Vice President of Client Success
2017 - Present (almost 3 years)
Member of the executive team, participated in business development, infrastructure build-out and S.O.C. corporate strategy. Directed the day-to-day function of the SOC Customer...more Success team. Developed and implemented SOC client success strategy. Created short/long-term client adoption/outcome and renewal goals. Created mechanics for measuring and promoting successful client outcomes. Owned all processes related to corporate support staffing: hiring, interviewing & developing CS team talent.
Rejuvenated the support function and experience at VBrick Sys. Led efforts to restructure infrastructure, resources, and processes to facilitate a corporate shift from a hardware...more to software centric support model. Developed consistent & repeatable support processes across geographically situated support teams. Established annual NPS survey and enjoyed improved scores for 2 consecutive years. Managed Cisco support partnership & collaboration framework. Managed a remote outsourced level 1 team.
Directed the day-to-day support function of the SuccessFactors Technical Resolution Team Americas for the entire SuccessFactors suite of products. Oversaw the global support...more function for all Learning Management System (LMS) customers. Managed Plateau-SuccessFactors-SAP transitional tasks, processes & legacy initiatives post acquisition(s). Established consistent and repeatable support processes across Technical Resolution Americas Tier 3 teams. Managed a team of 5 Managers and 66 support agents
VP, Learning Customer Support
2011 - 2012 (6 months)
Oversaw the global support function for all SuccessFactors and legacy Plateau Systems Learning Management System customers. Owned and drove all tasks, processes and support...more transition initiatives post acquisition. Integrated support teams across two companies (Plateau and SuccessFactors), and several business units. Managed the transition of the Tier 1 end-user support offering to partner. Established consistent and repeatable support processes across Technical Resolution Americas Tier 3 teams.
Vice President, Customer Support
2008 - 2011 (almost 3 years)
Oversaw global support function that included Tier 1 end-user, Tier 2, and Tier 3 product support. Managed a team of 34 employees who supported 250+ Global 2000 customers,...more totaling more than 15 million end users. Managed partner relationships that included implementation support, reseller agreements, partner engagement, pass through, and escrow management. Managed vendor relationships. Owned all processes related to corporate support staffing. Developed incentive and rewards program.
Director, Customer Support
2002 - 2008 (about 6 years)
Established Plateau product support offerings. Responsible for build out, staffing, and management of support team. Led efforts to identify procure, and implement: CRM software,...more customer self-service portal, survey tool, and IVR/CTI infrastructure . Directed day to day operations of the Plateau LMS Product Support team.
Under my leadership, grew the the Plateau Customer Support organization from 6 agents to over 24. The Plateau support organization was recognized on multiple occasions for having world class customer satisfaction by leading industry analysts. A sampling of these awards:
- In 2011 Bersin & Associates - Talent Management Systems Customer Satisfaction industry survey named Plateau Outperformer (customer satisfaction) in the Global Enterprise segment.
- In 2010 Bersin & Associates - Talent Management Systems Customer Satisfaction industry survey named Plateau Total Satisfaction Leader in the Global Enterprise segment.
- In 2008, Forrester ranked Plateau Customer service higher in all categories than any of its nearest competitors.
- Industry analyst Brandon Hall's 2002 “Voice of the Customer” study ranked Plateau above all LMS competitors in customer satisfaction.
I am looking for a early to middle stage startup technology company that is looking to establish a customer support or client success organization, and looking for the right leader to create a world class experience for their customers.