David Gai Email & Phone Number

Scottsdale, AZ, US

San Francisco, California, US

Private Equity, P&L, Renewals, Sales, Revenue, Delivery, Support, Customer Satisfaction, SaaS, AI, Enterprise Software.

San Francisco, California, US

Drive End-to-end customer and employee experience by building cross-functional collaboration focused on sales, business development, revenue growth, product adoption, client retention and satisfaction. P&L, Renewals, Customer Satisfaction, Delivery, Revenue, Customer Support, Field Engineering.

Lake Mary, Florida, US

• Reporting to the Chairman and CEO, responsible for all lines of service, revenue, ARR, NDR, customer retention and renewals. Private Equity, SaaS, P&L, Integration of Acquisitions, Public Sector.
• Responsible for Revenue - Renewals, SaaS, Cloud, Services, License and Thrid Party.
• P&L for Renewals. Customer Success, Professional Services (Implementations & Strategic Services), Education, Customer Support and Collections (CryWolf Business).
• Renewals - Built and managed the renewals process to drive retention and growth driving ARR.
• Developed Customer Centricity initiative to look across all functions of CentralSquare to drive continuous process improvements and maximize customer and business outcomes. Drove formal quality process across all.
• Integrated service delivery and support into product roadmap requirements by building robust governance for the Product Management, Product Development, Professional Services and Customer Support.

Houston, Texas, US

• Reporting to the Chairman and CEO, responsible for all lines of service, customer retention and Offshore Operations in India and Ukraine. Private Equity, P&L, Delivery, Implementation, Customer Support, Offshore.
• Consolidated Professional Services, Education, Managed Services and Customer Support into one Customer Success Organization. Global leader across three critical operations.
• Designed and managed the Chief Customer Office (CCO) managing Executive escalations, Customer interaction at the C level, leadership of post sales Customer Success, NPS, CXI and global customer satisfaction.
• Developed intellectual property on a standard methodology developing standard metrics to drive consistent performance globally and across industries.
• Customer Success - Managed P&L for all lines of Service (Managed Service, Strategic Consulting, Implementation Services, Customer Support, Education and Customer Strategic Operations Account Management).
• Chief Customer Officer - Customer Retention Operations, Net Promoter, and Customer Strategic - Operations, Corporate level Escalation Management, Corporate Measures on Ease of Doing Business.

Houston, Texas, US

• Managed P&L for all lines of Service (Managed Service, Strategic Consulting, Implementation Services, Customer Support, Education and Customer Strategic Operations Account Management).
• Integrated service delivery into product roadmap requirements.
• Consolidated from multiple customer support systems to one integrated system, driving record self-help performance and reusable knowledge artifacts.
• Brought Customer Success from a unpredictable and poor performing P&L to a predictable and industry level positive operational margin.
• Significantly improved the quality of services from about a 9% poor performance to less then.05% across an average of 800 active projects at any time.
• Improved NPS to be a factor of 2X improvement over the corporate average, while introducing strategic services.

• Reported to Chairman and CEO, managing all Lines of Service. Cloud Operations, Consulting, Customer Support and Education.
• Recruited to get operational control and build the strategic model for Services within JDA.
• Key role in developing JDA as the largest Supply Chain Software Company in the world with the ability to define and gain further market share.
• Generated consistent and predictable performance with the Services businesses.Metrics – Shareholder Value, Net Margin, Revenue, Customer and Employee Satisfaction.Acquired by New Mountain Capital and merged with Red.

Hopkinton, MA, US

• Reported to the President of IIG Division, driving Revenue, Margin, Customer Satisfaction and Employee Retention for the Global Operations of Education, Consulting and Customer Support.Key leader in developing overall.
• Drove transformation of Lines of Service from sales support to full P&L businesses.
• Established competitive differentiation within the market to gain market share in the Enterprise Content Management sector.
• Defined integration points with Sales and Engineering across the Divisions to enhance execution against strategic direction.
• Structured operational model for Lines of Service with corresponding metrics.Metrics – Net Margin, Revenue, Customer Satisfaction, Employee Satisfaction.

US

Reported to the Chairman, CEO and President. Listed on NASDAQ acquired by Oracle.Responsible for revenue, profit, customer satisfaction and employee development for the global operations of consulting, education, and customer support businesses.Drove 13% CAGR to US$1.1 billion over 14 quarters. Key member of BEA's Executive Leadership Team. Led on many of.

• Business Process Operations Company that specialized in the Order-to-Cash process for Global 1000 Customers, purchased by IBM in February 2005.
• Consolidated 5 businesses located in Ireland focused on collections for global businesses to a leading Business Processing Outsourcer focus on accounts receivable and day’s sales outstanding to treasury disbursement..
• Led transformation of credit and collections business based in Ireland to leading Global order-to-cash (O2C) BPO provider.
• Drove 10% to 30% improvement of DSOs for companies such as HP, Double Click, Lucent, and Cisco.Metrics – Owner Equity Value, Net Profit, Revenue Growth, Customer Satisfaction, Employee Satisfaction, Revenue Backlog and.

• Developed and built a transformational managed services business to create and leverage C-Level relationships with customers. Transformed a traditional break/fix organization to a solutions organization addressing IT.
• Transformed organization with flat growth, inconsistent execution, and poor customer satisfaction into a unit with organic revenue growth of 42% with 88% customer retention.
• Grew business from 500 to 3,000 people in North America operations group from $85M to $980M with a 25% improvement in contribution margin.
• Developed key relationships with complimentary service providers to strengthen HP’s Services offering and market reach.
• Designed and implemented Global Account Management program with clear objectives and measures.Metrics – EBITDA, Operating Margin, Signings, Bookings, Customer Satisfaction

Specialized in complex IT projects that were focused on value to the CFO and finance department. Used proven proprietary methodologies and approaches to execute large global initiatives on time and on budget.

New York, NY, US

General Manager - Sales, Account Development, Delivery and Profitability

Aea/Stanford Executive Institute

Bs, Computer Science - Software Engineering