David Zukof Email & Phone Number

Pleasanton, California, Us

Lead Professional Services for the Northeast Region. Lead overall Customer Experience (CX) & Employee Experience (EX) program delivery for 50+ accounts (including several Fortune 500) across Financial Services, Insurance, Telco, Retail, Healthcare, Pharma, B2B, and Hospitality. Responsible for building out this newly established region and overseeing 40+ team members across North America and India that provide day-to-day client services, including industry best practices, strategic advisory, program management, and technical configuration.

Pleasanton, California, Us

Led Medallia’s Professional Services team for the largest and most strategic account, a Fortune 50 Financial Services firm. Promoted from Program Manager up through Sr. Director on this account. Oversaw a dedicated team of 35+ people across North America and India . Consistently met and exceeded financial and non-financial goals, including Net Promoter Scores, Budget Management, Account Growth, and Employee Retention. Consistently ranked as one of the top team leads with highest employee satisfaction and engagement. Created a team culture focused around a growth mindset, continuous improvement, and coaching. Implemented process improvements to increase efficiency and quality, and transformed our team members into multipliers. Established our department's Strategic Roadmap to align all Strategic accounts on a united vision, metrics, and action plan to achieve our goals.

Pleasanton, California, Us

Led the core elements of Medallia’s largest and most strategic account. Selected to represent Strategic Account group for the Profitability Task Force; regularly presented findings and impact to Chief Customer Officer. Received Medallia’s President’s Club award.

Pleasanton, California, Us

Led many of the key components of Medallia’s largest and most strategic account. Achieved record-setting increase in Professional Services revenue during client renewal; authored the justification and supporting business case, and designed the operating model to scale our team. Won organization’s Innovation Award for designing and launching a tool to scale client project intake, prioritization, communication, and execution, leading to $millions in savings.

Pleasanton, California, Us

Recruited internally to orchestrate a turn-around within Medallia’s largest and most strategic account. Secured buy-in from colleagues and clients on need for change, identified pain-points, created the future state vision, and led team on successful journey of improvement. Presented recommendations to C-suite and secured support and investment for the transformation.Managed the CX programs for a globally loved toy company and a top 3 U.S. TV/internet company. Responsible for day-to-day program delivery, including CX advisory and best practices, building the program roadmap, delivering key projects, effective client communications, and budget management.

London, Gb

Managed $500k - $1.5MM+ consulting engagements to build and establish CX programs, strategies, and customer service offerings at the largest U.S. electric utilities• Established a CX and operational improvement program leveraging employee feedback, built a tool to prioritize 100+ client projects, established roadmap and business cases to justify $25MM of spend • Managed customer journey mapping project to design future state experience for 7 transactions, led 10+ in-person and virtual workshops to gather inputs, and developed governance and KPI recommendations• Developed a digital channel strategy to align three subsidiary companies on digital customer service platforms, created 12 business cases to support $34MM in investments, and built a five-year technology plan• Speaker at Customer Service Week conferences on digital experiences and journey mapping (’15 & ’16)

London, Gb

Chicago, Il, Us

Supported leading competitive procurements (RFPs) on the client’s behalf, including to outsource all business and electric grid operations (multi-$billion contract value) and to acquire $425MM of solar energy • Conducted in-depth qualitative and quantitative assessments of proposals• Supported contract negotiations, established performance metrics, and planned for tactical execution

Chicago, Il, Us

Bs, Policy Analysis And Management

Education record