Daniel Shih Email and Phone Number
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Executive leader with extensive experience building, leading, and mentoring customer success, customer experience, professional services, and support organizations to deliver exceptional value to customers. Significant experience managing customers at all levels from technical resources through executive management. Experience spans the full breadth of the customer life cycle from business development / sales, through assessment and delivery, to support, and account management / renewals. Have developed customer success, delivery, and support methodologies and led organizations to exceed key metrics including revenue attainment, team utilization, customer satisfaction, and customer account renewals and growth by focusing on customer success. Significant vertical experience in healthcare, identity and access management (IAM), cybersecurity, authentication, and financial services.Areas of expertise include:- Building, leading, and mentoring teams that deliver exceptional levels of customer satisfaction in all aspects of the customer engagement process.- Developing customer relationships (CRM) at all levels to support customer retention and growth.- Developing customer implementation / onboarding, customer management, customer success, and customer support measurement methodologies to ensure that customer success can be measured accurately.- Owning and driving customer renewal, retention, and customer upsell bookings / revenue generated from an existing customer base.- Defining customer life cycle processes that drive customer satisfaction (CSAT), customer adoption, expansion of the customer footprint, and drive customer retention.- Succeeding both in start-up environments and in established organizations. Part of two successful IPOs.- Developing and optimizing delivery methodologies both for product implementation and solution delivery.- Developing new services offerings to increase bookings numbers.- Working closely with sales to close bookings, and with product management to ensure that products are growing with customer need. - Able to take a hands-on delivery management role for key accounts as needed.- SaaS model solution delivery.
Cypher Learning
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Vp Of Customer ExperienceCypher Learning Jun 2024 - PresentPlano, Texas, UsResponsible for CYPHER Learning's customer experience operations.
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Vice President Of Customer ExperienceAqueduct Technologies, Inc. Mar 2020 - Dec 2023Canton, Massachusetts, Us- Member of the executive leadership team at Aqueduct Technologies an IT solutions provider that focuses on delivering technology solutions to its customers to enable them to achieve their business goals. - Responsible for ensuring the success of Aqueduct customers with a focus on customers that receive Aqueduct provided services including managed services and software subscriptions.- Built Aqueduct’s Customer Experience organization.- Implemented Gain sight tool for use by the Customer Experience organization.- Led Aqueduct’s CX team to meet Cisco’s Advanced Customer Experience Specialization certification.- CX team exceeded subscription renewal goals (Annual Recurring Revenue) and was an integral component of growing and retaining Aqueduct’s managed services business (Monthly Recurring Revenue).- Areas of renewal / upsell included SaaS solutions, software subscriptions, and managed services. -
Vice President, Customer SuccessNymi Apr 2019 - Mar 2020Toronto, Ontario, Ca• Member of the executive team at Nymi, a company that provides a wearable biometric authentication device that is used to deliver increased efficiency, data integrity, and overall security to organizations. Currently the focus is on the pharmaceutical manufacturing space with long term goals to move into additional verticals that can leverage existing capabilities as well as physical access control and presence detection.• Primarily responsible for building the structure of Nymi’s delivery and support methodology and organization to ensure successful delivery to Nymi customers, customer satisfaction, and customer retention. -
Vice President Of Customer SuccessIboss 2018 - 2019Boston, Ma, Us• Member of the sales management team at iboss, a SaaS model cybersecurity software company that provided content filtering, malware protection, and data loss prevention.• Responsible for the organization that owned the customer renewal, retention, and customer upsell generated from the existing customer.• Team success measured by annual contract and total contract value retention and customer retention metrics.• Organization consisted of both onshore and offshore account management / customer success management resources. -
Vice President Professional Services And SupportImprivata_Caradigm_Microsoft_Sentillion 2006 - 2018• Twelve-year tenure leading an identity and access management delivery and support organization.• Hired by Sentillion in 2006• Sentillion acquired by Microsoft in 2010• Microsoft launches Caradigm in 2012• Caradigm acquired by Imprivata in 2017The below are the roles I played during my time with the organization through its transitions and the major responsibilities I held.• Drove all aspects of customer success including customer retention, customer up-sell, and CSAT.• Led Caradigm’s IAM (Identity and Access Management) Services to consistently exceed revenue targets bringing Caradigm’s healthcare customers to go-live dates within predictable timeframes and ensuring customer satisfaction and customer success.• Responsible for all Caradigm IAM business implementation revenue.• Led IAM Support organization to provide 24x7x365 support to production users.• Developed new service offerings used by IAM Sales and Account Management teams to engage with customers to drive new bookings and customer up-sell.• Solved customer escalations by maintaining senior management level (CIO, CTO, Director) relationships with customers.• Drove growth in Caradigm’s identity management business by deepening expertise in healthcare identity management delivery; governance, risk management, and compliance; and role-based access control.• Partnered with IAM Sales organization by providing subject matter expertise and scoping and pricing all IAM engagements.(Imprivata)VP, Professional Services & Support (Caradigm) VP, Professional Services and Support Director, Professional Services (Microsoft) Director, Integration Services (Sentillion, Inc). Senior Director, Program Management Director, Program Management
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Engagement PartnerGlasshouse Technologies 2005 - 2006Southborough, Ma, UsResponsible for business development / sales support, delivery management, and client / account management. Measured through client satisfaction and revenue quota achievement. Business area focus includes backup and storage strategy and optimization. Backup and storage operational services. -
DirectorArcstream Solutions 2003 - 2005UsResponsible for sales support and business development, client relationship management, and delivery management. Led ArcStream medical school practice as medical school practice director. Developed project management methodology. -
Director Program ManagementViant 1998 - 2003Naperville, Il, UsManaged multiple large enterprise scale engagements with specific areas of focus including financial services and publishing. Also responsible for client relationship management and business development / sales support. -
Principal ConsultantCorechange 1997 - 1999Us -
Associate Director / Technical LeadCambridge Technology Partners Mar 1992 - Sep 1997
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Software EngineerDigital Equipment Corp Mar 1987 - Mar 1992Houston, Texas, Us
Daniel Shih Skills
Daniel Shih Education Details
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Boston UniversityComputer Science -
Tufts UniversityEconomics
Frequently Asked Questions about Daniel Shih
What company does Daniel Shih work for?
Daniel Shih works for Cypher Learning
What is Daniel Shih's role at the current company?
Daniel Shih's current role is Executive leader with extensive experience building and leading customer success, customer experience, professional services, implementation services, and support organizations to deliver exceptional value to customers..
What is Daniel Shih's email address?
Daniel Shih's email address is da****@****ast.net
What is Daniel Shih's direct phone number?
Daniel Shih's direct phone number is +161751*****
What schools did Daniel Shih attend?
Daniel Shih attended Boston University, Tufts University.
What are some of Daniel Shih's interests?
Daniel Shih has interest in Education, Health.
What skills is Daniel Shih known for?
Daniel Shih has skills like Program Management, Enterprise Software, Professional Services, Crm, Business Development, Consulting, Strategy, Start Ups, Management, Product Management, It Strategy, Business Process.
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