Ed Powers Email & Phone Number

Fort Collins, Co, Us

Help cloud computing companies increase customer loyalty and business performance through science-based customer experience management, Customer Success strategy and practice, analytics, process improvement, and strategic management systems.• Improved the customer experience for over 30 SaaS and MSP clients through process design, process improvement and training• Served as interim VP Operations for a SaaS/mobile company, leading professional services and customer support teams • Pioneered advances in neuroeconomics to dramatically improve customer experiences

Cincinnati, Oh, Us

Provided part-time Customer Success and Customer Experience consulting to over 25 ESG clients, start-ups to global, multibillion-dollar companies: customer interviews, segmentation analysis, operational assessments, strategy development, financial analysis, statistical analysis, customer journey mapping, organizational redesign, KPI deployment, customer health score development, training, process improvement (Lean Six Sigma), change management, and interim VP leadership. Sample client results: • Developed a customer health score model with 95% predictive accuracy that used only three factors• Restructured Customer Success processes to reduce "reactive" support by 39%, boosting CSM productivity by 64%• Implemented engagement tiers, increasing NRR $19M, margin contribution $5.9M, and CS ROI 31%

Greenwood Village, Colorado, Us

Helped the company make the digital world a safer place to capitalize on ideas and share information by ensuring clients have an awesome experience every step of the way. Facilitated:• Redesign of the new client Onboarding process from waterfall to agile • Design of a new light-touch, high scale, end-to-end customer experience for a new product launch• Client health measurement improvements and internal and external client review processes• Enterprise-wide breakthrough improvement planning, execution and review

Brisbane, Qld, Au

Launched Customer Success, Implementation Consulting and Customer Support for the U.S. operations of simPRO Software, an Australian company that enables growth, wealth and freedom for owners of trade companies (plumbers, electricians, installers, etc.). • Hired a terrific team• Defined and implemented US customer experience processes, including workflows, roles and responsibilities, checklists, metrics, and technologies• Reduced initial logo churn by 1/3 compared with baseline, improved NPS by 14%, reduced wait times for chat (18%) phone (10%), email (7%), and web (14%)

Boulder, Co, Us

Helped grow and scale the software development boot camp to meet the insatiable demand for full stack JavaScript coders. Led Marketing, Admissions, Instruction, Accounting, HR, and other day-to-day operations. • Helped to change the lives of 177 people seeking new careers in software development• Grew revenue 67% through improvements in marketing and sales processes and staffing• Helped the CEO pivot the business from a B2C training company to a B2B white-label service provider

Brought the world's first philanthropic vacation club from concept to market. Developed and led service delivery (property management, concierge, and member services), technology, marketing, accounting and human resources functions.• Developed and led the company’s go-to-market plan, designing and implementing all enterprise service delivery, technology and management processes• Hired, trained, and led the Operations, IT, HR, Marketing, Finance and Accounting functions• Managed service operations team which achieved 4.9/5.0 satisfaction ratings• Turned around the marketing function, doubling lead generation in 60 days by refining the customer acquisition strategy and implementing new digital marketing approaches

Co-founded a company creating group ownership and enjoyment in a collection of luxury second homes. • Wrote the business plan, structured the company, and assisted in fundraising • Co-developed the product, promotional materials and legal documents • Defined strategy and requirements, selected providers, implemented and managed SaaS applications

Kissimmee, Florida, Us

Co-founded Private Escapes Destination Clubs and helped the company become the second largest competitor in the industry through organic growth and acquisition by Ultimate Resort. Ultimate Escapes was a $42M company providing luxury real estate and travel for affluent customers, delivering vacation experiences for 1,200 members to 140 properties in 50 worldwide destinations. • Capitalized and structured the company, hired, trained and managed 71 employees and contractors, and developed and implemented all key processes, products, and technologies • Developed and implemented the company’s management system, establishing key processes, metrics, planning, review, and practice of Lean Six Sigma and Baldrige methodologies• Achieved a benchmarked, industry leading member loyalty of 96% at 30% lower operating cost

Helped the fast-growing, outsourced customer care company to increase satisfaction and improve its management system through application of performance improvement principles. Center Partners (now Qualfon) provides contact center services for high technology, communications, and financial services. • Implemented the corporate management system and led the Quality function, efficiently scaling operations and instituting continuous improvement in key processes • Led the development of company competitive positioning and business strategy• Implemented and facilitated Lean Six Sigma methodologies for dozens of projects

Conceived and managed an ASP-based company providing strategic sourcing of marketing services to Fortune 1000 clients via e-commerce tools and professional services. Sorcia was a start-up consulting and internet technology firm that delivered services to Hewlett-Packard, Agilent Technologies, Procter & Gamble, and others.• Built corporate infrastructure, assisted in fundraising, recruited and hired senior executives• Oversaw $100M per year in client spend and negotiated over $180M in supplier agreements• Delivered strategic sourcing and quality management consulting to Sorcia’s clients

Houston, Texas, Us

Led quality transformation in 5 organizations, providing consulting, training, and facilitation in Hewlett-Packard's Quality Maturity System. HP is a worldwide leader in computer, networking, and printing technology and professional services.

Houston, Texas, Us

Developed and managed national and international strategic marketing campaigns for the Test and Measurement Aerospace/Defense, Process Consulting Services, and Custom Solutions businesses, resulting in revenues of $60M per year.

Houston, Texas, Us

Sold engineering test systems in northwest Illinois.