Customer Manager

CHAD R. PERRY

***.****@*****.*** linkedin.com/in/chadperryresults Phone: 949-***-****

PROCESS-ORIENTED OPERATIONS LEADER

PEOPLE, PROCESS, & DATA-DRIVEN TO DELIVER UNMATCHED CUSTOMER EXPERIENCES TO GROW & SCALE COMPANIES Operational Growth Strategy Customer Experience CSM Implementation Organizational Change Management

M&A Integration Financial Modeling Sales Strategy SaaS Business Development CRM Training DEALERSOCKET, INC. • January 2006 to Present

Leading Provider in automotive CRM, Inventory, DMS, & Website software to independent and franchised dealerships. VICE PRESIDENT – STRATEGIC OPERATIONS • November 2019 to Present

• Partnered in the P&L management for three unique product lines representing 72% of total company revenue

• Responsible for strategic growth initiatives & operational execution of these strategies

• Accompanied Sales, Marketing, R&D, Finance & Operational teams to design & execute company strategies

• Presented functional updates & initiatives to Board of Directors and C-level executives

• Operationalized strategic partnerships to deeply integrate cross-functional excellence & drive additional revenue SENIOR DIRECTOR – VENDOR MANAGEMENT OPERATIONS • February 2018 to November 2019

• Responsible for negotiating with 97+ unique product vendors consisting of $63M in COGS

• Executed savings initiatives of $5.3M+ in annualized COGS for 2019

• Achieved savings of $4.7M in annualized COGS in 2018

• Improved gross margin for Inventory product by 10 percentage points through COGS reduction/pricing strategies

• Built vendor contract structure and workflow processes within Salesforce to improve financial risk management

• Partnered closely with internal legal team to develop internal/external vendor engagement operating procedures SENIOR DIRECTOR – NEW ACCOUNTS OPERATIONS • July 2017 to February 2018

• Achieved 105% monthly average in targeted revenue goals across all four product lines

• Streamlined processes to expedite customer conversion from legacy products

• Developed customer on-boarding processes, improving customer satisfaction score by 25%

• Restructured customer onboarding quality assurance program resulting in a 40% accuracy improvement

• Designed and implemented Post Consultation Specialist (PCS) role reducing customer cancellations by 18% SENIOR DIRECTOR – ACCOUNT MANAGEMENT & DIGITAL OPERATIONS • December 2014 to July 2017

• Led assimilation of implementation and customer success teams from three separate company acquisitions

• Contributed to the design and execution of companywide operational restructure impacting 350 employees

• Created new customer success processes improving Website launch customer satisfaction (CSAT) score by 8%

• Improved customer retention by 6.5% and decreased the number of at-risk customers by an average of 71%

• Designed and implemented an Account Manager Launch Rep model reducing customer cancellations by 37% DIRECTOR, MANAGER, AND CONSULTANT – CUSTOMER SUCCESS • January 2006 to December 2014

• Managed $17M in annual reoccurring revenue with an average yearly retention rate of 91%

• Led team of 130+ employees across US and Canada in consulting, implementation and retention efforts

• Expanded Central US customer base by 50% through strategic partnerships from R&D and Sales Operations

• Personally consulted more than 350+ implementations across the United States and Canada

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