Frank Suglia Email & Phone Number

Houston, TX, US

Bellevue, WA, US

Bellevue, WA, US

• Helped grow BitTitan from $9M In 2016 to a forecasted $50M in 2021 and a successful exit
• Successfully manage performance for globally distributed customer-facing organization of 30, including managers and individual contributors selling and supporting SaaS solutions
• Managing a global Customer Success organization, serving 187 countries, with proven customer-first, Support, Onboarding and Knowledge Management practices
• Consistently achieving >95% CSAT, reduced first response from four hours to one hour and delivering same business day resolution for all high severity customer escalations
• Built three offer Onboarding portfolio providing advisory services for SMB through Enterprise customers globally with revenue growth of 243% YoY in first two years
• Leading global Technical Sales organization driving effective customer interactions, supporting field sales, and demonstrating the value of our SaaS solution portfolio

Austin, TX, US

• Founded cloud services integration company focused on cloud-first strategy, adoption and enablement within SMB and mid-market customer base
• Achieved Cloud Accelerate Microsoft partner competency and served on the Microsoft Cloud Partner Advisory Council
• Managed all pre-sales and Professional Services delivery activities delivering enterprise messaging, collaboration and compliance solutions
• Implemented CRM and PSA solutions in support of Sales and Services management and reporting
• Built current offer portfolio to align with current and emerging cloud and hybrid enterprise environments
• Designed low-cost remote delivery methodologies to leverage and align with lower total cost of ownership inherent within cloud ecosystems

Dublin 2, IE

• Lead Global Technical Sales team, selling Digital Performance Optimization offers, capturing $60M in annual revenue
• Demonstrated Digital Performance Optimization offer value to select global clients, e.g. American Express, Frito Lay, Dell Inc., Bank of America, AOL, Time, Proctor and Gamble
• Contributed to Digital Performance Optimization offer development and market positioning by capturing customer feedback in combination with market research
• Enabled and managed select Global partnerships and ensured seamless transition from sales and business development to delivery teams
• Designed high-impact sales assets, including client specific analysis and compelling product demonstrations
• Lead comparative research across multiple industry sectors, e.g. Marketing 50, Banking, Airlines, US Government Agencies

Round Rock, Texas, US

• Managed all Technical Sales and Professional Services delivery activities and led a team of Project Managers delivering enterprise IT solutions
• Created and managed a Regional Services program in hub cities, leveraging partners for pre-sales and delivery activities, achieving 100% revenue growth across consecutive quarters and securing 25% of overall.
• Facilitated account growth by developing and implementing procedures to identify, track and communicate follow-on opportunity within existing projects to sales team resulting in as-delivered revenue attainment greater.
• Increased customer satisfaction from 50% to 90% by refining delivery methodologies and broadening coordination with delivery partners
• Aligned Professional Services offer roadmap with Dell’s key alliance partners Integrated partner engineers into Professional Services Practice to augment internal technical staff
• Built Small/Medium Business Account Practice with executive sponsor focused on mid-tier customer base, e.g. 250 – 5000 employees, capturing upwards of $20M in revenue per year

US

• Responsible for managing and developing the User Experience consulting business
• Managed contractor base exceeding revenue target by 14.5%
• Achieved annual practice utilization exceeding targets by 10%
• Created and maintained knowledge repository of reference documentation to be leveraged by team and external sales force, including portfolio of work, client case studies and references
• Created targeted solution offerings for User Experience Services and provided sales force supporting documentation to assist sales efforts, e.g. Usability Offering
• Integrated User Experience solutions into technical solution offerings, e.g. Microsoft Content Management Server, SharePoint Portal Server and SharePoint Team Services

New York, NY, US

• Developed user experience and information design strategies and performed usability testing for www.colgate.com
• Generated production documentation, e.g. sitemaps, information designs, use cases and functional requirements

New York, NY, US