Pat Ferdig Email & Phone Number

Kirkland, Wa, Us

Park City, Ut, Us

Las Vegas, Nevada, Us

As the Chief Customer Officer, I provide leadership to a global remote team across sales, onboarding, enablement, customer success, accounts receivable, winback, retention, and support. I developed and led revenue operations, focusing on cross-functional alignment, process automation, revenue protection, and data analytics. I collate customer journey data through winback and retention to develop customer strategies which increase customer satisfaction and engagement, while ensuring positive outcomes. I transition sales from high volume, high pressure to customer focused strategy using customer feedback and data, as well as cross-functional engagement to decrease risk. Key achievements:• Developed and implemented new customer experience and engagement strategy built from Customer feedback resulting in an increase from 78% NRR to 104% in 12 months.• Defined and executed omni-channel engagement strategy reducing support volume 61%, Cost-to-Maintain by 53% and improved resolution time 46%.• Slashed 90-day churn 38% through rebuilding the customer onboarding journey.• Created Customer Success playbooks using proactive calls to action increasing Customer Health 29%.• Built and executed Voice of the Customer (VOC) programs resulting in improvements in Customer Satisfaction (+43%), Net Promoter Scores (+54 points) and Customer Effort (41%).• Reengineered collections and cash receipt processes improved collections 27%, cashflow $4.5M.• Designed new service offerings and programs resulting in $12.7M ARR; 17% increase in Lifetime Value (LTV).

Hired to design, operationalize, and scale customer strategy. Defined and executed customer journey vision from awareness through advocate. Led cross-functional teams in enhancing the customer experience across all touchpoints. Implemented customer feedback mechanisms, analyzed data, and leveraged insights to drive continuous improvement. Served as customer champion across the business to drive customer centricity and drive customer impacting priorities.Departments Managed: Onboarding/implementation, customer success, customer support, technical account management, professional services, revenue operations and customer enablement/training.Key achievements:• Cut churn 21%, increased Net Revenue Retention 31.5%, CSAT by 26% through creation and execution of CX strategy (customer journey, Voice of Customer (VOC), playbook creation).• Defined, executed CS engagement strategy driving a 2x improvement in time-to-value.• Implemented CS Techstack improving efficiency (31%), case deflection (41%), customer health (24%).• Executed pilot strategy resulting in 98% conversion from pilot to 6+ figure contracts.• Defined interdepartmental strategies that reduced issue resolution time by 18%.• Redefined customer onboarding process that improved Time to Value (TTV) by 13% within 6 mo.

Hired to build and execute a B2B/B2C customer strategy including identification and tactical execution of programs to improve customer satisfaction, expand accounts and reduce churn. Created/deployed strategies, technology, organizational structures, playbooks, and KPIs focused on acquisition, retention, growth and customer satisfaction.Departments Managed: Onboarding/implementation, customer success, customer support, field services, revenue operations and customer enablement/training.Key Achievements• Created value-based marketing model resulting in a 48% increase in up-sells.• Oversaw the implementation of technologies that increased customer and partner satisfaction by 32%, reduced “cost to maintain” by 21% and improved issue resolution by 56%.• Created and executed pre-sales strategy that resulted in 32% improvement in lead conversion.• Designed BPO & partner strategy increasing time-to-resolve by 29%, simultaneously reducing costs 17%.

Bellevue, Washington, Us

In this position I headed operational management and strategy development for customer experience, onboarding, support, and success, as well as presales functions. I analyzed customer data to identify critical adoption levers. I utilized customer feedback to create and implemented repeatable processes, strategies, and tools. I recruited, trained, and mentored cross-functional teams regarding succession, progression planning, servant-style management, team building, and authority delegation. I collaborated with cross-functional teams to collate client journey data and identify areas of improvement and growth.Key achievements:• Designed / implemented customer success framework boosting conversion rates 14%, NRR 32%, LTV 21.5%.• Established growth strategy focusing on scale, reducing costs by 31% during 70% year on year growth.• Designed VOC programs that increased NPS by 54 points within 6 months and 48% jump in CSAT.• Executed customer engagement strategy increasing product usage/consumption 31%, feature utilization 23%. • Created Technical Account Management strategy driving 97% conversation to multi-year contracts, >$20M ARR.• Established, led Professional Services org. generating $12.5M in revenue, gross margin of 45% on a 41.5% goal.

Dubai, Dubai, Ae

During my time in this role I oversaw operational management of 9 direct reports and 275 members of staff across four continents. I reviewed annual strategies such as customer journey gaps, budgets, departmental and corporate initiatives, organizational planning, and stakeholder performance. I collaborated with cross-functional teams to drive CSAT, quality, cost reduction, risk resolution speed, and global services to deliver industry leading experiences. I was instated as customer experience champion to head programs which improve quality, inventory control, and customer experience to mitigate negative loyalty.Key achievements:• Developed, executed, managed global service strategy increasing CSAT by 45% while reducing costs by 48%.• Implemented min/max ordering system minimizing out of stock items; slashed inventory costs by 28%.• Redefined Partner / Retailer Support Programs, adding $30M+ revenue and increasing PSAT by 81%.• Developed ‘freemium” business model revitalizing a struggling cloud-based product adding $2.6M revenue in 18 mo.

Durham, Nc, Us

Hired to build out a Customer Care organization focusing on the long-term success of all customers. Key achievements:• Dropped Time to Value 31% and increased usage 41% though the recreation of onboarding journey.• Moved Net Revenue Retention (NRR) from 97.6% to 121.4% through the development and implementation of customer success playbooks, automated risk actions, and actioning VOC feedback.• Launched paid support models generating over $1.5M in first year revenue.• Built professional services division from concept to $15M in 36 months with a gross margin of 53%.