Brian Eastley

Cogito technology solutions apply AI in real-time to enhance customer service interactions. In this role, I engage with enterprise clients who are looking to improve CX, by addressing four key areas: 1) Discovery: validate strategic & operational fit, along with key performance measures. 2) Internal Alignment: Develop strategic account plans with cross-functional teams. 3) Delivery: Conduct client QBRs/readouts and work with data analytics teams to identify new insights. 4) Innovation: Provide thought leadership to drive value for clients.

• In Customer Success role, developed and expanded relationships with strategic and enterprise accounts. • In Account Exec / Solutions Consulting role, conducted client discovery sessions to qualify & develop solution ROI business cases for enterprise contact center accounts within the southeast U.S. region. Developed opportunity pipeline of more than $25M. • Built relationships with master agent channel partner managers for Intelisys, Telarus, and Avant. • Created client engagement discovery templates, proposal templates, sales tools, and ROI/TCO models; shared with others on sales team.

* Expanded MRR with Fortune 500 enterprise clients, such as Samsung, Microsoft, LinkedIn, SAP, and Husqvarna, to apply A.I. solutions and Gig-networks of knowledgeable experts in customer contact center applications, to drive improvements in customer satisfaction and response time while reducing the cost of care. * With one Fortune 100 client, expanded MRR from one product line to nine product families within first year. In another Fortune 25 client, grew MRR by 4X within 4 months. * Created business ROI models, compiled weekly/monthly/quarterly operational reports to review with clients in assessing program performance vis-a-vis target goals and SLAs. * Managed several clients through deployment of A.I. solutions. Worked closely with clients and data science team to collect, prepare, and process data. Described, to non-technical clients, the mechanics of unsupervised and supervised learning, active learning, clustering techniques, NLP, confidence scores, and retraining. Conveyed and explained A.I. performance metrics to clients as part of weekly cadence.

- Spearheaded sales and marketing initiatives for two product lines of customer contact center technology: outbound notification and knowledge management solutions, across vertical markets including healthcare, utilities, & financial services. - Managed $5M budget and team in sales, services and operations.

• Co-founded, raised funding, and grew health tech startup SaaS analytics platform to revenue stage. • Engaged with hospitals, group practices, and medical billing companies to drive 5-10X productivity gains in claim resolution with insurance payers, maximizing cash flow and reducing accounts receivables of unpaid medical claims.

• Managed strategic and enterprise client relationships generating $1M- $5M in annual client revenue. • Engaged in strategic planning sessions with clients to outline technology and business roadmaps. • Identified opportunities for expanding footprint within existing client accounts. • Coordinated and managed team of 5 project managers to forecast revenue and track margins.

• Over 3 years, closed TCV of $35M+ for call center technology solutions: achieving 250%, 310% & 350% of quota, respectively, and qualifying for president’s club each year. • Met with client senior-level executives and managers and coordinated more than 30 discovery sessions. • Expert in preparing business ROI/TCO analyses, sales presentations, and solution proposals. Drove direct sales and partner business development efforts for hosted and on-demand customer service and contact center solutions. • Targeted Fortune 500 enterprises in the cable/telco, technology, healthcare, and financial services markets in North and South America. • Acted as SME for all voice authentication solution opportunities. • Other solutions include hosted self-service IVR, speech recognition, and outbound notification applications. • Supported and enabled Convergys Customer Management (outsourced live agent) sales team via training and sales tools. • Presented at industry conferences regarding voice authentication and security in customer service applications across live agent, IVR, web, and mobile device channels.

Responsible for launching and marketing new customer self-service solutions and professional services within the "Relationship Technology Management" line of business. Included voice authentication services, on-demand IVR solutions, and consulting services.

Sold customer self-service and business decisioning solutions, specifically to Fortune 500 Financial Services and Technology market segments.

As a member of the Professional and Consulting Services team, consult to Fortune 1000 Financial Services organizations on assessing contact center operations. Identify goals, problems and needs, and recommend services and technologies for improving business and customer service metrics.

• Led solution consulting engagements with senior managers and executives at Fortune 1000 companies to meet business objectives for improving customer service, driving revenue, & reducing costs. • Coordinated with project managers to scope professional services efforts (including VUI design, app dev, data integration, QA, and deployment). • Prepared pricing proposals, solution architecture, SOW’s, and RFP’s.

Implemented sales and marketing knowledge management intranet across 8 divisions and 1500 sales reps and marketing managers.