Mark Viens Email & Phone Number

Rhode Island, United States

Mclean, Va, Us

Assumed leadership of initial team hired to test GTM viability of selling internally developed identity verification software and services. Developed GTM strategy complete with value propositions, level of effort and implementation guidance, return on investment projections for positioning existing identity verification APIs, and SDKs with net-new CapitalOne partners, including ADP and CVS, as well as 21 others. - Developed and designed variety of successful POC/pilot projects with ADP (ID verification) and CVS (MNO) in late 2019 and put both into existing production since early 2020.- Cultivated pre-COVID-19 pipeline - Re-worked and re-strategized to include payments (card of file tokenization)with identity services.

Boston, Massachusetts, Us

Co-designed GTM strategy for wide range of customers (self-service to enterprise). Joined senior leadership team of Boston-based ECOMM startup to help solve customer retention challenge by ramping up customer success management and product support operations. Led and managed three direct reports. Worked with 6,500 customers across one global office. - Tiered customer base into three distinct segments, aligning service offerings and reconfiguring/designing CX lifecycle playbook for managing implementations and improving account relationships. - Improved customer retention from 95.6% to 98.1% in first six months

Watertown, Massachusetts, Us

Recruited to join senior leadership team of Watertown campus responsible for developing international services and programs designed to improve remote teacher training experiences (worldwide operations). Supervised eight direct reports. - Developed operations and implementation rollout strategy for ongoing teacher training programs used today to help train thousands of special education teachers, social workers, and healthcare professionals throughout India, Russia, and several countries in Africa.

Nuremberg, De

Empowered ownCloud’s international sales and support operations to markedly improve their performance and rapidly earn promotion to a global sales and business development operations leadership role. Guided the efforts of 22 professionals prior to the implementation of a management decision to shutter its US operations and redouble its activities in Europe. - Tripled the customer base, and doubled enterprise customer acquisition. Doubled annual revenue and delivered five straight quarters of above-target bookings.- Revitalized geographically diverse sales organization, and championed customer-centric sales processes, increasing revenue productivity >100%.

Bedford, Massachusetts, Us

Developed a statistically valid and objective approach to create a broader portrait of what agents and candidates wanted over a future horizon, understand how to leverage recruitment experiences of job candidates and contracting customers, and use their score as a key industry differentiator.- Created Net Promoter Score practice to capture and measure job seeker and job candidate experience. Conducted quarterly surveys and transitioned ongoing practice to firm in six months.- Enabled WinterWyman to secure NPS certification, and received superior satisfaction ratings from more than 77 percent of its clients, significantly higher than the industry’s average of 35%.

Denver, Co, Us

Initially served as VP, EMEA Sales, Worldwide Professional Services, 2006 – 2007.Built the professional customer support operation for this identify management software start-up. Led sales engineering, sales support, customer support, professional services, training and EMEA sales before assuming leadership for IT operations worldwide and serving as resident HR leader during the early years. Planned and guided the efforts of >100 employees while stewarding a six-figure budget.- Exponentially expanded the customer base to grow revenues 14x and achieve industry-leading profit margins.- Drove a global expansion in call centers. Designed and established four 24/7 global solution centers in Boston, Vancouver, London, and Istanbul.- Achieved best-in-class employee satisfaction among call center, sales engineering, and professional services employees after having Instituted High-Performing TEAM philosophy and employee development model. - Established and empowered a highly efficient and responsive Sales Administration group, scaled up operations to effectively support the rapid growth of contracts and bookings over an eight-year period.- Built an EMEA sales/business development team that grew booking to a target 30% of total revenue.- Led taskforce to develop SaaS version of hosted on-premise product. - Designed and delivered a series of 16 HPT classes for 200+ employees to markedly improve customer and partner satisfaction, increase Promoter Scores, and achieve a #1 ranking in software industry.

San Jose, Ca, Us

Adobe Corporation is a digital marketing and digital media solutions provider. Adobe acquired Macromedia following Macromedia’s acquisition of Allaire. Spearheaded the integration, transition, and stabilization of all operations following Adobe’s acquisition of Macromedia. Led call centers and inbound customer contacts. Guided the efforts of 450 employees deployed in eight call centers with locations around the globe. - Enhanced customer service by markedly reducing average call handling time. Synchronized five CRM systems across three continents and nine languages into once common 360 record view of all customer interactions.- Incorporated Adobe’s division into one master corporate Enterprise Service Level Agreement, to elevate attachment rates and significantly improve churn.- Documented all third-party software, including OPEN source suppliers, and associated Engineering Escalation Team practices to cover liabilities and increase visibility on how customers were using the product.

San Jose, Ca, Us

Synchronized two disparate customer care operations to deliver a consistent customer experience worldwide following Macromedia’s acquisition of Allaire Corporation. Responsibly managed call centers and inbound customer contact operations with more than 540 employees operating out of call centers in the US, Scotland, India, and Japan, while managing an eight-figure budget.- Effectively managed change by merging Allaire’s practice with Macromedia’s practice to create a single cohesive global “follow the sun” customer care operation. - Lowered operating expenses by migrating US call centers to the Philippines. Optimized operations, achieving IS0 9002 certification in all five call center/response center operations.

San Jose, Ca, Us

Served Briefly as Technical Account Manager in 2000.Supported the company’s rapid growth by scaling customer contact and management operations. Led customer service, customer support, call centers, and professional services. Synchronized customer support operations and supported launch of six new products, while dramatically growing services revenue.

Master'S Degree, Industrial Education & Graphic Design

Bachelor Of Science - Bs, Industrial Education | Graphic Communications