Marc Mandel, Ccxp Email and Phone Number
Chapel Hill, NC, US
Marc Mandel, Ccxp's Location
Raleigh-Durham-Chapel Hill Area, United States, United States
Marc Mandel, Ccxp's Contact Details
Marc Mandel, Ccxp work email
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Marc Mandel, Ccxp personal email
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Marc Mandel, Ccxp phone numbers
About Marc Mandel, Ccxp
Companies all over the world are increasingly seeing their CX and Voice of the Customer programs running out of gas an generating less and less customer engagement and actionable feedback. Proven expert in revitalizing burned out VoC capabilities for companies throughout the world.As a seasoned Customer Experience Management professional with over 25 years of dedicated experience, I've been at the forefront of transforming customer interactions into lasting relationships across various industries. My journey has taken me through the realms of strategy development, team leadership, and innovative solution implementation, enabling businesses to not only meet but exceed customer expectations.Heavy utilization of consulting and solution architecture during selling cycle including envisioning, pain identification, stakeholder engagement, and buy-in drive long-term customer value and retention resulting in over $250 million in personal revenue contributions.Specialties: VoC and NPS, Transformational CX consulting, Chalk-talk workshop session facilitation, Value visualization, process and journey mapping, research and executive commitment.
Marc Mandel, Ccxp's Current Company Details
Marc Mandel, Ccxp Work Experience Details
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Co-Founder And Managing PartnerMarlei Llc (Auctionwire.Ai)Chapel Hill, Nc, Us
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Co-FounderMarlei Llc (Auctionwire.Ai)Chapel Hill, Nc, Us
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Special AdvisorCotera Dec 2024 - PresentNew York, New York, UsSpecial advisory services with startup building next generation CX optimized AI operating system for enterprises. Working with leadership team on new GTM strategy and execution.
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Special AdvisorPeel Ai (Techstars '24) Nov 2024 - PresentBend, Oregon, UsSpecial advisor working closely with founder team on new GTM strategy and execution. -
Special AdvisorOcx Cognition Aug 2024 - PresentScottsdale, Arizona, UsSpecial advisory role assisting leadership team and clients with GTM planning and execution. -
Special AdvisorOpinator Aug 2024 - PresentMadrid, Community Of Madrid, EsAdvisory and growth strategy role assisting best-in-class voice of the customer platform company with GTM planning and execution -
Special AdvisorMcorpcx Jul 2024 - PresentSan Francisco, Ca, UsAdvisory and strategy role assisting senior leadership team with GTM strategy, planning and execution at leading Customer Experience solution provider. -
Founder, PrincipalWow Moments, Llc Jun 2024 - PresentEmpowering entrepreneurs, boards, and C-suite leaders to connect the dots in a rapidly evolving customer experience business landscape shaped by emerging technologies and AI. My expertise spans SaaS, Financial Services (Banking, Brokerage, Risk & Insurance), Healthcare, Retail, Hospitality & Wellness, Employee Benefits, and both B2B and DTC business models. Let's navigate the future together, turning innovation into opportunity. -
Special Advisor To The CeoLuminoso Technologies, Inc. Jun 2024 - PresentBoston, Massachusetts, UsRetained in contract role by CEO and his leadership team to assist with strategy development and market execution of exciting AI customer experience platform. Will assist with ICP definition and strategy, GTM program design and execution as well as potential M&A activities. -
Podcast And Webinar Host And Content CreatorCx Tales From The Trenches Jun 2024 - PresentI am launching a new series of live streams, podcasts, webinars, and blogs about the experience economy to ensure a practical and execution-ready look at what works. Committed to moving the conversation forward from the all-too-common "why?" to the elusive "how?". Will co-host with the industry's most prominent practitioners to cut through the nose, eliminate the BS, and get right down to the heart of it all.
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OwnerThird Act Collectibles Mar 2020 - PresentMonetizing my beloved hobby of vintage baseball card collecting. Provide advice and acquisition services for collectors seeking the most amazing and elite cards in the world.
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Authorized Independent Advisor Of Npsx(Sm), Powered By Bain & CompanyBain & Company Jun 2024 - Oct 2024Boston, Ma, UsNPSx sets a new standard in customer experience with world-class tools, technologies, and training to bring together the best of Bain's customer-first thinking, packaged in a simple and accessible way. -
Vp And Gm, North America CxQuestionpro Jan 2024 - Jun 2024Austin , Texas, UsPromoted to full North American leadership role for CX-related services and platform business. Developed new market strategy, increased average selling price 300% while also increasing average initial contract length from 12 to 36 months. Direct and/or indirect leadership role over New business sales, account management, customer success and implementation, marketing and product strategy. -
Vp Cx North AmericaQuestionpro Dec 2022 - Jan 2024Austin , Texas, UsSales and Account Management leadership role at the industry-leading Journey-Based VoC/CX solutions and services company, specializing in transforming customer experiences into actionable insights. Our data-driven journey-centric approach prioritizes customer acquisition, retention, and profitable growth, ensuring consistent business success and measurable ROI for our clients.Rebuilt sales and account teams across North America. Identified, sourced and hired complete North American team. Led efforts to launch new product offering, build sales pipeline into Fortune 1000 ICPs, qualify and close multiyear, 6-figure ARR SaaS contracts. Grew business by nearly 200% in first year.
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Special Advisor To The CeoSuitecx By Questionpro Jun 2022 - Dec 2022Denver, North Carolina, UsContracted by startup leadership team to provide special counsel leading to M&A sale of business to potential acquirers. Developed M&A strategy, identified prospective investor/acquirers, arranged pitch meetings and opened access to my personal network resulting in successful acquisition by QuestionPro and exit at the end of 2022.Successful exit with sale of business to QuestionPro. -
Senior Enterprise Account ExecutiveUniphore May 2022 - Nov 2022Palo Alto , California, UsThe work I do is at the intersection of customer experience, engagement and AI, helping business and technology leaders leverage world class conversational intelligence approaches to truly connect with, understand and serve customers before, during, and after agent engagement in a modern customer journey. Improving the frontline service team's experience by alleviating their day-to-day pressures will have profound impact on your customers and the experiences they have in their moments of service. -
Director, Voc | Cx StrategistConcentrix Dec 2020 - May 2022Newark, California, UsServant leader on an elite team that services a who's who of Fortune 1000 corporate leaders to envision, design, implement, support, and grow in their customer centricity and customer experience excellence. My primary focus is transformational voice of the customer (VOC) consulting and advisory services. Coach clients from leadership to the frontlines through end-to-end journeys toward increased customer centricity, better engagement, listening, analysis, and problem remediation, focused on helping them to maximize sales and customer retention, and profitable growth. -
Vice President, Customers & GtmCustomerville Aug 2016 - Dec 2020Linköping, SeManaged global team that sold, delivered, and supported sophisticated Voice of the Customer solutions to mid-size and larger companies seeking to make feedback truly experiential. Hands-on leadership role both with colleagues and clients to help drive successful CX transformation while at the same time holding ultimate responsibility for the end-to-end operation of the multidisciplinary team. Participated in and led delivery of services and technology in nearly forty companies across insurance, healthcare, publishing, travel, retail, technology and manufacturing.Successful exit with sale of business to IFS. -
Engagement Lead, Customer Experience Analytics Practice | Cx SmeConcentrix Aug 2015 - Jul 2016Newark, California, UsLeadership role in 700 person customer analytics, consulting and technology provider co-located within pioneering contact center solution leaderRole was a combination customer experience and VoC subject matter expert, new business developer and client manager leading some of the company's most rewarding engagements in healthcare, high technology, retail, manufacturing and automotive and telecommunications. Customer experience solution development, insight strategy and results delivery to a portfolio of Convergys' global clients. built strong relationship with client partners and internal teams to drive business outcomes.Convergys, a 130,000 person Fortune 100 company has enabled companies in almost all industries with distinct competitive advantage, new paths to customer loyalty and profits and governed, high impact action plans and strategy to maximize customer experience at every touchpoint both inside and outside the call center.
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Senior Director Of Global Customer Experience | Client ChampionMaritzcx Nov 2014 - Jul 2015Lehi, Ut, UsPromoted to lead the customer experience effort as part of the operations leadership team inside the leading customer experience company upon the merger of Allegiance and Maritz forming the new business, MaritzCX. Reported to global COO. -
Senior Director, Healthcare Industry Cx & VocMaritzcx Aug 2013 - Nov 2014Lehi, Ut, UsPromoted to leadership role. Developed GTM strategy and developed sales in US Healthcare space targeting health insurance carriers and providers
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Sales DirectorMaritzcx Aug 2012 - Aug 2013Lehi, Ut, UsHired as part of the sales and sales leadership team at the legacy Allegiance corporation to sell enterprise Voice of the Customer platform solutions to the Global 1000. Consistent top performer in sales attainment and profitability.
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Sales And Consulting Delivery PrincipalStrativity Group Jan 2009 - Aug 2012Hackensack, Nj, UsRole was a balance between new business sales and project delivery (hunt it, close it, deliver it) for a cross-industry set of clients and prospects on a global basis. Operational focus and subject matter expertise in Financial Services, Retail Operations, Consumer Packaged Goods, Pharma, High Technology and Travel and Hospitality industries.Strativity Group is a global consultancy uniquely focused on helping companies build and maintain lasting, profitable relationships with their customers. We do this by helping to create a customer centric culture and business approach at each touch point and moment of truth, through a multidisciplinary transformation process. Our methodology is comprehensive, delivering experience diagnostics and benchmarking to innovation-driven process design, communication, stakeholder alignment and training, and comprehensive action planning.Successfully completed Customer Experience Professional Certification Program, March 2011. -
Sales DirectorClarabridge Sep 2007 - Jan 2009Early entrant role focused strategic new business generation and account retention for leading enterprise text analytics Customer Experience Management solution provider focusing on Fortune 200 companies spanning key verticals and markets across the globe. Served as trusted client advisor on matters dealing with customer experience, VoC, and organizational change management to drive greater customer centricity and focus.Company and position are unique in their focus on helping strategic organizations gain operational advantage and build sustainable value in their value chain by mining multichannel feedback as realtime customer or marketplace intelligence.Managed full-cycle client relationships and strategic direction within two North American territories resulting in engagement with commercial enterprise and federal government accounts. Leveraged deep subject-matter expertise in solution design and program oversight to ensure customer satisfaction and accelerated ROI.Also, established go to market strategy and executed partnership agreements with key market research firms resulting in downstream pipeline and closed platform resale transactions.
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Sales DirectorClearforest Mar 2006 - Sep 2007Responsible for national account management and new account win generation within North American strategic account base for leading text analytics platform company with a unique focus on the publishing and content markets. Engaged C-level decision makers in Fortune 1000 companies such as Thomson, Bloomberg, Dow Jones, McGraw-Hill, Reed Elsevier, Reuters, The New York Times, and Tribune Publishing. Identified new business opportunities, qualified, and closed strategic software sales as well as hosted, web services deals for sophisticated software infrastructure platform with typical average selling price in excess of $425,000 in licenses and associated services.Acquired by Reuters for internally facing projects in 2007.
Marc Mandel, Ccxp Skills
Crm
Strategy
Saas
Analytics
Solution Selling
Business Development
Account Management
Customer Experience
Business Intelligence
Consulting
Management
Leadership
Customer Satisfaction
Management Consulting
Strategic Partnerships
Market Research
Strategic Planning
Program Management
Customer Insight
Sales Process
Customer Relationship Management
Sales
Enterprise Software
Change Management
Customer Journey Mapping
Customer Retention
Customer Engagement
Go To Market Strategy
Call Centers
Business Planning
Strategic Negotiations
Data Warehousing
Quality Management
Agile Methodologies
Business Process Improvement
Survey Research
Voice Of The Customer
Net Promoter Score
Healthcare Consulting
Enterprise Feedback Management
Customer Intelligence
Voice Of The Customer Analysis
Customer Experience Improvement
Selling
Customer Centric Solutions
Professional Services
Brand Loyalty
Building Customer Loyalty
Enterprise Solution Sales
Customer Loyalty
Turnaround Strategy
Marc Mandel, Ccxp Education Details
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Western New England UniversityGeneral -
Babson CollegeEntrepreneurship/Entrepreneurial Studies
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Babson CollegeBusiness Analytics Fundamentals For Leaders
Frequently Asked Questions about Marc Mandel, Ccxp
What company does Marc Mandel, Ccxp work for?
Marc Mandel, Ccxp works for Marlei Llc (Auctionwire.ai)
What is Marc Mandel, Ccxp's role at the current company?
Marc Mandel, Ccxp's current role is Co-Founder and Managing Partner.
What is Marc Mandel, Ccxp's email address?
Marc Mandel, Ccxp's email address is cc****@****rix.com
What is Marc Mandel, Ccxp's direct phone number?
Marc Mandel, Ccxp's direct phone number is +134742*****
What schools did Marc Mandel, Ccxp attend?
Marc Mandel, Ccxp attended Western New England University, Babson College, Babson College.
What are some of Marc Mandel, Ccxp's interests?
Marc Mandel, Ccxp has interest in Poverty Alleviation, Children, Human Rights.
What skills is Marc Mandel, Ccxp known for?
Marc Mandel, Ccxp has skills like Crm, Strategy, Saas, Analytics, Solution Selling, Business Development, Account Management, Customer Experience, Business Intelligence, Consulting, Management, Leadership.
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