Evan Welch Email & Phone Number

Albany, NY, US

Houston, Texas, US

Philadelphia, Pennsylvania, US

Albany, NY, US

• Oversees all company operations and initiatives including Professional Services, Unified Communications, Technical Account Management, Advanced Engineering and Help Desk - supporting the resolution of over 25,000.
• Developed a high quality, efficient service organization by executing a tiered organizational structure to eliminate redundancy and inefficiency in underperforming areas, create key roles with defined responsibilities.
• Established new standards and processes including a dedicated support structure, ticket prioritization system and efficient workflows for ticket resolution. Improved service delivery resulted in 45% growth in the.
• Implemented a Direct-to-Tech program for phones, resulting in a reduction of calls forwarded to voicemail from 75% to less than 5%, and 75% same day ticket resolution in under two months – up from 35% the preceding.

Troy, New York, US

• Established a highly effective services organization by creating key strategies for Support, Logistics, Customer Success and Project Management for a medical device company with over 30,000 devices deployed. Promoted.
• Established the organization’s first documented support service level agreement (SLA), contract terms, service availability guarantees and project management SOPs. Designed the first public-facing product roadmap.
• Decreased support ticket backlog by 150% in two months by redesigning the entire ticketing workflow, automating progress reports and performing agent assignment analysis. Achieved a 95% SLA success rate and a 200%.
• Optimized shipping department operations and inventory management – resulting in a 98% backlog reduction while decreasing time-to-shipping duration from fifteen to three days (80%).
• Improved first-call resolution by 192%, surpassing the industry best practice target of 75%. Achieved 90% answer rate for live support calls within two minutes while call volume increased by 200%. Service enhancements.
• Performed targeted health checks with entire customer base, resulting in increases in one-time revenue ($230k) and MRR ($2k). Strategy generated over 2,800 new device leads in four months.

Troy, New York, US

Providence, Rhode Island, US

• Established a scalable and highly effective services operation including strategies and new programs for client onboarding, training, consulting and project engagements for a SaaS restaurant management software used by.
• Owned the company’s comprehensive service strategy with built-in, scalable processes for program management, project management and cross-functional partnerships. Established partnerships with Sales, Product, Marketing.
• Restructured customer journey map by standardizing programs and reducing touch points by 40% - resulting in a 33% improvement in customer satisfaction.
• Developed a new consulting operation for Upserve’s online ordering solution. Implemented a three-day onboarding to support the adoption of online ordering.
• Manages the employee lifecycle for a team of technical experts and project managers, including all hiring, training, performance management and employee development.
• Established internal documentation processes and services best practices to ensure optimal performance and service delivery. Led team to complete implementations for four business lines in 2020 to date – a 47% increase.

Norwalk, Connecticut, US

• Managed the global services operation for a SaaS data protection company with markets in the Americas, Europe, Asia-Pacific, Australia and South Africa. Responsible for a $1.5 million P&L and 14 direct reports.
• Established a new business unit and developed new standards-based implementation programs for four products, including Datto’s most profitable business continuity solution.
• Launched a new onsite consulting offering that yielded 25% actualized profit margin while significantly decreasing costs for clients. Developed strategy and financial plan to ensure profitability.
• Partnered with Sales and Finance on pre-sales demos, large business deals and billing. Key member of Launch Committee responsible for launch planning, review of new features and feature sign off.
• Developed new employee onboarding program that reduced training time by 50%. Established new department KPIs and monitored team performance including project duration, product utilization post go-live, customer.
• Developed essential partnerships by translating client business and technical needs into actionable items for product roadmap review, delivering on-time implementations and resolving critical issues.

Norwalk, Connecticut, US

• Managed product implementations and consulting services for the highest revenue generating accounts. Architect of core global implementation offerings and newly developed service offerings. Achieved highest success.
• Developed and delivered new, profitable service catalogue offerings to key customer cohorts including onsite post-live consulting services, four standards-based onboarding programs for newly acquired products and.
• Designed core global implementation offerings including Virtual Lab Group Consulting, Advanced Implementation, professional service offerings and custom statements of work.
• Created and maintained department KPIs to drive customer satisfaction, decrease implementation time to value and increase revenue recognition.
• Managed consulting engagements, success plans and deliverables for new and existing clients. Reviewed projects post implementation to ensure quality delivery and client expectations were met.
• Created and delivered product presentations for end-user conferences, sales demonstrations, employee onboarding, employee training and executive leadership team.

Norwalk, Connecticut, US

Autotask & Datto merged in December 2017Product manager for 2 core applications in the Autotask PortfolioOwned data gathering, analysis, and prioritization for Product RoadmapLead cross department teams for sales, implementation, support, finance, and marketingProject manager and architect for elite re-seller migrationResponsible for creating and.

Norwalk, Connecticut, US

• Managed product implementations and consulting services for the highest revenue generating accounts. Architect of core global implementation offerings and newly developed service offerings. Achieved highest success.
• Developed and delivered new, profitable service catalogue offerings to key customer cohorts including onsite post-live consulting services, four standards-based onboarding programs for newly acquired products and.
• Designed core global implementation offerings including Virtual Lab Group Consulting, Advanced Implementation, professional service offerings and custom statements of work.
• Created and maintained department KPIs to drive customer satisfaction, decrease implementation time to value and increase revenue recognition.
• Managed consulting engagements, success plans and deliverables for new and existing clients. Reviewed projects post implementation to ensure quality delivery and client expectations were met.
• Created and delivered product presentations for end-user conferences, sales demonstrations, employee onboarding, employee training and executive leadership team.

Norwalk, Connecticut, US

• Managed product implementations and consulting services for the highest revenue generating accounts. Architect of core global implementation offerings and newly developed service offerings. Achieved highest success.
• Developed and delivered new, profitable service catalogue offerings to key customer cohorts including onsite post-live consulting services, four standards-based onboarding programs for newly acquired products and.
• Designed core global implementation offerings including Virtual Lab Group Consulting, Advanced Implementation, professional service offerings and custom statements of work.
• Created and maintained department KPIs to drive customer satisfaction, decrease implementation time to value and increase revenue recognition.
• Managed consulting engagements, success plans and deliverables for new and existing clients. Reviewed projects post implementation to ensure quality delivery and client expectations were met.
• Created and delivered product presentations for end-user conferences, sales demonstrations, employee onboarding, employee training and executive leadership team.

Stamford, CT, US

Responsible for implementation, Pre-Sales enablement, Project Management, Technical and Customer Support, Account Management, and Business Developmentknowledge of SAAS Architecture, IT infrastructure, and Solutions SellingAttained Highest new sales rep quota attainmentGained strong technical knowledge of product suite ensuring proper solution.

Bachelor Of Science In Marketing And Management, Business, Management, Marketing, And Related Support Services

International Relations And Affairs