Rob Morrison Email and Phone Number
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Myers-Briggs: ENFP.Results-driven strategic executive with over 20 years of leadership experience in SaaS operations, specializing in driving customer engagement and success. Currently serving as Vice President of Customer Engagement at Bonterra, where I lead a digitally-led Customer Success team focused on Onboarding, Training, Digital Learning, and Customer Communications.𝗖𝗢𝗥𝗘 𝗖𝗢𝗠𝗣𝗘𝗧𝗘𝗡𝗖𝗜𝗘𝗦:Customer Success | Digital Customer Success | Customer Engagement | Digital Transformation | SaaS Operations | Leadership | Strategic Planning | Team Development | Employee Engagement | Customer Experience Optimization | Onboarding & Adoption Strategies | Training & Development | Cross-functional Collaboration | Project Management | Sales Support | Executive Communication | P&L Management | Mergers & Acquisitions | Professional Services | Salesforce Management | Technical Leadership | Consultative Selling | Global Operations Management | Employee Enablement𝗔𝗕𝗢𝗨𝗧 𝗠𝗘:In my current role at Bonterra, I oversee a global Customer Engagement department focused on delivering scalable and efficient customer experience journeys. My responsibilities span from optimizing onboarding processes to leading digital learning initiatives and enhancing customer communications strategies.Originally from Australia, I now call Seattle home, where I enjoy exploring the Pacific Northwest with my dog Lucy, who, unlike my customers, still has some training to go!
Bonterra
View- Website:
- bonterratech.com
- Employees:
- 1312
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Vice President, Digital Customer SuccessBonterraAtlanta, Ga, Us
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Vice President, Customer EngagementBonterra Jul 2024 - PresentReport to the Chief Customer Officer (CCO), lead a Digital Customer Success department responsible for Onboarding, Training, Digital Learning, and Customer Communications. Dedicated to the development and delivery of a scalable and efficient Customer Experience journey that maximizes time to value and adoption, leveraging innovative approaches to content creation, adult learning, and at-scale customer success.Results:• Overhauled the Onboarding approach to prioritize a scalable, digital-first strategy focused on ensuring customers quickly achieve key outcomes with their software, laying the foundation for long-term success.• Streamlined the micro-learning development process by using AI, existing Help article content, and Synthesia to produce micro-learning modules within 2-3 hours each, achieving a significant reduction in development time while enhancing user engagement and learning efficiency.• Successfully moved all training webinars and recordings from the Learning Management System (LMS) to our website, implementing SEO strategies for improved accessibility.• Implemented contextual help links in products with Pendo to provide direct access to relevant help content and improve user experience.• Developed and implemented in-app messaging using Pendo and email automation with Gainsight to guide users in incrementally adopting new systems, significantly enhancing user onboarding and product adoption rates.• Launched a high-frequency series of product release and best practices/coaching webinars to educate and empower customers, fostering continuous learning and platform engagement.
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Vice President, Training & EnablementBonterra Oct 2022 - Jul 2024Led teams responsible for customer-facing training, digital learning, and employee enablement strategies. * Drove training revenue growth increases through the use of annualized training subscriptions. * Integrated professionals from 4 legacy companies into a cohesive department with aligned strategic priorities, standardized metrics & goals, and agile work processes. * Developed and executed a scalable multi-year strategy for educational offerings, resulting in accelerated Time to Value, reduced Support Case incidents, and enhanced adoption & retention. * Orchestrated the successful launch of over 80 new training webinars across 5 products within a 6-month timeframe, achieving a customer satisfaction score of 95%. * Consolidated customer communications through monthly newsletters and in-app messaging, increasing engagement with new releases, product features, and professional services.
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Global Head, Education & TrainingAmadeus Feb 2020 - Sep 2022Madrid, EsReported to Chief Operating Officer (COO). Led a global team of 100 Trainers and Educational Development experts focused on the delivery of training and digital learning resources across the entire Amadeus Hospitality suite of products.Key results: * Integrated separate teams from Newmarket, MTech and TravelClick into one unified working group. * Maintained some of the highest employee engagement scores in the company. * Introduced a fully comprehensive, scalable webinar training experience for key products to reduce delay in subscription activation due to trainer availability from 3 months to 1 week. * Streamlined the employee product training experience for all Operations employees. * Developed educational offerings to deflect the most common Support cases. -
Head Of Asia-Pacific OperationsAmadeus Nov 2020 - Dec 2021Madrid, EsReported to Chief Operating Officer (COO). Led a team of 80 employees spread across 11 countries. Direct reports consisted of a Director of Professional Services overseeing consulting, technical services, and project management, and a Director of Customer Experience overseeing training and all levels of customer support.Key results: * Restructured the organization to bring together the Newmarket and TravelClick teams. * Implemented a program to cross-train professional services staff across 2 additional products on average. * Sustained overall customer satisfaction scores for all new implementations of 86%, compared to an industry average of 77%. * Increased employee engagement scores for the former TravelClick team by 34.7%.
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Director, Training & ConsultingAmadeus Jan 2017 - Feb 2020Madrid, Es
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Manager, ConsultingAmadeus Jan 2016 - Jan 2017Madrid, Es
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Manager, Hrm SolutionsNewmarket, An Amadeus Company Jan 2013 - Jan 2016Portsmouth, Nh, Us -
Business Consultant / Training SpecialistNewmarket, An Amadeus Company Jan 2007 - Jan 2013Portsmouth, Nh, Us
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Various Management RolesInterstate Hotel & Resorts, Now Part Of Aimbridge Hospitality May 2002 - Jan 2007Plano, Texas, UsDifferent positions included: * Crowne Meetings Director - Crowne Plaza Universal * Front Office Manager - South Seas Resort * Guest Services Manager - Orlando Airport Marriott * Business Development Manager - Orlando Airport Marriott * Catering Sales Manager - Orlando Airport Marriott * Convention Services Manager - Orlando Airport Marriott * Catering Sales Manager - The Charles Hotel * Conference Services Manager - South Seas Resort * Group Rooms Coordinator - South Seas ResortMultiple awards for exceeding sales targets, service scores and internal recognition
Rob Morrison Skills
Rob Morrison Education Details
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Griffith UniversityMajoring In Human Resources & Japanese
Frequently Asked Questions about Rob Morrison
What company does Rob Morrison work for?
Rob Morrison works for Bonterra
What is Rob Morrison's role at the current company?
Rob Morrison's current role is Vice President, Digital Customer Success.
What is Rob Morrison's email address?
Rob Morrison's email address is rm****@****inc.com
What is Rob Morrison's direct phone number?
Rob Morrison's direct phone number is +349158*****
What schools did Rob Morrison attend?
Rob Morrison attended Griffith University.
What are some of Rob Morrison's interests?
Rob Morrison has interest in Entertaining, Travel, Cooking.
What skills is Rob Morrison known for?
Rob Morrison has skills like Delphi, Hotels, Hospitality Industry, Hospitality, Training, Hospitality Management, Customer Satisfaction, Hands On Training, Resorts, Hotel Management, Management, Revenue Analysis.
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