David Lo Email & Phone Number

Manhattan, Kansas, US

Santa Barbara, California, US

• Over five years, revenue tripled from $190M to $620M with reaccelerating revenue growth and return to profitability. Promoted to expanded leadership role and as part of the executive team reset the company’s focus.
• Exceeded annual budget commitments for past two consecutive years, by implementing operating rigor through the rollout of a new Business Operating Model (MBRs, QBRs, OKRs and Strategic Planning).
• Generated tens of millions of dollars in incremental recurring revenue and profitability through creation of a Pricing & Packaging strategy. Led analysis and recommendation to create new product tiers, transitioning to.
• Created customer health metric adopted across the organization that is predictive and causal to ARPU growth. Metric is used by product, customer success and GTM teams to orchestrate actions across the customer journey.
• Launched AppFolio Stack (strategic partnerships platform), as a key enabler of our up-market growth strategy. Within just 18 months, live with 30 partner solutions and 20% of units connected to at least one integration.

Santa Barbara, California, US

• Newly created leadership role to scale the company for execution and growth. Created Centers of Excellence in Analytics, Customer Experience and Business Operations.
• Significantly improved revenue forecasting accuracy for transactional services (e.g. Payments, Renter’s Insurance) and drove incremental revenue through analytics experimentation.
• Launched Voice of Customer platform to consolidate 1M+ annual customer interactions across disparate platforms, leveraging AI/ML to identify key themes, emerging trends and customer sentiment.
• Reduced 20% of customer support contacts by partnering with product teams to address top case drivers, resulting in improved customer experiences, higher NPS, while also reducing support costs.
• Implemented a customer closed-loop program, which led to higher NPS and saved at-risk customers and revenue.

Mountain View, California, US

• Led 300+ person global organization responsible for $220M budget to handle 11M annual assisted contacts with 7,000 global agents at peak season. Operations CoE responsible for technology platforms, analytics, workforce.
• Drove 22% reduction in Care cost as a percent of revenue over three years while delivering improved customer and agent experiences.
• Delivered 17% cost-per-customer efficiency in Payroll Operations by investing in technology platform to automate processes to scale.
• Created new customer experience metric adopted across the business as a leading indicator KPI of customer experience with causal impact on retention and conversion.
• Led Customer Care Technology strategy and plan across Intuit, leading to a three year CEO investment to transform the agent technology platform and experience.

Mountain View, California, US

• Newly created leadership role as part of org restructuring to unify disparate business units and siloed customer experiences. As part of leadership team, redefined Customer Care strategy, operations and 1,000+ person.
• Doubled Transactional NPS by redesigning frontline agent incentives and compensation plan.
• Eliminated 25% of customer contacts by launching customer closed-loop feedback system.
• Built a best-in-class 100-person operations CoE.

Mountain View, California, US

• Took on Technology Product Leader role created by GM to transform lagging Technology strategy and progress. Partnered with Engineering leadership to create and execute on multi-year re-platforming strategy and plan.
• Led change management initiatives including new resource allocation framework, adopting Agile, scaling offshore development and corporate initiatives on HA/DR, CRM and data platforms.
• Over-achieved by reallocating 4X engineering resources to revenue driving priorities in one year.

Mountain View, California, US

• Responsible for multi-year product line strategy for payment and software solutions. Grew business from $0.5M to $350M annual revenue. Flagship QuickBooks Merchant Service delivered 70% revenue CAGR over ten years.
• 3X higher than closest competitor for both Customer Lifetime Value and NPS.
• Best-in-class $9 CPA through in-product cross-sell channel responsible for 20% of customer acquisition.
• Dramatically reduced per transaction cost by 80% by identifying and integrating new payment gateway partner.
• Led product assessment due diligence in multiple M&A engagements including leading product integration on three closed acquisitions.

Defined product requirements for Java applets within the eSuite product family used to create enterprise web applications and integrated Lotus Notes and IBM WebSphere applications.

Mba & Ms-Mis

Bachelor Of Science - Bs, Management Science

Education record