Joel Dewitt Email and Phone Number
Innovative Enterprise Customer Success leader with 10+ years of experience delivering SaaS technology and business solutions that drive improvements in client productivity while reducing costs. I establish the long-term strategic direction of the CS function while cultivating and nurturing relationships with senior leaders and key stakeholders throughout the internal and client organization. In these leadership roles, I build an inclusive culture for staff and partners that support the customer's journey to success. As a thought leader, I design new operating models for CS that integrate strategy and best practices to redefine the customer experience. I dramatically improve internal operations and profitability with a laser focus on customer health, revenue growth, and client retention metrics.Performance Spotlight: Among many signature accomplishments for Moxiworks, I achieved 250% revenue growth in the first two years. I built a CS model with dramatically improved efficiencies that contributed to Gross Retention Rates of over 90% and Net Retention Rates of over 100%.CUSTOMER SUCCESS LEADERSHIP AND KNOWLEDGE AREAS • Customer Success Management • Leadership • SaaS Technology• Operational Management • High-Growth Clients • Customer Experience • Complex Program Management • CS Model Development • Stakeholder Advisory• Client Value Realization • Coach/Trainer/Mentor • TCO • Continuous Improvement • Client Retention Strategy • Cloud/SaaS Platforms • Service Portfolio Management • Business Transformation • Managed Service• Cloud Computing • Analytics • Professional Services•Customer Relationship Management • Product Management •Cross-Functional Team Leadership•Customer Satisfaction • Business Analysis •Strategic Partnerships• Business Intelligence (BI) • Sales Management •Customer Experience• Enterprise Software • Customer Retention •New Account Development
Vef Supply Ltd.
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Ecommerce ConsultantVef Supply Ltd. Mar 2024 - Present
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Director Of Client SuccessAbsorb Software Aug 2023 - Feb 2024Calgary, Ab, CaRecruited for outstanding results in my role as Sr. Director at MoxiWorks and my extensive experience developing and executing a Strategic Vision for Customer Success in my previous roles. Head of the global Client Success organization made up of five teams globally including three teams in North America, a team in EMEA, and a team in APAC. Also oversaw the Customer Operations team📌Within the first 90 days defined a new Customer Engagement Framework providing a strategic vision for how CS would interact with customers going forward. Completed the first phase of rollout in Q1 2024.📌 Led the CS organization to deliver 106% Net Retention for 2023.📌 Achieved NPS of 46 during my tenure -
Senior Director Of Customer Success And Director, Customer SuccessMoxiworks Jul 2017 - May 2023Seattle, Washington, UsPromoted in 2019 for outstanding performance as a thought leader and people leader for this software company with a cloud-based real estate productivity platform for companies like Coldwell Banker, Century 21, and REMAX. I oversaw two directors and a manager with an organization comprised of 110 individuals across three countries, including the United States, Australia, and the Philippines. In this role, I provided strategic direction as part of the management team as Moxiworks purchased Imprev in 2019, and management created this new Senior Director role. Global CS Transformation/Strategic Acquisitions📌Introduced a new operating model for CS that enabled significant scaling of the organization, from eight to 110 staff, to meet company demand in an accelerated growth mode. 📌Improved performance by directing the company's transformation from a phone-based client support model to a chat-based model with AI, which ensured a more consistent engagement framework.📌Established a sound foundation for growth, introducing metrics-based measurements of success.📌Built the company's first data analytics team that provided actionable CS data for internal teams and our clients. 📌Led the organization through two acquisitions, ensuring a seamless experience for end-users.Outstanding Retention Rates/Client Satisfaction📌Led strategic initiatives that brought the Imprev NPS score from 34 to an industry-leading 68.Exceeding Industry CSAT Benchmarks📌Transitioned the organization from in-office to 100% remote during the COVID pandemic while continuing to provide world-class service to customers. Achieved CSAT scores consistently over 90%, well above industry benchmarks.Expanded Service Offerings📌Created a “premium support" offering for enterprise clients that spans support and engineering, which helped us manage and deliver on a multi-million-dollar annual sales budget. -
Manager, Client SuccessConcur Mar 2016 - Jul 2017Bellevue, Wa, UsRecruited for experience building the CSM team at Apptio and overall success in this market space. Concur provides expense reporting software for businesses. I led a team of nine that managed a portfolio of 1300 accounts generating $60M in annual revenue.Notable Accomplishments📌Designed and implemented a new Client Engagement Framework that identified and created new adoption and success opportunities that delighted customers and ensured the best possible customer experience.📌Developed an upsell strategy that secured our partners' relationships and helped them become trusted advisors to their clients. 📌Rolled out Gainsight, which increased CSM capacity at scale and ensured our engagement framework was repeatable. This rollout led to lower churn and more significant opportunities. -
Customer Success Manager And Managing ConsultantApptio Mar 2011 - Mar 2016Bellevue, Wa, UsRecruited by a former VP and promoted three times in this new organization from Consultant to Senior Consultant to Managing Consultant, to take this leadership role. Apptio sells a cloud-based product that provides Technology Business Management to determine where cost savings are possible in enterprises with over $1B in IT spending and small companies. I directed a team of five.Notable Accomplishments📌Achieved dramatic customer success assisting a large aerospace firm to save $14M on unused servers.📌Capitalized on an innovative approach in an SOW developed as a Managing Consultant to launch new clients in 1/3 of the time. -
Technical Team Lead & Tier 2 Application SpecialistThe Active Network Jun 2010 - Mar 2011Plano, Tx, UsNotable Accomplishments:📌Developed and implemented initiatives resulting in an increase in reported customer satisfaction scores by nearly forty percent within the first three months in the position. 📌Responsible for day-to-day team management while providing leadership and technical assistance to support staff by advising on best practices and technical solutions to complex problems as well as providing mentoring and coaching as needed. 📌Acted as a liaison between professional services (including implementation and support teams) and development, product, database and QA teams. -
Project Manager & ConsultantThe Active Network Jul 2007 - Jun 2010Plano, Tx, UsResponsible for development and communication of project plans, status, risks, issues, and implementation of project deliverables per customer requirements. Research and assess resource requirements, and provide planning support to all business units according to defined client/customer project guidelines.
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Technology Sales SpecialistOffice Depot Sep 2000 - Sep 2007Boca Raton, Florida, UsProvided outstanding customer service in the sales and service of technology products while ensuring the best possible presentation of saleable products.Actively participated in company programs to increase profits by researching, developing, and implementing programs to reach sales goals.Oversaw and ensured the involvement and full participation of team members in department related programs by actively motivating all team members.Acted as an active and responsible key carrier managing department operations and supporting upper management when needed.
Joel Dewitt Education Details
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Pacific Lutheran UniversityPolitical Science -
Pacific Lutheran UniversityReligion
Frequently Asked Questions about Joel Dewitt
What company does Joel Dewitt work for?
Joel Dewitt works for Vef Supply Ltd.
What is Joel Dewitt's role at the current company?
Joel Dewitt's current role is VP Customer Success…Builds CS Teams that Drive Exceptional Business Value for Global Clients.
What schools did Joel Dewitt attend?
Joel Dewitt attended Pacific Lutheran University, Pacific Lutheran University.
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