Asad Bahou Email & Phone Number

Redwood City, CA, US

San Jose, CA, US

• Global leader for Automation Anywhere’s Premium Support portfolio, Technical Account Management and Enterprise Architects.Responsible for:
• P&L, margin attainment
• Billings and recurring revenue attainment
• Service delivery management
• Subscription service customer satisfaction and renewal attainment
• Premium Support offering design, packaging and pricing

Santa Clara, CA, US

• Designed and implemented a global customer success and premium support strategy from the ground up.
• Implemented tiered support offering, established escalation processes and cross functional interlocks with engineering & product management, resulting in 90% top box CSAT scores.
• Implemented both operational guidelines and tools via both Salesforce & Zendesk for the day-to-day operations of the success and support teams.
• Responsible for customer satisfaction, escalation management and SLO attainment.
• Led the staffing and recruiting objectives
• Drove the growth strategy to expand Customer Success and Support footprint to other geographical regions based on growth.

Round Rock, Texas, US

• Led the Global Escalation Engineering team, a $40M business line that produced 20% year-over-year growth. Team of 30+ (Managers and ICs)
• Developed processes, tools, and techniques to enhance customer experience. NPS, CSAT, TTR, Backlog and time to resolutions.
• Reported directly to the GM/SVP of the business unit and worked cross-functionally with the executive staff.
• Initiated accountability through metrics and process driven results on a quarterly basis. Interact and influence key stakeholders at all levels.
• Collaborated and integrate with other cross-functional teams such as QA, Development, Product Management and Sales.
• Developed action plans for impacted customers and manage problems to optimal resolutions.

Colorado Springs, Colorado, US

• Managed 40 Engineers globally that provide 7x24 second and third level technical support and a team of 8 Customer Success Managers based in US, EMEA and APAC.
• Developed and implemented both internal and external global escalation processes to enhance customer experience, retention, adoption, and expansion.
• Created and utilized data metrics to measure productivity, case load and efficiency amongst individuals, teams and GEOs.
• Developed and implemented internal training programs on soft skills and partner engagements to increase customer satisfaction drive important issues to resolutions.
• Participated in senior leadership planning and collaboration sessions.
• Created and delivered support overviews and RCAs to customers.

San Jose, California, US

San Jose, California, US

Palo Alto, CA, US

Executive Education, Communicating Persuasively And Building Trust

Business Administration, Management Information Systems

Mba, Organizational Leadership