Alan Poole Email & Phone Number

San Jose, California, Us

South Jordan, Ut, Us

Redwood City, Ca, Us

Redwood City, Ca, Us

Customer Success Organization focused on helping customers achieve first value with the product suite. The team was primarily focused on delivering On Boarding Services to customers. Developed the Strategic Cloud Customer Success Offering and establish the Customer Success Team as a trusted advisor and customer advocate. The offering includes:• Cloud Usage and Best Practice Recommendations • Release Management• Roadmap and Product Review• Support ReviewProgram drives increase in renewals achieving reduction in churn YOY. The program has also helped drive upsell opportunities that increase usage and help the customer meet their business outcomes.

IT Consulting Services, specializing in Infrastructure, Disaster Recovery/Business Continuity Planning and delivering IT as a service. Focus areas include Organizational Review and Planning, Job Descriptions, Program Management, CRM and helping to define and align business needs with technology solutions. We utilize ITSM (IT Service Management) principles and ITIL v3 as a model to evaluate, and recommend strategic direction for IT organizations large or small.

Residential services include design consultation, kitchen/bathroom remodeling, tile, stone and wood floors, granite countertops, painting, custom finishes, Venetian plasters, fireplace refinishing and exteriors. Commercial services targeting office building, retail and medical office interiors and finish-outs. Responsible for all back office operations including marketing, sales and accounting. Acted as General Contractor for multi-disciplined projects.• Established business controls for scheduling, resourcing and materials to improve efficiency/ROI• Created Business Continuity Processes for accounting systems and personnel• Expanded market visibility/penetration through website creation/launch and metroplex-wide marketing campaign • Realized 33% revenue increase in 3 months after joining partnership• Success proof point…90% of current business attributed to customer referrals

Mountain View, California, Us

Global Business Division leader for all Customer Care Operation functions including Knowledge Management, Self-Help, Forecasting, Planning and Analytics. Strategic focus on global expansion of Customer Care offerings outside of U.S. through direct and partner channels with 1/3 Year goals of U.K., Singapore and India-based operations.• Launched first cloud offering (QuickBooks Online) in the UK market on-time and under budget. Created offering plan, specified “go-to-market” activities and drove negotiations with in-country counterparts using a highly targeted and customer-insight driven approach. • Campaign exceeded initial targets and expectations with positive ROI in approximately eight months of launch date based on success measures of brand and product awareness, driving traffic to the website, conversions and ultimately – subscriptions to the service.• Leveraged best practices learned from UK campaign in subsequent launches -- in Singapore via an exclusive partnership with SingTel (Asia’s leading communications group) and in India as a phased release with Alpha/Beta market test programs.

Mountain View, California, Us

Accepted new role created by Community Care VP to lead cross-BU team in identification and enablement of operating mechanisms and processes designed to promote rapid adoption of best practices across all of Intuit Customer Care. Facilitated bi-weekly Community Council meetings with Execs on progress of prioritized initiatives. • Launched the Knowledge Management Community of Practice which delivered the KM framework and was subsequently adopted across all of Intuit. Authored business requirements that led to selection of an enterprise wide KM tool.• Project Sponsor for the creation and implementation of new job profiles and a consistent Variable Incentive Compensation plan for all of Intuit’s Customer Care Technical Support employees.• Led Intuit’s Office of The President, an executive escalation service, whose mission is to provide rapid solutions to customer issues and restore confidence in Intuit as a trusted business partner.• Awards: CEO’s group award, Excellence in Leadership award for Outstanding Business Unit, 2009.

Mountain View, California, Us

Leader of Technical Support Service Delivery for Intuit’s professional line of accounting software products – Lacerte, ProSeries and EasyACCT. Manager of managers (10) with oversight of 150+ technical support agents tasked with inbound call, email and web-based channel issue resolution across sites in three states (time zone coverage). Key objectives included seasonal capacity planning/execution, operational precision efforts (to drive continuous improvement) and service excellence activities (to promote customer loyalty).• Member of BU-team selected to spearhead introduction of Toyota Production System (TPS) methodology within the Accounting Professional’s Division of Intuit. Successfully piloted first Care implementation leading to increased first contact resolution, more accurate root cause definition and greater employee engagement. • Directed successful implementation of organization’s first Knowledge Management software (KNOVA).• Managed end-to-end seasonal outsourcer engagements with accountability for Statement of Work (SOW) negotiation, risks/rewards incentives, call center operations, recruiting quality approval, Key Performance Indicators (KPIs) reporting and contingency (DEFCON) planning. • Awards: General Manager’s individual award for Outstanding Leadership of TPS Launch, 2007; Nominated/selected for Fast Path II - Intuit Leadership Training (Continuing commitment by Exec Leadership within corporate leadership pipeline).

Mountain View, California, Us

(Interim Assignment) Selected based on infrastructure expertise to deliver Datacenter Disaster Recovery Roadmap for Intuit enterprise. • Assigned locally-based team to create datacenter disaster recovery set-up, configuration and staging scenarios for testing/evaluation and provide limited redundancy backup for main data center during long-term solution mapping.• Delivered Roadmap in <3 months with shared vision amongst all BU leaders/all locations.• Also responsible for ensuring delivery of team’s primary run-the-business commitment to provide application hosting, development and lab support for implementation of Professional Tax online services.

Mountain View, California, Us

Manager of managers (12) of 100+ member technical team across 6 U.S- based locations with accountability for annual budget ~$20M. Responsible for the systems implementations, day-to-day operations, L2 support and maintenance/monitoring of company-wide Collaborative Applications infrastructure and desktop support including: Email, Instant Messaging, mobile email, collaborative web based file services, file and print, Active Directory and anti-virus. • Drove organizational evolution in development of suite of IT Job Family descriptions to sync roles/talent to enable more effective development of people with focused training in areas determined to produce the greatest business benefit. • Collaborated with Microsoft partners in sharing/trading best practices for leveraging technology in reducing labor costs. Outcomes influenced Intuit corporate decision to outsource Desktop and Help Desk support resulting in significant YOY savings of ~$2M.• Contributor in the development of CIO processes using ITIL framework and PE methodology to effectively respond to customer demand signals for projects, service level improvements, incidents and service requests. • Awards: Nominated/selected by Exec Leadership to attend Fast Path I - Intuit Leadership Training (Intuit’s corporate leadership pipeline)

Mountain View, California, Us

) Significant job scope and accountability change with role defined by corporate site distributed model versus small company centralized model approach. • Re-vitalized infrastructure for Financial Management Group to allow them to capitalize on productivity gains essential to small teams working on slow growth/high margin deals. Targeted desktop, site connectivity and database integration improvements that aided team in cross-selling, up-selling and contributing to a 2-point increase in growth in first 12 months post-implementation.• IT liaison to Financial Management Group for Business Continuity Planning

• Referral-hire based on entrepreneurial IT experience and programming background. • Spearheaded design of an IT infrastructure solution for Computer, Networking, Internet, and Database Admin operations that successfully combined department-specific business needs and long-term growth strategy. • Directed multi-year implementation plan that transformed an existing 100-user Netware LAN environment (with limited/poor system redundancy and fail-over) to a robust, heterogeneous NT/Netware LAN/WAN of 400+ nodes spanning three locations complete with an application hosting environment for Internet products. • Drove operational rigor by establishing roles/responsibilities, standard procedures and security policies that clearly defined tasks and led to improved organizational productivity by a factor of 3x.