Brad Hinton Email and Phone Number
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Brad Hinton personal email
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Customer-centric Customer Success leader experienced in building and scaling Customer Success teams focused on driving product adoption and customer satisfaction in a highly complex product with a SaaS software company. With 5+ years of Customer Success leadership experience and 7 total years in success management, I have a demonstrated track record of reducing churn while driving profitable growth through renewal and expansion. SuccessHACKER Certified CSM, Gainsight NXT Associate Admin certified, and Customer Success junkie.I'm looking for new opportunities in Customer Success where I can continue to grow and learn as a Customer Success leader and professional. I am looking for organizations that believe in the promise of customer success and value that promise as an organizational strategy. I am eager to work with the modern tools of a SaaS organization and deliver business outcomes through the utilization of customer success platforms.Some of my accomplishments that I'm most proud of over the last few years include:Building a Customer Success program (with the help of amazing leaders and team members) by defining the roles and responsibilities of the CSM team, defining the measures of success including metrics and KPIs, and defining processes and procedures that resulted in the creation of a $5MM recurring revenue stream. Leading a group of amazing CSMs through career growth from individual contributors with no experience in customer success to Sr. CSM, Team Lead, and Manager positions.Owning and continuously refining the voice of the customer program by being obsessed with customer feedback that resulted in consistently achieving best-in-class customer satisfaction scores. That satisfaction also accelerated the sales attachment rate of monetized customer success services.Built and developed frameworks for customer health scoring, customer success plans, CSM portfolio management and account assignments, quarterly business reviews (QBRs), and operationalized customer success deliverables resulting in decreased churn, standardized customer experiences, and increased retention and customer satisfaction.Built and continually developed a scaled onboarding methodology by defining key onboarding milestones, best practices, and configurations that decreased customer time-to-value by over 70%.I am open to opportunities in Customer Success leadership or individual contributor roles working both directly in CS teams or in CS Operations/Program Manager roles. I am also open to Account Management roles leveraging my CS skills.
Hewlett Packard Enterprise
View- Website:
- voltage.com
- Employees:
- 201
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Customer Success Program Manager (Worldwide)Hewlett Packard Enterprise Feb 2024 - PresentHouston, Texas, UsWorldwide Go To Market Program Management focused on HPE Compute Ops Management adoption and customer success.- Established and executed new customer segmentation and engagement strategies that resulted in a 300% increase in onboarding rates globally within the first six months- Coordinated global teams from North America, Central Europe, Northwest Europe, UKIMEA, APAC, Japan, and India around onboarding programs for HPE Compute Ops Management- Defined, established, and launched a segmented customer onboarding strategy with each region based on digital-led engagement, low-touch engagement, and high-touch premium engagements- Built and launched sales to onboarding handoff process at scale resulting in faster time to value for customers onboarding HPE Compute Ops Management
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Manager, Customer SuccessResponsive Jun 2023 - Feb 2024Beaverton, Oregon, Us- Managed and led a team of 14 Customer Success Managers responsible for managing a total book of business of over 800 accounts and approximately $19 million ARR- Achieved company GRR goal of 90% in the mid-market segment in Q2 and Q3 2023 -
Director Of Customer SuccessMomentus Technologies Oct 2019 - Apr 2023St Louis, Mo, Us- Led a team of 15 remote Customer Success Managers and CS Leaders working out of Canada, the United States, and Mexico supporting clients throughout North America- Grew the Customer Success team from 4 CSMs to 13 CSMs and 2 CS Leaders over a 4-year period- Increased ARR under management by more than 450% over a 4-year period - Grew Success Plan revenues over 400% over a 4-year period- Established and executed annual strategic objectives for the Americas Customers Success team- Collaborated with regional CS leaders in APAC and EMEA to establish global CS standards and best practices- Established the first customer health scoring dashboard for Ungerboeck Customer Success- Established voice of the customer program to measure customer satisfaction and consistently achieved best-of-breed results- Established the Customer Success playbook for the CS team and iterated following CS best practices according to current research to drive efficiency and scalability - Completed 18 month time and motion study to understand CSM activities and remove inefficiencies resulting in an increase of CSM customer facing time from an average of 52% to 78% on a monthly basis- Managed employee life cycle including interviewing/hiring, performance management, and separations- Handled customer escalations -
Manager, Customer SuccessMomentus Technologies Oct 2017 - Oct 2019St Louis, Mo, Us- Led a team of 4 Customer Success Managers with responsibility for new client onboarding, adoption, and expansion- Developed the first customer success team for Ungerboeck Software and introduced the Customer Success discipline to the organization- Developed the trusted advisor solution approach to client expansion to organically generate sales opportunities- Managed a team book of business in excess of $3.2 million- Exceeded expansion sales goals every quarter from Q4 2017 to Q4 2019- Decreased churn within the customer segment by 5.7% year over year while delivering expansion results
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Customer Success ManagerMomentus Technologies Oct 2016 - Oct 2017St Louis, Mo, Us- Responsible for managing and growing a book of business of approximately $1M in ARR consisting of approximately 40 clients- As the single point of contact for all clients in my book of business, I handled all inquiries including support tickets via Zendesk, how-to and best practice inquiries, end-user training and onboarding, account management inquiries, and product feedback resulting in increased customer satisfaction and decreasing churn rates- Ensured new client onboardings were successfully completed on time in order to deliver the shortest time-to-value for client needs and the highest return on investment- Closed annual renewal and upsell opportunities generating a positive net impact on churn while delivering business results- Rated consistently above 4.5 out of 5 stars individually on customer satisfaction surveys
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Onboarding SpecialistMomentus Technologies Apr 2015 - Oct 2016St Louis, Mo, Us- Developed the new client onboarding program from scratch for clients in the Ungerboeck Flex Edition product segment to leverage a one-to-many onboarding methodology- Created all materials including documented best practices, video webinars, presentations, and job aides to the Ungerboeck Flex Edition product segment- Documented best practices and workflows for all features included in this product segment- Successfully onboarded over 75 new clients using the newly developed onboarding program
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Sr. Client Care AssociateMomentus Technologies Oct 2013 - Apr 2015St Louis, Mo, Us- Handled inbound support requests via phone and email and resolved them in a timely manner with a positive impact on customer confidence and satisfaction- As a senior client care associate, assisted with ticket escalations and worked on complex and high-profile issues to ensure a timely and satisfactory resolution for the client- Developed the base configuration of the newly launched Ungerboeck Flex Edition and began the live onboarding program for those clients- Presented on support and system administration topics at the annual Ungerboeck user conference
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Client Care AssociateMomentus Technologies Aug 2011 - Oct 2013St Louis, Mo, Us- Handled inbound support inquiries via email and phone resulting in a positive net effect on customer loyalty and retention- Responsible for software patch testing prior to public release of software fixes- Presented on support and system administration topics at the annual Ungerboeck user conference
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Career TransitionCareer Break Sep 2010 - Aug 2011
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Retail Store ManagerUnited States Cellular Apr 2009 - Sep 2010Chicago, Illinois, Us•Managed all steps of the associate life cycle in a retail sales environment, ensured accountability for performance including issuing corrective actions and separations resulting in the establishment and development of high performing teams.•Monitored store operations to ensure appropriate handling of all company assets and compliance with company policies and procedures resulting in a positive impact on cash flow.•Ensured all store sales goals were met or exceeded on a monthly basis through coaching and delegation with Sales Managers.•Increased Cottleville and O’Fallon locations store audit scores from Partially Meeting Expectations in 2009 under previous manager to Exceeding Expectations and Meeting Expectations ratings respectively, in July 2010. -
Sales ManagerUnited States Cellular Sep 2006 - Apr 2009Chicago, Illinois, Us•Managed all steps of the associate life cycle in a retail sales environment including: recruiting, interviewing; training associates; and ensuring accountability for associate performance including issuing corrective action.•Wentzville location led St. Louis Market in vertical attachment rate for 3 consecutive months from February 2009 to April 2009.•Led market wide culture driving initiative in 2008•In March 2007, led Cottleville store to 3rd place finish in company-wide data sales contest.•Cottleville location led St. Louis Market in vertical attachment and accessory attachment rate for 6 consecutive months from February 2007 thru July 2007.
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Retail Wireless ConsultantUnited States Cellular Jun 2005 - Aug 2006Chicago, Illinois, Us•Top 1% in sales in St. Louis Market for Jul, Aug, Sep, Nov, and Dec 2005.•Transitioned eight Cellular One stores to U.S. Cellular corporate retail locations in Kansas market. As acting manager in Iola, Kansas location, trained team on U.S. Cellular applications, products and services, and corporate culture.•Prior to transition, entire Iola team successfully passed U.S. Cellular certification.
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Financial Market SpecialistThomson Reuters Dec 2004 - May 2005Toronto, On, Ca•Positively impacted customer loyalty by demonstrating exceptional customer service skills through handling of inbound inquiries in a call center environment. •Provided client support of financial market applications including remote recovery of customer data, technical troubleshooting, and user interface configuration. -
Communications SpecialistAt&T Mobility Jul 2003 - Dec 2004Dallas, Tx, Us•Demonstrated outstanding customer service and sales skills to actively serve new and existing customers by providing wireless solutions to meet individual needs, resulting in a positive impact on net customer base.
Brad Hinton Skills
Brad Hinton Education Details
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Lindenwood UniversityNetworking And Operating Systems -
Southern Illinois University EdwardsvilleBusiness Administration
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Lake Land CollegeBusiness Administration
Frequently Asked Questions about Brad Hinton
What company does Brad Hinton work for?
Brad Hinton works for Hewlett Packard Enterprise
What is Brad Hinton's role at the current company?
Brad Hinton's current role is Innovative Customer Success Leader | Adoption Obsessed | Data-Driven Decisions | Retention Enthusiast | Coach.
What is Brad Hinton's email address?
Brad Hinton's email address is br****@****eck.com
What schools did Brad Hinton attend?
Brad Hinton attended Lindenwood University, Southern Illinois University Edwardsville, Lake Land College.
What skills is Brad Hinton known for?
Brad Hinton has skills like Sales Management, Wireless, Troubleshooting, Sales, Training, Call Centers, Coaching, Sales Operations, Sales Process, Software Installation, Software Documentation, Windows.
Who are Brad Hinton's colleagues?
Brad Hinton's colleagues are Vasundar Pulipati, Kerry Lynn Lambert, Nyla Kongsinh, Jeffrey Dickson, Caleb L., Tom Else, Leena Ananthayya.
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