Bill Aker Email & Phone Number

San Francisco, Ca, Us

Develop a holistic Customer Success strategy including account management, support, training and services: * Goal definition: Work with C-level executives to define Customer Success strategic goals and team structures for their products and services (enterprise, mid-market and SMB as well as B2B and B2B2C focus). * Assessment of capabilities: Evaluate current Success, Support, Services and Education programs/methodologies. * Define strategy: Establish key metrics for measuring the organization, renewals, churn, etc. self service, services while keeping costs minimized to deliver maximum value.Create road-map: Develop road map to set up a scaleable Success organization that can grow with the business by leveraging technologies, headcount, self-service, services while keeping costs minimized to: * Work with the respective leadership refining or introducing new processes to drive an increase in overall customer satisfaction with core processes: on-boarding, utilization, support, renewal, churn, field service, etc. to support domestic and global businesses. * Mentor and coach success teams and leaders to work toward the strategic goals while improving day-to-day customer interactions. * Advise on CS technology stacks, i.e. CRM, chat, email, CS platforms (Totango, Strikedeck, Gainsight), knowledge bases, educational content, support, etc.Develop staffing models for Success and support organizations * Provide structure for staffing based on the company need, and growth to provide the coverage needed 24/7, 12/5, etc. in the regions they operated (Americas, APAC, EMEA).

San Francisco, California, Us

Airware is an enterprise drone analytics company offering secure and scalable solutions that enable enterprises to harness and translate aerial data into actionable business insights, across sites, teams, and geographies. At the cross roads of the Internet of Things (IOT), Big Data and SAAS, Airware provides aerial insights drone solutions for insurance, mining, construction, and aggregates. I focused on building and managing from the ground up, a world class team focused on partnering with customers and channel to maximize the value from Airware’s platform and services and provide exceptional customer experiences. • Owned post-sales process for an extremely complex solution, consisting of SAAS platform, applications operating on IOS and Android, and drones (DJI, Sensefly). These processes ranged from proof of concepts, on-boarding/training, scaling operations and expanding usage, through data collection (customer or third party collection), and consumption of the analytics.• Defined and implemented procedures designed to scale customer success and deliver outstanding customer experiences resulting in a strong renewal rate.• Drove the development and implementation of operational metrics to measure customer health, as well as customer success team performance. • Worked with customers and internal partners to elevate the products and services from customized one-off projects to being standardized repeatable. • Created and managed the global services and customer success organization: support, learning and development, customer success, channel enablement, and flight operations, with operations in San Francisco, Paris, and Tokyo. • Enabling a network of transacting dealers in less than 18 months by partnering with sales to provide our channel partners with operational and training materials, technical and sales support, flight, application, and sales training as part of our go to market strategy.

Sonoma, Ca, Us

Avolved is an indoor GPS and Building Occupancy Intelligence Platform, leveraging hardware and software of an IOT platform allowing businesses to know exactly where people are in their offices or in retail where they are and have been. We provide the power and brains to control building systems such as lighting, HVAC and security systems.Working with the Founders to define and implement high level and detail processes for post sales customer organizations, while accounting for key touch points to design, manufacturing, finance, and sales. • Professional Services/Implementation: hardware and software installation, including installer training, software configuration training, through change management and go live.• Customer Support: hardware/software technical support, order management, managing returns, general service.• Customer Success: expansion of customer foot print, account management, voice of the customer, renewals.• Inventory: inventory control, distribution, return processing, recycling/reuse of equipment. • Quality Control: focus on meeting the quality standards and requirements outlined by the design and customer requirements.

Menlo Park, Ca, Us

Joined Skire as the sixteenth employee to enhance the customer focus of the company. Lead my groups from startup, to operating as a profitable business, to a successful exit (sale to Oracle), by focusing on operating efficiently and profitably while maintaining high customer satisfaction. Initially implemented services and support, and then focused on application support, technical (migration/integration) services, and education. Managed the integration of Skire support, education and technical services into the Oracle Primavera Global Business Unit; ensuring that there was minimal impact to the services for our customers.• Developed and implemented corporate strategies resulting in my departments being successful and profitable, demonstrating year on year growth. • Responsible for post implementation customer satisfaction • Architected and implemented three best in class businesses: Application / Customer Support, Technical Services (integration/migration consulting and support), and Education Services.• Directed organizations capable of deploying and supporting a complex enterprise application in either a SaaS or on-premise model.• Established a scalable, repeatable, support model delivering outstanding customer support to large and small corporations, and government. • Established a consulting group for integration, migration and custom development• Developed a comprehensive approach to application training with a focus on profitability and year on year growth.• Built and grew a service organization and managed implementations at organizations such as USPS, City of Fort Worth, Intel, Lawrence Berkley National Lab, MGM Project City Center, and Bank of America.

Miami, Florida, Us

Led the customer support and fulfillment teams and managed the day-to-day relationship with third party vendors.• Responsible for the operational strategies of the company, which included budgetary, cost, and planning for all aspects of fulfillment and support.• Built and ran the Customer Support, Production Art and Vendor Management groups (25% of the company employees), which accounted for all post-sales contact, manufacturing, order management, credit and collections, and supply chain management.• Took the organization from startup to supporting $1MM in monthly sales. • Provided business requirements and implemented for the web store and back end systems including order fulfillment, inventory control, and support software platforms (credit card processing and AP/AR systems, e-mail / call management, and order management.)

A division of USA Networks, Inc., a multimedia company, that ran commerce web sites.Managed the customer support, order fulfillment, EDI, logistics, inventory management functions for the company. • Developed operational, logistical, and support strategies and budgets for a high turn, high volume, business.• Managed all logistical and day-to-day operations including credit card processing, processing credits, freight, inventory, and third party vendors. Responsible for $10 MM in inventory, including obsolete and return goods. Reduced the amount of obsolete inventory warehoused by two-thirds. Instituted procedures to evaluate and either return to stock or write off return goods that reduced processing and carrying costs by 20%. • Program/Project Manager for a number of technology implementation projects including eGain, EDI, and aspects of Retek and PeopleSoft. These infrastructure improvements allowed better communication with our customers, suppliers and fulfillment facilities, which resulted in faster receipt, acknowledgment, billing of orders, fewer errors in shipments, reduced returns, and better information for the customer. • Led customer service organization capable of supporting $2 – 3 MM in monthly sales: directed a two shift 60 seat call center and the corporate support staff (125 employees), dramatically reduced employee turnover, shortened customer response times, and improved the customer’s support experience.

Duties ranged from business analysis, process improvement, logistics, production scheduling, customer support management, to managing sales and distribution with P&L responsibilities.• Managed three regional sales managers, customer support, warehouse, and trucking staff supporting $4.2 MM in sales. Responsible for the region’s P&L.• Led region to an increase in dollar sales of 65% and an increase in units of 57%.• Managed Western region customer support supporting $100 MM in sales.• Scheduled production for the Mexico facility coordinated and scheduled production and delivery of goods from other domestic and international plants for the region.• Facilitated the set up and occupation of new distribution facilities, including IT infrastructure, communications, support, and inventory control systems.