Shawn McCormick
Nashville,TN
Summary
Sales Engineer/Customer Relationship professional with 25 years of experience at driving revenue and creating trusted connections with C-level execs, IT teams, Quality Analytics/WFM Administrators, Team Leaders, and End Users. Adept at problem solving, heading up group efforts to find solutions, and proactively establishing lines of communication that uncover critical business drivers and find new ways to improve employee experience, reduce attrition, and grow revenues. Able to collaborate with multiple stakeholders to position solutions that fit the client’s budget and increase their WEM experience beyond their expectations.
Overview
24
24
years of professional experience
Work History
Director of Innovation/Relationships
Call Design North America
11.2019 - 11.2023
- Directed the strategy for product innovation including Workforce Management add-ons, dashboarding tools, and data integrations
- Coordinated with Development on projects ranging from new intellectual property, adding features to existing applications, and sunsetting products that were no longer profitable
- Presented at trade shows, contact center group meetings, and webinars
- Assisted in partner and customer sales efforts for products and services as needed
- Conducted market research and vetted multiple external partners to deliver new custom technology solutions for clients
- Built strong relationships with Calabrio, Assembled WFM, Sestek AI Analytics
- Co-led Marketing efforts which included blogging, social media, sales collateral, and eBook creation
- Researched and wrote white papers on employee experience, targeting managers, administrators, and decision makers to help them think outside the box on flexible scheduling, AI-human interactivity, and increased retention through job satisfaction
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Solutions Architect
Genesys
02.2019 - 11.2019
- Supported pre-sales effort for Cloud-based Workforce Engagement Management products, including Workforce Management, Quality Management, Speech Analytics
- Worked cross-functionally across organizations on needs assessments and developing product champions
- Led active customer discovery and gave product demonstrations for prospective clients of various sizes from small to large, including users with strong loyalty to their existing WFM products
- Mentored solution consultants to build their WFM product knowledge
- Gave web presentation for CRMXchange.
Senior Sales Engineer
Call Design North America
06.2014 - 02.2019
- Served as the lead Senior Sales Engineer in C-Level sales discovery meeting to understand multiple stakeholders needs in a startup environment
- Translated complex technical solutions into simple terms that helped senior leaders understand how those solutions could help scale their business while driving revenue growth
- Working with one Sales Executive to win 40% of Aspect WFM’s new logos in the first year alone
- Developed strong client relationships for long-term business growth and customer satisfaction.
- Increased sales revenue by identifying new market opportunities and implementing targeted sales strategies.
Sales Engineer
Calabrio
01.2010 - 01.2012
- Supported pre-sales effort for Calabrio 1 in greenfield, displacement, and upgrade implementations
- Actively listened to clients and uncovered opportunities for sales of add-on and complimentary products
- Served as a pre-sales resource for world-wide Federal Express account (Americas, Europe, Asia)
- Was the primary Sales Engineer for first sales to FedEx Asia-Pacific
- Increased sales revenue by consistently meeting and exceeding sales targets through effective client presentations and product demonstrations.
- Collaborated with Implementation, Product Management and Support to find best solutions for customer issues and non-standard requirements.
Senior Solutions Consultant – Third-Level Support
Aspect
06.1999 - 01.2014
- Blended technical understanding with the ability to perceive customer needs to best position products to prospective clients
- Investigated customer needs and cultivated problem-solving partnerships with customers
- Adapted demos to specific customer audiences and their needs, featured the ability & flexibility to shift focus on the fly
- Supported 6 salespeople directly as primary Workforce Optimization Solutions Consultant and indirectly supported another 7.
- As Third-level Support, took WFM software escalations, coordinated with Development to solve problems, became point of contact with customer to drive satisfactory resolutions
- President's Club, 2008 and 2014
Education
Bachelor of Arts - Vocal Performance
Middle Tennessee State University
Murfreesboro, TN05.1995
Bachelor of Arts - Economics
Vanderbilt University
Nashville05.1990
Skills
- Requirements Gathering
- Account Management
- AI/Human Interaction Studies
- Technical Support
- Competitive Analysis
- Product Knowledge
- Problem Solving
- Performance Optimization
Timeline
Director of Innovation/Relationships
Call Design North America
11.2019 - 11.2023
Solutions Architect
Genesys
02.2019 - 11.2019
Senior Sales Engineer
Call Design North America
06.2014 - 02.2019
Sales Engineer
Calabrio
01.2010 - 01.2012
Senior Solutions Consultant – Third-Level Support
Aspect
06.1999 - 01.2014
Bachelor of Arts - Vocal Performance
Middle Tennessee State University
Bachelor of Arts - Economics
Vanderbilt University
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