Bob Mcginness Email & Phone Number

New York City, New York, Us

Responsible for daily leadership of the global support team at Celonis and transformation of the support organization. Leading delivery of support for 1500 customers, partners and employees. Key Accomplishments: Expanded team to provide 24x7x365 support coverage by creating new centers in India, Japan, EMEA and NA. Designed Mission Critical Support offering for enterprise customers. Increased MCS customer base from 15 to 200 customers in, creating 4m revenue Improved CSAT from 77% to 90% in 12 months via weekly analysis of data, mentoring of team membersLaunched KCS Support improved self service by 40%Led analysis of case data to collaborate with Engineering team to identify serviceability improvements in key areas of product reducing monthly case volume by 10-15%Ensured DEI hiring in global support team exceeded company targets

Boston, Massachusetts, Us

Responsible for Global Support, Professional Services and Customer Care teams at Zerto. We are focused on protecting customer's data and guiding them through their IT Resiliency journey.

San Francisco, California, Us

Functional Leader for B2B Salesforce Support Products including Commerce Cloud, Marketing Cloud, Community Cloud and DMP. Responsible for improving support processes, systems and customer experience. Partnered with Global leadership team on improving KPIs, reducing cost and improving partner delivery.Led integration of Commerce Cloud support team into Salesforce while meeting KPIs and maintaining cost.Responsible for company wide proactive programs to ensure peak trading success for customers protecting 24 billion in customer revenue.Ensured strategic alignment with Product and Engineering on B2C product issues, voice of customer and roadmap.Transitioned TAM service to revenue producing stream.Drove implementation of CES score and feedback loops.

San Francisco, California, Us

Responsible for global delivery of support, technical account management and education/enablement services for Demandware customer and partner ecosystems.Grew global team from 3 to 150+ based in NA and Europe across different business functions – support, technical account management, education & partner enablementLed organization to achieve a high level of customer satisfaction 94% while meeting SLAs and reducing costImplemented cloud based community based support tools and developer forums to help scale delivery of services and provide mechanisms for just-in-time (JIT) enablement of our customers and partnersDesigned and implemented a global outreach, education and connection program for open developers on the Demandware SaaS ecommerce platform. Trained and connected over 200 new developers for our partner ecosystem in just 9 weeksImplemented blended learning approach to train thousands of users while ensuring quality of trainees via certification programsPartnered with HR to improve employee review process. Implemented work.com as foundation of new quarterly review process with increased input and cross organization recognition and feedbackProven ability to take over existing teams and improve executionDemonstrated leadership of global organizations that consistently outperform goals within budget guidelinesExecution and design of inherently scalable solutions for Product Support and Training and Education

Burlington, Massachusetts, Us

Established US Support team and creation of support processes for customers such as EMC, BP and Pfizer.Deployed new Ticketing system and knowledge base to improve customer self service and case deflectionHandled escalations for issues with partner implementations of Kalido's MDM product.Technical escalation point for all NA customers such as EMC, Pfizer and BP

Austin, Texas, Us

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