Copy - Brandon Piquant Career & Experiences

Brandon Piquant

Career Experience/ Journey

Quote

"Don’t just aspire to make a living, aspire to make a difference."- Denzel Washington

Professional Summary

Hello, I am Brandon Piquant. With over a decade of experience in fostering client relationships and delivering tailored solutions, I excel at bridging the gap between technical understanding and business needs. My commitment is to ensure client satisfaction and drive business growth, leveraging my skills to achieve mutual success for clients and organizations alike.

Skills

• Sales
• Presentations
• Client Retention
• Communication
• B2B and B2C
• Problem-Solving
• Cross-Functional Collaboration
• Customer Onboarding and Training

• Customer Success
• Account Management
• Project Management
• Data Analysis
• Finance
• Agile Methodologies
• SaaS
• CRM

Work Experience

Timeline

Bank of America Assitant Branch Manager 06/2017 - 03/2019

Bank of America Personal Banker 04/2014 - 06/2017

Seaside Bank and Trust Account Executive 03/2019 - 08/2021

Timeline

NEC Financial Services Customer Success Manager 01/2023 - Present

Salesmessage ??/???? - ??/????

iThink Financial Sales Account Manager 09/2021 - 01/2023

Complex Customer Situation

The Problem

Investigation

One morning, I got an urgent call from the CFO of Southern Tech Solutions. They told me that several of their customers were having issues applying for financing through the NED Portal. The applications were glitching out, causing delays and frustration. This was a huge problem because it was their busy season, and any delay could mean lost sales and unhappy customers.

Resolution

I jumped into action right away. First, I reassured the CFO that I’d handle the issue personally and make sure it got fixed quickly. I gathered all the details about the errors the customers were seeing and understood the urgency of the situation. Next, I set up a meeting with our IT team, sharing the error codes and user feedback I had collected. At the same time, I reached out to the affected customers to apologize and let them know we were working on it as a top priority.

The IT team discovered that a recent software update had caused compatibility issues with certain browsers, leading to application errors. I worked closely with the IT team to roll back the update and implement a fix. I kept a close eye on the progress, making sure the solution was thoroughly tested before being rolled out. To speed things up for Southern Tech Solutions’ customers, I arranged for the IT team to manually process the pending applications while the system fix was being implemented. I kept the CFO in the loop throughout the process, maintaining clear and honest communication.

Complex Customer Situation

Follow-Up and Prevention

Results

Once the issue was resolved, I didn’t stop there. I organized a follow-up meeting with Southern Tech Solutions to discuss the incident and get their feedback. I presented a detailed report of what had happened, how we fixed it, and the steps we were taking to prevent similar issues in the future. This included more rigorous testing for software updates and a dedicated support line for key accounts. I also suggested enhancements to the NED Portal based on the feedback I received during the crisis. These improvements included better real-time support features and a more user-friendly interface for tracking applications.

Thanks to my quick action and problem-solving skills, we resolved the issue with minimal impact on Southern Tech Solutions’ operations. The CFO appreciated my dedication and transparency throughout the crisis. The proactive measures I implemented helped to rebuild trust and strengthen our relationship with Southern Tech Solutions. As a result of my efforts, not only did we retain the client, but we also improved their satisfaction, as seen in an increase in their CSAT score. Southern Tech Solutions renewed their contract with NEC Financial for an extended period and expanded their use of the NED Portal, contributing to increased expansion revenue.

Process

Monitoring and Reporting

Engagement and Relationship Building

Onboarding

1. Understand Customer Needs:

• Conduct regular meetings to understand the evolving needs and goals of the customer.
• Stay informed about any changes in their business that might impact their use of your product.

2. Proactive Communication:

• Maintain regular communication through emails, calls, and meetings.
• Share relevant updates, tips, and best practices.

3. Personalized Support:

• Provide tailored recommendations and solutions based on the customer’s unique requirements.
• Be responsive and accessible for any support inquiries.

4. Feedback Collection:

• Regularly solicit feedback on the product and customer experience.
• Use surveys, interviews, and informal conversations to gather insights.

1. Welcome Email and Introduction:

• Send a personalized welcome email to the new customer.
• Introduce yourself as their dedicated Customer Success Manager.
• Provide a brief overview of what to expect during the onboarding process.

2. Kickoff Meeting:

• Schedule a kickoff meeting to understand the customer’s goals, expectations, and key stakeholders.
• Set clear objectives and timelines for the onboarding process.

3. Product Training:

• Conduct comprehensive training sessions on the product’s features and functionalities.
• Provide documentation, video tutorials, and user guides.

4. Implementation Support:

• Assist with product setup and integration into the customer’s existing systems.
• Ensure the customer understands how to use the product to meet their specific needs.

5. Regular Check-ins:

• Schedule regular check-ins to address any initial issues or questions.
• Monitor progress and adjust the onboarding plan as needed.

1. Usage Tracking:

• Monitor the customer’s product usage to ensure they are getting the most out of the solution.
• Identify any potential issues or areas for improvement.

2. Performance Metrics:

• Track key performance indicators (KPIs) such as Customer Retention Rate (CRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Analyze metrics to identify trends and areas for improvement.

3. Quarterly Business Reviews (QBRs):

• Conduct QBRs to review performance, discuss goals, and plan for the future.
• Present data-driven insights and actionable recommendations.

Process

Renewal and Advocacy

Issue Resolution

Value Addition

1. Product Updates and Enhancements:

• Keep the customer informed about new product features and updates.
• Demonstrate how these enhancements can benefit their specific use case.

2.Expansion Opportunities:

• Identify opportunities for up-selling or cross-selling additional products or services.
• Present these opportunities as solutions to the customer’s evolving needs.

3. Best Practices and Training:

• Share industry best practices and advanced usage tips.
• Offer additional training sessions to help the customer maximize product value.

1. Renewal Preparation:

• Begin renewal discussions well before the contract expiration.
• Review the customer’s achievements and the value derived from the product.

2. Customer Advocacy:

• Encourage satisfied customers to become advocates by providing testimonials, case studies, or referrals.
• Facilitate opportunities for them to share their success stories, such as webinars or conferences.

3. Continuous Improvement:

• Continuously seek ways to improve the customer’s experience.
• Stay committed to their success and build a long-term partnership.

1. Identify Issues:

• Promptly identify and acknowledge any issues or challenges the customer faces.
• Use monitoring tools and customer feedback to detect problems early.

2. Action Plan:

• Develop a clear action plan to address and resolve the issues.
• Communicate the plan to the customer and keep them informed throughout the process.

3. Follow-Up:

• Ensure the issue is resolved to the customer’s satisfaction.
• Follow up to confirm that the solution is effective and the customer is happy.

Thank You!

Why Salesmsg?

• Product - Salesmessage's secure business texting and calling platform is a gamechanger. It allows business to reach their consumers much more effectively than traditional methods.

• Growth Opportunities - Being a part of a start-up is amazing because it gives each employee a sense of ownership while the company is in it's infancy. You can see the impact of your contributions to your customers and organization
• Values - We figure it out| Seek Continuous Improvement| Keep it Real & Conversational| People First Mindset| Be Flexible
• Testimonials - Salesmessage is trusted by some of the best companies in the world. Clearly delivering on its value through all of the positive feedback from executives.
• Benefits - Team Trips, Books/courses monthly allowance, wellness perks, health/dental/vision, Remote Work

Customer Success Manager

• Increased customer retention by 25% within one year through proactive engagement, personalized support, and tailored solutions that addressed specific client needs.
• Successfully onboarded over 50 new clients, ensuring a seamless transition and full adoption of company products and services by conducting comprehensive training sessions and providing ongoing support.
• Crafted and delivered compelling client demos, presentations, quotes/proposals, and Quarterly Business Reviews (QBRs), effectively showcasing product value propositions and tailored solutions to address client needs with precision.
• Established meaningful connections with C-Level and VP-Level Executives, fostering rapport and cultivating strong relationships to comprehensively understand their business objectives and align offerings accordingly.

Sales Account Manager

• Recognized as the top performer in cross-selling complementary products, leading to a 30% increase in average deal size.
• Maintained a 95% client retention rate by fostering strong relationships and addressing client concerns proactively.
• Achieved consistent year-over-year revenue growth of 25% through effective account management and strategic upselling.
• Collaborated with the sales team to secure a multi-million-dollar contract with a major client.

Personal Banker

• Referred and originated loan applications, contributing to a 15% growth in the branch's credit portfolio.
• Promoted digital banking tools, increasing online and mobile banking usage by 20%.
• Conducted comprehensive financial needs assessments, identifying optimal banking products and investment opportunities.
• Represented the bank at local community events, enhancing brand visibility and community trust.
• Received consistent positive feedback from clients, achieving a 98% customer satisfaction rate.

Assistant Branch Manager

• Led and motivated a team of 10+ bank associates, improving morale and productivity.
• Ensured branch operations adhered to all regulatory guidelines, leading to zero compliance violations.
• Conducted regular staff training on compliance procedures, enhancing overall awareness and minimizing risks.
• Streamlined account opening and loan application processes, reducing processing times by 30%.
• Generated comprehensive monthly performance reports, providing insights for strategic decision-making.

Account Executive

• Surpassed quarterly sales targets by an average of 20%, driving revenue growth and delivering results.
• Developed and nurtured key accounts, increasing client retention by 30% and boosting upsell opportunities by 25%.
• Closed several high-value deals worth over $1M each, demonstrating strong negotiation skills.
• Collected and incorporated client feedback into product development, leading to the launch of two new features.
• Received "Top Performer of the Quarter" award twice in a 12-month span.