Craig Sears Email & Phone Number

Raleigh, North Carolina, United States

• Oversaw all customer experience (CX) activities. • Developed robust relationship with C-suite executives and influenced decision making, communications, and account strategies to maximize the company value. • Led and motivated high-performing teams and provided training, tools, and resources to meet and exceed ambitious performance objectives. • Identified potential growth opportunities with a commitment to aligning strategies and solutions to meet customer needs. • Promoted… Show more • Oversaw all customer experience (CX) activities. • Developed robust relationship with C-suite executives and influenced decision making, communications, and account strategies to maximize the company value. • Led and motivated high-performing teams and provided training, tools, and resources to meet and exceed ambitious performance objectives. • Identified potential growth opportunities with a commitment to aligning strategies and solutions to meet customer needs. • Promoted the adoption of cloud-first strategies in support of the company's software products and SaaS offerings.Select highlights:• Successfully directed the 5 largest global enterprise accounts, overseeing 1500+ employees to deliver $2B+ multi-year customer engagements producing $400M in annual revenue.• Implemented a "Single Leader" model for each account resulting in improved customer satisfaction.• Established a 20% annual recurring revenue growth goal across 3 years and effectively lead team members to drive adoption and deliver against each account strategy.• Formalized a "Delegate and Elevate" approach with key team leaders to improve hierarchical depth and breadth.• Implemented the Premier Working Group to facilitate opportunities for reuse or scaling.• Oversaw a 40% adoption increase that is projected to lead to recurring revenue growth. Show less

Raleigh-Durham, North Carolina Area

• Directed resource planning, team development, and delivery strategies to ensure overall customer satisfaction. • Developed a detailed P&L strategy and identified opportunities to grow and recover revenue while optimizing costs. • Established a holistic plan to optimize project timelines while minimizing costs. • Replaced key leaders and provided coaching to improve overall team results. • Led partner and vendor management. • Oversaw process improvements and workflow… Show more • Directed resource planning, team development, and delivery strategies to ensure overall customer satisfaction. • Developed a detailed P&L strategy and identified opportunities to grow and recover revenue while optimizing costs. • Established a holistic plan to optimize project timelines while minimizing costs. • Replaced key leaders and provided coaching to improve overall team results. • Led partner and vendor management. • Oversaw process improvements and workflow optimization to leverage software and automation. • Maintained a strong customer focus while delivering innovation and customer impact.Select highlights:• Led a team of 1200+ with general management to deliver $200M in annual customer experience (CX) revenue, maintaining accountability for $800M+ multi-year services engagement for the company's largest enterprise account.• Delivered a 29-point margin improvement in just 14 months.• Effectively transformed an automation program that was 18 months behind schedule to deliver on planned cost reductions and time savings.• Provided consultative leadership for a platform delivering analytics that was scaled to cover 50+ key accounts.• Pioneered a service delivery automation solution that delivered 10% cost reduction in just 1 year.• Successfully renegotiated contracts and consolidated providers, resulting in ~$10M incremental annual margin. Show less

Rtp, Nc

• Led resource management, team development, P&L accountability, and service delivery. • Developed strategies and plans to address resource challenges and delivery issues. • Oversaw performance management and improved productivity through ongoing communications. • Provided analysis and correlated multiple data sources in an online portal to address key business and customer metrics. • Served key clients regarding business case development by providing and visualizing data… Show more • Led resource management, team development, P&L accountability, and service delivery. • Developed strategies and plans to address resource challenges and delivery issues. • Oversaw performance management and improved productivity through ongoing communications. • Provided analysis and correlated multiple data sources in an online portal to address key business and customer metrics. • Served key clients regarding business case development by providing and visualizing data concerning business impact.Select highlights:• Oversaw $200M+ multi-year services engagement for the company's 2nd largest enterprise customer.• Repaired strained executive relationships and re-established credibility resulting in 37% recurring revenue growth.• Improved service restoration by reducing Time to Restoration (TTR) by 75% through a joint improvement plan.• Identified opportunities for ~$40M incremental revenue growth and protected $50M in annual revenue through effective analysis. Show less

Raleigh, North Carolina, United States

• Provided global leadership, driving innovative IT Service Management (ITSM) process improvements and service expansion. • Transformed the IT business model for customers with a focus on data center architectures and collaboration. • Enhanced IT business metrics by improving processes around portfolio development, service delivery, P&L management, and leadership development. • Accelerated go-to-market efforts by implementing a Lean / Agile approach to service development and… Show more • Provided global leadership, driving innovative IT Service Management (ITSM) process improvements and service expansion. • Transformed the IT business model for customers with a focus on data center architectures and collaboration. • Enhanced IT business metrics by improving processes around portfolio development, service delivery, P&L management, and leadership development. • Accelerated go-to-market efforts by implementing a Lean / Agile approach to service development and delivery.Select highlights:• Led the reconfiguration and rebranding of a global team of 30+ IT consultants.• Evolved the portfolio through alignment with cutting-edge industry frameworks including ITIL, TOGAF, eTOM, and COBIT. Show less

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Rtp, Nc

Responsible for delivery of the Network Optimization Service to customers in the Financial Services vertical.

Rtp, Nc

Focused on delivery of the Network Optimization Service to a diverse client base including financial services, health care, and manufacturing verticals

Rtp, Nc

Delivered the Network Optimization Service to a diverse customer base, focused on the financial services industry