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Innovative and customer-oriented Global IT Leader with 20+ years of progressive leadership experience designing and implementing global infrastructure, web applications, business integrations and training & development. Possesses exceptional team leadership capabilities building high performing teams that produce exceptional results.A trusted advisor to executives, skilled in scaling operations and delivering world-class customer support and multi-channel experiences. A proven track record with strong ability to lead, excellent verbal and written communication skills, and strong influencing skills to lead organizational change. Key Accomplishments:➢ Led the global strategy to scale hybrid (on-shore / off-shore) customer support operations and provide world-class support to 600+ enterprise companies, across Americas, EMEA and APAC.➢ Increased Net Promoter Score (NPS) by >40 pts. and CSAT from mid-80s to 97% through delivering a mix of new services to improve the customer experience and contribute to client retention goals.➢ Recipient of several awards including: ServiceMax Pinnacle Award (2019), General Electric Critical Talent Award [Top 5%] (2018), ServiceMax Top 40 Award (2018, 2014, 2013).
Bolt Data
View- Website:
- bolt-data.com
- Employees:
- 45
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Bolt DataMiddletown, De, Us
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Chief Experience OfficerBolt Data Mar 2021 - PresentManhattan, Kansas, UsLead and manage the Customer Success, Customer Support, and Professional Services functions at Bolt Data.
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Sr. Director, Oracle Consulting ServicesOracle Apr 2020 - Mar 2021Austin, Texas, UsLed and managed the Oracle Field Service Cloud (TA) consulting practice.• Managed and achieve engagement bookings and revenue targets• Identified, pursued, and won and implementing consulting projects• Developed relationships at key clients; organized and led pursuit teams• Led aspects of the proposal development process (including discovery, road maps, estimations and proposal building); contributed to the development of proposal pricing strategies• Provided input and guidance into the staffing process; actively participated in staff recruitment and • retention activities; provided leadership and support for delivery teams• Provided advisory services to the customers regarding Oracle ERP solutions• Managed delivery of client services across multiple accounts -
Global Vice President, Customer SupportServicemax 2016 - Apr 2020Pleasanton, Ca, UsLead global organization that provides world-class support to 600+ enterprise companies, many of which operate on a global basis. Partner with customers and stakeholders to develop long-term partnerships that will scale over time.• Scale our hybrid (on-shore / off-shore) customer support organization, which is operating on a 24/7 – 365 days providing global support across the Americas, EMEA and APAC to a rapidly expanding customer base.• Partner with the Customer Success Managers and the Customer Account Managers reduce customer churn below 5% and increase revenue through customer support improvements.• Define and track metrics that align with business goals and objectives. Provide real time in-day visibility of the end-to-end customer support experience including escalations and resolution within the support team and via engineering and product management. -
Director, Professional ServicesServicemax 2014 - 2016Pleasanton, Ca, UsLed business initiatives, operational activities, and managed a referenceable client base within North America; including end to end delivery of programs, partnering with sales leadership to support account plans, and leveraging operational analytics to improve delivery services.• Provided operational reporting on the health and status of projects, on team utilization and other project and team metrics. Analyze output and develop action plans to drive desired outcomes.• Partnered with sales leadership to develop business through positioning and selling services for new and existing customers.• Built and maintain internal cross-organizational relationships (i.e. Product, Engineering, Support, Marketing, Sales, etc.) and representing ServiceMax leadership in Executive Steering Committee Meetings on key projects.
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Practice Manager, Professional ServicesServicemax 2013 - 2014Pleasanton, Ca, UsManaged all aspects of building, mentoring, and supervising a team of implementation professionals (engagement managers, project managers, technical / solution architects, consultants, and developers). Manage budget and overall delivery of regional customer consulting engagements. • Managed a team of 12 direct reports, leverage >30 internal global resources, and work with more than 100 partner resources to implement Salesforce.com and ServiceMax in complex global corporate environments.• Oversaw the resourcing of Enterprise Regional projects with internal and partner resources in a timely manner and effectively utilize internal and partner resources to deliver an average of 12 concurrent enterprise implementations.• Partnered with the Sales Team to provide support in the presales cycle as needed in addition to Product, Engineering, Sales, and Marketing to drive continuous improvements to our delivery offering.
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Project Manager, Professional ServicesServicemax 2011 - 2013Pleasanton, Ca, UsPartnered with client’s teams to implement Salesforce.com (SFDC) and ServiceMax suite of applications. Led activities that included strategy development, requirements definition, business process improvement, stakeholder involvement, change management, quality assurance, risk management, user training, application configuration, system installation, and testing.• Implemented manageable release-oriented model to market new release to customer resulting in >$500K new Professional Services (PS) work.• Driven and obsessed with customer delight. Changed key enterprise customer from detractor to strong supporter. Effort resulted in >$200K additional PS work and >$200K in licenses.• Managed teams that delivered mix of 20 Enterprise and Mid-Market project over a 22-month period and consistently delivered complex Go-Lives with high customer sat and low number of defects.
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Global Program Manager, Corporate Marketing & Sales ItDupont 2009 - 2011Wilmington, De, UsInterfaced with business teams and led SFDC deployment strategy for 15 global business units. Partnered with global business unit (BU) and IT teams to develop strategy for all SFDC deployments in the platform. • Automated technician dispatch via mobile communication led to significant reduction in response time and need to reschedule due to conflicts ensuring 100% accuracy of warranty claims and eliminated $500K per year in claim errors.• Implemented initiatives and other custom functionality for market facing businesses to track activity across multiple global businesses, allowing for a full view of all activities at strategic global accounts. • Improved pipeline management process for 15 global businesses. Implemented solution to report volume and revenue by product by month / year. Simplified existing processes and maximized value of opportunity data entered into SFDC. -
Global Project Manager & Mobility Sme, Corporate Marketing & Sales ItDupont 2008 - 2009Wilmington, De, UsManaged efforts to commercialize Salesforce.com’s mobile client. Acted as Subject Matter Expert (SME) and main escalation point for service issues globally. Partnered with business teams to define project deliverables, budget, and timeline. Built custom SFDC objects and functionality aligned with business requirements.• Introduced cellular optimization program to reduce costs and improve productivity of global sales teams. Cost neutral deployment and cost reductions of >$250K per year. • Eliminated technical issues associated with SFDC Mobile global pilot. Partnered with multiple lines of service to launch SFDC mobile and unlocked BlackBerry devices. Transitioned 500 existing pilot users to new globally available service. • Directed cross-functional teams responsible for 12 global SFDC implementations and five regional SFDC mobile deployments. Trained 10 regional/global Key Users.
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It Project Manager, Corporate Marketing & Sales ItDupont 2007 - 2008Wilmington, De, UsManaged North American resources and their efforts to optimize users and develop/lead group training sessions. Led pilot program to evaluate SalesForce.com’s mobile service offering. Pilot included ~300-member sales team, ~280 external distributors.• Architected process to assess enterprise sales team’s mobile connectivity. Worked with domestic and international cellular carriers to optimize calling plans and negotiated low-cost equipment upgrades.• Spearheaded consolidated billing thus reducing number of expense reports from >300 per month to fewer than 15.• Drove the use of public infrastructure and new negotiated alliance voice hardware on DPC South-West. Resulted in a one-time savings of $100K and annual savings of $15K.
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Project Manager, Corporate Telecommunication: It Field ProgramDupont 2005 - 2007Wilmington, De, UsManaged the effectiveness and the efficiency of TCOM services provided by alliance partners in the Americas. Sought out process improvements and disputed charges when inadequate service delivered. Managed 30 medium to large TCOM projects in the Americas.• Led team efforts to replace entire site’s voice and data infrastructure after Hurricane Katrina. Resulted in $2M/ day of loss mitigation.• Supported efforts to commercialize and introduce BlackBerry and Wireless LAN services in DuPont. Partnered with Corporate Communications to develop global communication plans and material (e-mail, website, user guides, etc). • Partnered with Sprint to develop and implement mobile broadband WAN alternative at 25 US plant sites. Solution significantly reduced expense while offering secured broadband service, drastically improving performance of operational teams.
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Site It Operations Leader, Crop Protection ProductsDupont 1999 - 2005Wilmington, De, UsLed team and Six Sigma project to identify / implement flexible enterprise storage solution for Global Data Warehouse. Partnered with DuPont Telecommunication and business leadership to assess, recommend, and deploy $1.5M campus LAN, WAN, MAN, and PBX upgrades. • Created and managed multi-site, specialized support teams. Dedicated teams displaced 3rd party vendors resulting in $500K annual cost reduction. • Oversaw SAN implementation which reduced annual storage costs by ~ $80K. Innovative approach allowed lease of smaller Sun server, reducing overall investment by an additional $750K.• Developed business case and was awarded $400K to expand new data center in support of centralizing servers, storage, and backup of critical R&D, Security, and Building Automation systems.
Charles Meredith Skills
Charles Meredith Education Details
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University Of DelawareEnvironmental Soil Science -
University Of DelawareSoil Chemistry And Physics
Frequently Asked Questions about Charles Meredith
What company does Charles Meredith work for?
Charles Meredith works for Bolt Data
What is Charles Meredith's role at the current company?
Charles Meredith's current role is Chief Experience Officer at Bolt Data.
What is Charles Meredith's email address?
Charles Meredith's email address is ch****@****zon.net
What is Charles Meredith's direct phone number?
Charles Meredith's direct phone number is +130237*****
What schools did Charles Meredith attend?
Charles Meredith attended University Of Delaware, University Of Delaware.
What are some of Charles Meredith's interests?
Charles Meredith has interest in Football, Exercise, Sweepstakes, Home Improvement, Reading, Gourmet Cooking, Sports, Watching Basketball, Home Decoration, Watching Sports.
What skills is Charles Meredith known for?
Charles Meredith has skills like Cross Functional Team Leadership, Enterprise Software, Cloud Computing, Salesforce.com, Business Process Improvement, Crm, Project Management, Strategy, Professional Services, Program Management, Information Technology, Customer Relationship Management.
Who are Charles Meredith's colleagues?
Charles Meredith's colleagues are Chad Salmans, Lori K, Rm F., Austin Bonner, Rob Meredith, Morena Le Blanc, Eileen Skouby.
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