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.

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.

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.

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 /.
• 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.

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.

• 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.
• 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.
• 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.

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.

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.

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.

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..

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..

PSIA Level III Certified Ski Instructor