Ken Aponte Email & Phone Number

Austin, TX, US

Portland, OR, US

Leading the Customer Operations team tasked with optimizing processes, tools, and data insights, empowering teams to deliver proactive and personalized support, identifying potential issues before they escalate and ensuring customers extract maximum value from the product.

In the fast-paced world of business, the quality of the customer experience can be the ultimate game-changer. Satisfied customers become loyal patrons, vocal brand advocates, and consistent sources of revenue. However, companies grapple with the challenge of driving customer-led growth from scratch. This is where Piccolo, your fractional Chief Customer.

Pittsburgh, PA, US

• Evaluated the post-purchase service process for a top 20 bank, critical to their merger with another large bank.
• Conducted a cross-functional value chain assessment over twelve weeks. It resulted in current and future state deliverables and informed post-merger go-to-market strategies for their services function.

San Jose, CA, US

Helping to evaluate, iterate, and deliver a new Enterprise CS process for the Adobe ($3.2M ACV / $15B ARR) Experience Platform. The focus is on building a CSM function measured on value attainment for their largest accounts.

San Francisco, California, US

• Copper is the premier CRM for Google Workspace.
• Rebuilt a failing CS function from the ground up producing detailed success plays tailored to a transactional, tech-touch environment with over 10,000 customers and 30,000 users.
• Created a new tiered onboarding and implementation process that allowed 10x more customers to get hands-on guidance and reduced TTV for our largest customers by 33%.
• Consolidated customer contact channels into a single tool, alleviating customer confusion, saving over $1M in software costs, and driving a 230% increase in net promoter score (NPS).
• Improved customer satisfaction by 13% by consolidating support systems and reducing issue resolution times by 25%.

Butzbach, Hessen, DE

• Shopgate is a mobile commerce platform that helps retailers increase in-store traffic, drive revenue, and build the ultimate customer experience.
• Reduced churn by 22% by implementing customer success platforms (Gainsight, Totango).
• Detailed health scoring resulted in a 15% reduction in at-risk accounts.
• Designed CSM playbooks tailored for large enterprise e-commerce customers focusing on expansion and the customer journey.

Austin, Texas, US

• Personify is a software company that provides technology and services to help associations, nonprofits, and event professionals manage and grow their communities.
• Improved productivity across a team of 20+ CS professionals by 15% by redefining KPIs focused on the customer journey and value attainment.
• Collaborated with product development to prioritize and deliver customer-requested features, which decreased feature backlog by 40%.
• Built thriving online user communities for over 100,000+ users driving customer engagement and brand loyalty.

Chicago, IL, US

• Engaged with C-suite executives, department heads, and cross-functional stakeholders, to identify business challenges, develop effective strategies, and drive transformation.Selected Projects:
• Facilitated over 60 virtual workshops and various cross-functional Joint Application Development (JAD) sessions while conducting discussions with more than 200 stakeholders across the company to deploy a new enterprise.
• Spearheaded development and publication of RFP and the eventual evaluation and selection of a vendor for an $11M nationwide enterprise document management system.
• Executed a supply chain assessment identifying redundant systems eliminating $3M through application reconciliation.

Santa Clara, CA, US

• Developed cutting-edge technologies and played a crucial role in developing high-performance computer chips that pushed the boundaries of computational performance.
• Collaborated with cross-functional teams of engineers, researchers, and product managers to design and optimize computer chips that met the demands of diverse industries.

Master Of Business Administration - Mba

Master Of Science - Ms, Computer Engineering

Bachelor Of Science - Bs, Electrical And Electronics Engineering