Alan Moore Email and Phone Number
The Best Service is No Service!Game changing global customer support and success leader with a proven history of improving operations metrics (NPS, CES, CSAT) and customer experiences while driving value-add strategic relationships resulting in increases to ARR and NRR. Additionally, my journey includes significant experience leading teams at scale to deliver award winning customer experiences and outcomes across the globe.Enthusiastic and creative with a data-driven and process-oriented mindset that has allowed me to assess service and product delivery operations and build out the infrastructure to support technical services and technical account management functions that improve customer retention and satisfaction scores. I have fostered and built effective, trusted relationships with C-Suite executives that have resulted in significant business acquisition results.My reputation as a goal-oriented sales enabler with a servant leader approach to communications, relationship building, and corporate culture has been demonstrated throughout my career.Core Competencies:• Global Customer Support• Global Customer Success Strategy • Technical Account Management• Managed Services (On Premise & Hosted)• Customer Experience• Manufacturing• Six Sigma• Supply Chain• Field Services• Outsourced Services• Contract Negotiations• Knowledge-Centered Service• Customer Success Modernization• Executive Leadership• Federal, State, and Local AgenciesAccomplishments:• Responsible for >$100 million in ARR (Maintenance, Support, and Services), including managed services (exceed 99.999% SA) for several Telco and Cable companies. Drove Services margin to over 40% and Maintenance margin to >95%+ with 100% Renewal rate through proactive services, customer focus, scale and efficiencies.• Award winning customer service leadership including Commonwealth Financial JD Power award for Highest Financial Advisor Satisfaction in 2023, Bottomline’s Global Customer Support Team which won the Gold Stevie® award for Customer Contact Center of the Year for 2021. Also, led the Customer Support team at Amwell, which has been recognized by JD Power Associates as #1 in Customer Satisfaction for Direct-to-Consumer Telehealth Providers in 2020. My journey includes leading strategic advisor relationships with customer executives and colleagues who will often commend my proactive services approach, creative problem solving and ability to anticipate issues before they happen.Always interested in connecting with like-minded professionals and welcome a new connection.
Locus Robotics
View- Website:
- locusrobotics.com
- Employees:
- 481
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Vp, Global Customer Support, Order Management And Field ServicesLocus RoboticsBoston, Ma, Us
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Vp, Global Customer Support And Field ServicesLocus Robotics Jan 2024 - PresentWilmington, Ma, Us
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Advisory Board MemberMinerva Cq Jun 2022 - Jun 2024Sunnyvale, California, UsCollaborative Intelligence (CQ) that empowers your workforce to leverage AI in every conversation to elevate your customer experience and drive better outcomes -
Vice President, Technology Support ServicesCommonwealth Financial Network Mar 2023 - Dec 2023Waltham, Ma, Us -
Head Of Customer Success & OperationsArm Services Jul 2021 - Mar 2023
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Vice President, Global Customer SupportBottomline Technologies Jun 2020 - Jun 2021Portsmouth, Nh, UsAs VP, Global Customer Support, I head the strategic operations for the 200+ staff customer support and contact center teams located across the United States, Europe, India, and Australia. Notable achievements in this role include:• We were recognized with a Gold Stevie Award for Customer Contact Center of the Year in the technologies industry segment of the global business awards.• I led the reconfiguration of the organization, adding Technical Account Managers to align with our Customer Success and Services teams for our largest enterprise customers, driving a 90% increase in ARR.• Orchestrated the adoption of a Knowledge Center Support and modernized portal experience, providing response scripts to common customer issues, supporting agent training and the achievement of improved NPS by 41 points -
Vice President, Customer SupportAmerican Well Apr 2019 - May 2020Boston, Massachusetts, UsDrive the overall strategy, management, and budget responsibility for the 300+ member customer support team (including BPO partners) for a hyper-growing healthcare technology delivering SaaS and onsite endpoint hardware support. Notable achievements in this role include:• I successfully integrated 50+ customer support and operations staff during two significant acquisitions, converting the team to a new technology stack and telephony system.• I led the response to COVID-19 work from home challenges, including resolving technology issues of network connectivity, significantly increased platform demand by 10x within 3 months, and the delivery of video-heavy customer engagements. -
Senior Vice President, Operations And Customer Services / General ManagerMorphotrust Usa™ Jun 2011 - Apr 2019Courbevoie, Ile De France, FrAs SVP, oversaw and directed the 650+ person operations and technical customer success functions for a $600M annual revenue biometric solutions (Hardware, Software, Network, DB and integrations) firm. This role encompassed the customer service function with an extensive team of technical customer support, contact centers, sustaining engineering, and field services. I also controlled system delivery with management of the supply chain, purchasing and manufacturing activities. Notable achievements include:• Developed and launched companywide KPI's that aligned with the company goals and led to a 44% reduction in costs, with proactive / preemptive services we achieve 38% case deflection and drastically improved employee morale, with a double-digit annual revenue growth rate.• Developed strategic C-Level relationships leading to 100% customer retention and RFP win rate for several years, including over $410M in contract awards in 2017.• Led strategic direction and complete overhaul of the customer service technology stack that transformed the organization from break/fix to proactive service delivery model. -
Vice President, Enterprise Customer SuccessAvid Technology Oct 2008 - Jun 2011Burlington, Ma, UsAs VP Enterprise Customer Success, I led customer engagement strategies with Fortune 500 television media firms and oversaw global technical account management functions, as well as multi-channel technical support team. This included advising and developing client visions, clearly defining their desired business outcomes and creating a success plan. Notable achievements include:• Developed and provided strategic direction to Avid's worldwide Technical Account Management team, resulting in a complete transformation from a product led company with poor customer satisfaction, to a customer centric company with the highest customer satisfaction ratings in the industry. -
Director, Global SupportOpenwave Systems, Inc Dec 1998 - Oct 2008Redwood City, Us• Developed and managed the global support and services teams that supported carrier scale voice, video, messaging, and wireless infrastructure applications for telecommunications and broadband providers throughout the world via SaaS, On Premise, and Managed Service solutions (full stack of hardware, software, and network). Customers include: Sprint, At&t, Verizon, Comcast, Time Warner Cable, Cox Communications, Charter Communications, Vodaphone, Telstra, and KDDI. • Developed strategic advisor relationships with executives from all major customers leading to repeatable business, increased services revenues, and >60 NPS scores• Directed the global support team that provided proactive support and ITIL best practice service delivery resulting in customer operational stability and reduced our organizational costs.• Drove the strategy that led to a 3 year / $43.1 million maintenance, support, and services contract with a wireless carrier. The largest in the history of the company.• Increased annual services revenue by more than 300% with an 80% contribution margin over a three year period• Developed and delivered executive level operational reviews to ensure stability for systems delivering > 99.999% service availability with customers exceeding 80 million subscribers at the largest telecom and cable companies around the globe. -
Manager, International SupportEpoch Systems Oct 1994 - Dec 1998 -
Manager, International SupportInterleaf Apr 1987 - Oct 1994Us
Alan Moore Education Details
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Mit Sloan School Of ManagementManagement And Leadership -
D'Amore-Mckim School Of Business At Northeastern UniversityGeneral
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Northeastern UniversityEngineering - Computer Science
Frequently Asked Questions about Alan Moore
What company does Alan Moore work for?
Alan Moore works for Locus Robotics
What is Alan Moore's role at the current company?
Alan Moore's current role is VP, Global Customer Support, Order Management and Field Services.
What schools did Alan Moore attend?
Alan Moore attended Mit Sloan School Of Management, D'amore-Mckim School Of Business At Northeastern University, Northeastern University.
Who are Alan Moore's colleagues?
Alan Moore's colleagues are Suban Ahmed, Stacey Barton, Abigail M., Steve Ypma, Sam Gadebusch, Jarrett Lombardi, Peter Scheerlinck.
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