Alex Turkovic Email and Phone Number
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Customer Success leader known for driving 120%+ NRR and CSM efficacy via digital CX strategies for early to mid stage startups.I bring 17+ years of experience in digital transformation, customer management and post-sales services, and specialize in scalable strategies that enhance customer engagement and satisfaction. 12 of these years were spent in leadership positions with SaaS providers in various industries: eCommerce, workforce management, CRM & IT Asset Management. My teams have managed portfolios of over $250M in scaled accounts and have driven NPS turnarounds with upwards of 50 point swings. Known for a data-driven approach and a customer-centric mindset, I pride myself on bridging the gap between business objectives and customer needs, fostering long-term relationships and loyalty. I am passionate about leveraging technology to create seamless customer experiences and am adept at steering organizations toward sustainable growth and excellence in customer success.I also host a weekly podcast called The Customer Success Podcast, where I explore different aspects of building and maintaining world-class digital customer success experiences with guests who are in-field and executing. My expertise includes customer journey mapping, scaled customer success automation, Gainsight administration, CS operations, and professional services delivery. I am an intuitive leader who thrives on coaching my team members, establishing solid relationships with clients and colleagues, and driving transformational change, innovation, and value creation. I am bilingual (native) in English and German.
Belfry
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Sr. Director, Customer ExperienceBelfry Nov 2024 - PresentNew York, Ny, UsLead all post-sale functions including implementation, support, customer success and renewals.
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FounderThe Digital Customer Success Podcast Apr 2023 - PresentAustin, Tx, UsFounder and host of a weekly podcast, focused on Digital Customer Success for both CS leaders and practitioners. Each week we discuss various topics on how to build and maintain a scaled customer success program to help drive the customer journey and make your CSMs as efficient as possible.• 24% QoQ increase in downloads and views since inception.• Recognized by multiple online publications as a top Customer Success Education Podcast, including Gainsight, Catalyst, CS Collective, Intellum, Custify, FeedSpot & Flowla. -
Director, Global Digital Customer SuccessFlexera Feb 2024 - Nov 2024Itasca, Illinois, UsDeveloped and executed the strategy and tech stack necessary to provide seamless coverage of our smallest customer, including the implementation of a robust churn early warning system by leveraging scorecards and machine learning.• Provide scaled & digital coverage of a ~$250M portfolio of customers.• Improved overall digital customer engagement across the entire lifecycle by 35% via digital engagements, inbound channels, survey responses and community engagement.• Achieved a 26 point increase in NPS over the course of 2023, resulting in improved customer satisfaction and engagement with the brand. Implemented a state-of-the-art customer journey lifecycle tracking and automation system utilizing Gainsight.• TECHNOLOGIES: Gainsight, Pendo, Docebo, Salesforce.com, Cloudshare, Descript, Zapier, Perplexity+++Flexera is a SaaS-based IT management solutions provider enabling enterprises to accelerate digital transformation and multiply the value of their technology investments. Joined as part of the Snow Software acquisition in February 2024. -
Director, Adoption Programs (Digital Customer Success & Customer Education) - Formerly Snow SoftwareFlexera Aug 2021 - Feb 2024Itasca, Illinois, UsOversee Flexera's Digital & Scaled Customer Success and Customer Education functions including teams of scaled CSMs, digital program managers, operations analysts and various learning specialists/designers.
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Vice President, Professional ServicesKell Partners Aug 2020 - Aug 2021Austin, Texas, UsResponsible for company's services strategy, packaging and P&L. This included staffing, developing product offerings, implementing internal and customer-facing tooling, long term strategic planning and the overall customer lifecycle management across a $30M Services P&L. Led a team of 40+ project managers, consultants and developers.TECHNOLOGIES: Salesforce.com, FinancialForce, Confluence+++KELL Partners is a Salesforce.com consulting & development firm focused on providing implementation and managed services to the non profit space. -
Senior Director, Implementation & Training ServicesHotschedules Jul 2017 - Aug 2020Austin, Texas, UsResponsible for providing direction and leadership for 33 direct and skip-level reports in order to deliver exceptional customer experiences for small, medium and enterprise clients in the restaurant and hospitality industry. Ensuring that hectic work life never gets the best of anyone as perpetual "Keeper of the Fun".◦ Oversee all strategic customer-facing training and technical SaaS implementation initiatives, managing an overall services revenue P&L of ~$1.6M annually at a 40% services margin.◦ Coordinated the delivery of more than 8,000 customer services projects into 16,000+ customer locations in 2019 alone.◦ Designed all client-facing training (web-based, face-to-face and self-paced) and technical services packages with an emphasis on revenue and margin growth.◦ Responsible for career & personal development of 33 direct & skip level reports.◦ Utilized change management best practices in executing the merger of HotSchedules, Inc. with Fourth LTD (both acquired by Marlin Equity Partners), announced in mid-2019.◦ Designed and deployed a 'Project Readiness' process to improve handoff of services engagement between sales, sales engineering and services teams.+++Hotschedules is a SaaS based labor and inventory management system serving the hospitality industry, serving over 65,000 customers worldwide. Formerly called HotSchedules - merged with Fourth in 2019. -
Director, Implementation & Training ServicesHotschedules Dec 2015 - Jul 2017Austin, Texas, Us
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Manager - Learning & DevelopmentBigcommerce Jul 2012 - Dec 2015Austin, Texas, UsResponsible for the development and implementation of company-wide training solutions, both internal and client facing. Built a team of highly capable training specialists and program managers to oversee global new hire training, ongoing product/industry training, as well as leadership development programs. Established and managed a client-facing, video-based educational series called Bigcommerce University, reaching 50,000+ clients and supporting them in successfully starting and running their new eCommerce store, leading to increased client satisfaction and retention.+++Bigcommerce is a leading SaaS-based eCommerce platform serving enterprise customers with innovative shopping cart, payment processing, web hosting and marketplace technology. IPO in 2020. -
Board MemberE-Learning Council 2011 - 2015 -
Instructional Design And Program ManagementDell Mar 2007 - Jul 2012Round Rock, Texas, UsDesign and Implementation of training programs globally for Dell indirect and direct consumer sales segments. Job responsibilities included eLearning curriculumn design, project management & vendor management. Developed and managed end-to-end training programs for Retail Account Executives and Sales Management. Developed global training communications strategy. Managed the development of a mobile training app with 400,000 potential end users on Android, Windows, RIM & iOS platforms. Developed new product training curriculum for Dell Consumer Sales division. -
Co-FounderYoung Chefs Academy Mar 2007 - Sep 2011Waco, Texas, UsYoung Chefs Academy is a cooking school for kids ages 3-17. As co-owner, I am responsible for all daily activities involved in running a small business from payroll and accounting to inventory and scheduling. I also teach some of the cooking events at the academy as well. -
Office ManagerDrum Supply House Usa Nov 2004 - Feb 2007
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Assistant Studio SupervisorBerklee College Of Music 2001 - 2003Boston, Massachusetts, Us
Alex Turkovic Skills
Alex Turkovic Education Details
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Berklee College Of MusicMusic Production & Engineering
Frequently Asked Questions about Alex Turkovic
What company does Alex Turkovic work for?
Alex Turkovic works for Belfry
What is Alex Turkovic's role at the current company?
Alex Turkovic's current role is 2023 Top 25 CS Influencer | Customer Success Leader | Podcast Host | Digital Customer Success Obsessed.
What is Alex Turkovic's email address?
Alex Turkovic's email address is al****@****ail.com
What is Alex Turkovic's direct phone number?
Alex Turkovic's direct phone number is +151269*****
What schools did Alex Turkovic attend?
Alex Turkovic attended Berklee College Of Music.
What skills is Alex Turkovic known for?
Alex Turkovic has skills like Training, Management, Instructional Design, Saas, Leadership, E Learning, Project Management, Captivate, Sales, Program Management, Technical Training, Vendor Management.
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