Post Job Free


Sign in

Customer Success Software Solutions

Jacksonville, FL, 32256
January 30, 2024

Contact this candidate


**** - *******


Highly accomplished and results-oriented Professional Services and Customer Success Executive. 20+ years of experience managing professional services, customer success, supporting business initiatives, and driving sales/revenue growth. Well-versed in leading high-performing teams in selling SaaS technology products/services and ensuring the on-time delivery of enterprise software solutions to high-value clients. Visionary and strategic leader with expertise in enabling software companies to formulate strategic plans, implement process improvements, attract/retain satisfied customers, and achieve business growth/profitability. Skills

Professional Services Customer Success Customer Support P&L Management Project and Program Management Client Acquisition and Retention Business Process Optimization Performance Management Revenue and Sales Maximization Strategic Planning and Execution Financial Forecasting Financial Budgeting Partner Development and Governance Product Launch and Marketing Data Integration and Analysis Organization and Leadership Development Client Satisfaction Enhancement Business Development Enterprise Software Solutions Software as a Service Negotiation Skills Customer Relationship Management (CRM)

Startup Experience


Joined as consultant #5 with under 100 total employees and only 60 customers. Promoted through the ranks to VP of Professional Services. Helped grow the Services business to over 500 consultants and $100 million in revenue. The company reached $1 billion in revenue in 2015 and was acquired for $5.4 billion. PrecisionHawk

Raleigh’s #1 Startup at the time. Joined as SVP of Services reporting directly to the CEO. Built Services team and processes from inception to a $7 million Services business within 1 year. Mytonomy

The Netflix of healthcare. INC 5000 3 years running, and one of 10 companies selected for Amazon AWS Accelerator program. SVP of Services and Success responsible for Implementation, Customer Success, and Support. Helped land $25M series B and secured largest client in company history for TCV of ~$7M with upsell of an additional $618K within 1 year. Professional Experience

Mytonomy Inc ($25M series B funding in June 2021)

Senior Vice President, Professional Services and Customer Success Provided high-quality, innovative enterprise software solutions to achieve tremendous profitability/growth while attracting and retaining satisfied customers. Significantly reduced time-to-value for key clients by creating a structured, well-defined implementation methodology, including best practice and sample deliverables to enable clients to achieve optimal outcomes. Consistently delivered the successful implementation/adoption of Mytonomy's enterprise software solutions resulting in a real- world return on investment (ROI) to clients, including 7x multiple over 12 months from a single use case Supervised the RFP process for the largest company deal at approximately 7M TCV and a $618K TCV upsell within the first year Monitored and maintained a high Net Promoter Score (NPS) of 72 (on a scale from -100 to 100) with 92% referenceable customers and a customer satisfaction score of 4.76 out of 5 Supported the company in landing $25M series B financing and securing additional capital from investors, emphasizing the development/scaling of business operations to ensure customer satisfaction and, ultimately, the company's growth Presented the company's software solutions/innovation in healthcare technology at prestigious industry conferences like Becker's by connecting with 70+ C-level Health System executives to secure sales/business deals GREGORY P URBAN

Senior Vice President, Professional Services and Customer Success 908-***-**** Jacksonville, FL


2017 - 2018

2015 - 2017

2014 - 2015

2012 - 2013

Professional Experience

Astea International (acquired by IFS October 2019) Senior Vice President, Professional Services and Operations Successfully delivered consistent, predictable outcomes for clients. Achieved the services revenue target of $7.5M inclusive of all project implementation and delivery for a $20M company. Implemented Global Customer Success optimizations, resulting in a 50% increase in backlog conversion into recognized revenue Optimized Customer Support operations, leading to a 30% decrease in resolution times and a 20% reduction in touchpoints Streamlined the field service operations of businesses by rolling out a mobile application for field service management platforms, resulting in a 40% increase in resource management efficiency and a 25% decrease in service request turnaround time Effectively managed the SaaS cloud infrastructure for all clients on Azure, resulting in >99% uptime and 20% cost optimization Championed internal IT operations, ensuring the smooth running of all applications and systems with a 99% system uptime rate PrecisionHawk ($136M total funding through Series E. Acquired April 2023 by Field Group) Senior Vice President, Services and Support

Initiated the data services team and processes from the ground up. Efficiently managing the services portfolio by metrics through revenue, margin, bookings, backlog, utilization, and customer satisfaction. Increased annual run rate from $70K to $7M in revenue for the services business within the first year.

Simplified pricing model and opportunity management process, reducing the time to create quotes and proposals by 80% Connected HW/SW capabilities to value for the customer through packaged service offerings and solutions, resulting in over 2000% services revenue increase

Established a Professional Services Automation application for time and expense tracking, project governance, and metrics tracking and reporting, yielding 20% staffing efficiencies and improving forecasting accuracy by 25% Created a highly effective new Customer Satisfaction Survey process for both Services and Support, achieving >60% response rate and a 40% increase in overall customer satisfaction Improved customer support average first response decreasing time by 4x and average # of responses lowered from ~4 to <2 Vertafore (acquired by Bain Capital and Vista Equity Partners in 2016 for $2.7B) Vice President, Professional Services

Oversaw 150 consultants, trainers, and managers across five teams including Small Agencies, Large Agencies, Carrier and MGAs, Custom Development and Integration, and Service Architects. Substantially enhanced delivery consistency/efficiency by developing and implementing a uniform deployment methodology. Revenues for 2016 exceeded $22.6M. Accomplished a significant reduction in discounts from >50% to <30% by revamping all offerings and price-book packaging Lessened all overruns/givebacks in half by instituting a soft-skills enablement program for all project managers, resulting in a 50% reduction in project delays and a 30% increase in on-time project delivery Launched a newly essential customer satisfaction survey process which resulted in consistently exceeding customer expectations in over 90% of all engagements with a survey return rate of greater than 50% Improved forecast visibility and accuracy by performing backlog cleanup efforts and applying project status process changes Informatica LLC (acquired by Permira and CPPIB in 2015 for $5.4B) Vice President, Professional Services

Led three of five delivery practices as well as the Services Center of Excellence. Direct responsibility for managing 100+ consultants and managers across four teams Expanded delivery areas to include North America Data Integration Services, WW Data Security Group, and WW B2B Services Exceeded financial targets for direct team with over $30.4 million in revenue for 2014 Enabled the Center of Excellence to support excellence in services execution throughout the customer project lifecycle from presales to go-live for the entire Professional Services practice including: Sales Support – created solutions, offerings, and packages for the Sales team to sell Delivery Support – authored the methodology for the delivery teams to achieve on-time and under-budget implementations Enablement and Certification – for the entire WW organization as well as the Global Partner community Cross Functional Communication – liaison to R&D and other business units to ensure efficient operation and timely resolutions Vice President of Data Integration Delivery, Professional Services Directed the overall strategy, execution, and ongoing management of Data Integration Services Delivery in the Americas with 70+ consultants, offshore resources. Ownership of certification and enablement programs globally. Established the resource management office to optimize staffing, resulting in a 20% increase in resource allocation efficiency Partnered with the Project Management Office to ensure adherence to proper project governance and engagement principals, resulting in a 10% increase in on-time project delivery Successfully initiated enablement boot camps/worldwide services kickoff meeting content delivery, in addition to managing certification goals and objectives across all practices, resulting in a 200% increase in certified professionals Organized and supervised all implementation methodology content related to Data Integration product suite, resulting in a 25% improvement in implementation efficiency

Helped the timely delivery of data integration projects for clients by managing and tracking initiatives related to KPIs (go-lives, license referrals, knowledgebase entries) and secured key references from successful delivery at strategic accounts

2010 - 2011

2007 - 2010

2003 - 2007

1999 - 2003

1997 - 1999

1996 - 1997



Professional Experience

East Area Vice President, Professional Services

Outperformed all selling and delivery targets for the East Area which included the Northeast, Southeast, and South Central regions. Responsible for managing the Area P&L while overseeing 3 Regional Managers and 35+ consultants. Heightened business revenue to $18M in 2010 and $19.5M in 2011 with over 100% margin attainment by supervising and guiding a high-performing sales team by referring 36 new opportunities and achieving $1.5M in closed license revenue Managed and monitored team and territory by metrics with custom reports built and distributed through available systems such as OpenAir (formerly QuickArrow), Salesforce, and the Data Warehouse Attained satisfaction ratings of ‘exceeds expectations’ every Q with the highest survey return rate in the Americas Recognized as highest performer in Practice Contribution metrics in 2011 which includes Go Lives, Software Lead Referrals, Services Lead Referrals, Customer Satisfaction rating, and Knowledgebase Contributions Lead PlusOne and Certification initiatives which focused on enhancing both technical and soft skills capabilities Realized 200% of target Partner metrics inclusive of subcontracting revenue/margin, referrals, customer satisfaction Senior Director, Professional Services

Successfully amplified East Area revenues to $14M in 2009 by providing top quality leadership and management. Responsible for driving business growth, overseeing the services delivery to clients, and generating substantial revenue for professional services. Preserved high levels of customer satisfaction by ensuring exceptional services and retaining key customers. Achieved customer satisfaction ratings of 'exceeds expectations' (4+ on a scale of 5) for every quarter as measured by our survey process Formulated a consultant scheduling process to fill functionality gaps in Professional Services Automation (PSA) capabilities and developed a Resource Management Office (RMO) function to improve the Professional Services practice efficiency Built and maintained a forecasting reporting capability that could produce point-in-time Quarterly forecast and tracking of actuals, backlog, and weighted opportunity pipeline in order to improve financial success and operational excellence Director, Professional Services

Offered high-quality professional services to clients. Results included increased customer satisfaction, maximized client retention, fostered positive referrals, and earned repeat business. Accelerated annual revenue growth of over 50% and surpassed annual plan every year Aided the company's overall growth/scalability by increasing annual headcount by over 40% Improved Informatica's reputation and credibility in the market and went beyond customer expectations by reviewing positive feedback from satisfied customers to strengthen the company's brand image and attract potential clients/partners Consistently attained customer satisfaction of 'exceeds expectations' and sustained area utilization >75% every quarter Regional Manager, Professional Services

Responsible for selling and delivery of projects in the Northeast Region while directly managing 12+ consultants. Grew revenue in the Northeast Region from less than $2M to over $4M by selling and delivering successful outcomes for clients Increased region headcount by over 400% by attracting and retaining high quality team members Surpassed all delivery metrics and qualified for President’s club and Super Club every year eligible Senior Consultant, Professional Services

Worked with customers and partners, both on short-term enablement assignments and long-term thought leadership efforts. Promoted best practices while managing project deliverables, timelines and customer expectations. The ultimate mission was to deliver a first-rate client experience and positive brand awareness. Exceeded utilization targets of 75% every Quarter

Qualified for President’s Club every year eligible by achieving over 120% of utilization target Platinum Technology Inc (acquired by Computer Associates) Information Management Consultant

Supplied consulting for Fortune 500 companies in metadata management and client/server repositories using the Platinum Repository Open Enterprise Edition on all supported relational databases. Education

The Wharton School

Technical Services Executive Education Program

James Madison University

Bachelor of Science, Mathematics

Contact this candidate