Philip Lubbehusen Email & Phone Number

For 25 years, Klem Group has been proud to be the most dedicated brand representative in the Southeast. From hospitality to commercial projects and exterior to interior products, we adhere to the highest principles of Customer Success and take pride in representing the leader in each brand category.LIGHTING• ALGER-TRITON• MAJESTIC LIGHTING• STUDIO-AT• VAULT-LIGHT• WIRED DESIGNSFURNITURE• AMERICAN LEATHER FURNITURE• CHARTER FURNITURE• ISA INTERNATIONAL• KLEM HOSPITALITY• MASAYA AND COMPANY• PROVADO• WALTERS• WOOD STATEMENTSEXTERIORS• BROWN JORDAN• CASTELLE• ETHIMO• MANUTTI• MY YOUR• TEXACRAFT• TUUCI• WALTERSACCESSORIES• ELAINE SMITH• MAJESTIC MIRROR & FRAMEklemgroup.com

Atlanta, Ga, Us

Atlanta Customer Success (ATLCS) community connects you with other Atlanta-based Customer Success professionals to share best practices for achieving success in this exciting career discipline. Our community consists of diverse members, from first-time CSMs to experienced CS leaders. We can even help you get started with a career in Customer Success.

Frankfort, Il, Us

The Private Directors Association® (PDA) is a non-profit organization of, by, and for private company business owners, their executives, and directors. The mandate is to define and model private company governance excellence for corporate, ESOPs, family-owned, partnerships, private equity portfolio companies, and start-ups/venture capital financed—at all levels of revenue generation.

Shawano, Wi, Us

The Element Company provides professional services and personalized solutions to our clients. We are passionate about your unique customer-centric goals and challenges. Together, we build upon your Customer Success through a measured and comprehensive approach.

Atlanta, Ga, Us

Partnered with Cox Business on deployment of Salesforce Sales Cloud (CBForce).• Developed and maintained adoption analytics, identifying at-risk channels and development opportunities.• Consulted with support on operational readiness, fostering team knowledge base and growth of functional pillars.

Atlanta, Georgia, Us

Coached, led, and mentored team, encompassing analytics, enablement, front-line support, platform services, and research.• Onboarded and supported 12 television ownership groups representing 600+ broadcast stations, 50+ advertising agencies and rep firm customers.• Translated business objectives into integrated resource plans, schedules, and budgets while effectively managing Customer Success stakeholder expectations by shifting tactical priorities in conjunction with all participating parties.• Governed client service milestones and metrics for executive-level reporting. Exceeded stated key performance indicators (KPI); 91% of customers ranked experience as excellent (4% increase versus mid-year) with average speed of answer (ASA) at 15 seconds, down 2 seconds versus mid-year (2019).

Atlanta, Georgia, Us

Led team, covering client management / engagement and front-line support.• Deployed Customer Success framework with 360-degree activity view and health score, streamlining operations with focus on account health (Pendo, Salesforce Einstein Analytics, Marketing Cloud, Sales Cloud, Service Cloud).• Implemented cloud-based call center solution (unified communications and artificial intelligence software); surpassed stated KPIs with 89% of all customers ranking experience as excellent and ASA of 48 seconds (2018).• Built Client Management department, facilitating growth initiatives.• Restructured client engagement team, adopting Customer Success framework. Unified 3 teams into 1, increasing efficiency and saving costs of technical resources. • Extended Salesforce Service to all front-line teams, capturing client information and metrics.

Atlanta, Georgia, Us

Managed onboarding services and front-line support teams, encompassing buy-side (agencies), demand-side platform (DSP), and sell-side (TV stations) customers. • Refined processes for launching 186 TV stations, 1.1K agencies, and 1 DSP, decreasing implementation time 40%.• Forged strategic partnership with Salesforce to deliver analytics services, strengthening account visibility and reporting.

Atlanta, Georgia, Us

Owned delivery of products and services for buy-side (agencies), partner integrations, and sell-side (TV station) engagements.• Defined operational play (run) books for department, building plans and identifying strategies for client onboarding.• Established front-line support team and deployed organizational framework with high-touch triage methodology for issue resolution, enabling launch of Videa to market.• Vetted and implemented Salesforce Service Cloud, launching chat, email, phone, and web-to-case channels.

Atlanta, Georgia, Us

Led team of 10+ offshore development and quality assurance professionals on executing new technologies for CNN Digital, including new system development and integration, optimization of existing legacy systems, system modernization and strategy, date restructure and archiving, and mobile solutions.• Partnered with product and technology teams, in delivery role, on execution of capital initiatives, including rearchitecture of CNNgo, development of CNN.com responsive framework, and implementation of CNN Alert Distribution Hub.• Delivered high-quality platforms / services, under budget and with zero error rate.• Received multiple awards for leadership at CNN Digital; Focus Recognition; Own It; Cultivate Partnerships; Build Our Brand; Earn the 'A'; Operate Above the Line; and Manage to Budget (2014).

Alpharetta, Ga, Us

Developed and maintained program methodology to support $700M per year business unit. Managed portfolio prioritization and service functions for 2 insurance data verticals, comprised of 70+ modeling engagements.• Implemented business model for top-10 insurance carrier, delivering $12M+ new sales per year. Launched web-based application with custom data attributes and decision rules, facilitating online quotes, increasing client profitability, and adding functionality for e-business consumer-direct ordering.• Deployed software solution for more efficient reporting and task management, decreasing project cycle 49%.• Worked with product management to launch 3 new business models, supporting engagement teams with go-to-market.• Received awards: ‘Recognize Our People’ for generating / implementing new ideas to enhance existing products, services, or processes (2013).‘Recognize Our People’ for energizing others to exceed goals (2013).

Alpharetta, Ga, Us

Served as data solutions expert for 2 insurance verticals. Consulted in planning, design, and development of 3rd-party vendor modules, mobile applications, and LexisNexis Insurance Solutions Portal.• Solidified user training and transition between existing management system to Siebel Enterprise and verified data exchange of opportunity pipeline to project, streamlining processes and gaining efficiencies.• Created operating procedures, supporting launch of new commercial insurance data vertical.• Received awards:‘Recognize Our People’ for exceeding customer expectations (2012). ‘Insurance Data Solutions, Business Unit’ for launch of insurance data vertical (2012).

Alpharetta, Ga, Us

Governed customer relationships and implementations for West Coast portfolio and commercial insurance vertical.• Provided day-to-day engagement of 20+ technical projects, developed relationships with 100+ clients, and completed 80+ insurance data product implementations, delivering $40M+ new sales.• Received awards: Migration All-Star for outstanding efforts in Salesforce to Siebel data migration (2011) and Top Gun for implementation of commercial insurance data initiatives (2009).

Alpharetta, Ga, Us

Functioned as primary technical lead for multimillion-dollar implementations of automated ordering interfaces.• Served as principal owner of XML knowledge for client engagement team; completed preproduction assignments, including release documentation, format clarification, and carrier testing.• Identified and developed best practices across insurance data organization. Mentored team on data products, technical processes, and industry knowledge. Designed and implemented sales training toolkits for new solutions.

Created social network for higher education; actively communicated with 10+ universities and financial consultants for future development. Tested functionality for usability across web platforms and operating systems. Developed business case for Board of Trustees, securing $100K initial funding from University of Evansville’s capital fund.

Atlanta, Ga, Us

Managed external HD marketing production with vice president to replace and modernize existing standard definition captures.

Worked with the Director of Finance to build and create international internship opportunity; Analyzed two semesters of statistical data to uncover and learn from trends; Designed and developed a catalogue to enhance college profitability.

Organizational Leadership And Management

Project Management

Bachelor Of Science In Business Administration, Finance

Bachelor Of Science, Mass Communication

Global Business