Edward W. Email & Phone Number

Meridian, Id, Us

As the Global Vice President of Customer Success, I lead a high-performing team committed to delivering exceptional value to our customers. My focus is on driving retention, growth, and customer satisfaction through innovative strategies that enhance product adoption and foster long-term partnerships. By aligning Customer Success with overarching business goals, I champion a customer-centric approach that ensures success at every stage of the journey.Key Accomplishments:Transformational Leadership: Built and scaled a Customer Success organization from the ground up, achieving a 95% retention rate and doubling net revenue retention (NRR) within three years.Revenue Growth: Developed strategies that increased upsell and cross-sell opportunities by 30%, driving substantial annual recurring revenue (ARR) growth.Operational Excellence: Spearheaded initiatives that reduced churn by 25% and cut onboarding time by 50%, elevating the customer experience.Team Building: Recruited top talent and established a culture of collaboration, accountability, and innovation, creating a world-class Customer Success team.Strategic Partnerships: Cultivated relationships with key enterprise clients, securing multi-year renewals and consistently improving satisfaction scores.Data-Driven Insights: Implemented advanced analytics and health scoring models to identify risks proactively, resulting in a 20% boost in customer satisfaction and reduced churn.

Palo Alto, California, United States

Owned all Customer Success activities including new process efficiency, forecasting, client on-boarding, user support and training, and client advocacy. instrumental in facilitating a strong team dynamic, driving growth, and reducing churn across multiple customer segments while working strategically with the broader leadership team to drive towards company bookings and revenue goals. Partnered with senior leadership across Sales, Marketing, Operations, Support, and Product.Core Competencies:Customer Retention and ExpansionCross-Functional Leadership and CollaborationCustomer Journey Mapping and OptimizationChange Management and Organizational DevelopmentP&L Management and Financial AcumenData Analytics and Technology IntegrationStrategic Planning and Market Expansion

Greater San Diego Area

Reported directly to CEO. Oversaw day to day operations of Delivery/Services teams, Product Management and Engineering. Responsibilities included (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).Implemented operational efficiencies to decrease lost revenue. Developed ideal journey maps to drive higher levels of customer engagement, decrease churn and increase revenue.

San Diego, California

Direct supervision of Delivery and Services team. Responsible for developing, executing strategies for optimal customer satisfaction. I reported directly to the CEO, worked closely with product development and engineering teams. Optimized processes to decrease customer effort, early churn and improve NPS/reference-ability. Maintained >90% CSAT and post onboarding satisfaction >95%. Identified pain points in the after-sales customer journey, analyzed metrics, defined and monitored company SLAs

Greater San Diego Area

Essential Job Functions:1) Manage and direct a team of 10-12 supervisors averaging 18-20 inbound call center agents on each team, servicing core video, high speed data and digital phone customers contacting the center via telephone, email and written correspondence.2) Ensure team meets goals and objectives as set forth by the call center management. Goals will include, but are not limited to, schedule adherence, attendance, average handle time and quality3) Increase productivity of agents through effective management of supervisors4) Maintain oversight of QA/Training results to ensure agents are fully knowledgeable of product, pricing, equipment, processes and service options and are meeting or exceeding established goals for quality5) Recommend and manage functional area capital and operating budgets and expenditures.6) Plan, acquire and ensure that team utilizes sales skills, retention skills, billing system knowledge and troubleshooting techniques for core video, high speed data and digital phone product lines. This knowledge can be acquired through training, online reference guides, documentation, playbooks and other sources7) Establish and maintain exceptional lines of communication and professional relationships with other areas within the division including advanced support/escalation team, dispatch, customer accounting, technical operations, engineering, and marketing8) Report the activities of the team to upper management in an effective, accurate and timely manner. Utilize team data to analyze effectiveness, results and opportunities for improvement9) Ensure team meets or exceeds established customer service standards and service levels through partnership with workforce management10) Utilize Division approved practices in performing hiring, disciplinary action, staff development, goal setting, performance reviews and adhering to safety practices. Support policies and procedures including diversity initiatives and AA/EEO goals

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Bachelor'S Degree, Computer Science

Computer Systems Networking And Telecommunications