Fred Muller Email and Phone Number
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Customer Success requires delivery of Customer outcomes.Customer "outside-in", people-first, data-based leader with experience delivering solid business results by ensuring customer outcomes are achieved driving retention and loyalty. Drives revenue growth by reducing churn and driving cross-sell/up-sell & expansion sales. Grows business by delivering customer desired outcomes and improving customer experience. Builds trust, rapport and loyalty with customers, organizations, and teams. Transforms, builds, develops talent and leads global customer success organizations that deliver outstanding results. An evangelist and transformation/change agent who balances strategic thinking with tactical execution.Experience/Competencies• B2B Enterprise Software: SaaS, Cloud, Subscription, On-Premise; Hardware, Services• Customer Success strategy, methodologies, programs, NPS/loyalty, Operations, enablement• Business planning, team/talent management, global leadership, data analytics management• Experienced & trained in customer success, transformation, design thinking, agile, analytics• Global experience with Enterprise, Commercial, SMB, Partner, Integrator, Government accounts• Sales, Pre-Sales, Solutions Architecture, Technology Consulting, and practice management• Tools: Gainsight, Totango, Salesforce, Qlik, Tableau, PowerBI• Lean six sigma Black Belt and Green Belt certified
Outcome Led Growth
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Founder & PrincipalOutcome Led Growth Jan 2020 - PresentSpecializing in driving revenue growth and retention for SaaS and subscription software firms through tailored Customer Success (CS) and Customer Experience (CX) strategies that drive growth and retention.Expertise includes:• Product Portfolio Analysis/risk assessment• CS Motion Optimization & ROI Analysis• CS/CX Strategy Development and Deployment• Digital and Human Engagement Methodologies• Customer Segmentation and Success Planning• Operational Frameworks and Risk Mitigation• Team and Talent DevelopmentServices are available on a contract, fractional, or ongoing advisory basis, including mentoring and coaching for sustainable growth and success.
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Vp, Global Customer Success ManagementAvid 2022 - 2023Burlington, Ma, UsLed team delivering Onboarding/Adopt/Expand/Renew motions supporting subscription portfolio growing +49% annually. Established strategy, methodology and teams to support Enterprise B2B and long-tail B2C portfolio at scale (+500k customers). Enhanced onboarding and built digital renewal motion and success team to drive adoption and net dollar/license retention.Results: +18% improvement in NDR & +11% License Retention of company’s largest product -
Vp, Global Customer SuccessHyperscience 2021 - 2022New York, New York, UsLead early stage global CSM team at rapidly growing Pre-IPO, Series E firm delivering industry-leading software which leverages AI/ML to continuously learn, evolve and combine data, people, and business processes into digital assembly lines. -
Managing Director, Global Customer SuccessCitrix 2019 - 2021Fort Lauderdale, Fl, UsLead team supporting rapidly growing Subscription/SaaS portfolio. Delivers full lifecycle support of Citrix Customer's Journey leveraging "tech-touch", Shared services, and Named CSM motions. CSM, CSE, Executive CSM, Programs, Operations and Retention team members based throughout Americas, EMEA, APJ with Centers of Excellence in India and Costa Rica.Results: +26% improvement in NRR; +24% License Retention; +21% Active Usage -
Vice President, Global Customer SuccessCa Technologies 2007 - 2019San Jose, California, UsLead customer facing teams covering 1,900 Enterprise, Partner & Government accounts generating 45% of CA’s total ARR. Established & lead team which developed programs, methodologies and tools used by Success & Sales teams worldwide. Global Team won industry awards from TSIA, Omega Management, CxPA and achieved key business outcomes including:• +20% increase in product adoption.• 5-15% pt. improvement in renewal yields.• $80 million in incremental service sales.• +46 pt. improvement in NPS scores.Designed, built, lead new hybrid customer success organization based in the United States and Europe. Delivered a 145% ROI by driving higher renewal rates, capacity expansion, cross-selling demand generation and significant improvement in NPS in first 24 months.Improved cross-functional delivery of customer success motions and outcomes by developing and deploying Customer Engagement & Orchestration system. System included an early-warning and risk assessment mechanism and a comprehensive playbook library used to proactively reduce churn, drive product adoption, version currency, renewal readiness and delivery of customer outcomes.Previously managed Solutions Architects, Global Partners and Solution Sales of three CA product lines with 150% quota attainment.
Fred Muller Skills
Frequently Asked Questions about Fred Muller
What company does Fred Muller work for?
Fred Muller works for Outcome Led Growth
What is Fred Muller's role at the current company?
Fred Muller's current role is Outcome focused Customer Success Executive | Global B2B B2C | SaaS Subscription Premise.
What is Fred Muller's email address?
Fred Muller's email address is fr****@****ail.com
What are some of Fred Muller's interests?
Fred Muller has interest in Health.
What skills is Fred Muller known for?
Fred Muller has skills like Team Leadership, Direct Sales, Sales Management, Solution Architecture, Account Management, Sales Process, Strategic Planning, Security, It Service Management, Integration, Program Management, Cisco Technologies.
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