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Proven Senior SaaS Executive with record of leading Customer Operations teams through transformational growth, expansion, and specialization. I take a consultative approach when evaluating and developing all phases and elements of Customer Operations that examines People/Org Structure, Processes, Tools/Tech, Customer Expectations, and the nuances of the customer base across all stages of the Customer Journey. I am thoughtful and deliberate in defining objectives, prioritizing a strategic approach, and executing to achieve specific outcomes. I apply a data-driven approach to understanding Retention, Usage and Adoption and use storytelling internally and externally to establish a shared vision that creates positive inertia and urgency.As a leader, building teams and developing people energizes me! I promote operational discipline while individually and compassionately developing team members, enabling them to become the best possible version of themselves. I am a relationship builder and embrace diversity and inclusion as the cornerstone to any organization’s success. Highlighted areas of expertise include:• Customer Operations• Customer Success • Exit / Acquisition Preparation• Executive Relationship Management• Escalation Management and Conflict Resolution• Distressed Customer Intervention and Recovery• Customer Journey design, development, and execution• Storytelling• Customer Experience• Product and Service Management• Global Team and Organizational Development• Service/Product MarketingI manage and develop multi-tier, multi-functional teams of globally distributed technical and non-technical professionals, delivery partners, 3rd party vendors, contractors, and consultants.My extensive international experience includes business execution in North and South America, Europe (all regions), Middle East, Africa, Mainland Asia, Asia Pacific, Australia, and New Zealand.
Qbench
View- Website:
- benchmarkanalytics.com
- Employees:
- 36
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Chief Customer OfficerQbenchMinneapolis, Mn, Us
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Vice President Of Customer OperationsBenchmark Analytics Nov 2021 - PresentMinneapolis, Minnesota, United StatesLead Customer Operations team through transformational development of all phases of the Customer Journey including Onboarding/Implementation, Platform Adoption, Upsell/Cross-sell, Customer Success Programming, Data Services, Digital Transformation, and Support ServicesProvide vision and leadership to team of Directors and Managers within Customer Ops team and across all partner organizations including Sales, Engineering, Product, Research, and Finance -
Management Consultant, Customer Success And Saas DeliveryIndependent Jul 2021 - Nov 2021Minneapolis, Minnesota, United StatesI build and improve Customer Success Organizations focused on effective Customer Onboarding, Adoption, and Retention within the SaaS/subscription model.Provided Consulting and Advisory services to two SaaS startups helping to design their Customer Success strategy and development plans.
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Vice President Of Customer SuccessConservis Sep 2017 - Jul 2021Greater Minneapolis-St. Paul AreaHired in 2017 to increase customer retention, improve operational discipline throughout the organization, and develop scalability in service delivery and support. Conservis was successfully acquired in July 2021 by a JV between the world’s largest Ag Lender, RaboAgrifinance, and TELUS, a large Canadian telecom targeting the AgTech Industry.Increased annual retention by 27% in both revenue and customer count for Financial and Operations Management SaaS platform designed for agriculture and large scale crop productionLed and developed multi-tier Customer Success and Operations Team of 22 people across US and AustraliaTransformed company-wide culture to modern SaaS/Customer Success mindset Improved team diversity and SaaS-oriented skill maturity through growth and cultural transformationCreated management layers and role specialization to drive scalability and enhanced customer experienceHands-on coaching to identify up/cross-sell opportunities and manage risk/churnPromoted a deep understanding of SaaS and Recurring Revenue business model throughout orgOverhauled and redesigned all stages of end-to-end Customer Journey (Pre-Sales, Deal Review, Onboarding, Adoption, and Renewal)Collaborated with CEO (direct report), SVP Sales/Marketing, SVP Product, and Director of HR in development and execution of strategic initiativesPartnered with Sales team through pre-sales, deal review and contracting (all deals required my approval)Implemented Digital Training and Adoption strategy (embedded within UI) using WalkMe throughout entire Conservis platform (on-demand training and adoption)Designed and managed complex five-year capacity planning model aligned to sales forecastIntroduced annual Customer Summits, Quarterly Webinars, and Monthly Customer Newsletter to promote user community and inclusive customer engagementDeveloped sophisticated customer dashboard and metrics to manage risk and monitor usage patterns for globally distributed customer base -
Director Of Implementation And EnrollmentAbility Network May 2016 - Sep 2017Greater Minneapolis-St. Paul Area• Led and developed multi-disciplined, multi-tiered, and geographically distributed delivery organization of 40+ people responsible for Onboarding, Training, Adoption, Cross/Up Sell, Support and Retention of SaaS customer base in Healthcare IT vertical with focus on: -Increased productivity - process improvement, scalability, standardization, and automation -Improved Adoption/Retention - risk management/intervention, value-based training -Customer Experience - Customer Journey, release readiness, proactive engagement -Internal Partnership - Sales, Sales Ops, Marketing, Product, Release Management, Finance• Completed more than 15,000 implementations and training sessions per year• Redesigned end-to-end Onboarding program to promote rapid solution adoption and early detection/intervention of retention risks• Re-engineered all Salesforce.com-based performance metrics and reporting to track Customer Onboarding lifecycle, Risk Management, and Organizational Productivity• Designed and executed Salesforce.com workflow and complex historical data conversion of 260k records to support new service execution strategy• Developed and activated intervention tactics for somewhat change-resistant healthcare customer base to illuminate solution value, benefits, and ease of use• Leveraged Voice of the Customer to influence innovative feature development • Created high performing, customer-focused, and collaborative culture through team reorganization, productivity metrics, performance appraisal, and mentorship -
Director Of Saas Delivery, Cloud Operations, And Managed ServicesQumu Corporation Jul 2014 - Mar 2016Greater Minneapolis-St. Paul Area• SaaS Application, Cloud Operations (DevOps), and Managed Services program ownership• Customer Experience, Customer Success, and Renewals accountability• Executive-level partnership with Sales, Product, Marketing, Legal, to develop and promote new business opportunities • P&L and resource forecasting• Escalation point and customer success storyteller • Recruit, develop, and lead multi-tier, multi-functional team of globally distributed team of technical and non-technical professionals -
Senior Manager, Managed Application ServicesSymantec (Now Veritas) Aug 2010 - Jul 2014Greater Minneapolis-St. Paul AreaSelected to launch, develop, and lead two new “start-up” Enterprise Managed Application Service offerings. These two new service offerings expanded the Business Critical Services (BCS) portfolio to include comprehensive remote-management of Symantec’s NetBackup and Enterprise Vault software solutions for a global portfolio of Large/Medium Enterprise customers. -
Senior Manager, Business Critical ServicesSymantec (Now Veritas) Jul 2008 - Aug 2012MinneapolisLead remote team of 16 customer-facing Business Critical Account Managers responsible for 70+ globally distributed Large Enterprise, Federal, and State Government accounts. Focus on proactive and thorough engagement to drive customer success and demonstrate customer ROI. .
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Senior Business Critical Account ManagerSymantec (Now Veritas) Feb 2006 - Aug 2008Roseville, MnProvide proactive services, project management services, and enhanced support resource management to Symantec’s premier Enterprise level customers requiring uninterrupted availability to data and applications on a 24x7x365 basis. Become a trusted advisor to customers through consistent and dependable delivery of the Business Critical Services product while continuing to seek new and creative opportunities to grow the customer relationship.
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Account/Delivery ManagerAccenture (Navitaire) May 2002 - Dec 2005Selected for leadership and CRM skills to manage six multinational airline accounts subscribing to mission critical SaaS-based airline reservation system. Principle responsibilities include developing functional and technical business requirement specifications, prioritization of development pipeline, managing account growth strategy, establishing and cultivating broad client relationships, directing product demonstrations, creating value propositions, writing commercial proposals, and driving defect and outage resolution. -
Implementation Consultant And Software EngineerAccenture (Navitaire) 1998 - 2002Selected to join elite onsite team of consultants responsible for implementation of complex accounting software for Air New Zealand and Qantas Airlines. Embedded at customer sites for one year each in Auckland, NZ and Sydney, AUS. This role included design and development of GAP solutions and custom enhancements, consultation to align business rules with product functionality, guidance of customers through exercise to redistribute division of labor on new product more efficiently, creation of functional and technical specifications and user guides, leadership through customer UAT and regression testing cycles, engineering and execution of seamless data conversion strategy, and conducting product training and focus groups.
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Cancer Research Laboratory TechnicianWayne Hughes Institute Dec 1997 - May 1998Roseville, MnPerformed cell proliferation and colony forming assays with experimental anticancer compoundsDesigned and executed in-vivo toxicity and efficacy studies of experimental compounds (including post-mortem dissection/analysis)
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Volunteer Science And Math Teacher AbroadMount Carmel High School Aug 1995 - May 1997Benque Viejo Del Carmen, Belize, Central AmericaIntroduced comprehensive curriculum for math and science programsDesigned innovative laboratory experiments using available resources in support of textbook concepts
David Gehant Skills
David Gehant Education Details
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Master Of Business Administration (Mba) -
Pre-Medicine And Biochemistry
Frequently Asked Questions about David Gehant
What company does David Gehant work for?
David Gehant works for Qbench
What is David Gehant's role at the current company?
David Gehant's current role is Chief Customer Officer.
What is David Gehant's email address?
David Gehant's email address is dg****@****orp.com
What is David Gehant's direct phone number?
David Gehant's direct phone number is +161225*****
What schools did David Gehant attend?
David Gehant attended Hamline University, Concordia College.
What are some of David Gehant's interests?
David Gehant has interest in Education, Health.
What skills is David Gehant known for?
David Gehant has skills like Enterprise Software, Management, Crm, Strategy, Leadership, Integration, Service Delivery, Cross Functional Team Leadership, Managed Services, Product Management, Cloud Computing, Program Management.
Who are David Gehant's colleagues?
David Gehant's colleagues are Teresa Correa, Thomas Donnelly, Ben R., Brian Duranty, Nicholas Frankel, Lucy King, David Henderson.
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David Gehant
Minneapolis, Mn -
David Gehant
Maire De Forcalquier | Président De La Communauté De Communes Du Pays De Forcalquier-Montagne De Lure | 5Ème Vice-Président De La Région Sud Provence-Alpes-Côte D’AzurForcalquier1hotmail.fr -
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