Vice President, Customer Excellence at CentralSquare Technologies

Dallas, Texas

Reporting to the Chief Customer Officer, I own post sales Customer Success. Leadership of Post Sales Customer Support, Success, NPS, CXI, Customer Lifecycle and global customer satisfaction.•	Customer Support: Lead a support team of 250+. Responsible for optimizing support through technology upgrades, implementing self service strategies, driving scalability and optimization.•	Customer Success: Lead our CSM team engaging with our customers and ensuring we achieve trust, value and return on investment. Continued focus on retention, leads generation, and driving Up-Sell / Cross-Sell. Own 300M in annual retention with 98% retention rate•	Customer Loyalty: Continuously monitor, measure and improve the customer experience. Drive Customer Health, NPS, CSAT, Automation using KCS, GainSight, Service Cloud and metrics, instrumenting the business. Executed an end-to-end customer lifecycle optimization process called Customer Centricity, focused on cross company CPI. The results provide a true understanding of the customer and how to secure and continuously improve the relationship.

CentralSquare Technologies

Vice President, Customer Excellence

- Was the acting CCO, responsible for developing high value post sales success models, measured with clear KPI’s. •	Developed customer success strategy, allowing customer success at scale.  Shift from high touch, to Tech Touch, ensuring the right engagement for each customer segment.•	Two-year technology, training, engagement, KPI/OKR measures, staffing plans and implementation of customer health metrics roadmap, enabling reactive and proactive engagement•	Retooled sales account management driving adoption, retention and expansion strategies

CCO - Consultant

Reporting to the Chief Customer Officer, running the office of the CCO, with ownership of Customer Success and executive escalations. Customer interaction at the C level. Leadership of Post Sales Customer Success, NPS, CXI and global customer satisfaction.•	Fosters relationships with CIO’s and VP’s across the Fortune 500, enhancing contribution to regular briefings with CEO and Presidents/executives across BMC.•	Leveraged surveys and interview sessions to identify and close >30 customer pain points.•	Developed customer health platform, shifting focusing to proactive customer health metrics.•	Manage customer surveys focused on obtaining feedback, resulting in current NPS of +58.•	Adoption, up-sell and cross-sell focus with $84M annual influence revenue.•	Responsible for BMC’s top customers, covering more than $1B in annual revenue

BMC Software, Inc.

Chief Customer Officer, Americas & EMEA, Vice President, Customer Success

Developed the customer success function at BMC. Hired and managed staff of Directors, focused on enterprise implementation success, product adoption, value measurement, and renewal for perpetual and SaaS products. Interfaced with VP and CIO level executives ensuring alignment with their IT enterprise strategy.•	QBR’s with CIO’s showing improved value, adoption and 35% ROI.•	Led engagement of key customers with $500M annual revenue value achieving 98% renewal and 15% increase in spend.•	Authored Up-Sell / Cross-Sell strategies resulting in developed trust relationship with customers.•	Launched monetized Customer Success program for large scale enterprise.•	Established Customer Success KPI’s for BMC’s strategic customers.•	Identified and resolved systemic issues across the corporation improving NPS.

Sr. Director, Customer Success

- Responsible for development and execution of BMC's Cloud, SaaS & Mobile 3rd party products and partner program.•Develop and Manage Cloud, SaaS and Mobile products.•Go-to-market for BMC's Mobile, SaaS partner strategy.•Development and negotiation of large value revenue contracts with 3rd party vendors.•Achieved 10% growth quarter of quarter, driving ~$20M in incremental revenue.

Director, Cloud-SaaS-Mobile

- Developed and launched new SaaS business unit serving SMB enterprises.•Design and execution of marketing, sales, order management, services/onboarding, support and R&D for SaaS offering.•Launch of the SaaS customer for life program focused to deliver >95% retention.•Lead the R&D, quality assurance, product management and technical publications launch including free trials for demand generation.•Spoke to large live and virtual audiences promoting SaaS and cloud initiatives.

Director, SaaS Products

- Own $60M business unit financial objectives and alignment with corporate strategy.- Responsible for global R&D, Product Management, Support for mid-market ITSM products.- Day to day management of India development center- Interaction with sales & marketing to drive business objectives- Management of partner channel strategy driving 70+% indirect revenue- Development of 3rd party relationships to align with product strategy and revenue objectives

General Manager - Director, Product Line

BMC Software Inc. Director of Quality:  2002 – 2006  •Interface frequently with customers, partners and sales staff to drive customer satisfaction during all phases of the sales process.  •Developed plan and implemented the India R&D Center, including, recruiting, hiring, training, organizational structure, communication plans and facilities.•Managed the transition from Waterfall to Agile development process resulting in improved delivery of software products adapted to Cloud and SaaS product releases, resulted in a 35% decrease in development times.•Site Director for the BMC North Dallas office, overseeing all facility issues as well as a focus on office culture.

Director, Quality

- Developed and implemented Filanet complete line of customer support offerings for reseller and ISP sales channels.•Developed and implemented Filanet Hardware Warranty plan including extended warranty.•Developed and achieved commitment for the Customer Services budgets.•Outsource of support enabling 24 x 7 and on site field service solutions.•NOTE: Company is no longer operating.

Filanet, Inc

Director, Technical Support

- Drove >70% increase in customer satisfaction in 12 months.•Launched Extensity’s Service offerings including 24 x 7 support, pricing and rollout.•Implemented customer feedback process including surveys, users groups, and quarterly reviews.  •Managed Support & Services revenue of $23 million with an average gross profit margin of 40+%

Extensity

Sr. Director Customer Services

- Developed and staffed a new quality organization to include employee requirements, job descriptions, roles and responsibilities as well as a realistic budget with goals for cost reduction measures as technical expertise and processes improve.•Defined and achieved organizational and product quality goals.•Developed relationships with outside vendors and internal organizations to decrease bug resolution time.•Developed and implemented the quality processes that include walk through, check point review, final signoff, process deviation, quality plan, test plan, test case & quality metrics.•Defined and implemented a software lifecycle management system.•Implemented a document control system to ensure advancement toward CMM Level III qualification.

Sony

Sr. Manager, Quality, Support & Sustaining Engineering

- Managed the daily operations, including technical support for new employees.•Managed On-Line Services, including CompuServe Forum, Internet Technical Support, WWW development using HTML, as well as BBS.•Hire and train new staff to achieve higher service levels for our customers.•Developed a cross training program for OS/2, Windows NT and Autocad support.•Support of Customers with respect to their P.C._____ILLEGAL_CHAR_SSSTART146ILLEGAL_CHAR_EEEND_____s and compatibles, on the installation of graphic accelerators including memory management, monitor set up and basic training over the phone.•Assist customer with compatibility issues as they install new hardware in their computers.•Managed the daily support of all computers including troubleshooting to the module level and installation of hardware and software.

Hercules Computer Technology

Manager, Technical Support & IT

- Managed the daily operations, including technical support for new employees.•Managed the On-Line Services Department, including start of CompuServe Forum, Internet Technical Support through WWW using HTML, BBS and  AOL.•Directed new projects to improve productivity within the organization such as Fax on demand systems, mentoring programs and team concepts.•Hire and train new staff to achieve higher service levels for our customers.•Designed and implemented a Multi-tier technical support that includes Level 1, 2 and senior level technicians.•Designed tools to level the organization in respect to shifts and days off to ensure proper staffing levels•Support of Customers with respect to their P.C._____ILLEGAL_CHAR_SSSTART146ILLEGAL_CHAR_EEEND_____s and compatibles.

Media Vision

Customer Support Manager

- Developed Apple_____ILLEGAL_CHAR_SSSTART146ILLEGAL_CHAR_EEEND_____s first world wide customer support and service program for product design centers.•Coordinated the support of seed customers from the design phase through production ramp.•Utilizing a major telecommunications carrier established a telephone support program.•Working with a major package carrier established a rapid repair/return capability for new products.•Provided technical phone support, managed technicians for customer unit repair and provided follow up to verify customer satisfaction.

Apple Computer

Manager, Technical Support

- Provided troubleshooting to the module level for all system anomalies and to the component level for all module anomalies.•Working with Component Engineering diagnosed all component anomalies to the silicon level.•Design and implemented efficient test processes for all products in the System and PCB Assembly.•Constructed life test processes and software configurations, including the implementation of failure verification, daily monitoring procedures and verification of product life test MTBF goals. •Implement Statistical Process Controls for all products.•Worked on the design and implementation of the PCB Inspection Guidelines.•Designed and implemented the process by which Apple qualified all new components and modules.

Greg Myers

Greg Myers