Craig Contos Email & Phone Number

Marietta, GA, US

Alpharetta, Georgia, United States

• Griffin Global Technologies operates within the esteemed THH technology family. My responsibilities involve nurturing client partnerships and maintaining unwavering standards of excellence in our deliverables. Through.
• Lead a hybrid-shore team of 150+ US- and Kenya-based engineering and analyst resources, and 50+ staffing resources, delivering projects with 99% on-time completion and exceeding customer satisfaction benchmarks.
• Oversee service and product delivery teams, aligning customer needs with technical solutions through thorough discovery and analysis, achieving a 25% improvement in project outcomes.
• Facilitate seamless collaboration between customer technology teams and in-house software engineering, reducing communication gaps and ensuring 100% alignment with client requirements.
• Drive Agile development processes, leading sprint planning, stand-ups, grooming sessions, and reviews, which resulted in a 30% reduction in time-to-market for customer solutions.
• Designed and implemented a comprehensive new employee onboarding program, reducing ramp-up time by 25% and achieving a 95% employee satisfaction rate with cultural and organizational training tailored to ensure new.

Greater Atlanta Area

• Reported directly to the GM/Chief Revenue Officer for North America Fitness & Well-Being, leading senior executives and a team of 75+ customer-facing professionals across Onboarding, Support, Success, Account.
• Achieved a 90% year-over-year revenue increase for flagship products while maintaining >93% customer satisfaction (CSAT) and >95% customer retention, surpassing industry benchmarks.
• Transformed the customer journey, optimizing processes to reduce churn by 20% and significantly improve Net Promoter Score (NPS).
• Implemented Knowledge-Centered Support (KCS) methodology and launched a premium support model for enterprise clients, driving a 30% increase in support efficiency and customer engagement.
• Directed Salesforce integration and operational process enhancements, improving KPI visibility, reducing reporting time by 40%, and increasing team productivity by 15%.
• Spearheaded the phased retirement and migration of legacy products, ensuring seamless transitions and maintaining service excellence.

Atlanta, Georgia, United States

• Ultimate Software and Kronos Inc merged to create UKG
• Led the development and execution of Customer Success strategies for the UKG Pro customer base, driving a 95% retention rate and exceeding customer satisfaction benchmarks.
• Enhanced customer experience by implementing data-driven initiatives that increased Net Promoter Score (NPS) by 20%
• Managed a team of regionally aligned Senior Service Excellence Managers, overseeing a national organization of 50+ Customer Success Managers and Account Managers.
• Championed strategic initiatives to evolve and enhanced customer journey, resulting in a 15% growth in upselling and cross-sell opportunities.
• Established and monitored department KPIs to ensure alignment with corporate retention and satisfaction goals, achieving consistent top-quartile performance.

Greater Atlanta Area

Greater Atlanta Area

• Report to the Vice President of Customer Success, responsible for the development and execution of direct account management for our customer base
• Focused on improving our overall customer experience with product and services
• Manage a team of regionally aligned Sr. People Success Managers
• Provide the appropriate level of management oversight for our entire customer base and assure success criteria measurements are aligned with overall company retention and customer satisfaction goals

Greater Atlanta Area

• Oversaw a team of consultants managing UltiPro Workplace implementations in the Northeast Region, achieving a 98% on-time activation rate for sales contracts and driving >90% customer satisfaction during onboarding.
• Partnered with sales teams to ensure seamless activation engagement, contributing to a 15% increase in regional customer retention and accelerating time-to-value for new clients.

Greater Atlanta Area

• Manage a team of 13 Health and Welfare Benefit Administrators for the largest client (volume/revenue) in the entire Southeast region (second largest nationally)
• Lead weekly status calls with client contacts, third-party administrators, and internal technology team
• Manage all weekly/monthly interface files (payroll, HR Data, and all vendor files)
• Responsible for monitoring all operational aspects of new client implementations/divestitures
• Ensure quality output for all weekly/monthly client deliverables
• Operational lead for Active Annual Enrollment and Year-end projects