David Mangham, Mba's Location
Boulder, Colorado, United States, United States
David Mangham, Mba's Contact Details
David Mangham, Mba work email
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David Mangham, Mba personal email
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About David Mangham, Mba
Achievement-orientated Customer Success/Services leader with technical and leadership experience in the unified communications, healthcare, manufacturing and enterprise SaaS software industries looking for Global Leadership Role in Customer Success or Customer Services. Substantial experience in running value creating, profitable Customer Success organizations. Believes that success is built through establishing strong scalable customer focused teams and developing strategies which are able to support growth and change. Extensive global experience in customer journey management, Customer Success management, services business development, organizational design and service operations management. Specialties: Strategic Planning, P&L Management, Customer Engagement, Customer Retention, Recurring Revenue Management, SaaS/Professional Service Business Development and Sales, Scaling and Managing Customer Success Organizations, Complex Delivery Fulfillment, Voice of the Customer Program Development, Service Life Cycle Management, Managing Cross Functional Multinational and Multilingual Teams, Product Management and Marketing, Driving Growth in Rapidly Developing Markets, Partner Service Delivery Models and Management.
David Mangham, Mba Work Experience Details
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Vice President Of Customer OperationsTraumasoft Jul 2024 - PresentPortage, Mi, UsResponsible for all post sales customer experience activity from deployments/implementation, training, technical support and customer success. -
Managing DirectorQuad Consulting Group Apr 2017 - PresentWe work with high-achieving organizations and individuals to improve their performance in providing an exceptional customer experience which results in Customer Success driven growth. This is achieved by focusing on five key areas of customer engagement: Purpose, People, Product, Process and Performance.
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Head Of Global Customer SuccessTek Experts Oct 2022 - Jul 2024Colorado Springs, UsResponsible for leading our Global Customer Success Practice with a team of over 500 people located in 6 different countries supporting enterprise technology companies' key opportunity accounts for companies such as Microsoft and OpenText that are typically underserved by the in-house Customer Success team. We focus on ensuring the customers are maximizing the value out of their solutions which results in growing revenue through renewal retention and revenue expansion.- Utilizing a proactive customer engagement strategy focused on thoroughly understanding our customer business as well as assessing their renewal risk which saved over $75M of at risk revenue.- Team grew incremental revenue by over $60M against a $125M book of business for defined account segments.- Successfully onboarded over 1,500 new implementations in 2023.- Consistently delivered a 4.8 out of 5 customer satisfaction rating for Escalation team performance. -
Customer Success CoachCatalyst Software Mar 2023 - Jan 2024New York, New York, UsInvited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner -
Director Global Operations And Customer SuccessZoll Data Jan 2019 - Oct 2022Broomfield, Co, UsLeads the development and execution of ZOLL Data’s International Operations and Customer Success strategy. Primary focus is leading the Teams to be effective advocates for their customers in order to deliver expected outcomes and improve their Customer Experience in order to ensure successful renewals as well as identifying upsell opportunities. Additional aspects of this role include developing the organizational structure; managing the customer segmentation and engagement plan; defining customer health metrics; assessing customer health and managing to a set of Customer Success Metrics. - Implemented proactive engagement plan to assess the health of the customer and develop individual success plans which resulted in an improvement of customer health from 46% healthy to 78% healthy within the first year of this program.- Team achieved a 110% Net Retention Rate in 2021.- This program reduced Cloud Solution churn from over 14% to under 5% in the last 24 months.- Implemented a Voice of the Customer program which improved our overall NPS score from a -7, Needs Improvement rating to a 35, Great rating within the last 6 quarters.- Created International Services team to provide Technical Support, Professional Services and Customer Success to our international customers.- Developed set of Operational Metrics and related Dashboards to manage all aspects of the Customer Experience for ZOLL Data -
Senior Director Global ServicesSpectralink Corporation Jun 2015 - Apr 2017Boulder, Colorado, UsLead the combined Global Client Deployment, Customer Success, Renewal and Support teams to provide seamless support for our channel partners and end users, delivering on our mission of creating and developing reference-able customers. Primary responsibilities included managing the Service Organization’s overall P&L, driving Professional and Maintenance Service revenue growth, transforming the organization from a transactional focus to client centric focus and implementing a set of KPIs to accurately measure performance of the team in client satisfaction, revenue performance and profitability. Additional responsibilities included developing and managing the services product portfolio; standardizing and improving business processes and leading the staffing and development of team resources. -
Vice President Global Customer Services (Global Leader)Sopheon Jun 2012 - Jun 2015Minneapolis, Mn, UsLed the Global Delivery and Customer Success team to successfully implement our enterprise solutions, ensure client satisfaction on an ongoing basis and develop new revenue generating engagements. Developed and executed the Implementation Methodologies as well as the ongoing Customer Engagement Programs focused on ensuring Customer Satisfaction. Related responsibilities included full BU P&L, hiring and developing team resources, managing the overall performance of the team and working with sales, engineering as well as marketing to develop solutions for current and new clients.. -
Director - Public PowerTendril Networks Jun 2009 - Oct 2011Boulder, Co, UsDirected sales, solution development and delivery activity for Tendril’s Public Power market. Related activities included building out services team, identifying new sales opportunities and working with internal cross-functional teams to develop new Smart Grid products focused on to meet the needs of our customers in this emerging space. -
Director Of World Wide Customer Success And Professional ServicesPolycom Feb 2007 - Jun 2009San Jose, California, UsDirected the Sales, Customer Success, Marketing, Deployment and Support activity of Polycom’s VoIP Services division, which generated over $50 million in annual revenue. Developed and executed the overall VoIP Services strategy and business plan that exceeded revenue targets. Related activities included services product development, marketing communications, client/partner education/certification programs, solution delivery, technical support and ongoing solution consulting as well as managing global group of field service sub-contractors. -
Director Of Professional ServicesSpectralink Sep 2005 - Feb 2007Boulder, Colorado, UsAcquired by Polycom in 2007. Directed the Professional Services Sales, Delivery, Training and Customer Success team to achieve or exceed revenue targets, which generated over $20 million in annual revenue. Directed the global Customer Engagement team to deliver world-class services to our end customers on time and at or under budget. These communication solutions were for the healthcare, retail, and manufacturing industries.
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Director Mobile ApplicationsOpenwave Sep 2002 - Aug 2005Redwood City, UsIn addition to the previously stated responsibilities at SignalSoft, I directed the new sales activity for the Location Services business unit in Openwave. I also managed the integration of the Mobile Application Business Unit into Openwave’s Professional Services organization. Other added responsibilities were product portfolio development and product development life cycle management for the Mobile Location Products. -
Manager Of Professional ServicesSignalsoft Corporation Aug 2001 - Sep 2002UsAcquired by Openwave in 2002. Directed mobile application software deployment with $20M annual revenue stream. Created world-class Professional Services Practice. Oversee resources, resolve customer issues and negotiate contracts. Oversee business planning and employee development. These responsibilities continued after the acquisition of SignalSoft by Openwave. -
Professional Services Manager, Emerging TechnologiesAvaya May 2000 - Aug 2001Morristown, New Jersey, UsLed 10 member project teams to rollout product showcasing customer education initiatives. Drove continuous development and product enhancement. Conducted ROI analysis and led implementation teams and operations for global communication systems leader. -
Program Manager Mergers And AcquisitionsLucent Technologies Mar 1995 - May 2000Espoo, Southern Finland, FiSeamlessly integrated acquired companies. Defined program scope, managed resources and product delivery. Integrated telecom infrastructures and disaster recovery plans. -
Vendor Services ManagerLucent Technologies Mar 1996 - May 1998Espoo, Southern Finland, FiManaged vendors for multi-year, multi-million dollar network contracts for clients such as US West, TCG and MCI. Developed customer and vendor relations to define metrics, address concerns and modify contracts.
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Account Manager - Government AccountsAt&T Sep 1990 - Feb 1995Dallas, Tx, UsLed development, sale and launch of technological solutions to US markets. Defined customer needs, managed sales channel and led teams. Grew strategic USG customer relationships. Executed tactical sales plan to maintain profitability
David Mangham, Mba Skills
Professional Services Management
Technical Services Management
Product/service Development
Solution Development And Delivery
Product Management
Product Marketing
Channel/partner Management
Management
Telecommunications
Professional Services
Strategy
Cross Functional Team Leadership
Crm
Business Development
Wireless
Salesforce.com
Technical Operations
Customer Satisfaction
Strategic Partnerships
Go To Market Strategy
Competitive Analysis
Program Management
Mobile Devices
Customer Relationship Management
Wireless Technologies
Customer Support
Customer Success Management
Leadership
Customer Service Management
Business Process
Software As A Service
Partner Management
Problem Solving
Cloud Computing
Channel Partners
Unified Communications
Solution Selling
Account Management
Sales
Project Management
Managed Services
Product Development
Marketing
Strategic Planning
Business Process Improvement
Integration
P&l Management
Enterprise Software
Business Alliances
Networking
Customer Service
Communication
David Mangham, Mba Education Details
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University Of Colorado BoulderMarketing -
Baylor UniversityCommunications
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The Wharton SchoolFinance
Frequently Asked Questions about David Mangham, Mba
What company does David Mangham, Mba work for?
David Mangham, Mba works for Traumasoft
What is David Mangham, Mba's role at the current company?
David Mangham, Mba's current role is Vice President of Customer Operations.
What is David Mangham, Mba's email address?
David Mangham, Mba's email address is dm****@****ata.com
What schools did David Mangham, Mba attend?
David Mangham, Mba attended University Of Colorado Boulder, Baylor University, The Wharton School.
What skills is David Mangham, Mba known for?
David Mangham, Mba has skills like Professional Services Management, Technical Services Management, Product/service Development, Solution Development And Delivery, Product Management, Product Marketing, Channel/partner Management, Management, Telecommunications, Professional Services, Strategy, Cross Functional Team Leadership.
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