Manager Customer

OBJECTIVE

Leverage my extensive experience building and growing Customer Centric (CS, IS, Services) organizations to help technology companies provide innovative and top-tier success to their customers

OVERVIEW

Experienced Customer Service Executive with over 25+ years of experience in Customer Success, Customer Support and IT organizations. In-depth mastery of customer success methodologies and technologies. History of building organizations that consistently provide the highest level of customer success and customer value.

EXPERIENCE

Uniphore

Senior Director, Global Customer Success/Support (10/19-Present)

Responsible for design, creation and execution of Uniphore’s Global Success/Support programs.

Key Responsibilities:

Development and Implementation of support processes and systems providing technical support for all Uniphore customers

Global design and delivery of Uniphore’s Customer Success program focused on:

oConsistent revenue attainment (Renewal/Upsell)

oCustomer VoC program

oEnterprise engagement/communication program (Sales/Product/Support/Marketing/Executive)

oAlliances Success program

oCustomer Advisory Board

oNPS/CSAT Metrics (90%+)

oEnablement/Adoption/Expansion/Renewal journey process

Oracle Corporation – Redwood Shores, CA

Senior Manager, Support Account Management (6/08-10/19)

Developed, implemented and managed program providing proactive account management services to Fortune 100 companies for on-prem and SaaS solutions (CX, HCM, ERP)

Developed and implemented various valuation programs to evaluate and communicate customer health; NPS, Journey Mapping, VOC, Utilization, QBRs, etc.

Managed team of experienced account managers responsible for over $40M in annual support renewals

Work directly with Sales, Consulting and Executive staff to build out comprehensive CX and Customer Success programs utilizing the latest CX/CS methodologies

Work closely with key SI partners providing successful solutions for Oracle customers.

Plumtree Software/BEA Systems – San Francisco, CA

Senior Manager, Support Account Management/CSM (10/02-6/08)

Created strategic customer success organization providing senior level post-sales account management services

Responsible for regional upsell/renewal/onboarding/training for Fortune 100 customers.

Manager Global Customer Support (5/01-10/02)

Created and grew Global Technical Support organization providing 24x7 worldwide support in US, EMEA and APAC

Quokka Sports – San Francisco, CA

Director, Global IT / Technical Project Manager (6/97 – 2/01)

Young and Rubicam, Inc. – San Francisco, CA

Sr. Systems Admin (1/95-5/97)/Client Accountant (8/93-1/95)

SKILLS

Operational Experience

Organizational leadership

Executive level engagement

Customer Service/Success/Experience

Agile/Rapid Development Methodology

Information Systems

Various Customer focused valuation; NPS, Customer Journey Mapping, Customer Effort,

Technical Experience

Oracle CX, ERP, HCM, DB, PPM

Various CRM, Financial, Retail, PoS solutions

Various Telephony/Networking solutions

Various CS tools (Totango, CLM, Gainsight)

EDUCATION

UC Santa Barbara – (1989-1993)

Bachelors Degree in Business Administration/Economics

Accounting Emphasis

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