Ed Powers

Ed Powers Email and Phone Number

Customer Success leader and consultant @ Service Excellence Partners
Ed Powers's Location
Fort Collins, Colorado, United States, United States
Ed Powers's Contact Details
About Ed Powers

I'm known for helping teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. My approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic results. My career includes sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education. I've done B2C and B2B (Enterprise, Mid-Market, and SMB). Expertise:• Customer Success strategy and operations• Customer Experience management (CX)• Service excellence• Creating a culture of execution and high performance• Marketing, selling, and business development • Financial modeling and management• Statistical analysis and mathematical modeling• Solving very complex operational problems • Improving organization-wide performance using Baldrige and Lean Six Sigma practices• Change managementResults:• Built and led a CSM team at a software company to reduce initial logo churn by 1/3• Helped a service provider reduce Time to First Value by a factor of 12 and improve ARR churn performance by 29%• Helped a software education firm grow revenue 67% in twelve months• Built a team that led its industry in customer loyalty (96% renewals) while operating at 30% lower costs• Reduced hospitality peak date reservation cycle times from six weeks to two days• Reduced call center handle times by 43 seconds while improving call quality by 3.6%

Ed Powers's Current Company Details
Service Excellence Partners

Service Excellence Partners

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Customer Success leader and consultant
Ed Powers Work Experience Details
  • Service Excellence Partners
    Principal Consultant
    Service Excellence Partners Sep 2011 - Present
    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
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  • Esg (Customer Success As A Service®️)
    Senior Executive Consultant
    Esg (Customer Success As A Service®️) Jul 2020 - Present
    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%
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  • Intelisecure
    Vp Client Success
    Intelisecure May 2018 - Apr 2020
    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
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  • Simpro Software
    Vp Customer Success
    Simpro Software Apr 2017 - Oct 2017
    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%)
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  • Refactoru
    Coo
    Refactoru Jul 2015 - Feb 2017
    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
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  • Getaway To Give Collection
    Coo
    Getaway To Give Collection Jun 2012 - Oct 2013
    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
  • Lifestyle Asset Group
    Coo
    Lifestyle Asset Group Oct 2010 - Sep 2011
    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
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  • Ultimate Escapes
    Svp Operations
    Ultimate Escapes Oct 2003 - Aug 2010
    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
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  • Center Partners
    Vp Corporate Planning And Development
    Center Partners Apr 2001 - Jun 2003
    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
  • Sorcia, Inc
    Co-Founder And Vice President Of Operations
    Sorcia, Inc Nov 1999 - Apr 2001
    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
  • Hewlett-Packard Company
    Quality Program Manager
    Hewlett-Packard Company Apr 1997 - Nov 1999
    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.
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  • Hewlett-Packard Company
    Business Segment Manager
    Hewlett-Packard Company Nov 1993 - Apr 1997
    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.
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  • Hewlett-Packard Company
    Sales Representative
    Hewlett-Packard Company Jun 1987 - Nov 1993
    Houston, Texas, Us
    Sold engineering test systems in northwest Illinois.
    View

Ed Powers Skills

Start Ups Strategy Leadership Process Improvement Management Strategic Planning Program Management Business Strategy Management Consulting Saas Operations Management Consulting Executive Management Strategic Partnerships Cross Functional Team Leadership Business Process Improvement Outsourcing Professional Services Business Development Customer Service Cloud Computing Six Sigma Business Process Enterprise Software Sales Product Management Training Business Planning Continuous Improvement Marketing Strategy Mergers And Acquisitions Marketing Coaching Change Management Product Development Operational Excellence Executive Coaching Vendor Management Quality Management Lean Sigma Dmaic Kaizen Quality Systems Kaizen Facilitation Lean Initiatives Process Excellence P&l Management Process Engineering Lean Manufacturing Quality System

Ed Powers Education Details

  • Illinois Institute Of Technology
    Illinois Institute Of Technology
    Electrical Engineering

Frequently Asked Questions about Ed Powers

What company does Ed Powers work for?

Ed Powers works for Service Excellence Partners

What is Ed Powers's role at the current company?

Ed Powers's current role is Customer Success leader and consultant.

What is Ed Powers's email address?

Ed Powers's email address is ed****@****ecs.com

What is Ed Powers's direct phone number?

Ed Powers's direct phone number is +140748*****

What schools did Ed Powers attend?

Ed Powers attended Illinois Institute Of Technology.

What are some of Ed Powers's interests?

Ed Powers has interest in Six Sigma, Consulting, Lean, Cycling, Statistics, Tennis, Quality, Golf, Baldrige, Neuroscience.

What skills is Ed Powers known for?

Ed Powers has skills like Start Ups, Strategy, Leadership, Process Improvement, Management, Strategic Planning, Program Management, Business Strategy, Management Consulting, Saas, Operations Management, Consulting.

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