Doug Callahan Email and Phone Number
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A Client Service and Success Leader with extensive experience in SaaS and Cloud-based platforms. Complete focus on Customer Success and creating successful clients and thus loyal advocates of the brand. Diverse background working with large and mid-sized clients at all management levels in various solutions including e-commerce, CRM, non-profit organizations, product lifecycle management, electronics and the fashion/apparel industry. Excels at becoming the trusted advisor for my clients, improving the effectiveness and morale of the team and increasing revenue by driving new revenue streams and building loyal, reference-able clients. Known for being the calm voice of reason with superior problem solving and risk analysis skills.Customer Success is a competitive differentiator. The success team plays an essential role in retaining customers, building loyalty and reinforcing the brand. Internally, the team needs to provide feedback for product improvements, act as the customer advocate and identify new opportunities. An effective service team is created by bringing great people together and building the right services, policies, processes, metrics and feedback loops to enable them and their clients to excel. One must then focus on efficiencies and removing obstacles. The support team also needs to bring client value. The end goal of product support teams should be to put themselves out of business through client delight, proactive service/monitoring, self service initiatives, product feedback, problem resolution and scalable processes.
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Principal Ai Adoption Business ConsultantNiceNew York, Ny, Us -
Senior Project ManagerMicrosoft Aug 2023 - PresentRedmond, Washington, Us -
Sr Digital Program ManagerNuance Communications 2018 - Aug 2023Burlington, Ma, Us -
Client PartnerFlamingoai 2017 - 2018Sydney, Nsw, Au -
Product Manager360Alumni 2017 - 2017Ridgefield, Ct, Us-Ownership of full product roadmap and direction ensuring value is provided to both clients and their alumni/members. -Created product roadmap taking into account client commitments, stakeholder input and market research.-The driving force migrating the disperse development teams to Agile Scrum improving collaboration, quality, and predictability. -
Director, Client Success And SupportNewscred 2014 - 2016New York, New York, Us- Ownership of customer success, client onboarding and support.- Implemented a holistic approach to client onboarding focused on the client program strategy/success, early time to first value, interactive training, and the customer experience.- Attained Support client satisfaction scores > 90% very satisfied, NPS > +50 (from negative ten),response times under 10 minutes and average resolution within 2 days.- Created and owned a new line of business with over $1 million in revenue and $600k inARR in less than one year at 82% margins. This solution became a competitive differentiator, retention tool for clients and first value for several prospects.- Member of the Product Council and performed client health and risk analysis in order to effect continuous improvement. -
Senior Manager, Client Support And Engagement - YuniqueplmGerber Technology 2013 - 2014Tolland, Ct, Us- Responsible for the Support and Maintenance of YuniquePLM and webPDM solutions globally.- Ownership of 1st, 2nd and 3rd level PLM application support and related infrastructure and maintenance.- Management of maintenance contract revenue planning, generation and assurance.- Overseeing Support and Engagement P&L, budget planning and forecasting. Build staffing models that enable the attainment of company goals with maximum utilization, scalability and profitability. -
Vice President, Global ServiceVenda 2011 - 2013London, Gb- Responsible for the Global Application Support organization with support analysts and engineers in New York and London. Also managed global prioritization of bug resolution.- Ownership of client communications during times of severe incident and author of incident reports for clients.- Ensured client satisfaction and reference-ability. - Managed strategic partners from a support perspective ensuring SLAs met and issues resolved. Also owned the partnership with Akamai (content delivery network). -
Director, Client ExperienceVenda 2009 - 2011London, Gb- Responsible for the critical role in delivering Venda’s services to clients and ensuring successful client experiences that are consistent with Venda's high standards.- Responsible for the proper functioning and development of both the US Account Management team and the US Support teams.- Leading the Account management team, a value-added, strategic and tactical resource for clients. Account managers understand the marketing, usability, and conversion techniques used in growing partner online revenues. AMs are Venda experts that understand the Venda’s platform and its use in a holistic manner (its place in an eCommerce ecosystem).- Leading the Application Support team, including front line helpdesk staff who are tasked with creating, monitoring, and communicating issues and resolution to our clients. US support also includes senior support analysts who can dig deeper, troubleshooting within the database and log layers.
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Manager, Client SupportConvio 2006 - 2009Austin, Tx, Us- Managed a team of 21 Support Analysts and Engineers, locally and remotely, supporting over 1200 non-profit clients with the usage of Convio’s 3 SAAS product platforms.- Worked closely with all departments to improve the client experience especially Engineering for bugs and sprint reviews, Product Management for feedback and feature requests, IT for emergencies and day to day activities, Account Management for cliet satisfaction issues, Professional Services for complex issues and deployments, Sales for RFP responses, Marketing for Client Community, Conferences and corporate blog, and the Executive Team for high visibility items, clients and strategy.- Maintained strong relationships with administrators, directors and C-level executives at National and Strategic organizations.- Tasked with controlling external and internal communication during times of emergency or severe incident, ensuring proper notification and communication to clients and client-facing staff. -
Team ManagerApple 1998 - 2006Cupertino, California, Us- Directed 20+ AppleCare education and Tier2 support representatives and oversaw 100+ technical support representatives, monitoring calls to ensure a high-quality resource and excellent customer satisfaction.- Motivated and developed a team, focusing on metrics, sales, and client approval.- Led weekly team meetings within the entire Level 2 desktop technical support organization.- Interviewed and evaluated prospective employees and agents pursuing advancement within a company
Doug Callahan Skills
Doug Callahan Education Details
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Franklin & Marshall CollegePhysics -
St. Anthony'S High School
Frequently Asked Questions about Doug Callahan
What company does Doug Callahan work for?
Doug Callahan works for Nice
What is Doug Callahan's role at the current company?
Doug Callahan's current role is Principal AI Adoption Business Consultant.
What is Doug Callahan's email address?
Doug Callahan's email address is do****@****red.com
What is Doug Callahan's direct phone number?
Doug Callahan's direct phone number is +121298*****
What schools did Doug Callahan attend?
Doug Callahan attended Franklin & Marshall College, St. Anthony's High School.
What are some of Doug Callahan's interests?
Doug Callahan has interest in Children, Health.
What skills is Doug Callahan known for?
Doug Callahan has skills like Saas, E Commerce, Crm, Product Management, Strategy, Customer Experience, Analytics, Sales, Professional Services, Cloud Computing, Salesforce.com, Software As A Service.
Who are Doug Callahan's colleagues?
Doug Callahan's colleagues are Biswa Singh Rajput, Amir Dayan, Inbal Biton-Gal, Nirosh Srinivas, Surendra Singh, André Fuchigami, Pmp, Psm, Amy Doss.
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