David Rogers Email & Phone Number

Orem, Utah, US

New York, NY, US

Over the past year, I have built a Customer Success program of 50+ FTEs involving all aspects of post-sales operations (product fulfillment, onboarding/implementation, account management, upsells and retention), and developed a scalable CSM client management methodology and process that has successfully reduced churn, created an expansion process, and.

Boston, Massachusetts, US

I was commissioned by Founder/CEO Hari Ravichandran to build the Direct-to-Consumer (D2C) program from scratch, and be a key stakeholder in implementing the necessary telephony, Salesforce and other supporting systems/tools. Over the first two years, we tested, launched and scaled the following functions and grew the department to 30+ FTEs. This included.

Lehi, Utah, US

Designed and launched a Customer Success program: Role Definitions, KPIs, Expansion & Upsell, Renewal & Retention Playbooks, Customer Journey Roadmap, Compensation Plan, Career Pathing, Onboarding & Ongoing Training. Teams included Implementation, Account Management and Product Support. Project ended prematurely due to funding constraints and.

Lehi, Utah, US

Over a two year period of hyper-growth I have built a Customer Success team of 80+, built a scalable CSM client management methodology and process to successful manage growth of $15M - $70M ARR which includes an expansion from 10k - 35k rooftops, all while maintaining a <2.5% churn rate. Lead strategy behind retention initiatives resulting in 2.3% gross.

Jacksonville, Florida, US

• Lead strategy and execution of all Sales, Support and Professional Service teams at Bluehost while managing a 450 stateside employees + 160 India based team. Managed an annual budget of $32M. Combining Sales & Support.
• Teams included: Sales functions: Inbound/Outbound, Live Chat & Retention Teams Support functions: Technical Support (L1/L2/L3), Billing & Fraud/Chargebacks Professional Services functions: Website Design, Optimization.
• Created new hire nesting program for Customer Service resulting in a 25% reduction in attrition
• Revamped the Customer Service management organization and culture, focusing on building team continuity, accountability, and an “in-the-trenches” coaching mentality
• Leveraged subject matter experts to improve processes and empower frontline agents

Jacksonville, Florida, US

• Lead strategy and execution for all Sales functions/teams at Bluehost, including Inbound/Outbound, Live Chat, Retention and Professional Services (Website Design, Optimization & Migration).
• Managed an annual budget of $12M and 120 employees.
• Top-selling Sales Floor at Endurance International Group (EIG).
• Consistent YOY revenue growth: 2013 Gross Revenue = $12.7 Million 2014 Gross Revenue = $17.1 Million ($4.4M YOY Improvement) 2015 Gross Revenue = $25 Million ($6.9M YOY Improvement)
• Consolidated/streamlined multiple sales functions, reducing costs by 30% while 2x monthly revenue
• Developed a Sales Training and Nesting program resulting in: Cash-Per-Contact increase from $21 (2014) to $41 (2015) Increased New Cash revenue (upgrades/add-ons) from 32% (2014) 58% (2015) Average monthly revenue +14k.

Jacksonville, Florida, US

• Oversaw 6 Departments - Technical Support, Escalation/Saves, Website Setup, Website Design, Account Managers, Website Marketing (SEO, Pay-Per-Click, Social Media)
• Developed/Improved workflow processes based on industry best practices
• Streamlined Services by bringing 3rd party fulfillment in-house, thus reducing operational costs by 60% and keeping COGs under 20%
• Developed a culture of loyalty, resulting in low turnover for call center/customer support environment
• Turned $8-hour employees into $20-hour employees who were still willing to work for $8
• Improved customer retention and reduced chargeback/refund % by improving fulfillment quality, turnaround time, and customer communication

• Proofread/edit/format documents for clients within deadline
• Founded editing company to pay for college
• Recruited Clientele
• Met deadlines and maintained schedule while working from home office
• Developed consulting editor practice where workflow was passed to consulting editors

• Responsible for day to day management of Customer Support Team
• Created new-hire and ongoing training curriculum
• Improved efficiency
• Improved customer experience by implementing technology, ex. screen sharing
• Drove revenue via CSRs selling customer upgrades
• Defined CSR key metrics to hold CSRs accountable & reward top performers

Bachelor Of Arts (Ba), English Language And Literature, General

Master Of Business Administration (M.B.A.), Business, Management, Marketing, And Related Support Services

Associate Of Science (As), Generals