.Jeff Romano Email and Phone Number
.Jeff Romano work email
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.Jeff Romano personal email
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For more than 25 years, I have managed highly successful and profitable global customer success teams for high-growth software companies, both cloud-based and on-premise. This was achieved through attention to customer needs, a relentless focus on the right metrics for success, and the assembly of high-performing teams. Throughout my career, I have lived according to three guiding principles:First, in a SaaS model, the most important goal is end-user empowerment. Professional services revenue is nice, but it is more important to invest in faster and cheaper deployment, encourage product adoption, and enable the customer to get the most value out of the software. This breeds customer loyalty, referenceability, and, ultimately, renewal and add-on sales.Second, how you sell is more important than what you sell. Packaging is extremely important. Everything needs to have a well-articulated value proposition, should be priced intelligently, and should be easy for the customer to buy.Third, customer sentiment should be measured, and measured frequently. Focus on leading metrics, not lagging ones.Following these principles have enabled me to grow organizations from as small as 10 people to over 400 people, generate revenue quickly and profitably, and maintain a high level of customer satisfaction.In summary, Jeff has:• Managed global P&L of over $200 Million and direct staff of over 400• Developed and packaged new high-value services offerings, enabling new revenue streams for a SaaS environment, and increasing margins• Expanded offshore capacity in India, China, and Russia, increasing project staffing flexibility and strategic capabilities• Built solid relationships between sales and services teams• Developed system integration/VAR partnerships worldwide to expand implementation capacity• Lived overseas for three years (Singapore), with extensive experience working with customers in Europe, North Africa, Middle East, Latin America, and Asia Pacific
6Sense
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Chief Customer Officer6Sense Dec 2024 - PresentSan Francisco, California, Us
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Managing DirectorCx Horizons Aug 2023 - PresentProviding customer success strategy and management services to growing technology companies.Cyara, Inc. - Sep 2023-Feb 2024. Hired by K1 Private Equity as to reduce cost in the customer services organization, improve retention, and take over the renewal function from the Sales team. Within the first three months, I was able to take $2 Million in cost out of the business unit, build a scalable process for managing customers of different sizes, and bring the churn rate to under 9%. -
Evp & Chief Customer Experience OfficerSaviynt Mar 2024 - Dec 2024El Segundo, California, Us -
Chief Customer OfficerCycognito Dec 2021 - Nov 2023Palo Alto, Ca, UsResponsible for customer success, renewals, onboarding, training, and global support for a startup EASM cybersecurity platform. Implemented a new customer success model to focus on faster onboarding and adoption across multiple teams. This created more product stickiness by integrating CyCognito into the customer’s security workflows. Improved ARR churn from 22% to 12% and product upsell from 5% to 15%. Built Technical Support team in Tel Aviv, achieving CSAT of 95%+ and MTTR of 2.9 days. Built Training function from the ground up, through a self-paced eLearning approach. Implemented Gainsight and Pendo to better capture adoption metrics and customer health, allowing for more data-based actions -
Chief Customer OfficerExabeam Dec 2019 - Dec 2021Foster City, California, UsHead of Customer Success, Professional Services, Support, and Training for a privately-held cybersecurity company providing cloud-based SIEM analytics software to large enterprises and mid-market companies. Responsible globally for 500+ customers, $100 Million ARR renewals, and $10 Million in PS revenue -
Sr. Vice President, Global Services, Customer Success, & Support8X8 May 2016 - Dec 2019Campbell, Ca, UsResponsible globally for customer success, deployment and professional services, education, and technical support for a leading cloud-based contact center and unified communication provider. Ownership of $250 Million+ in services and renewal revenue. -
Vice President, Global Services & EducationBirst Dec 2012 - Apr 2016New York, Ny, UsBirst is an industry-leading cloud-based, Software-as-a-Service provider of Business Analytics. Birst software enables enterprises to run analyses and reports on large amounts of data from one or more business applications (for example: Salesforce.com, Netsuite, SAP, or other applications). Birst aggregates the data from these multiple sources into a central location and enables a user to run and produce reports and analysis of the entire data suite together. Hired to evolve their professional services organization into a scalable, enterprise-class deployment team. Repackaged methodology and services offerings to be more agile-based, and more relevant to cloud software implementations. Improved partner training and enablement. Grew team outside of the US (including UK, Australia, Middle East, and India). -
Sr. Vice President, Global ServicesNavis Jan 2008 - Dec 2012Alpharetta, Georgia, UsResponsible for global P&L for $30 Million in annual professional services revenue and $35 Million in annual Support revenue for an on-premise and SaaS provider of logistics software for marine terminals and distribution centers. Combined the professional services, training, and support organizations from four different acquired companies to form one cohesive global business unit. Developed sytem integration partner program across 6 continents, and instituted partner certification programs. Managed team of consulting professionals across the USA, Chile, Argentina, Hong Kong, India, Australia, Singapore, UK, Germany, France, Dubai, and South Africa. Responsible for business development and overall project direction. Put in place new CRM system for support; revised service level agreements; improved customer response times. -
Vice President Global ServicesMontavista Software, Inc. 2004 - 2007San Jose, California, UsResponsible for global professional services and training for a startup ($28 Million in annual revenue) that develops an open source embedded real-time operating system for mobile phones, telecommunication network equipment, and other electronic devices. Hired to separate professional services and training functions from core engineering team by creating a separate P&L-based professional services business unit globally. Grew professional services revenue by 155% year over year. Developed infrastructure for services packaging, sales support, internal training, and resource management. Increased network of subcontracting partners in US, Europe, and Asia Pacific to improve staffing capacity. Expanded use of offshore development in Russia and India. Signed and oversaw the implementation of key projects at Siemens, Ericsson, Qualcomm, Sun, Motorola, Intel, and others. -
Vice President Services & Support - Americas & Asia Pacific, Portal SoftwareOracle 1999 - 2004Austin, Texas, UsResponsible for P&L of US$43 Million professional services oganization and US$50 Million Support organization across North America, Asia/Pacific, and Latin America for this telecom billing and customer care software company. Grew the organization from 25 professionals to over 250 professionals in 18 months. Oversaw customer service and implementation delivery of projects, ranging from $200K to $8 Million in size, including key implementations at AOL, Vodafone Japan, Sprint, Telstra Australia, and China Mobile. Put in place processes to improve resource management, methodology, internal education, and recruiting/retention. Revamped business development processes to shorten consulting and software sales cycles; increased pipeline to revenue ratio by 35%. Co-developed strategy for integrating the services groups of two acquired companies. Took over management of Global Technical Support and Education Services (Americas & AsiaPacific) in December 2001. Co-architected off-shore development strategy; reduced cost of delivery and cost of sale by growing off-shore development facility in Bangalore, India. Improved engagement model with existing SI partners to facilitate project roles. Actively involved in business development and alliance partnerships; closed key new deals at Telecom Malaysia and Vodafone Australia -
Vice President Peoplesoft Customer Services - West RegionOracle Jan 1999 - Mar 1999Austin, Texas, Us
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Vice President, Peoplesoft Professional Services Solution CenterOracle Apr 1998 - Jan 1999Austin, Texas, Us
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Director, Peoplesoft Professional Services AsiaOracle Jan 1997 - Apr 1998Austin, Texas, Us
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Manager, Peoplesoft Manufacturing & Distribution Professional ServicesOracle Jan 1995 - Jan 1997Austin, Texas, Us
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Senior ConsultantAndersen Consulting 1991 - 1995Dublin 2, Ie
.Jeff Romano Skills
.Jeff Romano Education Details
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Cornell UniversityElectrical Engineering
Frequently Asked Questions about .Jeff Romano
What company does .Jeff Romano work for?
.Jeff Romano works for 6sense
What is .Jeff Romano's role at the current company?
.Jeff Romano's current role is Chief Customer Officer | Global customer success executive passionate about transforming the customer experience.
What is .Jeff Romano's email address?
.Jeff Romano's email address is je****@****8x8.com
What is .Jeff Romano's direct phone number?
.Jeff Romano's direct phone number is +140872*****
What schools did .Jeff Romano attend?
.Jeff Romano attended Cornell University.
What skills is .Jeff Romano known for?
.Jeff Romano has skills like Saas, Professional Services, Crm, Start Ups, Strategy, Integration, Business Development, Management, Consulting, Solution Selling, Telecommunications, Salesforce.com.
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