Customer Success Business Intelligence

Colin Luther

Capitola, California, United States

email: ***********@*******.***

Mobile: 503-***-****

Social: https://www.linkedin.com/in/colin-luther-3a227b2/

SUMMARY

Customer Success leader and Business Intelligence Architect with twenty plus years of Customer Success Management and complex Business Intelligence systems design and implementation, as well as managing cross-functional, cross-cultural teams. A leader with proven ability to identify and resolve data and process issues, and maximize ROI on technological investments. I am skilled in all facets of system development life cycle (SDLC). Eager to share knowledge, mentor others and learn with them.

ACCOMPLISHMENTS & KEY SUCCESSES

Establish and grow Customer Success teams for multiple software start-ups.

Manage multi-cultural, geographically dispersed CX teams.

Manage Annual Recurring Revenue (ARR) of $5M+.

Plan and execute transition of Customer Support team in US and India to Customer Success team.

Establish churn metrics for multiple SaaS companies.

Establish programs to elicit product improvement from customers and feed to Product & Engineering to focus efforts to create product the market wants.

15% increase in first year SaaS renewals by working with Sales and Marketing to improve messaging consistency.

$2M savings within first two quarters of operation of logistics decision support system for international manufacturing concern.

Design and deliver sales and marketing Business Intelligence environment for international pharmaceuticals company providing a more complete view of marketing spend ROI.

4% increase in online commitment rates after delivering web site analytics reporting system for large insurance concern.

EXPERIENCE

Independent Management Consultant

Nov 2022 – Present

Capitola, CA

•Chief of Staff to CEO of open-source professional services start-up.

•Build relationships with key contacts and act as escalation point for customers to ensure proper issue/request.

•Provide strategic leadership to start-ups extending through all company functions and departments.

Manager, Commercial Accounts and Customer Success Operations

Komprise

Jan 2022 – Oct 2022

Campbell, CA

•Manage Annual Recurring Revenue (ARR) of $5M+

•Define internal CSM and customer onboarding process and milestones.

•Lead, coach and manage a team of Customer Success Managers

•Lead Customer Success software evaluation, configuration, and implementation increasing operational efficiencies by 27% in one quarter.

•Lead cross-functional initiatives to reduce support costs resulting in an overall 25% savings.

•Design and implement customer segmentation strategy.

•Collaborate with regional sales leaders and account managers to ensure optimal partnership between the teams.

•Build joint plans with identified objectives, stakeholders, milestones, risks, and metrics needed to achieve their goals.

•Analyze usage, configuration, and revenue, and identify product adoption opportunities.

•Manage the QBR process and help refine the approach.

•Analyze customer feedback and identify areas for improvement.

•Identify opportunities for customer engagement and upsell/cross-sell initiatives.

•Monitor customer satisfaction levels and take appropriate action.

Director Customer Success

Sikka Software

Jun 2020 – Dec 2021

San Jose, CA

Plan and manage transition of international Customer Support team to a Customer Success team.

Establish corporate and team performance metrics and compensation models.

Drive customer engagement to meet product targets.

Build relationships with key contacts and act as escalation point for customers to ensure proper issue/request.

Manage Annual Recurring Revenue (ARR) exceeding $5M+.

Drive cross sell and up sell initiatives.

Design and manage implementation of CRM to support Lead to Cash operations.

Build joint plans with identified objectives, stakeholders, milestones, and risks.

Collaborate with regional sales leaders and account managers to ensure optimal partnership between the teams.

Manage the QBR process and help refine the approach.

Monitor customer satisfaction levels and take appropriate action.

Enterprise Customer Success Manager

Looker

Jul 2018 – Sept 2019

Santa Cruz, CA

Increase book of business from $2.1M to $3.2M within 12 months.

Drive customer engagement to meet product targets.

Develop a trusted advisor relationship with customer stakeholders and executives.

Collaborate with regional sales leaders and account managers to ensure optimal partnership between the teams.

Analyze usage, configuration, and revenue, and identify product adoption opportunities.

Produce external facing content including pitch decks, thought leadership content, customer stories, webinars, data sheets, digital assets.

Work closely with cross-functional teams to translate business needs and product requirements into new solutions for customers.

Act as an internal advocate for customer needs, requirements, and feature requests across product, internal support, engineering, and Sales.

Manage the QBR process and help refine the approach.

Director Professional Services

Cricket Consulting, LLC

Jan 2013 - Jun 2018

Portland, OR

Consult with start-ups to create Operations Center of Excellence.

Identify, negotiate, and close professional services engagements.

Build relationships with key contacts and act as escalation point for customers.

Participate in customer events and conferences.

Design and manage delivery enterprise data architecture and Business Intelligence environments.

Analyze usage, configuration, and revenue to identify business growth opportunities.

Define and support complex Key Performance Indicators (KPI's) to measure success of strategic initiatives.

Technical project management (Waterfall, Agile/SCRUM).

Manager

Accenture

Nov 2006 - Dec 2012

Portland, OR

Consult with Fortune 500 clients to develop strategies and tactics to manage web assets and measure the efficacy of those assets to achieve increased ROI. This included, but not limited to, SEO, SEM, messaging, and web traffic analysis.

Managed $7M ARR book of business.

Salesforce Administrator.

Lead, coach and manage a team of Customer Success Managers.

Responsible for business analysis and process improvement recommendations at the enterprise level.

Build relationships with key contacts and act as escalation point for customers to ensure proper issue/request.

Drive customer engagement to meet product targets.

Voice of the customer across the organization to drive improvements, innovation, and evolution.

Analyze usage, configuration, and revenue, and identify product adoption opportunities.

Manage engagements utilizing personnel from multiple geographies (Europe, India, Australia), coordinating activities of multiple design, development and delivery teams with varying project budgets ranging from $250K to $5M.

Design and deliver customer training.

Lead Sales Engineer delivering technical specifications in “C Suite” sales presentations.

Construct native SQL queries (T-SQL, SSIS, PL SQL) and stored procedures to preload data into staging areas for pre-aggregation processing and for adhoc reporting (SSRS).

Construct complex regular expressions to identify objects referenced in code of web pages.

Principal Consultant

Webtrends

May 2005 - Oct 2006

Portland, OR

Consult with Fortune 500 clients to develop strategies and tactics to manage web assets and measure the efficacy of those assets to achieve increased ROI.

Build relationships with key contacts and act as escalation point for customers to ensure proper issue/request.

Responsible for business analysis and process improvement recommendations at the enterprise level.

Design and delivered customer training on-site and remotely.

Manage multi-cultural, multi-continent team of service and delivery personnel. multiple geographically diverse projects ($100K - $2M) simultaneously, building consensus between individuals from varying backgrounds and often with competing agendas. Customers included UPS, TrendMicro, HSBC, Hilton Hotels and Gartner: worldwide leaders in their industry segments.

Collaborate with customers providing expertise in market leading web site and marketing analytics.

Identify and mitigated risk to successful on time and within budget completion of engagements.

Lead pre-sales consulting, sales engineering, project scoping and planning, project management.

Business Intelligence Solutions Architect

Cricket Consulting, LLC

Jan 2002 - April 2005

Portland, OR

Design and manage implementation of complex decision support systems and Business Intelligence solutions using various technologies (Cognos, Business Objects, MS DTS, etc…) for large to mid-sized institutions across various industry sectors including manufacturing, logistics and retail.

Technical Infrastructure Coordinator to establish IT department. Coordinated all facets of establishing IT department including site evaluation and selection, physical infrastructure (electrical, cooling, hardware, etc…), technical infrastructure (software evaluation and recommendation, software implementation and modification), and staffing.

Complex Data Modeling utilizing ER/Win and Embarcadero ER/Studio.

Construct native SQL queries and stored procedures to populate datamarts and data warehouses for complex decision support systems and ad-hoc reporting (SSRS, SSAS).

Design and implement star schema data warehouses based on Oracle Financials Chart of Accounts.

Senior Consultant

DecisionPoint Applications

Sep 1999 - Dec 2001

Portland, OR

Install, configure, and administer software designed to build and maintain data warehouses from major ERP vendors, such as Oracle, Siebel, and PeopleSoft.

Architect data models and ETL processes to support clients’ requirements.

Create project scoping documents identifying project deliverables and length of engagement.

Collaborate with customers and senior executive management to ensure the successful implementation and end user acceptance of corporate wide data warehouses.

Manage multiple, simultaneous implementation efforts, both on site and remotely. Implementation teams were variously comprised of DPA staff, cross-functional customer staff and third-party partner staff. Implementation staffs ranged in size from 8 to 25 depending on length and complexity of engagements.

Develop guidelines, or Best Practices, for both product implementation and product development.

EDUCATION

The University of Texas at Arlington - College of Business

Bachelor of Business Administration, Management Information Systems and Services

1978 - 1982

SKILLS

Business Intelligence • Analytics • Business Analysis • CRM • Salesforce • Catalyst • Custify • Web Analytics • SDLC • Project Management • Business Process Improvement • Consulting • Leadership • Business Strategy • Negotiation • Conflict Resolution • SQL • JSON • SalesForce • Looker • Tableau • Power BI • Data Visualization • Remote meeting technologies • Slack

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