Frank Lucier Email and Phone Number
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Proven and trusted Customer Success and Sales leader with 20+ year track record of revenue-generating achievement in technology. Manages complex and diverse Enterprise business segments with the largest global enterprise companies as well as scaled high-volume customer segments. Problem-solver with an appetite to dig in, create, execute, and evolve strategies that lead to successful outcomes. ►INNOVATES & EXECUTES INDUSTRY-LEADING ENTERPRISE CUSTOMER PARTNERSHIP ORGANIZATIONS• Has 20+ years in technology and 10+ years building out innovative and highly-impactful programmatic approaches to Enterprise Customer Partnerships for growth and expansion.• Works with Fortune 50 to high-volume/digital customer segments to increase enterprise customer partnership retention and expansion• Provides tangible strategic vision to teams, shows them how to be successful in their roles, and how that correlates to organizational company-wide victories.►STRATEGICALLY FOCUSES ON CUSTOMER VALUE, HEALTH, & INVESTMENT OPTIMIZATION • Embraces 10-year battle-tested matrixed “Making Value Visible” approach that drives customer and corporate success by ensuring customers get the most out of their investment. • Program consistently exceeds revenue targets by up to 175%+ • Creates a bulletproof standard with customer retention, eases sales expansion and increases customer’s proclivity to buy►TRUSTED LEADERSHIP & GLOBAL TEAM-BUILDING• Leads global teams of senior leaders and ~100 individuals across enterprise business units worldwide.• Trusted advisor who enjoys hiring high-quality driven people and supporting them to execute on strategies.• Track record of 95% employee retention rate in last 5 years and low attrition throughout career.• Incredibly strong supporter of succession within the organization.
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Chief Customer And Growth OfficerLevelheadedDenver, Co, Us
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Chief Customer Success OfficerVelocity Global Sep 2023 - PresentDenver, Co, Us -
Svp, Customer SuccessIspot.Tv Nov 2021 - Jun 2023Bellevue, Wa, Us• Led and evolved iSpot’s Customer Success organization comprised of 60 CS professionals and a diverse customer base of over 350 customers generating $70M+ in ARR• Designed and implemented iSpot's first comprehensive Customer Lifecycle Program to optimize customer value, improve retention and deliver expansion revenue in a consistent and scalable manner• Increased year-over-year customer expansion growth by 200%+ in FY22 -
Vice President, Client DevelopmentSap Concur Mar 2018 - Oct 2021Bellevue, Wa, UsThe market leader in Travel & Expense software solutions. Led teams for 7+ years and drove change in the organization to move from a classic Account Management group to a leading Customer Success organization.• Managed a team of six leaders across the Enterprise business unit with 60+ individuals in 2 customer segments in Asia, US, and Europe and an operational support team in Manilla.• Business segments spanned the volume business to the largest Top 200 Enterprise customers in the North American and European markets generating $100M in ARR. • Led a team to build out a lower-dollar, high volume customer segment (1,300) and customer treatment model in 2019 that combined people, data, communications, and technology.• Drove results across the Public Sector and Digital customer segments in 2019.• Developed cross-functional partnerships with Sales, Marketing, Services and Operations to build and evolve engagements and processes which support customers’ lifecycle journeys; led to customers achieving incremental value from their investment in SAP Concur’s solutions. -
Senior Director, Global Client DevelopmentSap Concur Jan 2016 - Mar 2018Bellevue, Wa, Us• Managed teams of up to seven Client Executives and an average annual portfolio of 50+ of SAP Concur’s largest Enterprise multi-national customers.• Led team that achieved an average of 127% of revenue goals over 3 years and 116% of customer contract renewal goals.• Co-developed a customer feedback process to facilitate product feature requests which directly resulted in multiple product enhancements and approved customer communications.• Named Enterprise US Director of the Year in 2017 and Change Agent of the Year for the Global Customer Segment for 2017.
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Director, Client Development, EnterpriseSap Concur Jul 2014 - Dec 2015Bellevue, Wa, Us• Managed a team of 5 Client Executives and a portfolio of 120+ Strategic Clients.• Led team through strategic operational changes throughout FY15, while focused on improving the value of Concur within existing clients, to facilitate contract compliance.o Increased cross-sell revenue across portfolio and renewal target achievement of 113%• Developed and implemented a consistent approach to territory management within the Strategic West territory; allowed Client Executives to streamline priorities and focus in congruence with Concur’s Client Development charter.• Participated in various projects in FY15 focused on improving operational efficiency and targeted sales campaigns.
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Global Director, Customer SuccessServicesource Mar 2013 - Jul 2014Started with ~100 as a small private company and when exited there were 3,500 people, went public, through IPO and expanded globally. Started as an individual contributor and left as a leader working with a global customer set and built out a “clients for life” model that became the basis for an ongoing evolving customer success framework.• Managed a global customer portfolio with responsibilities for revenue growth, strategic planning, and relationship management, representing $20M in annual SREV revenue and $500M in annual customer recurring revenue.• Drove portfolio growth of 5% in customer revenue and achieved 122% of operating plan revenue with tier 1 customers including BlueCoat, Jive, Intralinks, Bazaarvoice, and HDS in 2013.• Developed and implemented Customer Success Management solutions for SaaS customers; resulted in an 8 point customer retention increase during the first year of execution• Led rollout and subsequent adoption of Renew OnDemand software platform for strategic customers during the first year of general availability
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Director, Client DeliveryServicesource Jul 2009 - Feb 2013• Full responsibility and management of a portfolio with $8M+ in annual SREV revenue, and $420M in annual customer recurring revenue that included customers such as Dell, Motorola and Hitachi Data Systems with full responsibility for P&L and revenue objectives.• Led a combined account management and sales operations team of 75 individuals with resources in Denver, Liverpool, Singapore and Kuala Lumpur.• Achieved an average of 107% of operating plan revenue targets over three fiscal years.• Drove customers to embrace and adopt SREV Cloud applications including a robust partner channel portal, analytics application, and Cloud-based CRM.
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Manager, Client CareServicesource Jan 2008 - Jun 2009• Developed and delivered account retention and growth strategies for global technology companies including Motorola and Aruba Networks.• Created and successfully drove strategies and processes to meet aggressive revenue goals, while nurturing high-value relationships.• Led customer expansion with Motorola that resulted in 10X growth from $20M in annual customer recurring revenue under management to $200M+.
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Account Manager, Inside SalesServicesource Sep 2006 - Dec 2007• Managed 16 sales reps to achieve quarterly sales targets by leading weekly territory reviews, building strategic sales plans, setting quotas, and actively monitoring daily sales output• Acted as the lead interface between SREV and customers including Autodesk, Tandberg, and Extreme Networks for all day-to-day needs including forecasting, weekly reporting, and sales pipeline knowledge.• Led two customer sales teams to high levels of performance that resulted in global expansions.
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Team LeadServicesource Aug 2005 - Aug 2006Directly managed a team of five Sales Reps with responsibility for daily call coaching, deal-by-deal forecast reviews, strategic sales plans, CRM management and the training and development of sales representatives.
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Senior Sales Representative & Sales RepresentativeServicesource Jun 2004 - Jul 2005Managed a sales territory comprised of up to 200 quarterly service contracts; successfully sold incremental services, extending terms of contracts and co-terminating contracts for customers. Promoted to Senior Sales Rep after six months based on the sales results and leadership demonstrated in the role.
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Legal ClerkPacific Gas And Electric Company Oct 2003 - Jun 2004Oakland, California, Us
Frank Lucier Skills
Frank Lucier Education Details
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University Of OregonJournalism
Frequently Asked Questions about Frank Lucier
What company does Frank Lucier work for?
Frank Lucier works for Levelheaded
What is Frank Lucier's role at the current company?
Frank Lucier's current role is Chief Customer and Growth Officer.
What is Frank Lucier's email address?
Frank Lucier's email address is fl****@****ail.com
What schools did Frank Lucier attend?
Frank Lucier attended University Of Oregon.
What skills is Frank Lucier known for?
Frank Lucier has skills like Saas, Account Management, Salesforce.com, Crm, Solution Selling, Sales Operations, Sales Process, Enterprise Software, Lead Generation, Strategic Partnerships, Sales Enablement, Channel Partners.
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