Saint Louis University

Director, Sales Engineering - US South

Trend Micro

Director of Product Marketing

Director of Customer Success

Director of Sales Engineering - US South

I directed the Central and South East Technical Account Management teams supporting cloud security and threat management solutions. 
• Responsible for developing teams that deliver proactive and reactive support services to Trend Micro’s largest enterprise customers. 
• Partnered with sales account management at the pre and post sales level in direct client dialog to ensure client satisfaction, maintenance of the existing revenue stream and to expand the footprint of Trend Micro’s premium support services. 
• Regional accountability for leading technical escalations, renewal activity, workflow and metric management, trial account conversion, lead referrals, hiring, and providing client feedback to product management on feature requests and product deficiencies.

Director, Premium Support - Central & South East United States

After the acquisition of Mobile Armor by Trend Micro in February 2011, I served as the chair of the security committee responsible for quarterly oversight meetings with the Committee on Foreign Investment in the United States. 
• Led the integration of Mobile Armor support, professional services and client training programs with established Trend Micro processes. 
• Responsible for integrating the Mobile Armor R&D project plan and aligning delivery of rebranded and integrated product with other Trend Micro product lines. 
• Designed and delivered an internal, global, encryption community portal with the goal of increasing cross-functional collaboration, sharing best practice, how to and troubleshooting information.

Director, Customer Support

Directed strategic product roadmap for the Enterprise Encryption suite.  Managed partner relationships, directed customer support, reviewed development design requirements and quality assurance timelines.

Mobile Armor

VP Product Management and Customer Support

• Led field service, support and sales activities related to client retention. Facilitated delivery of solutions for critical client pain items requiring immediate product remediation. 
• Improved internal CRM processes and established product performance dashboards instrumental in highlighting required enhancements and defects targeted for future delivery.  
• Established a 3-day professional client-training program returning a 45% margin after expenses. 
• Established virtual training environment with New Horizons at no out of pocket cost to the company and at a price point that continues to deliver greater than 30% margin after expenses.  
• Piloted a first level support outsourcing program and achieved a cost savings over $12,000 per month vs. staffing and managing internally.
• Developed and implemented an online help and knowledge base improving real-time client access to best practice, detailed how-to and troubleshooting information. 
• Developed sales materials, technical demo and client deployment guides for the launch of a new encrypted USB product line.

Director of Customer Service

Directed project management and internal training teams responsible for launching support of new products into Reuters Customer Service center. Responsibilities included:
• Developed and delivered content for management training on interviewing, leadership development and performance management. 
• Recruited, developed and managed a team of project managers who successfully delivered 90+ initiatives in an 18 month period. 
• Directed the launch of new products to match current and future capabilities of the Americas Support Center. Ensured global alignment for international products to deliver a consistent client experience. 
• Shared best practice recommendations with peers in EMEA & ASIA. Designed and deployed a global project management portal featuring status reporting and risk management.

Reuters

Director of Change Management & Training - Customer Support

• Owned definition and documentation of business requirements for computer telephony integration (CTI) with our CRM system to provide improved client handling experience.
• Led customer support focus groups through vetting processes around support of new products and championed delivery of required process, systems and training requirements prior to launch.

Project Manager - Customer Service

• Designed and implemented the global communications, training and change management plan for Reuters Finance Shared Service Transformation program.
• Managed face to face and virtual team members through a range of personally challenging, detailed and aggressively time-bound deliverables.
• Created stakeholder updates, staff and customer impact communications packages.
• Designed and deployed global staff morale and customer satisfaction surveys. Shared best-practice recommendations with finance, HR, customer support and operations.

Change and Communications Manager; Shared Services

• Managed a team of project managers focusing on AP and AR process improvements.
• Mentored 50+ staff in “The Art of Giving Quality Service”. Directed coaching and staff workshops. Measurable customer satisfaction ratings increased by over 20% in 2 years time. 
• Designed and implemented processes for a regional customer relationship management system that was adopted by ASIA and EMEA colleagues.

Customer Service & Process Improvement Manager; Finance Business Services

Owned brand management, external communications and advertising program management.  
• Directed the revision and implementation strategy for bridge.com.
• Pioneered the production of CD-ROM and web based interactive sales pieces.
• Developed sports marketing, TV, print advertising and hospitality programs.

Bridge Information Systems

Director of Internet Marketing

• Promoted product line at tradeshows and with sales staff.
• Identified authors and negotiated contracts for existing product line worth over $1.5M in yearly revenue.
• Directed market research, planning and product development required to sign an author team to a new textbook of pediatrics projected for $2M in life-of-edition sales.
• Liaison with manufacturing, production and marketing to streamline costs while increasing margin on assigned titles.

Mosby

Acquisitions Editor

Worked with author teams on manuscript preparation, to art programs and in the development of pedagogical features.
• Proposed, designed and developed Mosby’s first web-based professional community. 
• Facilitated production of ancillary products including instructor test banks and student guides to coincide with the publication date of core texts.

Developmental Editor Allied Health Division 1997-1998; College Division 1994-1996

Basic project management around support of text production.

Brian Morovitz