Craig Lyons Email and Phone Number

Head of Customer Success for North America, South America, and Caribbean. Overseeing 300+ employees responsible for $750M in revenue a year. Head of Global Managed Services and Strategic Accounts. Leading Change manage of streaming lining Success organization for a better customer experience while improving overall P&L profile.

Oversaw Global Services, which includes: Delivery, Customers Success, Technical integrations, and Support. Lead global transformation and reorganization of services team / strategy refocusing "on the basics" of customer value, renewals, profitability, and employees satisfaction. Over the next 5 years we saw 70+ pt increase in margins, 25%+ increase Gross and Net renewal rates while the company grew nearly 300%. Over the same time frame we saw Employee CSAT improve by more than 20%.

I'm responsible for the requirements gathering, design, implementation, and support of all technical deployments within Clarabridge. My goal is to continue to improve the efficiency and accuracy of deployments while improving support-ability and extend-ability (up-selling with little additional work). I find that mentoring team members is the best way to accomplish all of these tasks and spend as much time as possible training my team "to fish".Overall Responsibilities:* Manage a $4M+ Revenue stream. * Manage 15+ technical consultants, including a local team, remote employees, and contractors (both local and overseas).* Responsible for assisting Program managers in requirements gathering and technical designs* Technical lead acting as both customer liaison and customer advocate internally and externally for all technical / support needs.* Technical liaison to the product management and engineering teams, responsible for ensuring enhancements and improvements to the product are based of customer needs / complaints.* Internal product advisory board responsible for innovation in product improvements.

As a Engagement Manager, I own the Customer Relationship, project management, and overall relationship planning from introduction of the customer throughout the pre-sales, implementation, support, training, enhancements, add-ons and beyond. I am responsible for the overall satisfaction of the customer and success of deploying Clarabridge's VOC (Voice of the Customer) tools within a clients VOC department. Typically responsible for helping clients deploy their early stage VOC programs and gain traction within their organization proving ROI up and down the chain.

I was promoted to Support manager to improve enterprise support team stats, including SLA response, customer support, and basic customer monitoring tactics. Over the year that I ran the support team we increased the number of customers maintained by support from 9 to over 50 (120+ projects) without increasing staff. During that time we increased up-time and improved on customer satisfaction with basic customer support. Daily responsibilities included:* Support of BI Reports (Cognos, Microstrategy, OBIEE, Business Objects).* Support of Clarabridge Product* Support of Oracle Systems on 50+ Databases.

* Responsibly for installation, requirements gathering, and creation of Clarabridge software, Databases, and BI.* Directly involved in 20+ implementations* Project lead on 5+ implementations* Companywide Cognos lead knowledgeable in Cognos Framework, Report Studio, Query Studio, Analysis Studio, Cognos Transformer (8.3, 8.4, 10).* Responsible for creation and maintenance of companywide Cognos reporting / metadata baselines.* Responsible for companywide Cognos training (both internally and externally).* Working Knowledge in Microstrategy and OBIEE as well.* Heavily versed in Oracle DBs, SQL, PL/SQL

* Designed, installed, and tested a multiple hotspot Wireless internet network.* Assisted in installation and testing of equipment and cellular phones during a TDMA to GSM network upgrade.* Designed, programmed, and implemented Procom program to automate UNIX table updates and billing information for TDMA to GSM customer switch over. Improving customer wait time from an hour to only seconds.* Assisted in the design and installation of repeater infrastructure.

* One of 3 site supervisors for a multi-billion dollar satellite communication center in the Middle East. * Was responsible for training all personally within the command in every piece of equipment used day to day.* Received multiple accommodations for tasked performed in the line of duty.