Bob Marson Email & Phone Number

National

• Designed, implemented and modified the customer success strategies for a client base of 1,000+.• Directed a team of national field-based success managers responsible for client on-boarding, training, monitoring and overall success leading to product growth and renewal.• Coached and developed team members to set strategy, goals, and objectives, and enhance their skill sets to support career growth.• Authored CSM playbooks addressing a variety of customer needs based on health scores with the goal of reducing churn.• Managed the cadence of EBRs with stakeholders to show progress towards stated business goals.• Analyzed product performance data to discover compelling insights to develop effective action plans.• Served as a client advocate to internal teams including Sales, Product Management, Support and Marketing.

National

• Created the Education Services department by hiring, managing and developing a national team of consultants.• Responsible for consultants delivering targeted professional services to teachers, administrators and staff. • Developed and implemented a comprehensive professional services strategy that included onsite and online sessions.• Created a series of on-demand eLearning modules for client product functionality training.• Exceeded profitability goals on a consistent basis.• Instituted an ongoing continuous improvement plan for consultants to ensure a high quality consultative approach was being delivered across the entire team. • Improved productivity of consultants by 40% over a five-year period.• Collaborated with Sales, Marketing and Product Management on a regular basis.

San Antonio, Tx

• Created and directed a national professional services team that consisted of consultants and field engineers for the relaunch of a reading and math assessment product.• Defined the client life cycle by creating the implementation framework.• Managed consultants who worked with clients creating customized implementation plans, delivered targeted training to various end users and closely monitored implementations to promote best practices.• Ensured the highest level of customer satisfaction was maintained across all clients.

Midwest

• Managed a group of consultants and project managers in a regional territory that provided a variety of professional services to over 500 clients in 9 states and half of Canada.• Directed consultants and project managers who provided consultative implementation planning, delivered customized training sessions and continuously monitored the progress of assigned accounts generating $2.5M annually.• Oversaw 50 key accounts in the territory that included managing the implementation, ensuring customer satisfaction, growth and retention. • Supported 10 account managers in pre-sales presentations generating $20M annually.

Ba, Communications

Master Of Arts (M.A.), Education