Loren Silverman work email
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I’m a passionate and empathetic leader with over 18 years of experience in customer success, program management, and digital transformation. I excel at revitalizing challenging accounts, solving complex problems, and delivering impactful solutions that drive long-term growth. My expertise lies in organizing programs in chaos, aligning business goals with customer needs, and fostering seamless cross-functional collaboration. I approach every challenge with a customer-first mindset, leveraging my ability to step into my customer’s shoes and deliver proactive strategies that ensure satisfaction and business success.My career spans diverse industries, including e-commerce, digital marketing, and technology, where I've consistently exceeded client expectations by improving customer satisfaction metrics, increasing retention, and driving revenue growth. From leading major program initiatives to strategizing cross-cloud integrations, I thrive in high-stakes environments where my problem-solving skills and strategic thinking can truly make a difference.Selected Achievements:♦ Developed the Hybris E-commerce Delivery Organization and led the GTM strategy, accelerating e-commerce solution deployment by 25% and expanding the Hybris practice.♦ Revitalized a major client account, boosting customer satisfaction to 95% and reducing churn by 25% through proactive engagement and tailored solutions.♦ Led initiatives that improved service level agreements by 15% and increased customer retention by 15% across multiple projects, consistently exceeding client expectations.♦ Delivered projects with a 99% on-time completion rate while expanding program scope to drive a 15% revenue increase, strengthening client relationships and long-term growth. Outside of work, you can find me competing in pinball leagues, diving into intricate board games, or discovering the latest digital experiences. Let’s connect - I’m always up for a conversation about the latest in customer success or sharing a few game strategies.Specialties: Customer Success, Program Management, Digital Transformation, Strategic Planning, Cross-Functional Collaboration, Customer Retention, Agile Methodologies, Product Management, Stakeholder Management, Digital Strategy, Change Management, Process Improvement, E-commerce Solutions, Customer Engagement, Team Leadership
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FounderSilverman CoachPhoenix, Az, Us -
Account & Program Manager (Client Success Lead)Osf Digital Jul 2023 - Feb 2024Quebec, Quebec, Ca♦ Orchestrated twice-weekly check-ins with the program director and technical lead, attended demonstrations, and swiftly resolved client issues as a direct escalation point.♦ Navigated a complex program across six retail businesses under a single financial entity, integrating customer, product, support, loyalty, and order data into a unified source of truth.♦ Reestablished trust with a dissatisfied client by stabilizing the program, delivering on time and budget, and expanding the program scope.♦ Oversaw project scoping, scheduling, costing, risk assessment, and quality assurance, successfully delivering 6 projects on time and within budget.♦ Conducted customer satisfaction surveys, with feedback loops that increased NPS by 8% over the project lifecycle.♦ Strategized and implemented Salesforce cross-cloud programs including Commerce, Experience, Data, and Loyalty clouds, leading to a 25% improvement in cross-functional efficiency.♦ Streamlined coordination and communication across six Delivery Centers in the US, UK, Romania, Canada, and Brazil, aligning design, technology, business, and marketing teams to boost ROI by 15%.♦ Led cross-functional collaboration with sales, marketing, and product teams, uncovering three growth opportunities—including data cloud expansion and new change management and loyalty projects—contributing to a 15% revenue increase. -
Senior Director, Customer Success Delivery & StrategyFēnom Digital Aug 2021 - Jun 2023Red Bank, Nj, Us♦ Served as the primary escalation point for the largest account, leading regular meetings and swiftly resolving delivery issues.♦ Directed 6 Project Managers across 3 regions, delivering projects with a 99% on-time completion rate and 10% budget adherence.♦ Provided performance reports to company leadership, impacting strategic decisions that improved annual revenue by 10%.♦ Spearheaded projects focused on customer experience enhancement, leading to a 15% increase in customer retention and satisfaction.♦ Mitigated risks and swiftly resolved issues for both the team and clients, reducing project delays by 15% and ensuring delivery excellence. -
Manager, Product Management | Digital & Emerging TechnologiesEy Sep 2017 - Aug 2021London, Gb♦ Developed the Hybris E-commerce Delivery Organization and led the go-to-market (GTM) strategy, accelerating e-commerce solution deployment by 25% and expanding the Hybris practice.♦ Directed EY’s first Hybris implementation project, enhancing client engagement by 20% post-launch and setting the standard for future Hybris projects.♦ Secured a new B2B Hybris business with a large bioscience firm and won an implementation project with an existing SAP client, leveraging EY's Platinum SAP partner status despite initial networking disruptions from the SAP acquisition.♦ Collaborated with cross-functional teams to create GTM materials, deliver Hybris demos and proofs of concept (POCs), and build internal expertise in Hybris capabilities and Agile best practices.♦ Mentored and trained three junior team members in Agile methodologies, increasing team productivity by 15% and enhancing the team's ability to deliver Hybris projects. -
Director, Customer Success & Product ManagementSapientrazorfish Jan 2016 - Sep 2017New York, Ny, Us♦ Guided UI/UX optimization projects that resulted in a 22% increase in user engagement and customer satisfaction.♦ Helped team develop and productize an in-house delivery methodology, applying it to enhance e-commerce implementation efforts.♦ Mentored and coached eight team members, leading to a 25% improvement in team efficiency and project delivery times. -
Principal Business Consultant, Razorfish Technology Platform ServicesSapientrazorfish Jul 2014 - Jan 2016New York, Ny, Us♦ As a leader on the Business team, gathered business requirements, defined use cases, and helped strategize the optimal solutions for the client.
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Principal Consultant, Technical Project Manager/FacilitatorCrown Partners Apr 2013 - Jul 2014♦ Integrated customer experience practices into the Crown ecosystem, increasing client satisfaction by 20% across major re-platforming projects.
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Technical Project Manager/Facilitator/Agile CoachIntersect Jul 2011 - Apr 2013♦ Coordinated cross-functional teams and facilitated Agile ceremonies; reduced project bottlenecks by 90%.♦ Managed vendor relationships for application integration projects, ensuring seamless coordination andachieving a 15% decrease in integration-related issues.
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Project Management, Operations, Business AnalystLoren Silverman Consulting 2008 - 2011♦ Served as primary consultant for three clients, developing strategic plans and coordinating project activities to improve client satisfaction scores by 25%.♦ Directed cross-functional teams in executing customized project plans, achieving a project success rate of 99% and maintaining a consistent client retention rate of 100%.
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Director Of Operations, Founding MemberAjaline Nov 2008 - Jul 2010♦ Led strategic planning including requirements gathering, technical writing, and Use Case scenarios. ♦ Developed processes and procedures comprising of workflows, contracts, and instructional documentation.• Led coordination and management using a Scrum methodology resulting in fundraising, development of a luxury e-commerce website, procedural business documentation, and the search for and acquisition of personnel, office systems, security, equipment, and real estate.
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Senior ManagerV. Massey, Llc 2001 - 2008• Developed and implemented new systems for organizing, cataloging, and tracking $20 million inventory in addition to introducing new methods to promote, sell, and distribute the inventory resulting in improved quality of and access to information, improved communication between offices in New York, Illinois, and South Carolina, and significantly improved operational efficiencies and sales. • Handled accounts payables/receivables functions resulting in successful accounts management and assisted in acquisition and merger of Silverman Consultants resulting in the smooth transition and incorporation of service to Silverman Consultants’ clients. • Coordinated and planned two corporate relocations to new offices including real estate search, furniture planning, and layout design in coordination with architects and engineers, purchasing of office equipment including telephone systems, computers, copiers, high-security vaults, and alarm systems resulting in minimal operational downtime.
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ManagerMassey-Hogan, Inc. 1998 - 2001• Developed systems to manage overseas production of extensive $10 million inventory line including Vendor Management and the organization and handling of all import paperwork including acting as US Customs liaison in addition to the payment of all duties and taxes resulting in streamlined inventory operations, efficient receipt of and reconciliation of merchandise, and no penalties. • Managed all areas of merchandise distribution resulting in complete and accurate order fulfillment.• Managed communications between offices and factories in Mumbai, Bangkok, and Hong Kong, which clarified and improved operational effectiveness.• Participated in the coordination and planning of a corporate relocation including inventory transfer, real estate search, furniture planning and layout design with architects and engineers, purchasing of office equipment including telephone systems, computers, copiers, high-security vaults, and alarm systems resulting in the achievement of all project mandates.
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Sales ManagerJewel Cash / Silverman Consultants 1995 - 1998• Organized and managed a $5 million inventory for up to five salesmen including distribution and collections achieving revenue expectations while minimizing loss.
Loren Silverman Skills
Loren Silverman Education Details
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State University Of New York CortlandEducation -
Scrum AllianceProduct Management
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Scrum AllianceProject Management
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VelociteachProject Management
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ComptiaA+ It Technician
Frequently Asked Questions about Loren Silverman
What company does Loren Silverman work for?
Loren Silverman works for Silverman Coach
What is Loren Silverman's role at the current company?
Loren Silverman's current role is Founder.
What is Loren Silverman's email address?
Loren Silverman's email address is la****@****ail.com
What is Loren Silverman's direct phone number?
Loren Silverman's direct phone number is +163162*****
What schools did Loren Silverman attend?
Loren Silverman attended State University Of New York Cortland, Scrum Alliance, Scrum Alliance, Velociteach, Comptia.
What skills is Loren Silverman known for?
Loren Silverman has skills like Word, Excel, Powerpoint, Visio, Windows 7, Managerial Experience, Problem Solving, Customer Service, Inventory Management, Microsoft Office, Retail, Customer Relations.
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