Seasoned Customer Support Leader with 20+ Years Experience

Kevin Scharbach Resume-Page *

Kevin Scharbach

**** **** ****** ** 206-***-**** ***********@*****.*** Marysville, WA 98270 linkedin.com/in/kevin-scharbach/ Professional Summary

Collaborative, innovative, and passionate leader focused on driving strategic Customer & Business initiatives, delivering insights through data, and continually working to drive efficiencies and scale across the organization. I bring 20+ years of experience within the Services, Operations, Program Management, and Technology arenas, delivering leadership and oversight for daily operations as well as business transformation via enterprise-wide applications, tools, and new process development.

Professional Experience

Mindbody, San Luis Obispo, CA

Sr Manager, Onboarding (March 2023 - April 2025)

Leadership of North America SMB and MM Onboarding teams responsible for the setup and training of customers on the Mindbody Wellness platform. In this role I provided leadership and guidance to the Onboarding Managers, Internal Operations team, and Program Management & Oversight responsibilities for our Global BPO partner relationships. In this position I worked closely with leadership across Customer Success, Technical Support, Sales, Finance, Product Development, and Marketing to deliver on our Global Customer Experience (CX) goals and initiatives.

Key Projects and Accomplishments

Streamlined Implementation processes to drive measurable improvements in customer Time to Value (TTV), a key metric in driving customer satisfaction and minimizing churn risk

Leveraged BPO teams to support sales growth and minimize capacity constraints. Activities included contract negotiations, setting of contractual KPI’s, hiring, training, and leadership of Monthly/Quarterly Business Review sessions.

Development of Operational Dashboards along with detailed Reporting & Analytics targeting performance related to Capacity, TTV, CSAT, QA Scores, Churn, and Escalations across Global teams.

Partnered with Product Development teams to create guided how-to workflows within our applications to enhance ongoing customer education and training while minimizing support calls and cases. AGC Biologics, Seattle, WA

IT Director, Global Enterprise Applications (May 2021 - May 2022) Responsible to set departmental strategies and goals, communicate and oversee the execution of departmental plans, deliver on the enterprise application strategy, create and maintain the technology roadmap, ensure the prioritization of code fixes and system enhancements, supervise end-user support and troubleshooting, gather business requirements and propose technology solutions to solve business problems for diverse functional business areas globally. Application management included Microsoft Dynamics AX/D365 ERP, Salesforce, MS O365, Labware

(LIMS), TrackWise (QMS), Blue Mountain Regulatory Asset Management, and Custom Reports. Key Projects and Accomplishments

Global Communications Enterprise Platform (GCEP) Program Launch - Migration to Corporate Domain o Successful migration of all AGC Biologics Employees PC’s & Email o Migration of all Microsoft Teams sites

o Migration of all SharePoint sites

o Migration to the Intune Application for Corporate Mobile Devices

Completed Requirements, Vendor Selection, SOW & Contracting to support migration of existing AX2012 ERP applications to Microsoft D365. This included recruitment and hiring of additional IT resources at select global locations.

Developed/Implemented data migration & archival strategy to support sunsetting of legacy QMS system

Launched global LIMS upgrade initiative, realizing new feature/functionality benefits and driving process standardization across global worksites.

Launched JSOX compliancy initiative at the Copenhagen worksite. Kevin Scharbach Resume-Page 2

Sincro, An Ansira Company, Seattle, WA

VP, Internal Operations (2020 – April 2021)

With the spin-off from CDK, I led the operational efforts across Sincro teams required to separate Sincro’s infrastructure from CDK. In addition to my previous responsibilities, areas of focus included TSA negotiations, IT Applications, Contract Assignment/Transfer, Customer Support, and Real Estate. Key Projects and Accomplishments

Successfully transitioned support teams to new client facing telephony solution, including work force management and call recording

Migrated existing AI BOT services and hardware to new Sincro data center

Transitioned the Product Configuration Management (PCM) and Customer Data processes and tools into Sincro’s new infrastructure

Migrated entire organization to O365 including Outlook, Teams, OneDrive, and SharePoint

Completed the analysis and assignment of over 200 shared contracts/license agreements

As a result of Covid19, led program to move to a predominately remote workforce across all US locations

Program management of real estate initiatives:

o Successfully exited both the Seattle and Detroit office locations o Built out new satellite corporate headquarters in Seattle and Troy CDK Global, Seattle, WA

Sr. Director, Technical Support, Implementation & Internal IT (2018 – 2020) Leadership of IT and Operations teams including Project Management Office (PMO), Salesforce (Sales & Service), Oracle Applications, End User Support, Implementation, and Technical Support. Responsible for setting departmental strategies and goals, communicate and oversee the execution of departmental plans, ensure the prioritization of code fixes and system enhancements, and balance workload of functional and technical direct reports. Key Projects and Accomplishments

Established key relationships with business functions to structure and deliver initiatives. Drove communication and education plans for client groups and teams on changes in processes and practices within cross-functional business units

Implemented Configure/Price/Quote (CPQ) application within our Salesforce and Oracle instances, streamlining the sales and contracting processes

Launched real-time dashboards for tracking contractual SLA’s and KPI’s within each of the OEM channels

Coached and led functional and project teams by challenging them and inspiring them to achieve business and customer results

Multiple custom reports developed to support initiatives across Sales, Marketing, Advertising, and Finance teams

Successful launch of Service Connect (customer facing portal for submission of service requests) CDK Global, Seattle, WA

Director, Client Services (2013 – 2018)

Leadership of client facing Technical Support teams, Salesforce Analytics & Reporting, Project Management Office

(PMO), and Contracts Administration teams. Responsible to set departmental strategies and goals, communicate and oversee the execution of departmental plans, and coordination of Program Launch activities with OEM Clients. Key Projects and Accomplishments

Built out new facility in Detroit, hired/trained new Tier 1 & Tier 2 staff to support new GM program

Implemented Workforce Management to drive increased resource utilization across all US call center locations

Launched new case workflows within Salesforce Service to automate the transition of escalation cases to the Tier 3 support teams, eliminating manual hand-offs, and reducing “time to close” metrics

Hosted Quarterly Business Review meetings with our OEM and large Dealer Group clients, reviewing program deliverables, performance metrics, and planned product roadmap initiatives

Successfully delivered over 40 product/platform feature enhancements via the PMO Kevin Scharbach Resume-Page 3

ADP Dealer Service, Seattle, WA

Director, Implementation and Fulfillment Services (2009 - 2013) Leadership of fulfillment teams responsible for implementing all product & service orders received, from receipt of signed contract to product/service activation. In this role I provided leadership and guidance to the functional managers, and worked closely with leaders across Sales, Support, Legal, Finance, Product Development, and Marketing to ensure we were closely aligned on strategic business initiatives. Key Projects and Accomplishments

Successfully led the roll-out of OEM Website Programs for Hyundai, Nissan, and VW

Launched endorsed website program with General Motors, successfully migrated 4,200 dealer websites to new content and designs

Partnered with Product Development teams to create Master Site design templates, ensuring design consistency and compliance within each of our OEM programs

Implemented an On-Line order system to enhance the order intake process, eliminating hand-offs between Sales Operations and Implementation teams

Implemented Cells within Installation PM and Design teams to streamline processes, increase capacity, and reduce rework. Achieved a 30% reduction in overall lead-time The Cobalt Group, Seattle, WA

Sr. Manager, IT (2005 – 2009)

Responsible for the delivery of the technology roadmap, drive prioritization of code fixes and system enhancements, supervise user support and troubleshooting, and manage workload of functional and technical direct reports. Worked closely with stakeholders across the enterprise to define and document business requirements, develop business processes, perform testing, and deliver high quality solutions for diverse functional business areas across the US and Canada. Hired, trained, developed, and led a 10-person functional team. Key Projects and Accomplishments

Implemented Oracle ERP (OM, INV, AR, AP, GL, SC)

Completed integrations between Oracle and our proprietary Websites Platform to automate order provisioning

Implemented Oracle CRM across our Sales and Technical Support organizations

Developed and implemented integrations between Oracle Order Management and Service Contracts modules to automate the creation of recurring billing schedules within contracts

Implemented usage billing to support Advertising product roll-out

Transitioned our Sales and Services teams from Oracle CRM to Salesforce.com Education

Central Washington University, Ellensburg, Washington B.S. in Business Administration - Concentration: Operations Lean/Six Sigma Blackbelt Certification

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