Keith Roller Email & Phone Number

Flower Mound, Tx, Us

Tel Aviv, Israel, Il

Accountable for PS partner enablement and success management, Professional Services, Onboarding, and Managed Services. Restructured and grew the team of ~50 to shift from SMB/Mid-Market to Enterprise market while decreasing costs and increasing quality and time to value and building a strong partner delivery ecosystem. Defined KPIs, implementation methodology, services sales process, team roles/responsibilities. Developed and delivered new services for managed services, business consulting, turn-key implementations, custom solutions and post-production support. Most recent Services revenue of ~$25M with an associated license ARR of ~170M. Services scope encompasses consulting, architecture, project management, configuration, and training across all product lines inclusive of project/work management, CRM, Dev, and service desk management.

Menlo Park, Ca, Us

Delivered services at 40%+ margin for ~$20 million P&L of professional services for new and existing clients. Manage a matrix team of ~200 team members using Agle, Waterfall, and hybrid approaches to deliver with high CSAT, CES, and TNPS scores to meet quarterly numbers every quarter.Services scope encompassed consulting, architecture, project management, configuration, and training across all product lines for customer CX solutions ranging from voice to digital channels of communication with AI and analytics.

Hamilton, Bermuda, Bm

Accountable for delivery of the Afiniti artificial intelligence solutions provided as a managed service offering amongst enterprise class/Fortune 500 organizations. Lead implementations and customer success in-life services. Create and foster senior relationships with CTO/CIO/CDO and manage sales engineering and solution architecture; and partner enablement with large consultancies.Delivered AI (artificial intelligence with machine learning) for contact center integration to optimize revenue and/or service metrics. Led engagements for overall infrastructure and security, systems integration, and data analytics with data warehouse integrations.

Holmdel, New Jersey, Us

Built and managed high performing team to deliver Customer Success, Professional Services, Managed Services, SaaS Implementations with Salesforce Integration for cloud based call center / contact centers / CX / Omni-channel interactions. Focus on value while reducing churn and manage P&L.• Achieved target P&L annually, building high-performing team that delivered on revenue of $3m+ and earned high customer satisfaction scores.• Streamlined operations, reducing time to implement, time to value, dollar retention rate, and churn, while increasing quality, loyalty, and flexibility in business processes.• Established strategic planning goals and executed plans to meet operational and P&L targets each year.• Productize solutions for reusability to decrease time implement and increase core product features and functions.• Created and managed partner delivery and enablement programs.

- Consulting and System Integration Services for CCaaS, CX/Customer Experience, Customer Success Management, CRM Integration, Conversational AI/Voice Analytics, WFM/WFO, Salesforce Architecture, Digital interaction transformation, and analytics/BI.- Led the implementation and solution architecture of technology services for CRM enterprise software applications, customer experience management, and contact center operations. These solutions optimized analytics-based real-time sales and marketing offers across multiple channels for several Fortune 500 companies.

North Hills, New York, Us

Managed SaaS solution post sales operations including Customer Success Management, Technical Product Support, Professional Services/Implementations, Managed Services and Contact Center Operations (Tech Support and Customer Service).Created the vision and executed the implementation of the strategy for next evolution of Customer Service (CX) to enhance the customer experience and increase customer loyalty (retention) and customer satisfaction. -Scope of responsibility encompassed Contact Center operations, Customer service (technical support), Customer Success Management, and Professional Services (consulting, training, implementations).- Managed budget of approximately $35m and 500+ team members across North America. - Integrated cross functional team spanning multiple business units to create a client centric service operations team, consistent processes, cross training, certification programs, knowledge base, and supporting systems.-Spearheaded and completed redefinition and implementation of support operations processes and technologies including vendor selection.- Realm of supporting technology solutions within scope of responsibility included telephony system (ACD/IVR/WFO/CTI), CRM system (Salesforce.com), Professional Services Automation (PSA), and performance management business intelligence. - Increased client satisfaction (CSAT) and productivity (utilization and case management) across all operations through restructuring, new processes, technology, and training. - Evolved Voice of Client (VOC) programs utilizing NPS (Net Promoter Score) and introduced Client Effort Score (CES). - Incorporated CRM and ITIL processes into cohesive operations.- Mapped and improved Customer Journey and execution.- Led due diligence and operational integration of 4 acquisitions relating to technical support and implementation services. - Increased customer loyalty as measured by retention and NPS ~15% and incorporated CES (Customer Effort Score)

SVP Product Development & Professional Services (CTO) (2004 – 2011)• Responsibility for Product Management, Product Development, Solution Architecture, UX/UI as well as Managed Services and technical pre-sales and implementation delivery with annual revenue grown from ~$20m to $55m.• Led the R&D (Hardware/Software Product Development and Quality Assurance), Professional Services, IT, and Sales Engineering teams for the corporation. Implemented significant architecture changes to legacy applications to modern web service services architecture (SOAP/REST) using new development processes (Scrum). Increased velocity of development cycles and product releases over 15%. • Created and defined new processes and tools, trained team members and facilitated change management for pre-sales engineering, Statement of Works, Services Pricing models, and Professional Services automation tools and processes.• Led Professional Services team toward a consistent 65-70% utilization target to generate approximately $5m+ in revenue annually. • Integrated all client facing implementation services and built project management team.• Implemented standard processes for Professional Services Automation (PSA).• Defined repeatable, packaged services and decreased administration time while increasing billable utilization to 72%. Managing Partner Professional Services (2004) - Created the Professional Services Team, inclusive of methodology, processes, hiring, marketing, and sales activities.- Revenue with client projects exceeded $4MM.

Las Condes, Santiago Metropolitan, Cl

- Led CRM consulting and systems integration, and managed services, opportunities to grow business while ensuring high quality work. - Set and refine methodology, mentor and develop consultants. - Associated revenue with client projects exceeded $3m in both Y2001, and Y2002 across a team of ~15 consultants. - Performed Statement of Work (SoW) discovery, definition, scoping, pricing, and presentation.- Project manage and solution architecture for large scale projects.

Held Responsibility for design and delivery of company definition and implementation processes for analytical CRM applications.  Created the vision, architected the solution, build and led the development team for the SaaS Analytical CRM applications utilized by customers.  Performed vendor selection and partner relationship management for all Analytical CRM aspects of company business.  Created and executed business plan and strategy for delivering Analytical CRM solutions, encompassing data warehousing, data marts, and reporting and analytical applications.  Performed due diligence, recommended and assisted in closing new technology business partnerships.  Performed quality assurance and risk management for several of our major engagements. Recruited experienced and college level hires.  Operationally co-managed an organization of about 60 people inclusive of managed services and customer success.  Directly sold product and services by participating in sales presentations and RFP creation.

Boulder, Colorado, Us

Created the Consulting Services Information Management Practice. Implemented business plan and strategy for delivering operational CRM information Management solutions, encompassing data warehousing, data marts, and business intelligence systems. Responsible for Information Management Practice and Group utilization targets, P&L, revenue growth and customer satisfaction. Developed and fostered business process methodology and business partner relationships. Consulting Services Project Director 01/98 -10/98Principal consultant for CRM consulting services for top tier clients. Perform opportunity assessments, business negotiations, and presentations of capabilities. Manage cross-functional teams responsible for implementing sophisticated CRM solutions while driving sales and service across a national territory. Recruited and mentored staff, fostered client relationships; developed account strategies and grew partnerships. Consulting Services Sr. Consultant 07/96 - 12/97 Contact center operations and technology generalist. Acted as project manager for version control issues, change requests procedures, & following up on system design and documentation. Systems Architecture in wide-area, and local-area CTI environments. Provided consulting and delivery services and performed onsite consultation for requirement analysis. Conducted application discovery sessions and prepared application specifications & SOWs. Designed, developed, tested and implemented new CTI applications by executing hands-on development, on-site software customization, compilation, debugging and live testing of customer applications for ACD, CTI, VRU, and reporting/analytical software applications.CTI Applications Specialist (1995 – 1996) Business Applications Specialist (1994 – 1995)Business Applications Consultant (1993 – 1994)

Boulder, Colorado, Us

CTI Applications Specialist 03/95 - 07/96Provided technical and business expertise as well as software integration design for: CTI, MIS, and evolving Aspect products, pre-sales support to the sales organization, and delivered demonstrations and presentations of current and developing products and custom solutions for potential and current clients. Participated as a liaison to customer operations, product development, technical support and product marketing. Assisted N.A. Business Applications group in providing design, development, testing and implementation of new solutions. Business Applications Specialist 03/94 - 03/95Provided pre-sales support to the sales organization to deliver demonstrations and presentations of current and developing Aspect Products for prospects and customers and delivered non-disclosure presentations. Developed account strategy sessions with customers, prospects, business applications, sales reps, and management. Provided support to customer operations support center and applications consulting to customers including specification preparation, modification and testing. Executed development/delivery of customer and internal training courses for new products.Business Applications Consultant 03/93 - 03/94Provided direction in identifying and developing application solutions and on-going application support and consulting services to customers insuring the highest possible level of customer satisfaction. Specific duties included database design, development of call routing applications and preparation and review of call control tables; design and implementation of CTI solutions; implementation of Resource and Shift forecasting applications and review and presentation of reporting solutions.

Boston, Ma, Us

Master Console Analyst level III 03/92 - 03/93Call Center Operations. Managed the site ACD to control and monitor: call volumes, staffing (WFM), and site performance while interfacing directly with senior management. Analyzed site performance & productivity. Coordinated the identification and repair of computer systems, workstations, and network problems. Monitored key operating indicators in a real time environment and via trend analysis. Assisted in the design and implementation of new systems and applications, recommended enhancements and productivity improvements; acted as in-house expert on routing software and call volume management techniques. Responsible for staying abreast of changes in technology and assessing applicability. Trained and developed less experienced staff. Operations Analyst level II 06/90 - 03/92Call Center Operations. Managed implementation of national contact center operations data warehouse and reporting system. This included aiding our in-house Software Development Company in the functional design and requirements, and connectivity, conducting national training, and coordinating all aspects of rolling the system out into production. Operations Analyst Level I 02/90 - 06/90Call Center Operations. Designed, created and administrated site database complete with custom reporting features. Created and supported a PC based vacation tracking system for over 400 employees when the mainframe application was discontinued. Designed and created custom and ad hoc reports using an array of decision support and business intelligence software. Telephone Representative 9/89 - 02/90

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