Jim Steele Email & Phone Number

Dallas-Fort Worth Metroplex

• Implemented digital go-to-market strategy with <18% SGA.Developed and designed end-to-end processes and systems for procurement, order management, and distribution resulting in:
• 99% on-time fulfillment
• 4.5% click-through to sales conversion rate
• 99.5% positive buyer experience
• Top Rated Seller status
• Number 1 Google return without Google promotions

Americas

• Activated client specific stabilization actions, preventing loss of $30M ACV.
• Standardized and aligned Key Performance Indicators with business targets, reducing time to revenue by 15%.
• Developed and implemented quality management system for projects and programs, driving reactive escalations to <5%.
• Reduced program cost by implementing cost management systems and methodologies, achieving 30% cost improvement.

Global

• Implemented Client Advocacy Program to drive revenue retention and expansion; resulted in shift from 0% to 17% YoY revenue growth and improved margin 7% to 24% for $20M Financial Management Group.
• Led business transformation strategy for Managed Services across 4 business functions resulting in: 5-7% YoY margin improvement, 11-13% Topline CAGR, 10% improved revenue retention, and 6-8% revenue expansion.

Global

• Developed financial improvement plan for key manage services client resulting in 15% cost reduction, 50% improvement in CSAT, and turnaround of client perception.
• Renegotiated contract with outsourced renewal partner, driving immediate 5% cost savings.

• Implemented Professional Services Organization to support global program deployment, resulting in 97% on-time delivery and 100% quality compliance.
• Established Client Success organization Financial Services vertical, resulting in 15% YoY client revenue expansion and 98% revenue retention.
• Designed Service Operations improvement which increased and maintained 99.99% SLA Compliance with $0 financial penalties.
• Built Policy, Risk Management Program, and Executive Escalation Management Office, delivering ISO 207000/1 & 20000 certification, 100% risk compliance, and deal qualification governance.

Global

• Enabled global renewal rate, which improved from 76.9% to 88% YoY.
• Reduced quote transaction time from 150 days to 20 days.
• Reduced unplanned reactive work to less than 20% of overall volume with 1 business day turnaround.
• Implemented quality improvement program, which reduced transactional defects from 25% to <3%.

• Grew revenue $350M organically by developing new offer that supported integrated solutions in adjacent market.
• Reduced demand 15% globally via new proactive support offer.

Western US & Canada

• Attained contract renewal rates of 97% in Canada and 89% in Western US.
• Reduced revenue erosion from 7% to 3% YoY.

Director of remote technical services.

Network EngineerProject Manager

Master Of Arts - Ma, Organizational Leadership

Bachelor Of Science - Bs, Business Administration