Customer Service Manager

Martin Horowitz

Freehold, NJ *****

H - 732-***-**** M - 732-***-****

*******@*********.***

Key Strengths and Experience

Leadership experience with - SaaS, B2B, SW and OEM markets.

Five years of senior business leadership, P&L responsibility, revenue

and budget forecasting, service line management, and customer focused

process improvement.

Experienced in product management, product marketing, strategic

planning, project management, and 'C' level account management.

Hi-energy, resourceful, dedicated, innovative team leader.

Independent Contractor - November 2008 to present

Business Link International - Competitive assessment of the BLI

service offer against four key competitors.

Mindbody Inc. - Competitive assessment of the CRM software market.

Payless Shoe Stores - Operations and Training Manual for Payless Shoe

Stores.

EasyLink Services International Corporation - August 2001 to November 2008

EasyLink is a hosted services provider (SaaS) providing B2B messaging

services and transaction services to the global market.

Service Line Manager, August 2007 to November 2008

Defined / managed the service line roadmap and releases, defined

priorities and internal resource allocation to maintain balance between

revenues and high profile customer satisfaction. Goal was one major

release per year, with quarterly point releases to address product gaps.

Managed the EasyLink Service Team - a cross functional team comprised

of R&D, Network Engineering, Sales, Operations, Customer Service and QA

responsible for the financial and market success of the service line.

Drafted dozens of technical and business product requirement

documents, and functional business plans. Input was obtained from

internal sources (R&D, sales, customer service), competitive assessments,

and customer driven requirements.

Charter member of the EasyLink Quality Team. Defined new processes

to streamline and enhance the customer experience.

Represented the service line to the Executive Product Council.

Presented quarterly revenue variance analysis, product roadmap

modifications and performance to plan, and major customer activity that

drove executive level mind share and more importantly, funding.

Responsible for bi-annual EasyLink Customer Council meetings to

discuss and drive customer consensus on product direction and feature /

function enhancements. Personally involved in the account management of

all major accounts (exceed $5K/month) with quarterly C level meetings to

present roadmaps and service line performance to plan (SLA).

Responsible for SLA performance of all vendor provided services, and

vendor selection and contract negotiations.

Directed the team of (4) product managers and (3) product marketing

managers.

Director of Product Management - Production Messaging, January 2005 to

August 2007

Cost consolidation project - consolidated and/or eliminated eight

disparate service offers from multiple legacy platforms into a single

Production Messaging Service, reducing the expense software and customer

support, sales and maintenance to meet margin objectives.

Reduced a six year negative revenue trend by implementing aggressive

cross selling programs. Two year impact was a reduction from twelve

percent annual revenue reductions to less than a four percent.

Director of MailWatch Services, August 2001 to January 2005

MailWatch was an outsourced e-mail scanning service.

Product line P&L responsibility, product direction, roadmap,

strategic and tactical marketing programs, vendor negotiations /

management, new product introductions, and sales training.

Closed $1 M deal to Ford Motor Company, still largest deal to date

the company ever closed.

Led team in the sale and subsequent transition of MailWatch service

to Infocrossing (IFOX) in support of a change in corporate strategy and

direction.

CrosStor Software, Sr. Product Manager, December 1998 to August 2001

CrosStor developed storage centric products for the OEM community; acquired

by EMC in 2001.

Product manager for the CrosStor SAN and CrosStor embedded File

System.

Developed OEM program for the SAN service line. Closed three

partnerships in initial twelve months. Success of this program led to

acquisition by EMC.

Represented CrosStor at the SNIA FSWG, and the Celestra Consortium.

Digital Equipment Corp., Sr. Product Manager, September 1995 to December,

1998

Responsible for the System Management, Installation and System Backup

components of Digital UNIX.

Wrote product requirements, performed operating systems competitive

analysis, product planning, customer presentations and demonstrations,

internal training, marketing literature.

Managed third party vendor relationships backup and system management

vendors.

Lago Corp. Manager, Sales Engineering, June 1993 to September 1995

Lago designed and manufactured tape libraries for the Open Systems market

and was acquired by StorageTek in support of their open systems initiative

in 1995.

Territory was all states east of the Mississippi River.

Team supported 20 geographically distributed account representatives,

and led STK in open systems tape library revenues in final year of

assignment.

Developed / presented monthly internal seminars for new product

introductions, accounting for team leadership in this area within the

corporation.

Convergent Solutions, Inc., Director of Product Marketing, June 1989 to

June 1993

CSI developed a proprietary 4GL application development system for CTOS and

BTOS workstations.

Closed and managed OEM relationship with Convergent Technologies.

Developed and managed the Dealer Program, and technical maintenance

programs. Sold 4,200 licenses in initial 12 month period.

Responsible for new product definitions and introductions.

Information Builders, Inc., Director, UNIX Division, January 1983 to June

1989

Managed the development and introduction of PC/FOCUS in 1983. Sales

exceeded 65,000 units before promotion to the UNIX Division, exceeding

initial product forecast by 50%.

Started the UNIX Division (50 direct reports) and P&L responsibility.

Delivered a one hundred percent compatible, fully functional product

operational on over twenty-five UNIX platforms within specified

development schedule.

Generated in excess of $2 million dollars initial twelve months of

product (FOCUS for UNIX) introduction. Exceeded sales objectives two of

three years of product introduction.

EDUCATION:

Masters of Science in Economics, Rutgers University, New Brunswick,

NJ

Bachelor of Science in Economics, Rutgers University, New Brunswick,

NJ [pic]

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