Mark Silverstein Email & Phone Number

Provide focus internally and externally on the customer experience. Lead efforts to show how actions and decisions impact the customer and the organization. Support the sales effort of our SaaS solution through upselling and identifying new business opportunities. In my role leading Service Delivery I also perform Engagement Manager activities. Develop internal processes to eliminate group silos through communication of customer issues, leading to improving the customer experience. This has lead to no lost customers in the last 10 months. Focus Service Delivery / Account Management teams on taking ownership of their accounts, driving the internal organization on the needs of the customer, leading to improved levels of satisfaction from customer as identified through satisfaction surveys. Sat surveys improved from an average of 3.0 to 3.5 out of 5 in 6 months. Improved customer experience leading to new business and renewal of contracts representing over $1.5 m of additional revenue. Lead team of 12 Account Managers / Service Delivery personnel focusing on understanding the customer, communicating the customer needs to the rest of the organization and delivering quality solutions. Work with team to identify tasks that can be automated and outsourced enabling the need for fewer AM/SD personnel, there by targeting margin improvements’ by more than 10%. Work closely with India outsource team to ensure customer requirements are delivered.

$22M provider of ASP solutions that streamline online advertising operations. Ensured the successful implementation of SaaS workflow software valued at more than $8M in annual revenue, focusing on customer satisfaction, up-selling, and customer advocacy. Communicated insight on customer requirements to sales, product, and delivery groups. Recruited and developed 5 account managers.Elevated client retention 20% and saved $150K revenue in 8 months by instituting a new customer care program and streamlining account management processes to improve performance and revenue management. Expanded existing business $1M and protected more than $1.7M annual revenue by influencing/increasing. satisfaction referrals and creating a high-priority problem-escalation process for non-managed accounts.Triggered $2M growth in bookings and $100K in change requests in 4 weeks by developing and executing a Statement of Work (SOW) process.Pioneered a new staffing/budgeting model that increased efficiency and boosted account managers' job satisfaction.

Teamed with sales to close over $2,000,000 of storage and backup related services in the first year Managed customer relationship and quality of delivery for all projects resulting in follow on business of $500,000 Managed deliverables for multiple projects completing all projects under budget and within the allotted time Achieved margins on all projects of at least 60% Developed C level relationships with companies such as Prudential, Hearst, Exxon and Footstar

P&L Manager for three lines of Integration Services offerings to Fortune 100 clients: Managed Services, Quality Assurance and Systems Integration. Offerings included Security, LAN/WAN Administration.* Created, developed, and implemented a Hosting Managed Services offering, building and leading a team that grew revenues to over $11 million with 35% margins in 4 years* Grew nationwide team from 22 to 50 in the disciplines of Pre-Sales, Network Engineering, PM, Systems Admin, and Database Admin. * As part of the QI executive team, participated in strategic and tactical planning, key hiring decisions, process/procedures development, sales/ marketing, product development, contract negotiation, vendor alliance development, solution delivery management* Continually meeting with customers, identifying and addressing any issues. The commitment to customer satisfaction within the organization led to a quarterly customer satisfaction rating of 4.5 – 4.7 out of a possible 5

$13B international leader in broadband data, voice, and image communications.Senior Director, Hosting Managed Services - Recruited to lead Shared Service Group, an internal/external technical support team, and create a new Hosting Managed Services Group to support $3M in annual revenue from Fortune 100. Services focused on QA for Web/e-commerce development, integration services for Windows/UNIX client server/Web infrastructure, and managed services for customer application environments. P&L responsibility.Consistently maintained 30% margins for all Shared Service Group service lines; developed internal Qwest partnerships that ensured seamless service integration among multiple corporate customers.Closed $30M+ in new business for Hosting Managed Services through pre-sales support and the creation of a flexible, customer-focused support model for customers in hosting data centers.Achieved 35% gross margins and generated $11M per year, representing 10% of the company's total hosting revenue; saved $200K in operating expenses through vendor contract negotiation.Increased market share and bottom-line performance by establishing and nurturing partnerships with major clients, including Sony

P&L Manager for three lines of Integration Services offerings to Fortune 100 clients: Managed Services, Quality Assurance and Systems Integration. Offerings included Security, LAN/WAN Administration.* Created, developed, and implemented a Hosting Managed Services offering, building and leading a team that grew revenues to over $11 million with 35% margins in 4 years* Grew nationwide team from 22 to 50 in the disciplines of Pre-Sales, Network Engineering, PM, Systems Admin, and Database Admin. * As part of the QI executive team, participated in strategic and tactical planning, key hiring decisions, process/procedures development, sales/ marketing, product development, contract negotiation, vendor alliance development, solution delivery management* Continually meeting with customers, identifying and addressing any issues. The commitment to customer satisfaction within the organization led to a quarterly customer satisfaction rating of 4.5 – 4.7 out of a possible 5

Evaluated operational issues and developed various strategic and tactical plans to guide business and project growth Expanded region from 70 to 150 consultants within a 2 year period, resulting in $10 million in additional revenue Ensured operational compliance with established standards of performance and quality, instituted initiatives effective in identifying and fulfilling the needs of clients and staff Organized and conducted consultant recruitment and retention programs, including interviewing, hiring, salary determination, performance review, and career guidance Reviewed and/or recommended the acquisition of advanced technology to fulfill internal operating requirementsHand-picked by CEO to turn around Washington office. Immediately addressed customer satisfaction issues, invigorated and refocused the consulting team, and led an aggressive growth drive that necessitated recruiting an additional 15 team members (+75%) in just 18 months. Introduced top-notch training programs to build skills and ensure consistency during rapid growth.Increased annual revenues to $4.5MDeveloped, monitored, and managed budgets for the DC officeDeveloped policies and procedures to help reduced costs and increase business by 10%. Assisted in developing and monitoring a budget of $7MM.

Played key leadership role in driving growth of existing and new business and improving both customer and consultant satisfaction.Aggressively grew organization from 40 to 100+ in 7 years; recruited top talent to lead major projects at Fortune 500 companies and identify opportunities for growth.Outperformed competition by establishing profitable customer partnerships emphasizing quality and deliverables.Designed highly effective mentoring and training programs for consultant technical support group.

Functioned in technical sales support capacity, conducting detailed needs analyses to identify business and technical objectives. Responsible for business/ systems requirements, proposal development, detailed project plans/schedules and full lifecycle project management. Projects ranged from $100,000 to $2 million. Communicated with representatives of client as to functional requirements of applications/systems to be developed or modified, cultivating productive relationships with management.Exercised functional authority over the planning, organization, integration, and completion of design/ development process.Managed technical development efforts, assembling project teams, defining appropriate roles for team members, and monitoring progress.Directed major design, conversion, and/or re-engineering efforts, administering development, performance testing, and timely delivery of systems. Coded applications in Cobol CICS DB2 for numerous customers.