Sales Customer

ROGER MANSON - adeetm@r.postjobfree.com Livermore, California 925-***-****

SUMMARY

Senior Customer Success & Support executive with over 15 years of global leadership spearheading software implementations, user acceptance, expansion, and renewal of SaaS solutions within Healthcare, Financial, Technology, Commercial, Education, and Government entities.

Effective management experience built upon excellent communication and team-building engagement. Skilled at managing multigenerational and multicultural workforces.

My experience includes:

●Executive experience managing customer projects & accounts in the Americas, EMEA, and APAC

●Scale and manage teams located in the US, Great Britain, Ireland, Australia, and Pakistan

●Define Customer Lifecycle process for improving customer retention and revenue expansion

●Team with internal staff & third-party partners on the design and delivery of Enterprise SaaS solutions

●Cross-functional experience working with Sales, Marketing, Product, DevOps, and Engineering teams

●Drive Executive Sponsor, Voice of the Customer (VOC), and Quarterly Business Review programs

●Establish weekly Bug & Product reviews with input to sprints, product releases & roadmap

●Direct the implementation, branding, & support of 11 million SaaS mailbox users

●Lead global Customer Success & Technical Account Managers achieving $30M in ARR

●Partner with Sales growing revenue from $10M to $140M and client expansion by 38%

●Implement a Self Service solution process & website - reducing implementation times by 25%

●Co-design a Help Center Portal reducing 3,500+ monthly reported issues by 35%

●Lead global Customer Success & Technical Account Managers achieving $30M in ARR

●Drive KPI metrics for achieving 78 NPS, 96% CSAT, 97% Renewal, and 98% SLA ratings

CAREER EXPERIENCE

DTEN 2/2020 to Present

Head of Customer Success & Support (Consultant)

An important part of the Zoom ecosystem, DTEN is establishing the way teams connect, communicate, and collaborate through digital communications hardware. A fast-growing, global company headquartered in San Jose, DTEN is recognized for innovation, reliability, and affordability in the video conference and interactive communications solutions.

●Establish Customer Success & Support team OKRs for Customer Satisfaction and Team Efficiency

●Partner with Head of Sales on CSM / AE alignment, customer touch-points, and revenue targets

●Strategically monitor account health and identify/remediate problem areas, internally & externally

●Perform Account Reviews with CSMs - Mentor CSMs on their Monthly Call & QBR presentations

●Collaborate with Zoom on writing the HaaS services agreement covering issue escalations & RMAs

●Team with Head of Channels on creating Enterprise Customer and Partner CSM & Support offerings

Advisor / Mentor 1//2019 to Present

Teaming with early-stage and established startup companies for creating and scaling Customer Success & Support organizations, processes, and tools. Work with executive management and individual team members in building value and world-class experience for SMB Tech Touch and Enterprise High Touch SaaS customers.

Paubox 9/2016 to 12/2018

Sr. Director, Customer Success

Define and build cross-functional initiatives with HIPAA compliant email encryption, API integration, Data Loss Prevention, and Email Archiving. Formulate and implement the Customer Success charter for establishing and operationalizing the post-sales customer journey.

●Direct 4 CSMs achieving 78 NPS, 98% CSAT, < 5% Churn, and 264% MRR increases

●Establish QBR program - improving CSAT, user expansion, and renewal revenue

●Reduce the slippage of inbound customers by 8% and decreasing onboard time by 50%

●Define Customer Advocacy and Premium Service & Support programs

Avatier 6/2014 to 6/2016

Sr. Director of Services & Support

Executive leader of the Client Success team providing post-sales account management of Identity and Access Management solutions of Password Management, User Provisioning, and Access Governance for SMB and Enterprise customers.

●Direct a remote CSM team of 8 achieving $2.5M in Service and $10M in Renewals

●Spearhead post-sell processes with discovery, implementation, training, and solution rollout

●Team with Sales to identify solution upsell, on-boarding, and training opportunities

●Partner with Engineering aligning customer priorities for product fixes and enhancements

●Create processes for achieving customer renewals to 97% and CSAT to 96%

●Direct creation and integration of 272 Wiki and 108 How-to Videos into the core application

Twilio 10/2013 to 6/2014

Director of Technical Support

Direct a global organization supporting an API used to build intelligent & complex communications systems enabling phones, VoIP, and messaging to be embedded into web, desktop, and mobile software

●Mentor a global 24/7 team of 24 Support Engineers solving 3,500+ monthly issues

●Achieve 98% SLA and 96% Customer Satisfaction ratings

●Co-design a Zendesk / Help Center Portal achieving a reduction of issue tickets by 35%

●Team with Sales / Channel teams to define an Enterprise and Partner Support Program

●Partner with HR on team mentoring and career development for each team member

xMatters 4/2010 to 10/2013

Director Client Services

Executive team member responsible for the onboarding and supporting client’s SaaS / PaaS and On-Premise Alert Management Solutions for IT and Business Continuity Management

●Lead a team of 10 CSMs achieving $7.7M in On-premise and $18.9M in SaaS revenue

●Account Management responsibility for escalations, customer satisfaction, and renewals

●Orchestrate internal teams solving SMB and Enterprise customer issues and escalations

●Implement daily SCRUMs with Support & Engineering for prioritizing issues and fixes

●Manage On-Premises and SaaS implementations involving Voice, Email, and SMS notifications

●Analyze sales and Customer Success data for implementing new processes and staff modifications

●Present bi-weekly customer metrics and analysis to CEO and executive department heads

Imanami Software 1/2004 to 4/2010

Vice President Client Services & Support

An executive staff member in charge of Quality Assurance, Customer Success, Professional Services and Technical Support – Directing the corporate efforts for releasing and supporting Identity & Group Management and Directory solutions

●Hire and train an offshore 24/7/365 Pakistan team of 21 Support Engineers

●Direct Client Service engineers assigned to implementations and enhancements

●Implement post-sales processes & programs increasing revenue 33% from 2005 to 2008

●Provide leadership to drive usage, adoption, retention and business value for customers

Ginix Payment Solution 7/2003 to 1/2004

Vice President Services

Establish and direct program opportunities to improve customer service and operating efficiencies supporting international B2C Consumers and Merchants performing online payment transactions

●Partner with Sales growing revenue from $10M to $140M and client expansion by 38%

●Establish a Collections Organization for recouping funds from defaulting merchants

Homeland Security / Eclipse Events 10/2001 to 7/2003 Director Operations & Logistics – Independent Contractor

Operations and logistics responsibility for the Birmingham, AL and San Francisco, CA TSA Assessment Centers

●Team with law enforcement and hotel staff on facility conversion and site security

●Submit executive reports to HQ for processing and Government reimbursement

Critical Path / Amplitude Software 8/1997 to 10/2001

Director Client Services – Critical Path

Collaborate with product teams integrating Amplitude web applications with Critical Path’s hosted email/directory solutions. Evaluate program opportunities for improving customer service and operating efficiencies. Unify and mentor an international CSM and Support organization totaling 81 members from 6 corporate acquisitions

●Customer accountability for the branding and support of 11 million hosted mailboxes

●Increase the financial operational performance of the hosted offerings by $2 million

●Define a Client Service & TAM program for support $30 million in ARR

●Establish process & procedures for the implementation and support of web applications

●M&A experience – joining as employee #24 and being acquired by Critical Path in 1999

EDUCATION

Bachelor Science – Information Systems Management University of San Francisco

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