Adam Edwards Email and Phone Number
Customer Success Leader | Driving Customer Outcomes | Building Teams, Process & Growth at
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Bamboo Rose
Adam Edwards's Location
Greater Boston, United States, United States
Adam Edwards's Contact Details
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About Adam Edwards
As a passionate customer success leader with over 15 years of experience, I excel in driving customer value, retention, and growth for SaaS companies. My career has been dedicated to building high-performing customer success, post and pre-sales engineering teams that focus on achieving outstanding customer outcomes and driving substantial revenue growth.Throughout my career, I've had the privilege of leading diverse teams and developing innovative solutions that consistently deliver value to enterprise clients. I thrive in dynamic environments and am adept at navigating complex challenges to ensure customer satisfaction and loyalty.In the midst of a sabbatical aimed at personal growth and family support, my expertise in customer success and operational guidance continues to flourish through advisory roles. My strategic contributions to Edwards Educational Consulting have leveraged my deep knowledge in Go-To-Market strategies and operations, enhancing mission-based financial aid policies for independent schools.Specialties:-Enterprise Customer Success Management- Board Presentations- Developing Solutions to Deliver Value- Technology Presentations & Demonstrations- Discovery- Executive Relationships- Building Effective Customer Success, Pre and Post-Sales Engineering Teams- Conflict & Problem Resolution- Hands-On Approach- Startup Experience- Force Management Command of the Sale & MessageI am deeply committed to fostering strong executive relationships and utilizing my consultative sales expertise to drive success. My startup experience has honed my ability to adapt and innovate, ensuring that customer success strategies align with evolving market demands.Let’s connect and explore how we can drive customer success and business growth together.
Adam Edwards's Current Company Details
Bamboo Rose
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Customer Success Leader | Driving Customer Outcomes | Building Teams, Process & Growth
Adam Edwards Work Experience Details
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Vp, Customer ExperienceBamboo Rose Aug 2024 - PresentBoston, Ma, UsWe arm our retail customers with the data and visibility needed to collaborate and drive efficiency from product development to distribution.
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Board AdvisorEdwards Educational Consulting Dec 2019 - Present- Advisor to Edwards Educational Consulting, a strategic management firm that helps private independent schools implement mission based financial aid policies.- Provide GTM and operations support across product, marketing, IT, and service delivery.
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Customer Success Executive Leader (Cco, Vp Of Customer Success) On SabbaticalSabbatical Mar 2022 - Aug 2024San Francisco, California, UsFollowing AppNeta's acquisition by Broadcom in 2022, I took a planned sabbatical to focus on family and personal growth. This career break has allowed me to gain new perspectives and skills that are highly relevant to my professional expertise. Key activities during this period include:- Full-Time Parenting and Volunteer Coaching: Fully engaged in supporting our two sons' athletic pursuits and successfully integrating an adopted teenager into our family, demonstrating commitment, leadership, and adaptability.- Business Operations Support: Leveraged my operations and IT expertise to support my spouse's growing business, contributing to operational scaling and process improvement.- Continued Professional Development: Completed multiple online courses to enhance my customer success and analytical skills, ensuring I remain current with industry trends and practices.- Health and Wellness: Focused on physical recovery and resilience following an unexpected cycling accident, showcasing determination and perseverance.This sabbatical has been a transformative period, equipping me with enriched perspectives and renewed energy. I am now eager to start my next professional chapter as a customer success leader, ready to contribute to the growth and success of a dynamic organization. -
Chief Customer OfficerAppneta Nov 2017 - Feb 2022Boston, Ma, UsRe-joined AppNeta in 2017 as the executive leader of pre-sales engineering, post-sales support & technical account management, customer success (CSM), and ARR retention functions. Highlights from our journey leading to the acquisition by Broadcom Software include:- Increased gross renewal rates 45% in our ideal customer profile by transforming to a customer value centric organization where customer success is a true all-hands responsibility- 92% Enterprise Gross Retention, >100% net dollar retention (115% in FY20)- $259k Average Enterprise ACV, ASP increased 2.3x past 3 years- 85+ Global 2k customers, 4 of top 5 Enterprise Cloud Providers & 3 of top 5 Enterprises by Market Cap- Built pre-sales engineering, technical support, customer success, technical account management, fulfillment and training functions- Created voice of the customer (VoC) program, Customer Advisory Board (CAB), Revenue-generating post sales professional service offering A bit about AppNeta and our mission: AppNeta provides network performance monitoring solution that delivers deep, actionable, end-to-end network performance data from the end-user perspective. With AppNeta’s SaaS-based solution, IT and Network Ops teams at large, distributed enterprises can quickly pinpoint issues that affect network and business-critical cloud application performance, regardless of where they occur. -
Vice President Of Customer SuccessReveneer Mar 2015 - Nov 2017Burlington, Massachusetts, UsJoined founder/CEO as the first operating executive to build and deliver Reveneer's market-leading outbound sales-as-a managed service. As the delivery executive at Reveneer I managed 16 outbound prospecting teams for our customers, powered by 60+ business development reps. My responsibilities include training and coaching sales teams, integrating and maintaining anything sales stack related, developing sales playbooks, redesigning product demonstrations, engineering sales process, running IT to support our customer teams, and anything required to help our customers grow revenue. I also helped build and train 20+ new on-premise outbound teams for our customers. About Reveneer - We specialize in launching and running high performance sales teams for our customers. In 30-45 days we can turn your empty room into a high performing outbound prospecting team. Our sales launch stack includes everything from recruiting to playbook development and training, Salesforce implementation, performance dashboards, even furniture, telecom and IT tools. If you'd rather outsource your BDR team we offer a fully managed service where we hire and manage the team in our Boston area center of excellence. Our revenue engineering teams are hired for your project and our turnover is a fraction of the industry norms. Our teams operate as an extension of your brand - working in your Salesforce instance, adding new leads and developing your ABM contacts for your top of funnel; many of our teams are handling the first and subsequent calls to action (discover, demo, qualification) and closing for clients. -
Sr. Director Of Customer SuccessAppneta Aug 2013 - Feb 2015Boston, Ma, UsWith our successful transition from an enterprise field sales model to an inside-driven SaaS based business, an important customer success opportunity presented. As the first customer success leader I drove the evolution of a 2 person finance function to a 7 person customer success manager (CSM) operation responsible for over renewing $3M+ ACV per quarter. Through segmentation, process and focus we increased annual subscription renewal rates by 19% over 5 quarters and exceeded plan. We were an early adopter of the Gainsight CSM platform and leveraged this along with Net Promoter Score, product usage, and CRM data to drive customer success programming.
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Director Of Systems EngineeringAppneta May 2008 - Aug 2013Boston, Ma, UsAppNeta delivers instant-value network performance management solutions required to drive exceptional application performance across all data center, cloud, remote office and mobile environments. I led Sales Engineering efforts from inception of our SaaS strategy and built a team of 9 Sales Engineers supporting a large inside sales floor delivering 1200+ remote demos per quarter. This included hiring, training, and leading the team from $0 to over $12M in ARR. We overhauled product, team and process to transition from an enterprise software company with a field sales model to a transactional, 100% inside-sales based team. We measured everything, built for scale and saw ASP increase from $1k to $20+k with multiple 6 figure transactions.
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Principal Sales EngineerMotive (Acquired By Alcatel Lucent) Nov 2001 - May 2008• Provided consultative pre-sales and implementation support to the largest broadband operators in North America. This was large-scale (10s of millions of devices & customers per instance) remote device & service management before IoT was a thing.• Bolstered revenues $42 million by exceeding multi-million dollar quotas (ranging from $6 million to $8 million) for 5 consecutive years, including achieving 212% in 2005 and 152% in 2006; selected by C-level decision-makers to join the Presidents Club for each of the 5 years as a result.• Heightened market visibility and enhanced revenue by supporting the first multi-million dollar business development relationship with a key hardware partner.• Recognized for leadership among the company’s senior executives (CEO, CFO and Chief Strategist) and was chosen to deliver a high-level product overview and demonstration at a major investors conference in NY.• Honored with several awards including SE of the year worldwide '05 and '07 for the highest individual bookings; other awards include a Cornerstone Award for demonstrating company goals during customer-facing engagements and an All For One team award for achieving key competitive wins. -
Sr. Systems Engineer & Se ManagerEpicon (Acquired By Nortel) 1999 - 2001Epicon was a software startup providing ISPs and large enterprises with innovative solutions to virtualize Windows based applications and stream them over the Internet. Selected Contributions:• Played a key role in transforming this $4 million, 45-person software startup into a key acquisition for Nortel, valued at over $275 million in cash and stock.• Worked closely with the CEO and CTO and participated proactively in high-level sales calls to C-level decision-makers; supported the exit strategy initiatives (company principals were pursuing acquisition).• Accelerated sales processes by enabling sales executives to deliver their own initial demonstrations to customers via the use of an automated demonstration presentation and script.• Replaced antiquated manual product pitches for sales by creating an automation tool (‘Chalktalk’ presentation), which also maximized the quality and efficiency of sales processes.
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Team Sergeant & Information Management NcoUs Army Reserve, 443 Ca Bn May 1993 - May 1999Arlington, Virginia, UsArmy Reservist specializing in Civil Affairs. If the US Military had its version of the Peace Corps, this is it. Serving under Special Operations Command (USASOC), we trained and operated to handle large-scale displaced civilian operations, military-civilian cooperation, nation-building, and winning hearts/minds. Developed natural disaster response plan for rural communitiesDeployed to Bosnia & Croatia as part of NATO's peace implementation force (IFOR) in 1996. Coordinated military & OSCE poling station assessment and protection in support of September 1996 federal election -
Sr. Desktop EngineerBeth Israel Deaconess Medical Center 1998 - 1999Boston, Ma, UsBIDMC is a leading Boston-area research, teaching and primary care medical facility with 5000 employees; the organization acts as major teaching arm for Harvard Medical School.Selected Contributions:• Slashed the time to replace and configure OS and application (image) from 30 minutes down to 10 minutes.• Streamlined methodologies to facilitate deployment of Windows applications to over 4000 desktops in 1 day with minimal user impact• Delivered top production website support to achieve over 99% uptime for clinical applications used for patient care.• Saved the company $100,000 by proposing the strategy to review best-of-breed PC and display components in the market together with suppliers to discover the best combination of price and performance, in full alignment with the needs of clinicians. -
Senior Systems Analyst, Information ServicesNew England Financial (Metlife) 1997 - 1998New York, Ny, UsNEF is a 160-year old insurance and investment firm associated with MetLife. • Ensured continuous day-to-day IT operations and managed desktop and server configuration teams serving as the Lead IT Analyst.• Minimized the time for onsite upgrades from over 2 hours down to 25 minutes by introducing key concepts in automation to streamline business processes and leveraging proven Microsoft expertise.• Enabled cross-functional groups to standardize new PC hardware and software loads, which proved beneficial in reducing new systems costs by 10%.• Acknowledged by the group VP for contributing to the significant reduction of internal costs, while supporting the group’s efforts in attaining profitability. -
Senior Support AnalystEastman Kodak 1996 - 1997Rochester, New York, Us
Adam Edwards Skills
Cloud Computing
Enterprise Software
Strategy
Start Ups
Saas
Management
Cross Functional Team Leadership
Data Center
Leadership
Salesforce.com
Telecommunications
Business Development
Solution Selling
Sales Operations
Sales Process
Sales
Crm
Product Management
Team Building
Virtualization
Enterprise Architecture
Sales Presentations
Salesforce.com Administration
Outreach.io
Inside Sales
Internet Protocol Suite
Product Demonstration
Kpi Dashboards
Adam Edwards Education Details
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University Of RochesterMechanical Engineering -
U. S. Army J.F.K. Special Warfare CenterCivil Affairs Specialist
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GhsDiploma
Frequently Asked Questions about Adam Edwards
What company does Adam Edwards work for?
Adam Edwards works for Bamboo Rose
What is Adam Edwards's role at the current company?
Adam Edwards's current role is Customer Success Leader | Driving Customer Outcomes | Building Teams, Process & Growth.
What is Adam Edwards's email address?
Adam Edwards's email address is ae****@****eta.com
What schools did Adam Edwards attend?
Adam Edwards attended University Of Rochester, U. S. Army J.f.k. Special Warfare Center, Ghs.
What are some of Adam Edwards's interests?
Adam Edwards has interest in Gardening, Electronics, Home Improvement, Travel, Home Decoration.
What skills is Adam Edwards known for?
Adam Edwards has skills like Cloud Computing, Enterprise Software, Strategy, Start Ups, Saas, Management, Cross Functional Team Leadership, Data Center, Leadership, Salesforce.com, Telecommunications, Business Development.
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