We are pleased to announce that, starting in January, Shannon Hawthorne will move from our sales team into a new role focused on Customer Care & Retention.
For those who may not know Shannon’s background, she has been an integral part of Keystroke's sales team for the past 4 years, consistently demonstrating authenticity, deep product expertise, and a customer‑centric attitude. In fact, her dedication and performance earned her the Top Salesperson award in 2024. Before joining Keystroke, Shannon built an impressive career as an Act! Certified Consultant, giving her a rare combination of consulting and sales experience that has always set her apart.
While Shannon has excelled in sales, her true passion has always been consulting—helping customers get the most out of their tools and ensuring they feel supported every step of the way. This transition allows her to bring that passion to the forefront, making her ideally suited and qualified to lead this new initiative.
What This Means for Our Customers
In her new role, Shannon will:
- Increase customer contact to ensure stronger relationships and proactive support.
- Promote training opportunities for our Act! subscribers, helping them unlock the full potential of the platform.
- Keep subscribers informed about the latest features and updates available to them.
Why This Matters
As a business owner, one of my greatest concerns is customers who suffer in silence—face challenges without reaching out—only to leave without giving us a chance to help. Even more frustrating is when customers depart in pursuit of features that already exist within Act!, simply because they weren’t aware of them.
By investing in this new position, we aim to reduce these occurrences, stay closer to our customers, and ensure we’re addressing their needs quickly and effectively. Shannon’s expertise and consultative approach will help us keep a finger on the pulse of our customer base, enabling us to serve you better than ever.
This announcement not only highlights Shannon’s accomplishments but also reassures customers that the company is investing in their success.
