Customer Care Experience

Scotty Wilson Bradenton, FL

Senior Customer Experience & Support Leader 941-***-**** ***************@*****.***

Accomplished, KPI-focused CX and success executive and US Navy veteran with a proven ability to transform, improve, and optimize global, digitally enabled support operations across diverse verticals; experienced in leading support, success, professional services, premium, renewal, and pre-sales teams.

Highlights

Led 17 direct reports in overseeing 719 customer care staff globally in cyber resolution, information management and governance, and application modernization and connectivity for a $6.8B software and IT business ($105M PNL responsibility); became recognized as the go-to contact and C-suite advisor for myriad topics

Increased renewal rate from 86% to 96%, increased CSAT from 92% to 97%, and boosted average NPS from 7 to 9 on $845M install base; promoted ‘voice of the customer’ to engineering and product management teams and empowered 310-person outsourced partner team to bolster support quality

Saved $62M in maintenance revenue by mitigating 95% of customer risks (cancelling or not renewing); ranked risks on scale of 1-10 and led teams to resolve issues and ensure satisfaction

Unlocked $35M in additional services revenue and $52M in cross/upsell opportunities after launching a program aimed at finding opportunities within customer environments; trained staff to listen for keywords (e.g., we don’t have those skills, we need an upgrade, we need an on-site expert)

Oversaw 1,040 customer care staff, 800 outsourced engineers, and $55M budget across global support centers to deliver exceptional support function; created and led customer-driven programs including technical account manager roles, customer advisory boards, and critical-issue SWAT teams

Recruited, trained, and led a new 65-person customer success team from ground up to drive 60% of company’s total flagship product line revenue, while ensuring efficient, effective customer support

Generated $12.6M in additional services revenue, identified $32M in upsell/cross-sell opportunities, and achieved 92% new product/version adoption rate by creating scripts and slick one-pagers to effectively communicate new and improved product and service offerings to existing customers

Improved efficiency by reducing number of systems and tools inherited from 15 acquisitions, including CRM, knowledge management, telecom, and BI dashboards; consolidated from eight to one CRM, nine to one support webpage, eight to one business platform, 2,200+ to ~65 phone numbers, and 50+ global teams to four distinct groups (success, support, premium, and services)

Cut overtime spend by $45M+ by developing and rolling out global after-hours processes, multiple shifts, and follow-the-sun model, leveraging teams from acquired companies in different time zones

Boosted agent time efficiency 15% by creating and proliferating support process playbooks and a case management framework document; instituted playbook based on results of a time study

Awarded Employee of the Year and invited to President’s Club trip after improving CSAT by 7% YoY

Snapshot

Master in overseeing high-performance teams in fast-paced, challenging customer support delivery, alongside ability to lead business development, M&A activities, and change initiatives

Seasoned in driving renewals and improving customer satisfaction, retention, and growth metrics; guided by the voice of the customer, builds rapport and influence with senior executives

Multi-faceted global executive with a track record of building, developing, and empowering talented teams with the knowhow to thrive in complex, fast-evolving global support environments

Skilled in navigating organizations through both challenging and fruitful phases, bringing a strategic approach that is fully aligned with customer needs to maximize performance and upsell potential

Analyzes market trends and emerging technologies to understand opportunities and threats; defines a clear path forward, leads by examples, and fosters innovation-focused environments

Creates frameworks that ensure success regardless of organizational size and structure, enabling continuous adaptability, change, and growth; instills persistence, perseverance, and resilience

Builds diverse, inclusive environments where people want to get involved and accomplish big goals; sets up touchpoints to track performance and provides ongoing coaching and mentoring

Areas of Expertise

Customer Success & Experience Renewals Strategies & Operations Support Optimization CRM & BI Dashboards Cross-Functional Team Building, Leadership & Mentoring Relationship & Partnership Building Client Satisfaction & Retention Revenue & Profit Generation Business Development SaaS Business Planning Contract Negotiations Budgeting Operational Excellence Mergers & Acquisitions Cloud

Additional Highlights

Raised CSAT four points to 92% after introducing proactive customer questioning and problem solving related to future expansions, rollouts, infrastructure changes, training challenges, required skills, and more

Saved $20M after devising and implementing an outsourcing plan for Level 1 and 2 customer support

Oversaw 175 staff and $11M budget in high-quality support centers for enterprise systems management and security software applications; effectively controlled expenses, defined goals, policies, and procedures to best-in-class customer service levels, and enabled growth by building relationships with C-suite executives at Fortune 500 companies and creating structures and processes to support the sales team

Improved CSAT by six points after instituting global on-call policy to accelerate 24x7 response times

Enhanced service levels for high-value customers and verticals by introducing an account support model, multi-tiered support offerings, dedicated sales support, and escalation management

Increased customer awareness by aligning product and support teams before and during release cycles

Cut department budget by $1.5M and boosted morale by creating global shift work options, while reducing spend by a further $1M by seamlessly integrating customer support teams from four acquired companies

Consulted healthcare companies in deploying Salesforce and more to improve customer success function

Refined the customer experience by introducing new loyalty and satisfaction programs, including surveys in Qualtrics; sought feedback from customers to pinpoint and execute on five key areas for improvement

Accelerated resolution of critical customer issues by establishing dedicated escalation process; served as a product group liaison and set SLAs to track and ensure timely solutions for challenging technical problems

Reduced costs through economies of scale by consolidating Americas support from four to two sites

Improved content relevance and user-friendliness while enabling native languages, keyword search, forums, and real-time product notifications by revamping web self-service and knowledge management systems

Spoke at three software conferences (TSIA, Brainshare, and Net Connect) about dealing with change

Named Sailor of the Month twice and Sailor of the Quarter five times while serving in the US Navy

Mentored many employees who have earned promotions or successfully moved into their dream roles

Career History

Micro Focus (acquired by OpenText in 2023) 2006 - Present

Vice President, Global Customer Success

Vice President, Global Customer Care

Senior Director, Global Customer Care

Director, Global Customer Care

NetIQ 2000 - 2006

Director, Technical Support

Military Career

US Navy Veteran

Education & Certifications

West Virginia University

BS - Business Management

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