Alain Stephan Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

Senior Vice President, Analytics Services, Innovation and Growth--Inventor of DialogAnalytics Pro, DialogTech’s flagship conversation intelligence product, launched February 2018--DA Pro’s revolutionary approach to voice analytics results in turnkey deployments and 90%+ accuracy --DA Pro grew 31% quarterly and contributed over 27% of total company revenue in only three years--Designed the end-to-end delivery of DialogAnalytics Pro as a “whole product” solution, packaging call scoring with delivery mechanisms that enable action via interactive dashboards, scheduled reports, real-time alerts, integrations, and consultative onboarding and support--Named among "AI Marketing Who's Who" by MarketMuse Senior Vice President, Customer--Responsible for all customer operations, including Customer Success, Customer Support, Pre-Sales Consulting, and Professional Services--Led the transformation from SMB-focused account management to enterprise-grade customer success, developing new engagement models, installing new project management disciplines to improve onboarding, and investing in tools and training for customer success managers--Achieved net revenue retention of 124% for enterprise base customers--Championed a new pod structure in Customer Support to reduce case time-to-resolution, improve knowledge sharing, increase collaboration, and expedite employee onboarding and ramp-up--Improved customer satisfaction from 86% to 96% between Q4 2015 and Q1 2017

--Responsible for global strategies across Verint's entire portfolio of high-growth customer analytics solutions and services, including speech analytics, text analytics, enterprise feedback management surveys, customer journey analytics, and advanced cross-channel and predictive customer analytics.--Developed and drove long-term global strategies including organic and acquisition-based growth, go-to-market, partnerships, marketing, product roadmap, and service and support strategies--Led annual business operating planning across all global regions, achieving 20% YoY bookings growth--Led a matrix global team including marketing, product management, partnerships, and regional field operations--Provided executive sponsorship on multiple complex, global enterprise accounts, selling to the C-Suite and executive management teams--Acted as the Verint thought leader in Customer Analytics and Customer Experience to support marketing, analyst, and public relations activities

Greater Chicago Area

--Responsible for client service delivery and data analytics across Mattersight's entire subscription client base, delivering Customer Experience and Operational insights to contact center clients in customer service, sales, collections, recruiting, and education.--Direct management and oversight of several divisions during tenure, including Customer Success and Account Management, Business Analysis and Consulting, Predictive Analytics and Insights, Business Intelligence, Product Management, SaaS Service Delivery, Release Management, and Linguistics.--Responsible for nearly 30,000 SaaS users (contact center agents) in subscription, capturing, analyzing and interpreting over 350 terabytes of interaction data daily--Grew subscription backlog by 78% in under 2 years through focus on data-driven customer success--Led migration to a Continuous Delivery model, resulting in a 17% reduction in subscription support costs--Built the Insights & Data Science team from the ground-up, developing, marketing, and deploying data product innovations and predictive analytics solutions--Led product strategy, development, marketing, and delivery for market-leading innovative solutions, including Speech Analytics, Behavioral Analytics, Agent Performance Management, Desktop (back office) Analytics, Collections Analytics, Fraud and Voice Biometrics, First Contact Resolution Analytics, Advanced Supervisor Analytics, Customer Experience Analytics, Sales Analytics, Student Enrollment Analytics, New Hire Recruiting Analytics, Predictive Behavioral Routing, Predictive CSAT, Predictive NPS, Predictive Customer Churn

Expense Reduction Analysts is an international organization with over 700 cost containment specialists operating in 25 countries across the globe serving over 6,000 clients. ERA’s international headquarters are in London, England, with North American operations based out of Carlsbad, California. ERA has over 100 professionals covering every major market in the continental U.S., reviewing hundreds of millions of dollars in client expenditure annually, and achieving an average cost savings of 20% per project.

Web design and development; project management; market research; multi-channel finance applications

Master Of Business Administration (M.B.A.) With Honors, Marketing, Finance, General Management

Activities and Societies: Beta Gamma Sigma, Marketing Group, Giving Something Back, Corporate Management & Strategy Group

Bachelor Of Science - Bs, Cum Laude, Finance, Marketing Research