Jim Kieley Email and Phone Number

Founder and Principal of highly specialized SaaS / EOS® Integrator fractional executive services firm.

SaaS business and technical advisor.

Fractional COO / SaaS Executive / Operator

Fractional COO / EOS Integrator

Fractional COO / EOS® Integrator

Progressively moved into positions of higher visibility, responsibility, and complexity. Led Implementation, Support, Call Center, Global Operations, Customer Analytics, and Shared Services organizations. Joined company pre-IPO when it had few formal processes or procedures for delivering, supporting, or reporting on customer solutions or key operational/revenue metrics. 🔹 SCALING FOR INTENSE GROWTH➤ Led SPS into Phase 1 and Phase 2 of its Customer Success Journey and scaled business growth. Realigned entire unit to become a world-class customer relationship organization that maximizes customer adoption and retention.➤ Built out and scaled the Customer Success department to 750+ people worldwide.➤ Co-facilitated the build, growth, and scale from $36M (pre-IPO) to well over $300M.➤ Delivered 80+ consecutive quarters of growth.🔹 STRATEGIC PLANNING FOR CUSTOMER SUCCESS Re-envisioned SPS’s entire customer experience platform and created a three-year strategic blueprint with prioritized execution plans. Enhanced customer management technology platforms and better service for 65,000+ customers.🔹 INNOVATIVE OPERATIONAL ALIGNMENTMerged the siloed Implementation and Support teams into aligned, cross-functional Customer Segment-based teams. The realignment transformed the 750+ person department, increased transparency, and drove to a 105% Net Revenue Retention number for customers.🔹 GLOBAL SHARED SERVICES TEAMSCreated multiple world-wide technical, business, and operational teams to support core customer business segment teams and leaders across SPS.🔹 INCREASED RETENTION & SALES ENGAGEMENTCreated specialized teams for contract management and retention. Resulted in quicker contract resolution, 10% more engaged selling time, and 90% Gross Revenue Retention.🔹 IMPROVED KPI & OPERATIONAL REPORTINGRevised core KPI’s to include customer segment level reporting on NPS, Net Retention, and Gross Retention rates aligned to segment revenue waterfalls.

Responsible for Customer Success, Implementation, APAC Operations and Shared Services. 🔹 SIGNIFICANT BOTTOM-LINE GROWTHMultiple strategic efforts led to improving the bottom line. SPS delivered 50% adjusted EBITDA growth in 2018.🔹 STRATEGIC LEADERSHIP, VISION, & EXECUTIONCo-envisioned and implemented the Customer Success Organization within SPS. Resulted in: ➤ Creation and deployment of SaaS, product-based revenue waterfalls.➤ Complete end-to-end customer journey mapping and management.➤ Refocused delivery methodologies to incorporate SaaS customer engagement models.🔹 SCALING THROUGH GLOBAL MERGERS & ACQUISITIONS➤ Envisioned, contracted, and built a 200+ person Global Resource team based in India. Successfully integrated individuals directly into U.S. and Australia-based practice delivery/support teams.➤ Oversaw the integration and leadership of 50+ person Australia/South Pacific Customer Success office. ➤ Built out the office, hired/onboarded employees, and developed the culture at an acquisition in Ukraine. Became a core SPS hub that houses over 100 SPS employees. 🔹 KPI IMPROVEMENTSReduced customer time-to-value for all delivery segments between 5 and 50%, resulting in direct improvements in customer NPS as well as improved retention and subscription rate-reduction metrics.

Responsible for Implementation of SaaS-Based Supply Chain solutions. Built a team of 200+ Consultants, Practice Managers, Project Managers and Business Analysts. Owned a 5000+ customer engagement portfolio consisting of small, medium, large, enterprise customers and channel partners. Streamlined efficiencies, increased productivity, and delivered customer value via SaaS-based Retail Business Network solutions.🔹 Scaled team from 35 (pre-IPO) to nearly 300 resources in hyper-growth environment (25-30% growth rates).🔹 Increased overall team output (implemented customer subscriptions) by 500+%.🔹 Increased departmental efficiency ratio by 105%, yielding higher margins.🔹 Hired, trained, and developed strong Implementation Management & Leadership team.

Progressively moved into positions of higher visibility, responsibility, and complexity during tenure. 🔹 Led a team of 150 professional consulting and support resources while delivering outstanding customer satisfaction and financial results. 🔹 P&L Management and operations of the largest single Microsoft Consulting Practice in North America ($51M business)🔹 P&L Management and operations of combined North Central Consulting and Support Organizations ($72M business)🔹 Complete customer lifecycle management from sales, implementation/delivery, support and renewals

🔹 Built and led a team of senior-level enterprise architects focused on business development, project quality & oversight and technical leadership for Microsoft Enterprise customers🔹 Embedded on-site as “trusted advisor” to customer executives at multiple enterprises🔹 Multi-year participant in Microsoft’s worldwide High Potential Leadership Development Program🔹 Winner of the Microsoft “Circle of Excellence Award” – part of Microsoft’s annual Global CEO recognition program for outstanding achievements.

🔹 Key architectural contributor to Microsoft’s Dynamics ERP suite platform integration strategy post Microsoft Great Plains acquisition.🔹 Worked with Microsoft Business Solutions Chief Architect to research and create a web services whitepaper to be used for next generation application architecture discussions with various Microsoft Product groups and Partners.🔹 Designed and implemented multiple prototypes, presentations and a demonstration for an in-person Bill Gates design review.

🔹 Responsible for delivering outstanding customer solutions and satisfaction results via numerous technical consulting engagements for Microsoft Enterprise customers.🔹 Deeply embedded in long-term engagements as on-site “trusted advisor” for many enterprise customers.🔹 Drove multiple renewals of large licensing/software and services subscriptions via deep product adoption and customer value and satisfaction.🔹 Led multiple Microsoft Partner Readiness and Certification programs outside of normal customer engagements.