David Fox Email & Phone Number

Bowie, Md, Us

Lead Technical Support, Professional Services, Scaled Services and Customer Success for Inovalon.

Nashville, Tennessee, Us

Led all Commercial post-sale customer-facing activities, overseeing Customer Success, Account Management, Professional Services, and Customer Support teams for the 30,000 SMB and Mid-Market Marigold customers. Responsible for all existing business operations and revenue. Accomplishments:-Exceeded 102% Contracted Annual Revenue Retention in FY23 which was a 5 point improvement over the previous year.-Implemented OKRs for all customer facing teams to deliver strategic priorities on time with the promised outcomes. Designated as an OKR Champion for Marigold. Presented “Aligning Your Organization’s Strategy with the OKR Framework” at Big RYG in Fall 2023.-Created the Executive Partnership program to cultivate and deepen relationships with key customers and stakeholders to deliver an experience that exceeds expectations.-Implemented ChurnZero (Customer Success Platform) to drive customer engagement at scale.-Segmented Customer Success and Account Management into brand and customer cohorts to dramatically improve ability to personalize engagement and provide deeper expertise.-Completed EU support migration to lower cost off-shore partner in less than six months.-Reorganized the Commercial Professional Services team and delivered >70% utilization in year one.-Shifted CSM and AM incentive structures from team-based to individual variable based on NRR targets to create a more competition and raise the level of performance across the existing business team.-Migrated all customer facing teams into a single Salesforce instance.-Implemented AI Chat (Ada) that resulted in a >30% support containment/deflection rate across all customer inquiries.

Nashville, Tennessee, Us

Led the 350 member post-sale customer-facing teams. Responsible for Customer Success, Account Management, Professional Services, and Customer Support teams across eight brands spanning US, Europe, and Asia.Accomplishments:-Focused all teams on overdelivering against GRR and NRR targets. Existing Business exceeded annual growth target by ~$1m.-Developed and implemented a comprehensive customer experience strategy that aligned with the company's goals and values to create organizational momentum.-Institutionalized leadership collaboration across customer teams and brands to share best practices and align on processes for standardization/scalability and an improved customer experience.-Represented the voice of the customer within the organization, advocating for their priorities during decision-making processes.-Modeled a customer-centric culture that drove positive outcomes throughout the organization.-Consistently exceeded 96% customer satisfaction targets for both Customer Support and Professional Services.-Owned the customer lifecycle journey, including onboarding, adoption, expansion, and renewals that resulted in gross revenue retention (GRR) improvement and net revenue retention (NRR) growth.-Shifted Service focus from profitability to value. Improved Professional Services utilization by >5 points.-Developed and implemented programs that improved employee engagement. Customer Teams had the highest scoring employee engagement scores across the organization in annual employee surveys.-Utilized customer experience metrics and used the insights to drive continuous improvement.-Built and maintained relationships with key customers and stakeholders to represent their voice at the executive level.-In year one, promoted 23 employees across all customer facing teams.

Nashville, Tennessee, Us

Led the global support organization across the eight brands within the CM Group portfolio. Created a differentiated customer experience that generated customer loyalty and distinguished our brands from competitors.Accomplishments:-Instilled a customer first, high-performance, and data driven culture that transformed the 120 member technical support team into a key contributor to overall organizational retention and growth in year one.-Set a clear vision and strategy for the support organization that aligned our priorities with sales, marketing, product and engineering.-Implemented consistent best practices processes across all of the support teams. -Evolved and optimized the right strategies and KPIs – leveraging both insights and technology to continuously improve the output of the team while maintaining high levels of customer satisfaction.-Recruited, managed, and mentored a team of technical professionals that spanned offices across the US, EMEA, and APAC.-Operated financially efficient support teams that reduced >$200k in headcount costs within the first six months while improving service levels.-Created support objectives that focused individuals and teams on retaining customers and increasing customer lifetime value.-Established consistent reporting cadence of support key performance indicators within the team and marketed those results and successes to the broader organization to create stronger partnerships.-Created robust collaboration cross functionally to support new and existing business growth.-Promoted support's critical role in delivering a great client experience.-Created a technical support maturity scale to assess team’s performance and progress.-Improved the EU support team’s NPS by ~40 points in the one year.

Costa Mesa, Ca, Us

Led technical support, account management, employee training and enablement, and account implementation across a large healthcare SaaS technology enterprise organization. Accomplishments:-Recruited, hired, and led 125 employees in multiple geographical locations with responsibility for operations teams in Nashville, Chicago, Philadelphia, Austin, Costa Mesa, and Costa Rica.-Consistently surpassed key performance metric goals; at-risk customers, customer churn, customer satisfaction, and SLA adherence.-Improved renewals with a <2% customer churn among top 100 accounts by restructuring the Account Management segmentation model from geography-based to revenue-based framework.-Increased customer engagement through the implementation of a portal built on the Salesforce Community which provided issue management, knowledge, a best practices customer forum, and ideas board.-Customer survey scores averaged 8.4 on a 10 point scale with >70% user advocacy.-Created an Account Health Index score in Salesforce to measure customer’s adoption and likelihood to renew based on key performance indicators that resulted in a 10% improvement in the 1st year.-Implemented a talent development and certification program to increase the level of employee performance and to grow the “bench strength” of client services teams resulting in an annual >5% promotion rate and creation of an internal expertise talent pipeline.-Oversaw creation of Customer Success Plans and Executive Scorecards that enabled improved transparency and creation of a relationship roadmap that resulted in lower customer churn and improved product utilization.-Implemented an internal quality assurance program that halved re-opened issues and touches resulting in quicker overall resolution times.-Averaged >99% Service Level Agreement adherence record through strategic contract negotiation and out of compliance reporting.-Achieved 87% employee engagement scores (highest in the organization).

Costa Mesa, Ca, Us

Led tier one support, tier two support, business analysts, data processing operations and customer enrollment for 1200 hospitals, 750 physician offices representing greater than 50,000 end users. Reported to the CEO of Passport Health.Accomplishments:-Achieved “Best in KLAS” 5-consecutive years. Customer support was the the highest rated category.-Automated the customer onboarding and enrollment process that reduced the average account provisioning time from 15 minutes for a single account to seconds for account setups, enabling implementation velocity. -Led the Client Services team that consistently scored >97% customer satisfaction ratings.-Implemented a self-service portal that empowered customers to manage the product experience that resulted in greater than 150,000 user submitted configuration changes per month.-Led the external training team consisting of 8 trainers and converted training from a free to fee-based pricing model.-Created and managed a customer facing dashboard for notification of product changes, upcoming projects, production status, scheduled and non-scheduled service notifications.-Managed the CRM migration from Goldmine CRM to Salesforce Service Cloud resulting in overall improved workflow of opportunities to live accounts, analytics, and issues management efficiency.-Integrated client services teams through each of the 11 acquisitions during my tenure which included the sale of Passport Health to Experian.

Costa Mesa, Ca, Us

Led tier one support, tier two support, and customer enrollment for Passport Health Communications. Reported to Chief Operating Officer (COO).Accomplishments:-Implemented best practices metrics (first response time, resolution time, customer satisfaction) for customer facing teams that was a market differentiator.-Created a tiered client services organization that was recognized as best in KLAS.-Implemented 24/7/365 customer and product support across all products.-Sales Partner of the Year

Led Tier Two Support, Implementation, Vendor Relations, Cash Management and Customer Operations for First Data Gaming Division.