you!
~ Karla P., Sr. Data Analyst McGraw-Hill
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DOUGLAS RUTHERFORD
Boul der , Col orado 80304 303.968.6547 druther fo rd07@gmai l .com
Significantly enhanced customer satisfaction scores, renewal rates, quota achievement, and internal customer
awareness by formulating and implementing lifecycle mapping and customer satisfaction processes, metrics
and reporting.
Spearheaded initiatives for collaborative team selling to substantially improve quota achievement to 100%
and management visibility.
EARLIER CAREER
GATEWAY COMPUTERS, INC. POWAY, CA (20022004)
Manager, Customer Experience
20032004
20022003
19982002
19931996
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