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I’m a proven expert in building and leading high performing customer success teams in the SaaS marketplace. I've developed effective service models that provide clients the necessary support to be successful and are financially sustainable. You win with people! It's all about hiring the right people, empowering them to perform and provide targeted coaching along the way. My track record includes maximizing the performance of both regional and national teams reaching and surpassing productivity goals on a consistent basis. As a collaborative leader, innovative manager, and trusted partner to my peers, I’m passionate about transforming the ordinary employee into extraordinary by providing a variety of developmental opportunities. I am a firm believer that an individualized continuous improvement plan is the key to employee growth and retention. Leadership Core Competencies:• High Performing SaaS Team Builder and Mentor• Customer Success Strategist• Strategic Implementation Designer• Talent Acquisition and Continuous Improvement Leader• Brand Awareness and Growth Partner• Critical Thinker• Passionate Customer Satisfaction Advocate• High Quality Consulting and Training Director• Organizational Change Driver
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Director Of Implementation SuccessApex Learning Oct 2015 - Oct 2021National• 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. -
Director Of Education ServicesApex Learning Nov 2006 - Sep 2015National• 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.
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Director Of ImplementationHarcourt Assessment Mar 2006 - Nov 2006San 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. -
Manager- Professional ServicesEdmentum (Formerly Plato Learning) Feb 2000 - 2006Midwest• 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.
Bob Marson Skills
Bob Marson Education Details
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Communications -
Education
Frequently Asked Questions about Bob Marson
What is Bob Marson's role at the current company?
Bob Marson's current role is High Performing SaaS Exec | Customer Success Director | Professional Services Builder.
What is Bob Marson's email address?
Bob Marson's email address is bo****@****ing.com
What is Bob Marson's direct phone number?
Bob Marson's direct phone number is +120638*****
What schools did Bob Marson attend?
Bob Marson attended The University Of Akron, The University Of Akron.
What are some of Bob Marson's interests?
Bob Marson has interest in Science And Technology, Children, Education, Health.
What skills is Bob Marson known for?
Bob Marson has skills like Management, Leadership, Staff Development, E Learning, Instructional Design, Technology Integration, Educational Technology, Training And Development, Distance Learning, Salesforce.com, Team Management, Training Delivery.
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Bob Marson
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Bob Marson
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Bob Marson
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