Darrin Poole Email and Phone Number
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As a Strategic Senior Customer Experience Leader, I have a proven track record of driving digital transformation and optimizing customer engagement strategies across SaaS and IT Service industries. I excel at leveraging data-driven insights, fostering cross-functional collaboration, and championing the Voice of Customer to deliver exceptional business outcomes.I develop impact-driven, go-to-market strategies, streamline processes, and maximize customer acquisition and retention to drive revenue growth and scale operations. My expertise spans SaaS technology management, strategic planning, and customer success, delivering transformative change and innovative customer experience solutions. I am known for conceptualizing, implementing, and executing solutions that align post-sales operations with customer needs, fostering loyalty and satisfaction. I am committed to advancing customer experience through strategic leadership, technology integration, and stakeholder engagement, with a dedication to exceptional business outcomes and nurturing high-performing teams. I bring global business acumen and have conducted business with South Asian, Indian, and European cultures.An exceptional, collaborative team leader who can add value to any organization by:• Driving digital transformation and optimizing customer engagement strategies to deliver exceptional business outcomes• Leveraging data-driven insights, fostering cross-functional collaboration, and championing the Voice of Customer• Developing impact-driven go-to-market strategies, streamlining processes, and maximizing customer acquisition and retention to drive revenue growth and scale operations• Advancing customer experience through strategic leadership, technology integration, and stakeholderengagement, with a dedication to nurturing high-performing teams solutions.Industry Insights: SaaS, IT Services, Management Consulting, Emergency Services, Banking, Healthcare TechnologyTechnology Acumen: Software & Applications: Microsoft Office 365, Microsoft Dynamics, Salesforce Service Cloud, Zendesk, HubSpot, Oracle CRM, Gainsight, ClientSuccessLanguages & Frameworks: Information Technology Infrastructure Library (ITIL), Project Management Maturity Model (PMMM)Methodologies: Agile, Software Development Life Cycle (SDLC)Beyond my technical expertise and strategic vision, I am known for inspiring and leading high-performing teams with a collaborative approach. I am dedicated to driving change, fostering innovation, and delivering exceptional business outcomes.
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Head Women'S BasketballFramingham State UniversityCary, Nc, Us
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Vice President Of Customer SuccessPlaymetrics Oct 2024 - PresentMorrisville, Nc, UsUnite your staff, families, and data in one, integrated operating system. PlayMetrics acts as the single source of truth for everyone in your organization, helping you optimize daily operations and transform your business in ways that weren’t possible before. Trusted by the most forward-thinking youth sports clubs and governing bodies, our systems allow everyone from directors to parents to manage their entire workflow without having to switch apps, juggle databases, wrestle clunky tools, or waste hours searching for information. -
Customer Experience Consultant (Contract-Based)Explic8 Oct 2023 - Sep 2024Wetherby, West Yorkshire, GbProvided strategic leadership for a global healthcare device manufacturer transforming B2B and B2C experiences for Explic8's North American customer base.Select Achievements:• Led the tiered customer segmentation of 200,000+ consumers and 1,500 healthcare professionals, implemented a skills-based routing of inbound contact center inquiries to 100+ agents, and up-leveled workforce management procedures to improve employee retention.• Developed strategic recommendations mitigating the 40% employee attrition rate while increasing workforce EQ and IQ skill development with the goal of reducing Average Handle Time by 25% and achieving more successful outcomes. -
Vice President Customer ExperienceGeoforce Jul 2022 - Jun 2023Plano, Texas, UsGeoforce is the leading multi-market IoT platform for mobile field operations that simplifies asset data into actionable insights for over 1,300 customers in over 90 countries.Led post-sales customer-facing teams to accelerate onboarding time-to-value and enhance software usage and adoption, consistently delivering high CSAT and NPS scores and driving improved customer business outcomes. Administered a budget of $2.5M leading twenty team members. Implemented segmented customer journeys, enabling Customer Success Managers (CSMs) to focus on specific use cases and targeted outcomes, driving quarterly performance improvements.Select Achievements:• Reduced customer attrition by 10% through an integrated customer experience strategy that aligned post-sales operations with customer needs.• Improved digital onboarding efficiency by 20% by streamlining processes and leveraging technology to accelerate time-to-value for new customers.• Created a four-tier customer segmentation model to tailor services and support, resulting in double-digit to single-digit device churn and enhanced customer asset performance. -
Vice President Customer ExperienceEso Nov 2020 - Jul 2022Austin, Texas, UsESO offers an integrated suite of healthcare software products for EMS agencies, fire departments, and hospitals that are transforming the way first responders collect, share, report, and analyze critical information to improve community health and safety.Championed customer experience and led post-sales teams to deliver engaging experiences for over 18,000 US, Canada, and the United Kingdom customers. Administered a $7.2M budget and managed leadership development and growth for a team of 125+ professionals and third-party resources.Select Achievements:• Increased software provisioning and onboarding efficiency by 20% by integrating administrative provisioning software with Salesforce CRM and workflow solutions.• Achieved 95% contact center service level commitments by deploying AI-Bots to manage common inquiries and prioritize the case queue, improving Average Speed of Answer and Time to Resolution.• Created a customer health score model and refined segmentation into high-touch, low-touch, and tech-touch lanes, achieving 30% annual growth with only a 10% increase in operating budget.• Automated CS Playbook tasks within Salesforce and Customer Success software tools, achieving a 97.5% Gross Revenue Retention target by creating a four-stage success journey for new and existing customers. -
Vice President Customer ExperienceClearaction Continuum Apr 2017 - Oct 2020Phoenix, Arizona, UsClearAction Continuum is a SaaS technology company that helps companies increase employee engagement across marketing and CX professionals.Conceptualized, launched, and managed a SaaS startup, focusing on increasing customer engagement for B2B clients. Defined overall corporate strategy and business vision, established key partnerships and industry relationships, and drove organizational performance. Managed development and growth for a team of 10 professionals plus third-party resources.Select Achievements:• Achieved Minimally Viable Product MVP (9 months) and Early Adopter (6 total) growth targets through an Agile development product strategy methodology.• Drove a 150% increase in the early-stage sales pipeline by establishing and nurturing relationships with strategic content and growth alliance partners for brand promotion and B2B demand generation. -
Sr. Director, Cx Strategy & DesignMaritzcx Jul 2016 - Mar 2017Lehi, Ut, UsMaritzCX provides Customer Experience (CX) software and research to help global enterprise companies collect, analyze and create action plans that respond to the Voice of the Customer feedback.Led strategic planning and implementation for Customer Experience (CX) software, directing customer engagement strategy alongside Enterprise Sales Directors and Client Success Managers. Drove client adoption of predictive AI models, developed CX thought leadership and increased client CX maturity.Select Achievements:• Realized a 5x sales pipeline increase through brand promotion and B2B demand generation.• Spearheaded $160M recurring revenue through increased SaaS solution adoption with installed-based customers.• Leveraged VoC insights to create a frictionless customer journey for a large enterprise customer, resulting in a cross-business unit initiative to redefine the customer journey and achieve 95% customer contract renewals with related order volume growth and expansion. -
Sr. Manager - Services MarketingAdobe Jun 2012 - Feb 2016San Jose, Ca, UsDrove go-to-market strategies and integrated marketing cloud solutions for Adobe's $3.0B digital marketing business unit, serving over 4,000 companies globally. Led initiatives to deliver exceptional customer experiences and overall brand promise.Select Achievements:• Achieved 30% bookings and 20% annual revenue increase through the development and deployment of customer engagement strategies for global enterprises• Conducted in-depth phone and email research across four global customer segments and six persona groups to conceptualize customer experience journey management and drive a 20-point improvement in NPS scores.• Developed new branding, messaging, and go-to-market operating model for a 2300+ global services organization based on VoC research, shaping the fiscal year's budget to drive learning and development investments and achieve 110+ Net Revenue Retention on a $1.0B ARR base.
Darrin Poole Education Details
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University Of North Carolina At Chapel HillEconomics
Frequently Asked Questions about Darrin Poole
What company does Darrin Poole work for?
Darrin Poole works for Framingham State University
What is Darrin Poole's role at the current company?
Darrin Poole's current role is Head Women's Basketball.
What is Darrin Poole's email address?
Darrin Poole's email address is po****@****obe.com
What is Darrin Poole's direct phone number?
Darrin Poole's direct phone number is (707)-678*****
What schools did Darrin Poole attend?
Darrin Poole attended University Of North Carolina At Chapel Hill.
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