Mitch Harris Email & Phone Number

Charlottesville, VA, US

San Francisco, US

Oakland, California, US

• Outlier uses advanced AI and machine learning algorithms to automatically identify unexpected and important changes within critical business data. These insights are delivered daily in a simple, sharable story format.
• Delivered Net Retention Rate of 153% for our Enterprise customers.
• Updated customer documentation and education program to include video instruction reducing in person training requirements and increasing end user self-serve.
• Formalized team reporting and forecasting reducing monthly board reporting effort by 80%

Oakland, California, US

• Drove team performance in 2020 with a Net Retention rate of 131% and 82% Logo retention.
• Deployed new software stack providing 360-degree view of the customer base including support and customer success tools, removing reliance on multiple spreadsheets and datasources, ad hoc reporting; leading to.
• Standardized production incident response plan and escalation paths to ensure 100% compliance with SLA.
• Created & managed Professional Services offering for Enterprise customers including rewrite of MSA and Service Exhibits.

Columbia, Maryland, US

• Integrated data from multiple disparate systems to provide consolidated dashboard encompassing operating metrics; decreased quarterly reporting process from 1-2 weeks to under 1 hour.
• Generated gross customer retention of 94% for enterprise customers by ensuring customer focused approach to meeting clients’ needs, boosting customer satisfaction and favorable outcomes.
• Attained annual negative churn of -10% YoY for enterprise cloud customers.
• Optimized segmented services contract to retain 70% gross margin targets
• Reduced credit card chargeback rates to under 1% through revision of policies.
• Slashed resolution times by 17% by supervision 5-person Deliverability and Compliance Operations Team.

Columbia, Maryland, US

• Resized professional services team from 21 to 5 FTE and built frontline support team from 1 to 11 employees across 3 shifts.
• Led effort to onboard 30K new customers over 3 month transition period after acquisition of competitor’s developer business (Mandrill).
• Maximized on premise support revenues above company targets (97% retention) through improved contact strategies and business reviews.
• Defined and built dedicated administration and customer reporting platform to streamline customer care process, closing security loophole while reducing technical requirements for frontline support team; attained.
• Added new technical account management role to support enterprise cloud customers, expanding to team of 12 supporting $24M ARR across 125 customers.
• Assumed supervision of 7-person technical support organization overseeing on premise revenues of $29M ARR.

San Francisco, California, US

• Instrumental in sales team achieving annual targets; improved requirements gathering reducing overruns while increasing on-time projects by over 50%.
• Attained bottom line improvement on 98% and blended margin improvements of 5%.
• Delivered utilization rates of 76% and exceeded gross margin targets.

San Francisco, California, US

• Played instrumental role in delivering $500K in additional revenue by focusing on onboarding on new employees.

San Francisco, California, US

• Secured $1M deal to Telenor for messaging security platform, overcoming highly complex set of requirements.

Sydney, NSW, AU

• Led sales operations function, streamlining bid management process and introduced new order entry process to reduce entry time and errors by 50%.

Richardson, Texas, US

• Managed team of 8 within pre-sales department; achieved 107% of annual EMEA sales target while generating 30% of all regional sales revenue.
• Sold company’s largest order of £1.25M.

Redwood City, US

Responsible as in-region product management for the company’s line of messaging solutions including, unified messaging, email, voice & video messagingProvided Messaging product suite expertise as pre sales overlay organization to the wider EMEA sales organization

Amsterdam, Noord-Holland, NL

Speech Recognition ConsultingApplication and Callflow design for telephony and embedded systems, language modelling.