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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.