Martin Jaffe Email & Phone Number

Available for assignments to:► Produce a customer care strategy based upon the latest concepts; social networks, outsourcing, self-help support tools, social crm and multiple contact methods► Define, help select and negotiate an outsourced service/support solution including SLAs ,KPIs and operational metrics► Help define, staff or manage on premise support team including, KPIs and operational metrics► Design, set up or conduct product training for customer… Show more Available for assignments to:► Produce a customer care strategy based upon the latest concepts; social networks, outsourcing, self-help support tools, social crm and multiple contact methods► Define, help select and negotiate an outsourced service/support solution including SLAs ,KPIs and operational metrics► Help define, staff or manage on premise support team including, KPIs and operational metrics► Design, set up or conduct product training for customer service and/or support teams► Define requirements, help select or implement a Customer Support CRM solution, including social CRM and integration into an ERP system► Define, set up and monitor social networks (Facebook, Twitter, LinkedIn and YouTube) for Customer Support Show less

Developed the customer care strategy for QUE ProReader, the implementation plan and then staffed and managed the Customer Care teams. Researched the market and competitors' processes to define and write a custom strategy, tailored for CustomersStructured the support website to emphasize chat, KDBs, videos and support forums to encourage immediate answers. Provided self-help tools for web ticketing, automated RMAs, web inquiries, feedback forms and customer surveysWorked with… Show more Developed the customer care strategy for QUE ProReader, the implementation plan and then staffed and managed the Customer Care teams. Researched the market and competitors' processes to define and write a custom strategy, tailored for CustomersStructured the support website to emphasize chat, KDBs, videos and support forums to encourage immediate answers. Provided self-help tools for web ticketing, automated RMAs, web inquiries, feedback forms and customer surveysWorked with staff to write straightforward user documents from KDB articles, to user manuals to warranties to privacy policy Co-designed the infrastructure with IT and Supply Chain to support automated forward and reverse logistics with integrated data flows between the online store, Oracle ERP, and a SaaS based CRM system. Supervised cross-functional teams for a system test pre-CES2010 to handle pre-orders and track customer issuesOutsourced and trained 1st level customer support to quickly handle customer issues via phone, email and chat. Hired manger to train and supervise the customer support agents on brand pillars, product features and key sales points. Designed, set up, and tracked metrics for customer care quality goals and KPI (key performance indicators) reportingPlanned, implemented and monitored QUE ProReader social networks; Twitter, Facebook, LinkedIn and YouTube. Oversaw and directed content updates to the QUE.com and PlasticLogic.com website including a complete refresh for CES 2010 Show less

Rolled out a simple and unified planning process for the Consumer Division post acquisition of mSystems. Trained new sales force, conducted sales review meetings, and presented clear and concise sales forecasts to executives Designed analytic models to calibrate growth rates vs market share vs assumptions, identifying key data relationshipsDeveloped sales and shipment plan for over $1B of Retail and OEM consumer products

Led and staffed the Customer Support function: professional services, technical support, publications and Managed support and operations: a global network operating center (NOC), daily network maintenance, customer installations and troubleshooting of each component for several internet over satellite systemsHired a 24 X 7 tech support team to handle worldwide networks installs, tier 1 and tier 2 customer requirements and developed training manuals and user… Show more Led and staffed the Customer Support function: professional services, technical support, publications and Managed support and operations: a global network operating center (NOC), daily network maintenance, customer installations and troubleshooting of each component for several internet over satellite systemsHired a 24 X 7 tech support team to handle worldwide networks installs, tier 1 and tier 2 customer requirements and developed training manuals and user documentationNegotiated with vendors for network hardware and software products to source, build, ship, and install products Show less

Co-founded and managed a software start-up / spin-off from Mitsubishi that developed an ecosystem for serving up content and advertisements while controlling a complete home theater entertainment systemSolicited funding, wrote the business and go-to-market plans; built industry relationships and partnerships, recruited employees, developed an advisory board, and managed the cash flow. Presented and promoted the product at various shows and events leading to additional funding and… Show more Co-founded and managed a software start-up / spin-off from Mitsubishi that developed an ecosystem for serving up content and advertisements while controlling a complete home theater entertainment systemSolicited funding, wrote the business and go-to-market plans; built industry relationships and partnerships, recruited employees, developed an advisory board, and managed the cash flow. Presented and promoted the product at various shows and events leading to additional funding and relationships.Devised an exit strategy and negotiated the purchase of eRemote Show less

Responsible for 20 people in pre-sales and post-sales support, contracts, and planning for products with over $50 million of annual revenueManaged and built the customer support team, and ran operations and legal functions for new business groupsEnhanced the NPI process to work cross-functionally and cover the complete product life cycle

Designed, implemented, and managed the customer service and support strategy for the Radius Computer. Outsourced warranty repair, extended warranty and tier 1 call center functions to 3rd party firms in the USA reducing costs by 30%Managed the forward and reverse logistics and SCM relationship for the PC graphic card division resulting in improved inventory and lower costsDeveloped and implemented a new product introduction process covering inbound and outbound marketing with… Show more Designed, implemented, and managed the customer service and support strategy for the Radius Computer. Outsourced warranty repair, extended warranty and tier 1 call center functions to 3rd party firms in the USA reducing costs by 30%Managed the forward and reverse logistics and SCM relationship for the PC graphic card division resulting in improved inventory and lower costsDeveloped and implemented a new product introduction process covering inbound and outbound marketing with checkpoints for MRDs, PRDs, and product launch Show less

Received Sun's "Best of Breed" Award in 1992 and 1993 for implementing an updated revenue and margin forecast. Helped double revenue from $500M per quarter to $1B per quarter, and enhanced inventory turnover 6xDesigned and developed an SQL-based worldwide database and reporting system (SunGOLF/SunGLOBE

• Daisy Systems. International Business Manager – Finance Division• Xerox / Shugart Corporation. Senior Business Manager – Product Division• Frost and Sullivan, Inc. Research and Investment Manager

Masters; Mba, Business Administration; International Marketing And Finance

Bachelors Of Arts, French

Diplôme Supérieur De Langue Et Littérature Françaises