Paul Good Email & Phone Number

Alpharetta, Us

As SVP for Customer Operations Paul oversees the global customer experience, cloud operations and information security and professional services enablement functions. The customer operations mission is to transform the customer journey to deliver a seamless experience from supporting software configuration through to the customer’s in-life relationship with Aptos, championing the customer’s vision at the heart of this journey.

San Diego, California, Us

Lead the Customer Services operations including delivery and sales processes. Responsible for:- Customer services sales including proposing, pricing, negotiating and deal closure- End-to-end customer service delivery to customers, whether delivered directly by the geographically deployed resources or in partnership with various support organizations - Customer Services P&L- Responsible for articulating our strategic vision/value to major customers.- Overall customer satisfaction

San Diego, California, Us

Drive all organizational development activities and strategies for Teradata Professional Services, ensuring programs and investments are aligned to business objectives. Provide thought leadership and best in class strategies to Teradata for ongoing workforce and organizational development activities. Lead cross functional/company initiatives around social collaboration and organizational analytics.- Improved alignment of organizational development activities utilizing a business engagement model which aligns all activities to key business strategies, objectives and challenges.- Led execution and alignment around cross company social collaboration initiative, accelerating time to RFP, vendor selection, implementation and ROI.- Improved company utilization of key assets such as skills information and organizational analytics resulting in improved return on investment and application utilization.- Spearheaded and facilitated development of an organizational analytics strategy utilizing and integrating disparate employee information for enhanced business and workforce planning activities, enhancing ability to meet business objectives.

Drove all learning and development activities and strategies for HP Software, ensuring programs and investments were aligned to business objectives. Managed vendor relationships. Led efforts to ensure regulatory compliance.- Improved employee satisfaction 7% and reduced turnover 20% by transforming learning and development activities from transaction request-oriented process to one aligned around key business strategies and targeted employee development.- Incorporated business change management and transformation initiatives into learning programs.- Increased forecasting accuracy 10% and boosted quota fulfillment 12% by implementing skills improvement plan to standardize sales methodology for HP Software.- Spearheaded and facilitated leadership development curriculum across all levels of management with focus on improving skills and impacting achievement of business goals.- Enhanced product quality 11% and increased deadline adherence 12% by developing and deploying Agile software development learning program.- Improved employee engagement scores 14% and generated 60 new product ideas by introducing innovation learning programs including “Creative Camps” for R&D professionals.

Piloted efforts to meet HP Software’s aggressive 2008 hiring and people-development goals that included recruiting and onboarding 1,500 sales and presales personnel. Developed brand recognition for HP Software within software community to attract and retain top talent and managed vendor relationships. Led strategies to reduce employee turnover. - Enhanced HP Software’s brand as software employer of choice through targeted advertising and communication plans. - Attained 30% internal referral hiring rate by introducing enhanced employee referral program.- Improved global candidate pipeline 600%+ in 1 quarter through targeted advertising campaign.- Reduced cost of acquiring candidates from $25K/candidate to < $2K/candidate by decreasing use of hiring agencies and improving employee referral rates. - Achieved 2008 hiring goals and improved Voice of the Workforce employee survey performance on average by 10% across all major engagement categories.- Slashed employee turnover from 18% to 8% by proactively addressing issues gleaned from surveys.

Led Software Support and Services business operations, managing product marketing, sales, support, service delivery, and customer satisfaction functions. Grew and led P&L from $400M to $1.2B and supervised 1,200-member global workforce. Drove supply chain activities for HP Software and led Total Customer Experience programs including CIO advisory boards.- Enhanced customer satisfaction and financial performance by developing global wireless carrier support and service model responsible for carrier acceptance testing, migration strategies, and ongoing support and service activities.- Boosted employee satisfaction 8% and gross margin performance 12% and enhanced customer satisfaction by transforming support delivery business from regional operating model to global operating model with global call center.- Improved global support renewal rates 8%+ and consistently met or exceeded best-in-class industry standards by utilizing multiple “black belt” level resources and “tiger teams” to quickly identify issues and propose solutions.- Reduced downtime, improved support gross margin, and improved customer satisfaction by initiating strategies to develop “self-healing” capabilities within HP Software through diligent issue analysis and resolution processes. - Integrated all acquired companies into Software Support Business and developed standardized support processes while maintaining low single-digit employee attrition.- Transformed support renewal sales function from field-based model to hybrid sales center and field- based selling model providing greater opportunities for cross- and up-selling.- Slashed distribution costs and taxes by implementing 2-phase supply chain transformation initiative for packaging and distribution that generated 98% electronic distribution rate within 3 years.

Education record

Education record