Brian Wilson Email & Phone Number

Lehi, Utah, Us

Chief Customer Officer | Client Success & Lifecycle StrategistIn my capacity as Chief Customer Officer, I drive the orchestration of a seamless client experience, overseeing a spectrum of pivotal responsibilities that encompass client success, engagement, and holistic revenue growth. My role is defined by a steadfast commitment to optimizing every facet of the client journey, elevating satisfaction, and nurturing enduring partnerships.Key Accountabilities:Client Success Spectrum: Spearheading client success initiatives, I adeptly manage pivotal touchpoints ranging from onboarding and support to comprehensive service provisioning, fostering a robust foundation for sustainable client adoption.Outcome Focused: My remit extends to orchestrating strategic outcomes, deftly navigating renewals and steering strategic growth trajectories. This involves the meticulous management of gross and net revenue retention, a cornerstone in gauging customer satisfaction and advocacy.Lifecycle Governance: I drive the full lifecycle strategy, seamlessly uniting cross-functional domains to converge on a unified goal - augmenting client adoption and satisfaction. This holistic approach underscores my commitment to nurturing long-term, mutually beneficial relationships.My leadership as Chief Customer Officer is characterized by a relentless pursuit of client-centricity, operational excellence, and fostering a culture of advocacy. This entails fostering alignment across teams, data-driven decision-making, and the strategic curation of client interactions that consistently translate into tangible business growth.#ClientSuccess #StrategicEngagement #LifecycleManagement #CustomerAdvocacy #OperationalExcellence

Machesney Park, Il, Us

Formerly a Warburg Pincus portfolio company, with a successful exit to GTCR.As Experity's Chief Customer Officer, I propelled customer success and strategic outcomes in the intricate realm of connected Healthcare Information Technology (HIT) solutions.Highlights:360-Degree Customer Success: I oversaw end-to-end customer success, from seamless onboarding to lasting utilization. This involved precise management of renewals, cross-selling, and up-selling to drive growth and strong relationships.Holistic Leadership: Leading cross-functional teams, I helmed Implementation, Training, Support, Technical Account Management, and Customer Success. As an Executive Leadership team member, my insights shaped strategic directions.Cultural Shift: I nurtured a pervasive Customer Success culture, spurring maturity through continuous improvements and direct customer engagement for enhanced renewal and expansion.Strategic Mastery: Successfully integrating distinct EMR systems showcased my strategic prowess, solidifying Experity's market presence. Even during the pandemic, a crafted customer segmentation strategy ensured maximal utilization.Tangible Outcomes: My leadership amplified renewal rates, reduced churn, and diversified revenue through cross-selling and up-selling. Notably, our 2022 sale yielded a remarkable 5x return to shareholders.Thought Leadership: I extended expertise beyond Experity, guiding other Warburg Pincus portfolio companies in best practices, training, and retention strategies.My Chief Customer Officer journey underscores commitment to customer success, driving organizational excellence and HIT industry growth through strategic foresight.#ChiefCustomerOfficer #HealthcareIT #StrategicLeadership #CustomerCentricity

Eden Prairie, Minnesota, Us

Formerly a Summit Partners portfolio company, with a successful exit to UKG (Ultimate Kronos Group).At Ascentis, a SaaS HCM leader, I led Customer Success, driving retention and shaping growth. Reporting to the CEO, I crafted strategic plans, fueling exceptional client experiences. During my tenure, we achieved substantial bookings growth, integrating three acquisitions. My influence spanned 30% of the company, contributing to back-to-back Minneapolis / St. Paul Business Journal Best Places to Work awards.Key Contributions:Strategic Vision: Collaborated on multi-year growth plans with the Executive Team, fostering a purpose-driven culture. Identified key imperatives: Go-To-Market, Client Experience, Employee Engagement.Client Success: Pioneered CSM role, enhancing adoption and driving a 32-point NPS increase within a year.Professional Services: Orchestrated swift HCM suite implementations, ensuring value and revenue recognition.Client-Centric Support: Led cross-functional Support team, recognized as a Stevie Awards finalist for Best Customer Service in 2020.My journey as VP at Ascentis epitomizes client-centric growth and operational excellence.

Minneapolis, Mn, Us

Global Customer Success Leadership | Transformation, Growth, ExcellenceKey Accomplishments:Strategic Transformation:Led shift from 'Customer Satisfaction to Customer Success' through strategic roadmap aligned with customer journey. Reshaped roles, processes for revenue expansion, renewal, and customer success.Inspirational Leadership:Guided 200 professionals in Customer Success, Engagement, Implementation, Training, and Support with $15M budget.Customer-Centric Success:Led Customer Success Managers, pioneered '1 to 1' and '1 to Many' strategies for retention, growth. Amplified NPS-driven expansion.Swift Implementation:Ensured rapid 'time to value' for customers' product adoption.Empowering Training & Education:Directed team for accessible, valuable training content, fostering adoption and value realization.Unwavering Support:Led 24x7 support with diverse channels, safeguarding 85% recurring revenue base.My journey reflects commitment to growth, excellence, and customer satisfaction.#CustomerSuccess #StrategicTransformation #LeadershipExcellence

Minneapolis, Mn, Us

Minnetonka, Mn, Us

Strategic Ownership of Global E-commerce Solutions | Driving Revenue GrowthKey Contributions: • Led end-to-end ownership of a major software company's global e-commerce technology solution, overseeing $1.2B+ annual sales across 52 online stores spanning 16 languages.• Executed impactful projects and innovative marketing programs to strategically boost site traffic and drive substantial revenue growth.

Minnetonka, Mn, Us

Global Delivery Leadership | eCommerce Solutions | Process EnhancementKey Accomplishments:• Headed the worldwide Delivery team, driving eCommerce solutions for major software and consumer electronics clientele.• Achieved Six Sigma certification, devising an implementation methodology that streamlined timelines and heightened customer satisfaction.• Seamlessly integrated two acquired firms into Digital River's operational framework, optimizing business processes.

Minnetonka, Mn, Us

Project Management for Revenue Enhancement | Global eCommerce SolutionsKey Highlights:•. Orchestrated simultaneous projects, strategically boosting revenue and enhancing margins.• Spearheaded global eCommerce implementations for Fortune 500 clients.• Amplified revenue streams by successfully cross-selling additional projects and services within the existing customer base.

Dublin 2, Ie

During my tenure in the CRM practice, I played a pivotal role in delivering transformative projects for esteemed Fortune 500 clients. My responsibilities encompassed a diverse spectrum of initiatives, including crafting dynamic eCommerce strategies, orchestrating seamless Salesforce Automation, optimizing intricate Supply Chain processes, and integrating seamless Call Center functionalities.Key Highlights:eCommerce Strategy: Collaborating closely with our clients, I navigated the complex eCommerce landscape, devising strategies that bolstered their online presence, enhanced customer experiences, and drove revenue growth. These strategies were tailored to harness the unique strengths of each business, ultimately expanding their digital footprint.Salesforce Automation: My involvement in Salesforce Automation initiatives facilitated streamlined sales processes, empowering our clients to optimize their customer interactions, accelerate lead conversion, and unlock valuable insights for strategic decision-making. This automation, meticulously customized to their needs, elevated their operational efficiency.Supply Chain Optimization: Working hand-in-hand with clients, I delved into intricate Supply Chain dynamics. Through data-driven analysis and strategic restructuring, I contributed to enhanced inventory management, reduced bottlenecks, and the overall optimization of their supply chain operations.Call Center Integration: Seamlessly integrating Call Center functionalities within our clients' operations, I facilitated a unified communication hub. This integration fostered enhanced customer service experiences, enabling streamlined query resolution, personalized interactions, and an elevated level of customer engagement.My journey within the CRM practice exemplified my commitment to orchestrating impactful transformations that drive growth, operational excellence, and customer-centric innovation within the realm of Fortune 500 enterprises.

Mba

Bachelor Of Arts