VP of Customer Success

DAVID J. MASTERSON

Experienced and Effective C-Suite Executive

561-***-**** ● **********@*****.*** ● www.linkedin.com/in/davemasterson Successful leader with extensive experience in strategy, international business, marketing, franchising, event management, technology, and operations. Builds team-centered, results-driven operating units with exceptional business process and visionary strategy development skills. Excels at all phases of the project lifecycle from feasibility analysis and conceptual design through completion and ongoing support structure. A dynamic public speaker, writer, and trainer who translates complex ideas and concepts to a level understood by non-technical personnel. Enjoys playing an active role in taking a company to the next level. PROFESSIONAL SKILLS

Management, International Business, Marketing, Operations, Leadership, Trade Shows, Franchising, Strategic Planning, Software Development, Technology Research and Development, Communications, Writing, Public Speaking, Training, Event Management PROFESSIONAL EXPERIENCE

Vice President of Customer Success – Care Heroes – West Palm Beach, FL 2019 – Present Drive outcomes and measure effectiveness of customer success. Facilitate user onboarding and support. Deliver on site training and user engagement seminars.

Executive Director – Beachfront Business Enterprises – Palm Beach Gardens, FL 2014 – Present Business growth, efficiency analysis, and implementation services. Marketing, operations, growth, strategic planning, international expansion. Conceptualize and manage events and incentive travel. Area Development Manager - Nerds On Site – London, ONT Canada 2014 – Present Manage South Florida Nerds On Site franchisee discovery and training. Build Nerds On Site clientele and brand awareness. Interact with Nerds On Site worldwide team for marketing, SaaS solutions, website development, cloud solutions, and remote support. Chief Technology Officer – United Franchise Group – West Palm Beach, FL 2004 – 2014 Envision and direct corporate strategy and implement technology initiatives for 1,400 outlet multinational franchise corporation. Hold decision-making authority for all IT systems and development at enterprise level including data, voice, web, security and storage. Responsible for digital brand identity, SEO, and online marketing through web and social channels. Direct research of emerging technologies for corporate entity overseeing six diverse brands - Signarama, EmbroidMe, BillboardConnection, Plan Ahead Events, Transworld Business Advisors and SuperGreen Solutions. Budget and procure technology for use worldwide by franchisees. Manage and oversee corporate IT staff and assets in USA, UK, and Australia. Direct international master franchisees on their country's operational and technology needs.

• Develop corporate marketing rebranding of online media, websites, SEO, SEM, and social channels

• Created e-commerce design and product purchasing website for SIGNARAMA brand. Coupled with locally managed sites for franchise outlets in USA, Canada, Australia

• Developed, deployed, and supported proprietary custom apparel POS system used by 300+ EmbroidMe brand retail locations in the USA and 5 other countries. Devised method to keep system cash flow positive through monthly user subscription fees

• Design and deliver social media strategy for franchisees of six unique brands

• Directed scope and supplier relation for cloud-based POS system for SIGNARAMA brand. Provide legacy methods and procedures to global suppliers as subject matter expert Events Director – United Franchise Group – West Palm Beach, FL 2004 – 2014 Planned and executed all aspects of corporate conferences, franchisee expositions and trade shows. Expert in site selection, theme creation, sponsor and revenue management, travel coordination, speaker selection and event itinerary, trade show and supplier coordination, banquet F&B, website and registration, security, and creating and implementing a budget.

• Successfully managed four profitable global franchisee conventions (3500 attendees) with operating budget of over $1M per event

• Successfully managed five profitable Australian conferences: Melbourne, 2011; Surfer’s Paradise, 2009; Brisbane, 2008; Sydney, 2007; Melbourne, 2005

• Successfully managed five profitable European conferences: Birmingham, 2004; London 2006; Coventry, 2008; Zurich, 2009; Paris, 2010

Director of Communications – United Franchise Group – West Palm Beach, FL 2010 – 2012 Develop and distribute content in multiple formats including written, email, video, intranet, and predictive dialing for distribution to franchise outlets in 6 countries. Restructured communications and marketing departments to foster greater collaboration resulting in improved media distribution.

DAVID J. MASTERSON

Director of Communications – United Franchise Group – West Palm Beach, FL (continued)

• Spearheaded curriculum for new franchisees in monthly core training sessions, including innovative, self-designed First Contact program focusing on goal tracking and field support visits

• Managed franchisee mentor program

• Created ticket tracking procedure for complaint calls to corporate HQ from end user customers, employees of franchise outlets, and franchisees

• Featured guest speaker/panelist, IFA Education Summit, “Communications and Franchising,” April 2011, Nova Southeastern University, Davie, FL

MIS Director - Signarama – West Palm Beach, FL 1993 – 2004 Directed all IT functions of multi-brand franchise company. Designed and administered franchisee business and product support through 19 regional offices worldwide to 600 franchise stores in 21 countries. Led research and development effort for emerging technologies. Selected and evaluated feasibility of software and hardware systems for all new franchise outlets.

• Designed and implemented franchisee management system for CRM, call ticket tracking, royalties, HR and commissions

• Headed the research and development effort responsible for selection and procurement of all new franchisee equipment

• Provided training/education to franchisees as keynote speaker at annual company conference (700 attendees, held each year 1995- 2001), two international conferences (Europe, Australasia, 1999-2001) and 18 corporate training school sessions

• Responsible for creation of media to educate corporate field representatives and franchisees, including articles featured in industry trade publications, newsletter articles, and software documentation EDUCATION

NEW YORK INSTITUTE OF TECHNOLOGY

Bachelor of Science – Computer Science, awarded 1987 Phi Beta Kappa – National Collegiate Honor Society

• NTCIS Certified, #2467

• Microsoft Certified Systems Engineer (MCSE) and Certified Professional + Internet (MCP+I) #1991825

• Novell Certified Network Administrator

PUBLISHED ARTICLES

• “Green Conventions”, Franchise World, June 2008

• “Virus Control, Dodging Spyware Infections,” Franchising World, July 2005

• “Are Instigators Cutting Your Company’s Profitability?” Franchising World, September 2002

• “Digital Printing in the Vinyl World,” Sign Business, July 1996

• “The Great Race Revisited,” Sign Business, November 1997 COMMUNITY INVOLVEMENT

• Palm Beach Roadrunners, Inc. 501 (c)(3) - President, Board of Trustees

• RRCA - Certified Running Coach

• lululemon athletica - Brand Ambassador

• Event Emcee for endurance sports events

• MarathonPacing.com - Pace Group Leader

• Achilles International Certified Athlete Runner Guide

• Boy Scouts of America - Assistant Scoutmaster

• NYSCA - Certified Youth Baseball Coach

INDUSTRY AFFILIATIONS

• International Sign Association (ISA) – Member 2002-2014

• Meeting Professionals International (MPI) – Member 2006-2015

• Consumer Electronics Association (CEA) – Alumni Member since 2004

• International Airlines Travel Agent (IATA) – Member 2007-2014

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