Holly Ireland Duncan

Advancing into a sales focused role within Insight Enterprises allowed me to continue cultivating relationships with an existing network of partner, vendors to enhance on-going collaboration with my own patch of accounts. This patch consists of a range of local NZ government, global, SMB/SMC & enterprise customers.

Since moving in a Enterprise Account Manager position, I have grown a patch of accounts over 300% by farming pre existing relationships, bringing onboard new accounts and helping clients move with the fast pace of IT, predominantly Microsoft

Responsibilities included;

• Managed and met account management deadlines effectively.
• Cultivated relationships with key decision-makers within large organizations (ranging from Government, Global, SMB/SMC & Enterprise accounts) to ensure customer satisfaction and loyalty.
• Provided guidance on pricing models and negotiated contracts with customers. While managing vendor negotiations on behalf of clients.
• Formulated and implemented strategies to maximise service upselling opportunities with existing customers.
• Coordinated with internal departments to streamline the onboarding process for new customers.
• Performed regular account reviews to identify opportunities for growth or improvement..
• Sustained high levels of customer satisfaction through quick resolution of inquiries.
• Worked closely with internal teams to create personalised client solutions.
• Initiated contact with prospective customers through Sales Navigator (Linkedin) and email campaigns.
• Cultivated strong professional relationships with vendors, distributors and clients to drive long-term business development.
• Provided effective solutions for customer issues regarding sales and service.
• Worked with cross-functional teams including technology sales, and solution services teams, to develop customised roadmaps for clients.
• Developed an understanding of target markets, key players and industry trends. Especially with the new focus of AI.
• Prepared proposals, contracts, RFI/RFP responses and quotes for prospective customers
• Conducted regular 1:1 meetings with a dedicated Sales Support resource to run through renewals, challenges, track forecasting and sync on all customer or vendor activity.

Insight is a leading solutions integrator of software, hardware and services solutions combining deep licensing expertise with world class technical consultants to enable clients to achieve their business objectives.

Responsibilities included;

• Organised weekly status reports on pending customer requests and reported them back to the Account Manager.
• Created and maintained essential relationships with clients, ensuring prompt and effective responses.
• Maintained up-to-date knowledge of company products and services in order to assist in client enquiries.
• Provided troubleshooting support to clients for hardware, software, and portal-related concerns.
• Monitored incoming tickets via Freshdesk and assigned tasks to appropriate personnel as needed.
• Generated quotes for customers using online quoting systems (SAP) or manual calculations.
• Coordinated orders from initial quoting through final delivery, while communicating with customers throughout the entire process.
• Managed upcoming software renewals directly with the client, copying in the retrospective Account Manager and providing status updates in the regular 1:1 meetings.

As a Licensing Analyst Specialist I was required to gather and analyse customer licensing ownership and deployment data. Whilst applying Microsoft licensing principles and calculations to each individual situation then display the customers compliance status in an easy-to-read format.

Responsibilities included;

• Assessed and validated licensing applications for accuracy and completeness.
• Developed and maintained compliance records of all licensed entities.
• Coordinated with SAM Consultants regarding customers licensing requirements.
• Resolved customer inquiries regarding licensing issues.
• Completed training sessions related to Microsoft licensing
• Daily use of Explore.ms and Microsoft Volume Licensing portals.

Accordo Group Ltd partnered with Microsoft offering an end-to-end Software Asset Management engagements which Accordo conducts on behalf of software publishers to their end-user SMB customers around the world.

As a Software Asset Management Consultant, looking after the USA Subsidiary, I was required to keep in close contact with all SMB customers, utilising key resources for efficiency and professionalism while I am representing Microsoft. I am responsible for all customer deliverables to be identified, documented and communicated to enable project commitments to be met.

Responsibilities included;

• Identified opportunities for the consolidation of existing Microsoft licenses, whilst also identifying any licensing shortfalls to help customers remain in a 'compliant' licensing state.
• Provided guidance on how to optimise licensing through virtualisation techniques or other cost-saving measures.