Customer success leader

Phil Nguyen, SCPM

Email: ************@****.************.*** LinkedIn: www.linkedin.com/in/philiptnguyen Mobile: +1-415-***-**** Driven leader with international experience and proven track record of developing organizations and programs. Experienced in developing relationships. Skillful practitioner as well a leader in customer success, customer advocacy, marketing, operations, and strategy. Detail oriented with an aptitude to see projects from concept through execution. Core competencies:

• Customer Success • Training

• Strategy, planning and operations • Customer Advocacy

• Building relationships • Program/project management

• Community development • Audience/developer marketing PROFESSIONAL EXPERIENCE

PTN Enterprises, Consulting Services, Valencia, Spain 2017-Current Owner, Management Consulting and Customer Success/Customer Advocacy Consulting

● Provide management consulting specializing in customer success, marketing, strategy, and operations

● Plan and execute on strategy, operating plan, and key strategic priorities

● Focus on providing business value and outcomes

Tiny (formerly Ephox), Palo Alto, CA 2016-2017

Senior Director, Head of Customer Success and Customer Advocacy

● Designed, developed, and built world class Customer Success organization by hiring, developing processes & frameworks, creating tools, and implementing best practices

● Responsible for revenue retention and churn reduction, with emphasis on customer onboarding, adoption, training, and business value realization and outcomes

● Drove Customer Success KPIs and dashboards to measure customer and organization health

● Formulated and executed customer success strategy resulting in 30% revenue growth through cross-sell and upsell

● Directed Ephox’s open source community of developers and technical audience to drive engagement and influence

● Directly managed strategic and high priority accounts and partners in negotiation and relationships Bluescape Software, San Carlos, CA 2014-2016

Head of Customer Experience and Customer Success

● Led and built high-performing team consisting of customer success managers, community manager, training manager, operations, and program manager. Hire, train, and mentor obtain full potential of team

● Motivated team to on-board, train, adopt, renew, upsell and cross-sell to clients with 100% retention rate

● Maintained high health score by utilizing customer usage metrics to assess customer and community health

● Developed training and education programs that enhance customer adoption and on boarding. Deliver best practices and strategic plans so customers gain business value with Bluescape

● Built, launch, develop, and grow support community that includes self-service Q&A, training videos, knowledge articles, and training modules which increased customer engagement by 20% M/M

● Managed customer marketing programs: Meetups, webinars, workshops, NPS surveys, and “BlueStars” (customer advocacy) that increases advocacy and loyalty

● Drove Voice of the Customer insights and research program Hewlett-Packard, Palo Alto, CA 2011-2014

Director Strategy, Planning and Operations (Chief of Staff), 2013-2014

● Act as COO of Experience Marketing organization. Manage strategy, planning, budget, FTE management, program management, communications, program management, special projects, workforce planning, and leadership

● Coordination of activities, resources, and information to drive priorities and initiatives of marketing organization Online Community Director, Software Audience Marketing, 2011-2013

● Launched HP Software online IT Expert community (hp.com/go/swcommunity). Integrated all social media and online assets into one centralized online and real-world community

● Managed campaign engagement and activity such as product download, articles, webinars as well as social networks

(likes, comments, tweets, re-tweets, mentions, posts, page views). Increased engagement over 150% and increased membership over 50% in 1st year. Community averaged ~300K unique visitors monthly Phil Nguyen, SCPM

● Fostered and nurture community spirit through online/in person events, hack-a-thons, user group meetings, Meetups, and conferences. Established 4 out of 5 rating in customer satisfaction

● Drove all content in the IT Expert Community. Content includes monthly newsletter, digital marketing content, blogs, social media, guides, and video catering to technical audience Cisco Systems, San Jose, CA 2008-2011

Strategy and Operations Cloud Computing Practice, Advanced Services, 2008-2011

● Drove operational excellence by collaborating with other organizations within Cisco to ensure integrated planning and execution, including fiscal year planning, long-range planning, budget, and investment resulting in 300% year- over-year growth over the past four years in Cloud Practice

● Managed quarterly operations review and investment review. Reported state of the business, pipeline, accomplishments, key deals, and strategic next steps to Senior VP of Data Center/Cloud Practice

● Gather customer data and requirements to synthesize business cases for new products, target markets, and technologies. Launched 3 new service products per quarter Telestic Inc., Beverly Hills, CA

Vice President Business Development/Marketing 2007

● Established vision, strategy, marketing and sales opportunities for Telestic’s web 2.0 technology platform

● Identified market trends and created entry strategy for critical market segments

● Collaborated with sales, product management and marketing to create sales tools, generate product pipeline (develop go-to-market programs, support industry events, and maintain customer references), launch product into market, and manage outbound communication

BEA Systems (Acquired by Oracle), San Francisco, CA 2004 - 2007 Senior Marketing Program Manager, Developer Marketing, 2006 - 2007

● Owned strategy, analytics, infrastructure, program development, user experience and project management for Developer Community (dev2dev)

● Hosted developer events, user groups, and conference planning. User groups grew from 10 to 30 globally and BEAWorld (annual conference) attendance increased 25% year over year

● Utilized cutting edge Web 2.0 technologies and social media to maintain and build the online developer community with search engine optimization, online marketing programs, discussion boards, creating and consuming new content types: websites, blogs, podcasts, wikis: membership increased by 30% Y/Y Marketing Program Manager, 2004 - 2006

● Managed cross-functional teams to develop unprecedented e-commerce store at BEA with annual revenues of $10M

● Provided web metrics to pin point weaknesses, strengths, target audiences and market segments

● Led acquisition team in integration of acquired companies which included business processes, website redesign and rebranding, business functionality, infrastructure, and vendor relations Silicon Valley Bank, Santa Clara, CA

Project Manager/Business Analyst, Information Systems Group 2001 – 2003

● Managed SVB Securities System Replacement Project utilizing Charles River Trading System, Advent Axys Portfolio Management, and Banc of America Securities back office services, resulting in increase of order volume by 10x while reducing trade errors to less than 1%

● Implemented electronic bill pay system, which increased 25% of new members and $30M in deposits Cambridge Technology Partners, San Francisco, CA

Senior Consultant, Financial Services Group 1999 – 2001

● Provided business solutions for custom software development, software package evaluations, and merger integration

● Implemented and evaluated trade order management, portfolio management, and settlement applications EDUCATION

NORTHWESTERN UNIVERSITY, Evanston, Illinois

Master of Science in Systems, Strategy, and Management: Magna cum laude UNIVERSITY OF CALIFORNIA, SANTA BARBARA, Santa Barbara, California Bachelor of Arts in Political Science

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