Eric Wansong Email & Phone Number

New York, NY, US

Port Washington, NY, US

Responsibilities includes; Sales Operations, Sales Support, Provider Management, Customer Implementations, Customer Lifecycle Management, Customer Success, Marketing and Human Resources.

Princeton, New Jersey, US

San Rafael, CA, US

Minneapolis, MN, US

• Global responsibilities for the entire post sale customer journey experience; including customer analytics, information self-service, education, technical support, professional services, technical account management.
• Responsible for all post-sale customer functions including: customer analytics, support site content, professional services, customer training, technical support, technical account management and success management for.
• Improved ‘time to initial value’ by 40% thru an improved and more proactive customer on-boarding process
• Increased ‘product use and adoption’ by 30% thru new proactive customer outreach initiatives
• Drove renewal rates meeting/exceeding 100% for managed accounts by driving usage and adoption initiatives
• Transitioned and reoriented staff/operations to support new Cyber security SaaS solution, IncydrTM: bridging continual support for legacy solution while implementing and supporting new Cyber security SaaS solution.

Indianapolis, Indiana, US

• Tangoe offers premium SaaS solutions, enabling for businesses to manage orders, invoices, inventory, and expenses—Meeting the needs of Telecom, Mobile, Cloud, Internet of Things (IoT), and 5G service providers. Its.
• Served as a member of new executive leadership—spearheading company’s restructure, acquisition by Marlin
• Merger and Acquisition support, integrating AsentinalTM acquisition into Tangoe’s business operationso Led customer/back-office operations—supported 1200+ global customers, representing $200M in ARRo Managed.
• Spearheaded expense management for 40% of Fortune-500 organizations, leading 1300+ globally distributed resourceso Optimized business process—consolidated platforms, focusing sales delivery on higher revenue generating.

Palo Alto, CA, US

• Global responsibilities for understanding the top motivations of customer satisfaction and driving cross-company initiatives and strategies that improve customer loyalty and create a customer-centric culture across.
• Asked by leadership to establish team focused on driving cross-company customer loyalty improvement initiatives
• Throughout seven-year tenure, supported overall revenue growth from $2B to $4.6B
• Led teams: global, Voice-of-Customer (VoC) to gather/analyze data; user experience analysts; designers; program managers; regional customer success leaders o Spearheaded initiatives to drive cross-company customer.
• Achieved industry leading, Temkin Group published, Net Promoter Scores (NPS), ranking in top 4 across 62 Tech Vendors

Palo Alto, CA, US

• Supported the assimilation of 11 acquired organizations
• Oversaw Americas and Global divisions totaling ~500 employees, with an annual budget of $50M: o Led Americas Technical Support; managed Global Knowledge/Escalation/Emerging Product Support/Customer Service
• Improved operating efficiencies while improving the customer experience: o Shifted 75+ resources out of Bay Area to new Mid-West facility for improved coverage at lower expenseo Reduced support case backlog 24%.
• Served as Business Sponsor for global rollout of Salesforce.com’s Service CloudTM
• Established culture/performance management practices to keep annual, unmanaged attrition below 5%

Walldorf, BW, DE

Responsible for Business Objects Americas Technical SupportResponsible for Americas Premier Support ServicesResponsible for Americas Technical Account Management teamAmericas Customer AdvocateSpan of Control 300+

Newtown Square, Pennsylvania, US

Business intelligence implementation services P&L and delivery responsibility for Eastern US, with an emphasis on Financial and Retail/CPG accounts. Organizational responsibilities spanned business development, project delivery oversight, staff hiring and professional development, and key account executive sponsorship. For 2005, team closed more than $8.7M.

Newtown Square, Pennsylvania, US

Joined an inaugural Global Accounts Program, assigned JPMorgan Chase & Citigroup. Responsibilities included coordinating sales efforts of globally distributed account managers, establishing and managing executive level relationships, creating account strategy, improving customer loyalty and increasing annual revenue spend. For calendar years 2003 and 2004.

One of three co-founders, responsible for all operations and business development. Established all fundamental corporate functions, including; payroll, insurance, health benefits, 401K and commercial banking relations. Instrumental in negotiating the purchase of certain Synetics assets, business plan development for a B2B wide-area networking service.

FR

Responsible for leading Synetics' expansion beyond federal government systems integration work into the commercial sector. Established business plan and go-to-market strategies that led to sales and commercial sales operations in Michigan and New York City. Operational responsibilities included proposal development oversight, project pricing, contract.

Houston, Texas, US

Responsible for new business development in a newly formed State & Local Government business unit for the states of MA and RI. Closed $2M new account services engagement, followed by $1M in software licenses. Returned to Synetics after expiration of one year non-compete agreement with SAIC.

FR

Responsible for developing net new sales strategies and initiating net new marketing campaigns focused on commercial customers and state agencies, driving higher margin systems integration engagements. Responsible for training new and existing sales staff in 'solution selling', managing and establishing sales operations in MA, TX, MI and CA. Achieved 120%.

Blue Bell, Pennsylvania, US

Progressive responsibilities included:- New Account Representative- Named Account Representative- Dedicated Major Account Representative- Sales Manager- Branch Manager (MA & RI)Awarded US Eastern Region 'Account Representative of the Year' for 1992. Awarded ' Team Leader of the Year' and 'New Account Representative of the Year' in 1994. As a direct sales.

Bs, Business Administration

Professional Diploma In Cx, Customer Experience