Dave B. Email & Phone Number

San Diego, Ca, Us

As the director of support services research for TSIA, I provide TSIA’s Support Services members with research and advisory to help them optimize their Customer Support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes. I am passionate about using my years of Customer Success and Support Services leadership experience to help Customer Support organizations transform and achieve industry-leading results.

Baltimore, Md, Us

Led and grew a 30 member customer experience team through an initial phase of transformation to improve customer service and productivity for consulting services and customer support teams. Regularly updated the Board on business strategy and operational performance. Reported directly to the CEO.

Elkridge, Md, Us

Led 45 team members in $56M+ global Customer Success and Support Services organization to deliver software solutions for 4600+ lifetime customers with 20M end users. Regularly updated Board regarding strategy and business. Reported to CEO. Customers included 50 of Fortune 100 companies, such as PepsiCo, Estée Lauder, Tyson Foods, Pfizer, General Motors, and many others.TARGETED SALES CAMPAIGNS & PLAYBOOKS: Analytics from cloud management platform assisted Sales to target and execute sales campaigns and drove improvements in adoption playbooks to deepen customer usage of cloud solution.CLOUD-BASED MANAGEMENT PLATFORM: Implemented cloud-based Customer Success Management Platform. Harvested customer data and analytics to provide key customer usage data, identify retention risks across all global customer segments, scale low-touch customer communications, and drive more effective high-touch, strategic customer interactions.CUSTOMER KNOWLEDGE REPOSITORY: Revitalized knowledge repository and deployed/promoted Knowledge Centered Support (KCS). Deflected ticketing costs by 8% to 10%, capturing savings of $1.3M annually – annual 5X+ ROI for KCS initiative.CUSTOMER SUCCESS TEAM: Re-invented customer success team to raise performance driving customer engagement, customer adoption, business expansion, and customer retention. CUSTOMER BLOG SERIES, 2017: Wrote customer update blog series to inform 7K+ global customer practitioners of ANCILE’s strategic solution roadmap enhancements. Achieved average open rates of 12% and click-thru rates of 3.5% for each blog series.

Elkridge, Md, Us

Managed all customer relationship, customer success, and support strategies, utilizing best practices and state-of-the art cloud technologies to maximize customer experience and to reduce customer effort level.CUSTOMER CHURN: Drove service operations and achieved low customer churn rate (6% or less) for 4000+ lifetime customers and 19M end users across 90+ countries.AGILE / SCRUM-BASED TEAM: Led highly successful business change initiative transforming a tier-based Global Support organization into an Agile/Scrum-based (swarming) support team. Lowered overall customer effort level and achieved/maintained CSAT ratings of 98% and higher from within 1 year of initial implementation.STRATEGIC ACCOUNTS MANAGEMENT PROGRAM: Formed initial customer success overlay team to support new, focused strategic account management program. Improved customer adoption, expansion, and retention and delivered retention rates for strategic accounts of 99% in customer count and revenue.FORTUNE 100 CUSTOMERS: Directly led executive-level strategy meetings with numerous Fortune 100 customers and achieved 100% customer retention for these accounts over 3-year timeframe.PARTNERSHIPS & ALLIANCES: Built/sustained relationships with some of the largest ISV companies in the world (SAP, HPE, OpenText, Infor) resulting in combined partner-based subscription and on-premise maintenance revenues of $70M to $80M annually with subscription and maintenance renewal rates of 94% and higher.POST DIVESTURE STAND-ALONE COMPANY: Key contributor to develop post-divestiture business requirements necessary for ANCILE to become a stand-alone software company.

Columbia, Maryland, Us

Led 55+ team members located in the US, Canada, Germany, UK, Australia, and Japan to service multiple software product lines for 2,500 North American and International customers. Delivered Tier 1 through Tier 3 customer support services. Delivered YoY EBITDA results of 89% on average; steadily grew support and maintenance P&L to $40M.PRIVATE EQUITY BUYOUT: Key member of management team to position and sell RWD’s software practice to a private equity firm. Established credibility with new Board that global customer support unit could deliver consistent, high results.CRITICAL GLOBAL ALLIANCE: Launched new alliance with SAP AG for selling and supporting RWD software products into the EMEA, Asia-Pacific, Latin America, and South Africa regions.STRATEGIC CUSTOMER RETENTION PROGRAM: Developed and implemented strategic retention program to drive and maintain strategic customer engagement and product usage; established YoY retention levels of 95%+.

Columbia, Maryland, Us

Directed 20-member team to support 950 international and North American customers. Served as primary customer account manager for North American professional services – oversaw delivery of services from order-to-cash. Established high levels of customer satisfaction (near 100%) and grew business from $2.4M annually to $13.1M - 200% YoY growth rate in 3 years.NORTH AMERICAN SUPPORT SERVICES: Conceived/built ground floor-up software support and service business including full-service North American support and product consulting line of business. Achieved/sustained high levels of profitability.

Bs, Oceanography/General Engineering

Post-Graduate Technical Education, Nuclear Power, Nuclear Engineering