Tracy Shouldice

Tracy Shouldice is a seasoned Customer Experience (CX) professional with an extensive background in technology and customer success. Here's a comprehensive overview of his professional profile:

Professional Background

Current Role:: Director of Customer Success at Trend Micro1

• Joined Trend Micro in March 2020
• Responsible for developing global and regional Customer Success programs
• Helps customers derive optimal value from Trend Micro products and services1

Career Highlights

Key Professional Experiences::

• Director of Industry Analyst Relations and Customer Experience at Trend Micro (September 2018 - February 2020)1
• Senior Advisor at Forrester Research in the Customer Experience Council (October 2010 - April 2012)1
• Held leadership positions at various technology companies including Nortel, Cognos, QNX Software Systems, and Entrust

Professional Expertise

Specialties::

• Customer experience and success
• Industry analyst relations
• High-tech marketing
• Market research and advisory services

Educational Background

Academic Credentials::

• MBA in Marketing from Queen's University
• B.Eng in Electrical/Communications from Carleton University
• Studied at Sir John A. Macdonald High School

Professional Philosophy

Tracy emphasizes a customer-centric approach, believing that by taking care of customers and helping them achieve their desired outcomes, the business will naturally grow. He focuses on understanding customer needs, removing obstacles, and creating value through strategic post-sale engagements.2

Career Span

With over 30 years of experience in technology firms and research & advisory services, Tracy has accumulated:

• 25+ years in high-tech marketing
• 15 years in industry analyst relations
• 4 years of senior-executive client support

Tracy Shouldice is based in Ottawa, Ontario, Canada, and continues to drive customer success strategies at Trend Micro.