Michael Landry

• New Product specialist focusing on RingCentral's NPI products, including RingSense (Conversation Intelligence), AI Receptionist, RingCentral Events, Webinar and Video.
• "Voice of the Customer" providing feedback and recommendations to numerous cross-functional teams including Product Management, Engineering, Training, Enablement and others.
• Led architectural design for complex UCaaS solutions, ensuring alignment with business goals and client requirements.
• Mentored junior architects, fostering skill development and knowledge sharing within the team.
• Evaluated emerging technologies to inform strategic decision-making and support innovation initiatives.
• Collaborated with sales teams to support pre-sales activities, providing technical expertise during client presentations and negotiations.
• Aligned IT solutions with business objectives by collaborating closely with stakeholders to understand their unique needs and requirements.
• Spearheaded technology innovation initiatives to stay ahead of industry trends and maintain a competitive edge in the marketplace.

Responsible for pre-sales and post-sales activities in support of the channel partners for StarLeaf Cloud and Teamline products. Specializing in StarLeaf Major Accounts in region.

Provide StarLeaf partner event support, partner training (technical & sales), customer training, pre/post sales technical presentations, product sales presentations and demonstrations, solution design, assistance, RFP/RFI response support, technical training and competency assessment of new and existing partners and an escalation advocacy role for partners and customers for technical issues to drive resolution and assure customer satisfaction objectives are achieved.
• Developed Inside Sales Engineer roles for StarLeaf in North America. Inside SE team assists field sales team and partners with remote discovery, design , and demonstrations.
• Extremely competent at demonstrations and business requirement discussions with all levels of customers (IT to C-Level). Focus on defining customer requirements and translating into business solutions during presentations.
North American Sales Engineer of the Year - 2018

• Re-organized team of 50 employees across 5 locations from role-based units into local teams with direct on-site supervisors and escalation structure.  This resulted in improved agent efficiency, increased competency, and shorter time for new agents to become effective.  Customer Satisfaction (CSAT) ratings have increased by 29% since the re-organization.
• Created "Customer Support - Program Manager" role to improve training and certification methodologies for agents.  The role also interfaces with Engineering and New Product Introduction to improve dissemination of important product functionality and support best practices.
• Developed "Strategic Accounts Queue" to improve response times and Customer Satisfaction for customers with high growth potential.
• Reduced open case backlog by 50% and increased Customer Satisfaction by 29%.
• Changed support methodology from "Inbound Only" to include "Scheduled Interactions".  The result has been reduced inbound call volumes, lower Mean Time To Repair (MTTR), and increased Customer Satisfaction (CSAT).
• Developed Subject Matter Experts in key product areas to reduce escalations to Engineering and reduce Mean Time To Repair (MTTR).

• Worked with the VP of Global Solutions Architects and HR to create, implement and evolve a formal Solution Architect Career Development Program to enhance competency and skill levels. This program also increased SA retention to over 95%
• Created the ShoreTel "Connect Prep Program" to enhance the training, adoption, selling and buying experience which resulted in faster adoption of the Connect services and solution.
• Developed annual business strategies for the team, and assisted individual team members with their quarterly business plans. This included quarterly sales goals, and regional partner development and support.
• Developed "Partner Road Show" events in region to educate partners on technical sales strategies and ShoreTel's product roadmap.
• Worked with territory sales teams to develop system designs, as well as demo and sales strategies for strategic opportunities.

ShoreTel Presidents Club 2014, 2015, and 2016

Responsible for pre-sales and post-sales activities in support of the channel partners for ME, MA, NH, VT, RI and CT. 

Provide ShoreTel and ShoreTel partner event support, partner training (technical & sales), customer training, pre/post sales technical presentations, product sales presentations and demonstrations, solution design, assistance, RFP/RFI response support, technical training and competency assessment of new and existing partners and an escalation advocacy role for partners and customers for technical issues to drive resolution and assure customer satisfaction objectives are achieved.

• Team lead for Sales Engineers in the Northeast. Provide coaching and education to fellow SEs on both technical and sales related issues.

• Shoretel dial plan specialist, providing custom dial plan configurations to ShoreTel SEs and Area Sales Managers globally.

• Extremely competent at demonstrations and business requirement discussions with all levels of customers (IT to C-Level). Focus on defining customer requirements and translating into business solutions during presentations.

ShoreTel President's Club 2012

Responsible for leading a team of specialists in the design and implementation of ShoreTel UC and Contact Center solutions, performing VoIP readiness Network Assessments, as well as identifying and developing new service opportunities.

• Developed and productized a “Day 2” network monitoring product for partners and customers called ShoreWare System Monitor. This application provided real-time and historical network health statistics to aid in trend analysis and troubleshooting of both UC and overall network issues.

• Development of new service opportunities and custom applications using both internal resources and third party partners. Examples include 3rd party PBX integration, system health check and upgrades, 3rd party application integration.

• Development of strategic partnerships with ShoreTel certified partners for the implementation of large scale, multi-site IPBX and Contact Center systems.

• Define quarterly revenue and strategic goals for team. Track progress of said goals by each team member and provide guidance.• Develop implementation proposals for customers during the pre-sales process (define scope and cost for implementations).

• Day to day operational activities including assignment of project resources, scheduling, backlog management and invoicing for completed projects.