John Fronius Email & Phone Number

Portland, Or, Us

I'm responsible for our customer-facing teams and operations within Smarsh, including Customer Success, Support, Professional Services, Implementation, Client Data and Training. My focus is to ensure that our clients have access to the know-how, resources, and expertise needed to get the most out of Smarsh Products and Services. The goal of the Client Services team at Smarsh is to enable customer success, shorten time to value, and build confidence through trust and transparency, every day, with every interaction.

Newcastle Upon Tyne, Gb

Responsible for the overall Online Support Experience, communities/social support, content strategy, creation and delivery of knowledge, and training for customers and partners across Sage North America.Specific focus areas of my role:* Capturing and acting on VoC feedback to improve the Customer Experience and uplift NPS* Online business and support communities, social channel care* Content Management for self-service and support content sources* KM/KCS Program Management and process adoption* Learning Services and product training for internal/external audiences

Newcastle Upon Tyne, Gb

Led Sage North American team of 400+ service and support delivery professionals driving customer and partner success, for all Sage products. During this time oversaw the following accomplishments:* Increased self-service adoption and reach by 107%* Reduced assisted support demand by 14%* Increased Support Analyst efficiency by 36% in answers served per FTE* Helped lead the roll-out of transformational organization model to increase delivery of value to customers* Executive sponsor for planning and execution of Year-End peak season support delivery* Introduced new Reputation Model for reward and recognition of value creation

Sunnyvale, Ca, Us

Expanded responsibility to include leadership of content development and KCS program. Content team contributed to winning 2012 ASP Top 10 Web Support Award and significantly reduced assisted support volumes through deflection. Enabled an innovative ‘Preferred Services’ support model mapping customer issues to the most appropriate channel based on criticality and value, increasing satisfaction and reducing resolution times at neutral cost.

Sunnyvale, Ca, Us

Developed and implemented global content management strategy for all customer self-help and agent assisted-support content spanning 46 languages and 74 locales. Helped lead migration from legacy systems to modern content management platform for all products and markets. Implemented a new Global Support Model for differentiated support offerings based on value and cost.

Portland, Or, Us

Responsible for all aspects of Professional Services engagements and post-sales Customer Support. Planned and implemented services pricing, contractual SLAs, 3rd party SaaS vendors. Led teams responsible for SOW execution and technical support. Helped establish services delivery model and optimizations to ensure high quality and profitable delivery of services and support. Drove supportability and readiness for new offerings. Customers and partners included ESPN, HBO, Showtime, MTV, CNN, Comcast, Verizon, Dish, DirectTV, and Time Warner.

Consulting for companies seeking to improve performance of Knowledge Management, Customer Support Operations, Education Services, Client Satisfaction/Loyalty, and eServices capabilities. Services included strategic planning, business process assessment and implementation, training, change management, and executive coaching.

Wilsonville, Or, Us

Mentor Graphics Corporation is an industry leader in Electronic Design Automation software and services, with annual revenues of $880M.Customer Support Division leader for knowledge management and content development in support of self-service strategy. Support the global organization with systems, tools, and processes to ensure quality content is available to customers. In addition to web support, also responsible for product documentation, customer course development, support quality metrics, and worldwide operational reporting. Manage 100 person organization with $11M annual expense budget across multiple functions, driving a $300M overall support business.

Wilsonville, Or, Us

Expanded prior role to include overall divisional management including Technical Publishing function in addition to established customer training business.

Wilsonville, Or, Us

Responsible for company’s education services business, including worldwide P&L, operations, development and delivery of courseware for Mentor Graphics electronic design software products and technologies. Substantially grew revenues for new product training while increasing demand through electronic marketing. Drove record profitability at revenues of $10M. Transitioned business from legacy products to new technologies and methodologies. Partnered with 3rd parties to generate incremental orders. Established needed processes and policies to manage the business. Initiated quality assessments and improved customer satisfaction year-to-year.

Wilsonville, Or, Us

Led customer support integration for over 15 merged/acquired companies. As core member of corporate M&A team, built key relationships across divisions, companies, and worldwide field regions. Negotiated business models and developed processes for the worldwide selling and delivery of support for all entities.

Wilsonville, Or, Us

Managed multiple product Support Engineering teams servicing end-users, integrators, and field. Teamed with product divisions to improve product quality and reduce support costs. Worldwide focal point for problem resolution and escalation. Negotiated and planned product support for 3rd party and OEM relationships. Developed innovative and industry-leading DirectConnectSM support model, improving response and resolution times by 62% and 48% respectively. Built teams consistently recognized for responsiveness, timely resolution, and highest levels of customer satisfaction.

Software company focused on high-end technical publishing and doc management. Managed company’s Software Support delivery team servicing an install base of 30,000 technical publishing product licenses. Worked with worldwide field to satisfy customer needs for pre/post-sales support. Visited customer sites to define requirements and ensure support delivery satisfaction.

Delivered telephone and onsite technical support. Support representative to development team for new product introductions, customer advocacy, and product supportability. Developed and delivered training to customers and field engineers. Engineered customized applications for customers. Wrote technical articles for monthly customer publication. Company technical expert on select technologies and products.

Rock Hill, Sc, Us

Provided technical support to customers using the Micro Electronic Design System (MEDS) custom IC place and route CAD tools.

Principal Engineer for live remotes including: ABC Network feeds, local news coverage, and other feature televised segments. Resolved technical and logistical problems for all broadcasts. Operated and maintained video, audio and microwave equipment, both remotely and in studio facility.

Bset, Electrical Technology

Mba, General Management, Leadership

Aea/Stanford Executive Institute

Aas, Electrical/Industrial Technology