Evan Freedman Email & Phone Number

Redwood City, California, Us

Responsible for the teams that deliver Onboarding, Resident Solution Architect (RSA), and (soon) Partner Enablement Services. ($5M Run Rate)

Redwood City, California, Us

- Member of Executive Leadership Team (ELT), reporting directly to our CEO- Responsible for the Creation of the Unified Customer Journey (UCJ) Project in concert with our COO/CFO.- Led Customer Communications. / Critical Incident Response during a 3rd-Party Data Breach in Q2.

Redwood City, California, Us

- Selected by Revenue Leadership to BigPanda's President's Club - FY 2024 for contributions to Bookings and Customer Success

Redwood City, California, Us

In 2022, I was asked by our Chief Customer Officer to create a new delivery capability, which became the Resident Solution Architect (RSA) team. RSAs need to deliver on a challenging remit: demonstrate deep domain expertise across multiple technical areas (Observability & Monitoring, ITSM Design, Incident/Problem Management, Data Visualization) and also have experience translating this work into business value. A few highlights thus far:- Given my experience in Managed Services, I partnered with our GTM leaders to help create a role that hopefully allows for a triple win: Great outcomes for customers, exciting work for RSAs, and increased likelihood to expand for BigPanda.- Led the hiring of a team of 4 RSAs in Q4 2022- Scaled the team to deliver against 4x forecasted demand in Q4 2022- Built out the value framework, delivery toolkit, and critical skills enablement pathway.

Redwood City, California, Us

I led our Professional Services Team in the West Region. This team consists of Solution Architects, Technical Project Managers, and Solution Engineers. In this role, I'm responsible for the success of our onboarding projects and for collaborating with our partners upstream in sales and downstream on the CSM teams to get customers to value realization in a rapid and robust manner. Some highlights during my time at BigPanda:- Grew the Professional Services team from 11 to 25 team members over FY22- Grew in-region revenue 3x YoY in FY22 through close partnership with West Sales Leaders, Account Executives, and Sales Engineers.- Helped the Pandas on my team achieve their goals: - The highest Services Org (65+ Pandas) award was given to the top SA in my region in FY22 - The highest Solution Engineer award was given to the lead SE in my region in FY22 - The annual culture award winner for BigPanda was given to an SA in my region- Tasked by our Chief Customer Officer to build a new Customer Education and Enablement Function. Was able to hire a leader for the team and 2 critical IC hires within Q2 2022. - In Q3 FY22, Successfully transitioned LMS in 6 weeks - In H2 FY22, the team created a novel certification pathway for AIOps, the first in this field.

Pleasanton, California, Us

In this role, I was responsible for managing our delivery relationships with Service Delivery Partners that managed 60+ accounts with over $11M in swACV. - Led a growth initiative to look for expansion opportunities in accounts managed by partners. In partnership with our alliances team, we developed a process that generated over $2.5M in Pipeline for viable opportunities. I developed the framework that partner delivery teams would use across 12 different service delivery partners in the ecosystem and also collaborated with Sales Operations and Alliances to automate the process moving forward. - Advised largest delivery partner on how to improve their delivery of Strategic Business Reviews. By leveraging Medallia's existing framework, and adapting it to their methodology, we were able to drive 6pt increase in their ability to "Deliver Business Impact" in Medallia's Relationship Survey to Partner-Led Clients.- Facilitated a million-dollar run-rate subcontracting program for a regional partner in Latin America. Revised partner onboarding process to drive a 60% reduction in issues caused during project onboarding, and leveraged monthly check-ins across Medallia's PS Operations and Internal Stakeholders to course correct.

Pleasanton, California, Us

- Managed Churn Forecasting Models for Customer Success and Sales Leaders- Developed a framework for managing churn risk by managing remediation actions for strategic clients- Led At-Risk Account Group that developed playbooks for remediating risk across 500+ accounts

Pleasanton, California, Us

As a solutions consultant, I work closely with our Sales Directors to tailor enterprise SaaS solutions that help companies collect, understand, and act on feedback from customers and employees. A few highlights:- In my third quarter ever in a Sales Organization, was able to land $1M in TCV across 3 opportunities.- Requested by our West Regional VP of Sales to perform analytical deep dives on key accounts in the region. This work opened up more than $4M in pipeline for the region.- Given my experience Post-Sale, was able to fully scope and shepherd projects through the closing process, which normally would be handled by 2 other teams.

Pleasanton, California, Us

Ensured that my clients extract the most value possible from the insights captured by the Medallia reporting platform. I did this by deeply embedding myself in my client's industry, making strategic recommendations and advising a team of Medallia analysts do their work behind the scenes to bring those strategies to life. In the role, I had to be equally comfortable speaking in front of a room full of 50+ executives as well as helping QA reporting dashboards side-by-side with customer-facing employees. A short list of highlights:- Total Contract Value of my portfolio was >$7MM- Organic Net New ACV growth in prior was two years >50% from expansions- End-User NPS for my portfolio had increase of +20 points YoY

Pleasanton, California, Us

Project Management - I am responsible for ensuring that my client's requests to make improvements are feasible and aligned with the scope of their agreement with Medallia. My main focus is to ensure that the teams of analysts alongside me are working efficiently. Data Analysis - Even though our clients have teams of consumer insights analysts, my role is to advise them when they have questions about their data. I dig in to the tens of millions of responses to uncover nuggets of wisdom that are actionable.Change Management - We do more than just enable surveys to be distributed and analyzed. We are part of every company's transformation into a guest/client/customer centric organization. This is delicate work. At any moment, I have to know where my client is on the change management curve and where my client's stakeholders are as well.

Pleasanton, California, Us

Palo Alto, California, Us

Spearheaded Glooko’s efforts to shift into the Healthcare Provider Space. Reported to Founder/Chairman and then to CEO.• Sourced and landed Glooko’s first deal with a world-reknowned Diabetes Institute inSouthern California.• Researched, developed and compiled all decks/models for Series B round of funding.• Distilled 1 million events into 5 actionable recommendations implemented in v1.6, whichhad only 5 star reviews in Apple App Store

Elmhurst, Illinois, Us

Led team of 25 Staff and 3 Supervisors responsible for over $50MM inventory.Department previously struggled to meet operational goals. Realigned staff roles and supervisor priorities, thus allowing department to achieve standards on 90% of workdays with no additional increase in staffing.In addition, I:- Designed and Developed all Internal Tools for the department. Previously, my team had little visibility into variability in space utilization.- Utilized empathetic design in the overhaul of the process for selecting and purchasing Personal Protective Equipment. The result of this work was the introduction of a lighter and more ergonomic hard hat for over 30 industrial vehicle operators.

Elmhurst, Illinois, Us

Premier B2B e-commerce site that receives 300,000 unique visitors and more than 20,000 orders/day- Developed a framework and algorithm to interpret customer’s free-form requests for specific shipment methods. Increased the number of automatically processed orders by 500/day.- Led cross-platform testing, optimized process to minimize re-work.- Designed and lead multiple usability tests with power users to review wireframes / powerpoint prototypes.

Elmhurst, Illinois, Us

Huntersville, Nc, Us

Airport security startup that developed a fast-track program for frequent flyers.

Sc.B, Cognitive Neuroscience

Education record

Education record