Dennis Fox Email & Phone Number

California, United States

Boalsburg, Pennsylvania, US

• Empowering energy and sustainability leaders with actionable data.EnergyCAP helps customers easily manage finite resources for a more sustainable world. For over forty years, the company has empowered energy.
• Evaluated current Salesforce processes and restructured the case work flows to meet the needs of a Level 1 & Level 2 Support team.
• Creating a team of Customer Success Managers from the ground up
• Defined, implemented and updated KPIs for EnergyCAP organization and set goals and metrics for the team
• Created Support and CSM playbooks
• Enhanced the Level 3 communication with Salesforce and Jira by bringing in a vendor called Service Rocket. This allows Support and Engineering teams to have complete visibility.

Irvine, CA, US

• Ephesoft is the leader in Context Driven Productivity solutions, helping organizations maximize productivity and fuel their journey towards the autonomous enterprise through contextual content acquisition, process.
• Served on the Senior Leadership Team
• Defined, implemented and updated KPIs for Ephesoft organization and set goals and metrics for the team
• Led a Global team of blended support services, and restructured the team to a solid Level 1 & Level 2 teams to fit the “follow the sun” Model
• Managed a team of India Contractors to help support our Level 1 team to provide 24x7 Support
• Created Support and CSM playbooks

New York, NY, US

• Responsible for customer success outcomes including an increase of renewal rates, reduction in churn, new customer onboarding, support services, training, and account management.
• Created and owned the onboarding processes across all of LightBox Products.
• Established a 3 Tier approach for Onboarding (High Touch, Mid Touch, Self Service)
• Improved NPS Score by 22 points through Product Adoption with CSM’s
• Created a CSQL system in Salesforce for Customer Success Manager to track their leads. Brought in 320k of Annual Recurring Revenue for 2020
• Scaled Teams: Customer Success Managers, Level 1, Level 2, and Level 3 support to support all acquired LightBox Companies.

Irvine, CA, US

• Responsible for customer success outcomes including an increase of renewal rates, reduction in churn, new customer onboarding, support services, training, and account management. I also identify opportunities to bring.
• Digital Map Products was acquired by LightBox
• Built a team to Scale when acquiring new companies. Organized Teams: Account Managers, Customer Success Managers, Level 1, Level 2, and Level 3 support.
• Led and restructured a team of 20 Customer Success Managers & Support members
• Owned all customer lifecycle activities
• Led the migration from Microsoft Dynamics, to Salesforce

Santa Ana, CA, US

• Responsible for defining and executing the Client Services strategy for Tom Ferry-Your Coach by implementing plans and strategies that support the goals and objectives of the Company. I will be working closely with.
• Owned all customer lifecycle activities (Support, onboarding, training & professional services)
• Led and restructured a team of 20 Client Service Representatives who are responsible for providing support to 4,000+ clients
• Determined Account coverage assignments per Client Service Rep
• Member of the Executive Team
• Establish key performance indicators (KPIs) for the executive team; thereby, creating benchmark for expected level of performance by which the team is evaluated and managed

Sheffield, GB

• Trade Only delivers technology and marketing services to the promotional product and print industries, including cloud-based business management software, eCommerce websites and enterprise resource planning systems.We.
• Served on USA Executive Management Team
• Implemented, strengthened and expanded all of the company's current and future customer relationships
• Built strong working relationships with product/service team, as well as customer/staff advocates
• Worked with multiple teams to create an internal culture of Customer Success
• Defined and structured Key Performance Indicators for Support, Data, and Implementation teams

Portland, OR, US

• Smarsh provides hosted solutions for archiving electronic communications, including email, instant messaging and social media platforms such as Facebook, LinkedIn and Twitter. Solutions help organizations manage and.
• Directed the client services division that maintained 5,700 clients across 3 platforms
• Oversaw all aspects of work flow, including Brand development (Social Media, Responsive Design), Client Services, web site UI, Sales, Marketing, Compliance, and Advertising
• Worked with the CFO to reduce 20% in budget concerns by renegotiating vendor contracts and outsourcing development work
• Produce and analyzed performance metrics for executive team to ensure department needs were being met and recommended alternate actions to exceed company goals
• Maintained a successful working relationship with Broker-dealers

San Jose, California, US

• Symantec | AdvisorSquare was acquired by Smarsh in June 2012.
• Lead a successful acquisition and team integration into SMARSH
• Executed the transition of billing (both customers and employees), Salesforce Account data and intellectual property
• Analyzed business metrics, while working with marketing to bring in leads and client services to reduce the cancellations
• Managed documentation process for all Cloud web based services
• Developed brand strategies, including business plans & sales strategic development

Torrance, CA, US

• LiveOffice | AdvisorSquare was acquired by Symantec in January 2012.LiveOffice provides cloud-based solutions for email archiving, compliance and e-discovery. Our solutions use the latest advances in cloud computing.
• Played a pivotal role in the successful $115M acquisition and team integration to Symantec
• Oversaw 24 employees and 10 external developers in India
• Established and Managed Implementation, Sales and Support teams
• Launched marketing strategies through collaboration with the marketing department.
• Attained the largest contract with LPL valued at 1.3 million(contract is still currently being maintained to date)