Keith Trottier Email & Phone Number

Ottawa, On, Ca

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Working with Analysts, large Financial Institutions, Crown Corporations, Government and Private Industry for coaching on customer success, building relationships, project management, operational excellence, cross-collaboration, and Color Code Personality Science training.

• Focused the global support team on Customer Effort and Customer Experience.• Built out the infrastructure run independently from Dell and Quest. This included telephony, CRM, Knowledge Management, self-service, and community tools. • Work in collaboration with Garner Analysts to improve SonicWALL’s service rating from poorly rated to top 2 within 18-month time frame.• Opened new service departments globally, for a follow the sun service model. • Reduced overall support cost center from ~$27M in 2016 to ~$18.6M in 2022.• Developed and launched, Premier Support Service in 2020 for high value partners and accounts growing annual support revenue by an additional $3M per year.• Grew Professional Services revenue from $1.2M in 2019 to over $3.4M in 2022. This included on boarding and deployment services.• Developed clear policies, processes, and service levels for a department of 370 staff globally servicing 7 different languages. Leading global Customer/Technical Service, Professional Services and Project management teams.• Implemented a monthly cross-organization review with a focus on quarter sales, renewals, at-risk or impacted partners and accounts. • Designed a career map with salary scales for the Global Service teams. This model was adopted by Sales and Engineering for their teams in 2022.

Providing consulting services on Customer experience, Project Management, and Service excellence to high tech companies; Entrust/DataCard, Halogen Software and Silent Circle.

Ottawa, Canada Area

• Transformed Entrust’s support model with a focus on customer effort. (Easier to do business with us) grew Entrust’s SaaS and subscription revenues to nearly 70% of the company’s total revenue with customer renewal rates at more than 95% annually from 2010 to 2014.• Improved customer satisfaction rating (survey responses) from 86% prior to 2010 to above 90% from 2010 to 2014.• Led the Global Support, Security and Cloud Services, Project Management, and IT/IS teams (~100 Staff). • Responsibility for ~$40 million in annual support maintenance renewals, third-party service expense budget of $5.8 million and $5 million annual capital expense.• Developed strategic initiatives for project tracking, facilities planning, and budgeting while maintaining accountability for RFP’s, contract responses, and budgets. • Mentored and coached leadership and staff career growth • Fostered one team mind set. We all play to win. • Quarterly customer and partner site visits. Met with new and/or at-risk accounts.