Dianne Borges Email & Phone Number

Wilmington, Delaware, US

Superside is an AI-powered creative service built for enterprise creative teams. Every internal creative team struggles to keep up with demand. Superside solves this problem. We power the world's most notable creative teams - Google, Meta, Reddit, Intuit, Amazon and thousands more.

San Antonio, TX, US

Serve as advisor for newly launched Customer Experience Program. https://execed.ollusa.edu/dianne-borges.html

Provide SaaS industry expertise to investors, analyst firms and consultancies. Counsel founders on customer experience strategies and platforms aimed at customer experience management.

New York, NY, US

• Led customer success, technical support and customer experience programs for leading visual collaboration platform. Over 7 million people and 100% of the Fortune 100 rely on InVision to power their teams’ work.Key.
• Led top cross-functional initiative to migrate customer base from legacy to new platform. Paved way for delivery of new value proposition in growing visual collaboration space, while decreasing platform cost.
• Unified disparate customer success teams with new charter, competency model, hiring approach, playbooks, enablement programs and KPIs – all critical for company’s value proposition shift.
• Established customer experience programs function for scale enablement and adoption plays. Demonstrated measurable impact on admin adoption of new platform within one quarter.
• Overhauled closed-loop workflows between customer teams and engineering/product. Achieved 98%+ support CSAT while executing large scale org change and lowering cost to serve.

Austin, Texas, US

• Directed global Customer Success teams for industry-leading customer engagement platform. Khoros was formed by the merger of Spredfast and Lithium. Key accomplishments:
• Re-segmented and realigned Spredfast's Customer Success operation, dramatically improving gross renewal rates and paving the way for a successful exit (purchase by Vista Equity Partners).
• Launched innovative Product Coaching service, recognized by Forrester as a competitive differentiator in our industry and responsible for double-digit impacts on customer retention.
• Built a unified Customer Success team and operation on the formation of Khoros from Spredfast + Lithium -- included large-scale initiatives for staff education, leveling/compensation, workflows and technology.
• Grew top-tier customer segment by over 35% following merger.

Austin, Texas, US

• Led servicing functions for high-growth SaaS company that delivers world-class engineering to transform the practice of law. Established and advanced end-to-end, “land-and-expand” capabilities to enable rapid pace of.
• Completely rebuilt implementation and support function to inject domain expertise into support interactions and ensure rapid, high-quality response—resulted in median first response time of 10- 15 minutes and support.
• Developed customer journey and installed customer success capabilities, both low- and high- touch, to engage customers, improve the product experience and encourage re-use and referral. Initial phase of implementation.
• Installed closed feedback loop to identify cross-functional enablers and barriers to growth, including formal CSAT/NPS program.

Helped growth-stage SaaS companies scale account management/customer success capabilities, foster revenue growth and keep churn at bay.

Austin, Texas, US

• Led account management and client advisory functions for world’s largest social commerce network that connects brands, retailers and consumers through user-generated content. Directed client retention and development.
• Designed and rolled out new client segmentation and delivery models to ensure consistent, quality servicing across all client segments and enable profitable scaling of SaaS business over time.
• Transformed global churn forecasting and isolated churn root causes in just two quarters.
• Played pivotal role in $30 million sale of PowerReviews, structuring key agreements, disentangling operations and launching multiple post-sale services.

London, GB

• Senior Vice President and Global Account Director (March, 2008 – June, 2012)Vice President and General Manager (March, 2005 – February, 2008)Director, Client Development (June, 2003 – February, 2005)Headed office and.
• Integrated acquired custom research firm into Millward Brown operations, generating first-ever operating profit for $12 million business unit.
• Acquired new marquee clients such as Wal-Mart and Pizza Hut and elevated company's standing with existing strategic accounts such as Cadbury, Dell and Zales.
• Earned top-tier vendor status and tripled size of Microsoft relationship, creating second largest account in North America.
• Created strategic account role and delivered Trusted Advisor executive development program as part of North American senior management team.

Paris La Défense, France, FR

• Managed accounts, projects and staff for strategic technology consultancy that provides demand and customer management solutions to Fortune 1000 firms. Sold and led customer relationship management and other market.
• Sold and delivered, on time and on budget, customer strategy programs in two of firm’s 10 largest accounts, with top valued at $10 million in 2001.
• Led development of methodology and sales tools for key new offerings, including customer segmentation, customer strategy development and ROI assessments for CRM projects.

• Sold and delivered market strategy and operations change projects to Fortune 500 companies as part of CSC’s management consulting division. Developed and delivered client proposals, led integrated consultant/client.
• Helped sell and launch $8 billion program to reinvent the Internal Revenue Service. − Authored 1 of 3 proposal sections for CSC’s successful bid to create customer-focused agency. − Conceived, sold and managed.
• Earned two CSC Consulting Values awards—Innovation (1999) and Respect (2000).

Bellevue, WA, US

• Directed product management, marketing and inside sales activities for top provider of federal travel management solutions. Conducted market research and analysis, defined product requirements, designed and executed.
• Exceeded revenue growth targets, generating 125% growth over two years (50% CAGR).
• Planned and implemented firm’s most successful product launches, both under budget and on time.
• Overhauled pricing, packaging and promotions and established new campaign tracking processes.
• Designed and implemented company's first alpha, beta and usability testing programs, substantially improving product line quality and marketability.

• Co-managed marketing activities for Fastback Plus, the company’s flagship product line. Prior to its acquisition by Symantec Corp., Fifth Generation Systems was the market leader in software utilities, particularly.
• Launched two product upgrades, on time and budget, including direct mail campaigns, print advertisements, channel promotions, sales collateral, user manuals and product builds.
• Facilitated approval of firm’s acquisition by Symantec by developing rationale paper for FTC.

New York, NY, US

Taught computer literacy, computer science and algebra courses in inner-city public schools in Los Angeles and New Orleans. Teach For America is a non-profit organization that works to expand educational opportunity for children facing the challenges of poverty.

Ab, Engineering Sciences (Electrical, Systems And Computer)

Mba, Entrepreneurial Management And Marketing