I am a customer service & success executive, web developer, and accessibility expert who thrives on challenges, mentoring teams, and harnessing emerging technologies to innovate products and services, while focusing on enriching the customer experience.
With over 30 years in technology customer success/service and over 20 years in business and higher education web development, I am an expert in customer success strategies and best practices, UX design architecture, and web accessibility.
I have leveraged my extensive background in customer success/support, internet services, CX/UX design architecture, video, CMS/CRM services, and software development, to deliver strong contributions to revenue growth, productivity, profitability, and customer satisfaction for each company I have been engaged with over the past 20 years.
I thrive on challenges and harnessing emerging technologies to innovate products and services, training and directing CS teams, while focusing on optimizing and enriching the customer experience. I am a trusted advisor, articulate communicator, and I am passionate about building and mentoring top-performing customer facing departments.
I am a Customer Support/Success turnaround specialist. Across my last three engagements I have built, trained, mentored, and directed the global customer success/support departments where I turned around customer satisfaction scores from the low 80’s with 2-8% responses rates to a sustained 99.5% CSAT year over year with 20-30% responses rates and turning customers into product advocates resulting in less than 2% churn YOY. The CS departments reporting to me have won 9 Stevie Awards over the past 8 years.
Key contributor in a startup that became the #1 CMS provider for higher education. Developed a customer centric success strategy, recruited and trained highly specialized teams, and implemented best in class tools and playbooks to manage enterprise level global support services.
Defined and deployed an inter-department customer feedback loop program that improved SaaS services quality, tripling self-help content, which reduced support issues by 40% in year one, reducing support overhead while sales increased 30% YOY.
I am San Diego county based and am looking for a local or remote executive role with a creative, customer centric, B2B or B2C technology company as a Vice President or Sr. Director of Customer Support/Success. My target Industries are B2B or B2C software as a service, business services technology, consumer software, e-commerce, and media/video products or services.
Some specific target companies are: Zendesk, Kandji, ViaSat, VidIQ, Vimeo, Apple, and Autodesk.
When your customers’ success is key to your business growth and you need someone to make that a reality, please contact me.
For additional information on my background please review this website, my LinkedIn profile, or simply contact me directly.