Senior executive leader with over 20 years of proven results creating exceptional customer experiences, building strong customer loyalty, increasing sales, and driving superior bottom-line performance. Recognized throughout career for outstanding strengths in creating, recruiting, mentoring, and managing high-performance teams tasked with delivering world-class support to Fortune 100 customers. Excellent executive decision-making, policy direction, strategic business planning, and financial management. Additional heavy focus on implementing industry best practices (ITIL), driving continual service improvement and superior uptime for critical services, as well as the utilization of proactive tools to resolve the majority of customer issues before they escalate into actual incidents. Area of Expertise: · Customer Experience Management & Team Leadership· C-level Account Management & Relationship-Building Skills · Managed Services Leadership / SLA & SLM Negotiation & Accountability· Process Improvement / Operational Excellence / M&A Integration· Sales Support & CRM Systems· Strategic Planning, Budgeting & Decision-Making· Team Recruiting, Training, Management & Performance Evaluation Industry/product background to date spans Cloud, & Hosted Services Environments; Monitoring and analytical products capturing critical machine data to remotely solve and predict technical issues; Selecting, managing CRM systems for optimum customer experience; Video and communication systems knowledge. An avid networker, I welcome all relevant conversations at emmons.rob@gmail.com.
Listed skills include Project Management, Program Management, Cross Functional Team Leadership, Product Marketing, and 21 others.
