David Mello Email & Phone Number

Palo Alto, California, Us

Responsible for providing a superior customer experience to all CloudLinux customers, and aligning internal departments with a customer-centric culture to ensure superior customer satisfaction for all of the company’s product lines and business units, ultimately resulting in higher retention rates and more upsell opportunities. Also responsible for analyzing customer relationships in order to fully understand the needs and expectations of the company’s customers, with the goal of identification of opportunities to improve the organization’s policies, processes, and products to better serve our customers.

Led presales engineering, post-sales support, professional services, IT, product management, engineering, and quality assurance with team of 60. Key member of the executive team. Reduced organizational head count through improved processes while maintaining high levels of customer satisfaction. Consistently achieved Net Promoter Score of 75+. Received technical support customer satisfaction ratings over 97%. Helped move EBITDA by 20%, positioning company for sale in just over two years. Received two Excellence in Customer Service awards from the Business Intelligence Group.

Stadtkreis 1 Altstadt, Zurich, Ch

SENIOR VICE PRESIDENT - SUPPORT | SERVICES, 2014 – 2017VICE PRESIDENT - SUPPORT | SERVICES, 2010 – 2014Led 100 team members in pre- and post-sales support of consumer and business products. Directed training of internal technical teams. Member of executive team for Americas region. Increased services revenue by 122% YOY. Directed project to outsource Level 1 consumer support operations. Launched four new premium support services for B2B customers, as well as personalized B2C services. Established a Certified Services Provider program that increased service delivery capacity and enabled partners to increase average transaction value by over 50%. Achieved ISO 9001 certification. Won Technical Services Industry Association Certified Support Staff Excellence Award for two consecutive years and Stevie Award for Customer Service for three consecutive years. CRN Channel Sales winner for support and service.

Claymont, De, Us

Led sales, services, and technical support for SaaS. Sales channels included inside sales, customer retention, and partner sales development. Member of Senior Management Team, Product Steering Committee and Pricing Committee. Delivered regular updates to the Board of Directors. Exceeded direct sales target by 11%, renewal sales target by 5%, partner sales target by 22%, and services sales target by 18%. Increased direct sales close rate and sell-through rate of online consignment products with the implementation of an outbound call merchandising consultation services program.

Claymont, De, Us

Directed services and technical support, customer training, and operational functions. Accountable for revenue quotas for repeat/renewal business and post-sign upsell of online consignment store products. Raised subscription renewal sales rate by systematizing the customer retention messaging process enhancing outbound call tactics. Established a professional services practice that exceeded annual targets by an average of 24% each year. Improved rep productivity 60% YOY by streamlining processes and implementing an ongoing training plan. Decreased marginal support costs by over 100% through the introduction of automation and online self-service tools for customers.

Responsible for all direct sales of shipping and logistics automation solutions, including enterprise systems supporting multiple distribution centers and integration with back-end ERP and order management systems.Exceeded sales quota by 17%

Manchester, Greater Manchester, Gb

VICE PRESIDENT OPERATIONS, 2001 – 2004Led team of cross-functional executives in the development of an enterprise process initiative to achieve maximum efficiency and return on investment. Directed technical support, training, contract management, order fulfillment, and information technology. Active member of the Senior Management Team contributing to strategic direction. Member of Pricing Committee. Decreased average sales cycle by 20% through simplification of contract management process and associated documents. Took employee retention from 80% to 90% in one year. Increased customer satisfaction with new service options, generating an additional $1M in revenue, while cutting costs by outsourcing onsite hardware support. Generated an annual cost savings of over $1M after a major acquisition by reducing branch support and centralizing operations while increasing customer satisfaction rates by 18%. Eliminated 22% annually from field operating costs by closing 15 branch offices and redeploying personnel to home-based office.PRIOR KEWILL ROLES:WITH DIRECTOR - OPERATIONS, 2000 – 2001DIRECTOR - CHANNEL SALES | SUPPORT, 1999 – 2000DIRECTOR - CORPORATE ACCOUNTS, 1998 – 1999

Bs, Computer Information Systems

Education record

As, Business Management