Christian Mauer Email & Phone Number

Indianapolis, Indiana Area

Fortunate to be the Leader of a new function in North America focused on helping our premier customers transform themselves into digital organizations with Pega technology. We use design thinking, problem definition methods, dynamic work design, LEAN, rapid prototyping and other methods with customers as a catalyst along their digital transformation journey.

Pegasystems is the leading provider of software for digital transformation across CRM and Operations.• Demonstrated expertise and gravitas building relationships with Fortune 500 senior executives and leading complex digital transformation engagements that improve business outcomes.• Use design thinking and dynamic work design to create prototypes with Pega Infinity Software that improve customer engagement and digitize operations for Pega’s Premier clients. • Responsible for developing, documenting and improving the Innovation and Transformation team methodology (e.g. Frame, Focus, Mobilize and Catalyze) and business transformation toolkit which includes business outcomes, journey mapping, solution maps, design thinking, and rapid prototyping.• Provide consultation and strategic advisory services that result in strategic and tactical recommendations related to culture, organizational alignment, executive sponsorship, timing or budgetary constraints. • Completed the inaugural and second Pega Catalyst sales engagements with Cox Communications and Highmark Health. The engagements focused on AI and Next-Best-Action optimization and Innovation@Scale respectively.

• Led a team of Customer Relationship Management (CRM) experts responsible for pre-sales activities including, prospecting new clients, developing sales strategy, delivering presentations / product demonstrations, to influence decision making during the purchasing process. • Developed strong relationships with internal team members by listening to, understanding, and anticipating needs and ensuring the team developed client solutions that aligned with overall business objectives. • Provided feedback from the field and subject matter expertise to Pega CRM product team on new product development. Strong relationship with the VP of CRM product development.• Customer Service product expert, interacted with over 70 Pega customers• Analyzed and calculated the ROI for numerous CRM engagements and provided recommendations for improvement, as needed.

• Provided technical expertise to Account Executives as it related to Business Process Management, Customer Relationship Management (CRM), Business Intelligence, Decisioning, Integration, Data Modeling, Case Management, Business Rules Engines, ROI and Change Management. • Communicated, educated and upheld the value proposition of Pegasystems to the clients we serve.

• Researched and analyzed data to deliver unique insights to customers on how to leverage Pegasystems software and services to streamline and improve their existing operational processes.

Stanley Security is a Fortune 500 company delivering products to the public and private sector construction marketplaces. • Provided leadership and guidance to a team of 120 employees, responsible for providing sales and services for 70,000 customers generating 40,000 transactions and $50M in annual revenue.• With a $350M operating budget, oversaw service chain activities, including customer service, order entry, billing, credits, RGA’s, field service and dispatch.• Drove a significant operational turnaround, eliminating $1.5M in revenue backlog and reducing over 50% of it within the first 7 months in the role. • Operated as the business and thought leader for the proprietary CRM product, a tool that supported customer transactions including order status, warranty, credits and a significant portion of orders. • Created the first ever CRM database that delivered relationship surveys and over 500 automated order acknowledgements, daily. • Developed the first ever Customer Loyalty Index and increased internal adoption by tying KPI’s to executive compensation.

GeoLogic Solutions is a Platinum Equity Owned Company, that provides mobile asset tracking and telematic systems for the transportation & logistic industry.• Reported directly to the CEO and was responsible for defining the vision and strategy for all supply chain and manufacturing activities including, Field Installation, Order Fulfillment, Customer Service, Technical Support, Warranty Service, Manufacturing and Component Supply Chain operations.• Was instrumental with driving operational efficiency and reducing inventory management and fulfillment operation costs by 33%, reducing RMA’s by 18% and increasing customer support service levels by 19% points with less than 5% of calls being abandoned.• Led a $5M RFP and RFQ vendor selection process with 5 Tier 2 and Tier 3 electronics manufacturers to build the next generation of mobile communications systems.• Developed and implemented a Warranty Enforcement program recovering over $250k of lost warranty revenue annually.

AOL was one of the early pioneers of the Internet in the mid-1990s, and the most recognized brand on the web in the United States.• With a $76M budget, led a 2,500-person international team that was responsible for providing technical support for 10 call centers spanning across 7 countries and resolved over 25M inquiries per year.• Provided leadership and managed performance for a 60-person team of Product Specialists responsible for performing product Beta testing.• Gathered requirements and developed business cases and workflows for deploying automated / self-service troubleshooting technology, launching web-based proactive tools to control malware and collaborating on the development of speech recognition technology.

• Managed an $80M operating budget and led an international team of 1,600 employees responsible for registering 1.2M new customers in 6 months, equating to 6,600 customers per day or 277 customers per hour.• Drove cultural transformation and adopted a culture of accountability by developing and implementing sales quotas across the organization and designing a world class sales incentive program with Towers Perrin. • Achieved a 17% dialup registration rate and a 25% broadband registration rate despite significant external competition.

• Led a significant operational turnaround for multiple business units including Sales, Retention, Technical Support and Registration Service Delivery.• Improved customer retention rates by 5% by implementing a Feature-Bridge-Benefit based selling that tailors the sales process to what was learned during the discovery phase. • Led a $25M Business Process Outsourcing (BPO) RFP with 8 vendors to outsource customer service headcount, workforce planning, call volume forecasting, knowledge management and business analytics.

Bs, Accounting

Activities and Societies: Florida Blue KeyBS in Accounting.

Mba, Finance

Activities and Societies: Florida Blue KeyMBA