Denver, CO
Zachary Richard zachary.august.rich@gmail.com
(720)-925-8091
WORK EXPERIENCE
FiveStars 10/15 - 1/18
Manager of Technical Onboarding
Denver, CO
▪ Drove double production from within the team with half of alloted headcount for fiscal year.
o Generated $3M installed annual revenue
▪ Coach and mentor individual contributors that implement software installation and provide how to
use training.
o Implementation of new processes to increase client show rates for trainings and
consultations including Apptoto, Chilipiper, and TxT.
▪ Deliver on objectives and key results for stakeholders within the sales organization and client
success.
▪ Coordinate with Supply Chain team to ensure hardware is being sent out on a timely fashion to
ensure technical onboarding trainings may take place for our merchants.
▪ Collaborated with business ops analyst and sales leadership to forecast number of
implementations and customer facing activities to be completed in a monthly basis.
▪ Scaled operations team to 20 personal; including Technical Onboarding, Customer Support, and
Client Success by end of 2016 within Denver.

Sales & Technology Administrator 7/15 - 10/15

Denver, CO
▪ Launched Denver office within 2nd month of joining FiveStars.
▪ Scaled Denver location to 122 selling account executives through strategic planning with Sales
leadership and executive team.
▪ Create new processes and revamp old processes to accommodate the rapid growth of the sales
and operations team by 4X since start date
▪ Researched and implemented applications within Salesforce that improved system functionality,
user experience and overall efficiency (Ambition, TROOPS, Brainshark, NewVoiceMedia)
▪ Crafted and led bi-weekly Salesforce training for all incoming sales hires during orientation
▪ resolve Salesforce and Zuora billing issues for sales & operations team.

Sales Support Representative 1/15 - 7/15

San Francisco, CA
▪ 700 installs & trainings completed within a 6 months.
▪ Obtained 90%+ installation rate month over month.
▪ Install Fivestars software on merchant point-of-sale systems and Fivestars tablets.
▪ Educate our merchants on how to utilize the Fivestars program effectively.
▪ Coordinate with the rest of the Customer Success team for ongoing trainings.
▪ Manage pipeline of scheduled, partially installed, and missed installations.
▪ Objection handle and problem solve to ensure installation completion and sale retainment.
▪ Obtained 90%+ installation rate month over month.
SEI 5/12 - 10/​14
Technical Support Representative
Grand Forks, ND
▪ Technical troubleshooting for Jiffy Lube, Delphi systems, and Sonic.
▪ Stage hardware including desktops, tablets, and mobile devices for Jiffy Lube locations.
▪ Track and submit software issues with JIRA to developers.
▪ Manage and issue hardware lease agreements to franchise owners.

Amazon 5/10 - 5/12

Technical Account Manager
Grand Forks, ND
▪ Provide support to sellers on Amazon.com through phone and email.
▪ Account Manage large brands on platform including MTV, Paul’s TV’s, and Adidas.
▪ Coordinated with Fulfillment by Amazon warehouses to provide real time shipment updates to
sellers and consumers.
▪ Collaborated with Amazon Web team to provide ongoing maintenance to Amazon.com including
product SKU uploads, reorganizing departments, and uploading new items for Fulfillment by
Amazon.

EDUCATION
Northland Technical & Community College ​ ​ /10 - 12/12
1
Computer Science Grand Forks, ND

SKILLS & INTERESTS

▪ Skills: ​Strategic planning, revenue modeling & forecasting; account management, customer
service, sla management, ZenDesk CRM servant leadership, SalesForce CRM, conflict
management, organization, data entry and processing, reporting, budget development, critical
thinking and problem solving, adaptability, coachability, communication
▪ Interests:​ guitar, reddit, hearthstone, traveling, acrylic painting, axe throwing, bowling, strength
training,fashion design, audio engineering