Daniel Shih Email & Phone Number

Plano, Texas, Us

Responsible for CYPHER Learning's customer experience operations.

Canton, 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.

Toronto, 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.

Boston, 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.

• 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

Southborough, Ma, Us

Responsible 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.

Us

Responsible 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.

Naperville, Il, Us

Managed 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.

Us

Houston, Texas, Us

Master'S Degree, Computer Science

Bs, Computer Science, Economics