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 service tickets annually. Managing a $3 million P&L, four direct reports and fourteen indirect reports. • 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, attract new highly skilled talent and create a new functional area dedicated to tier III support (Advanced Engineering). Developed a new agile escalation process while implementing automated solutions to increase productivity and service efficiency. Increased service delivery profitability from 39% to 64% while significantly improving service quality – achieving a 53% improvement in average time to resolution within the first twelve months.• 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 customer base and achieved a significant decrease in churn of less than $5,000 in monthly recurring revenue (MRR) over twelve months, compared to a $50,000 loss in MRR the preceding six months. • 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 thirteen months. Launched call dispatching and customer callback programs which generated a 92% improvement in first response and 105% improvement in same day response.

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 from VP of Customer Success three months post-hire. Instrumental in organizational planning for series A round of venture capital funding including company strategy, financial planning, pricing model and budget.• 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, release notes and release planning for all application releases. • 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% improvement in tickets closed with first response (75%).• 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 led to a CSAT score of 81%, compared to the industry average of 38%.• 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. • Created the first bundle pricing model – transitioning one-time revenue into an offering that increased multi-year monthly recurring revenue between 20% and 75% six months post-implementation.

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 over 10,000 restaurants to process over $9.9 billion in annual sales• 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 and Finance to ensure involvement throughout the customer journey including product promotions, new feature releases, closing business and billing.• 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 in implementations from 2019.

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 satisfaction and health score. Owned services metrics and process documentation.• 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.• Managed the recruitment, selection and training of Services department. Grew team from five to twelve employees in eighteen months. Managed remote teams in Americas and International.

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 rate of all implementation consultants and awarded Hero Award for organizational excellence.• 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 custom engagements for existing clients. • 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 monitoring KPI’s to drive retention, customer acquisition strategies, and institutional effectivenessPrepared and delivered worldwide presentations for user conferences, sales demonstrations, internal training, and executive management 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 rate of all implementation consultants and awarded Hero Award for organizational excellence.• 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 custom engagements for existing clients. • 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 rate of all implementation consultants and awarded Hero Award for organizational excellence.• 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 custom engagements for existing clients. • 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 positioningResponsible for business development activities including cold calling, customer renewal, retention, and onsite customer visits

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

International Relations And Affairs