Paul Marinko Email & Phone Number

Oakland, California, Us

Digital transformation to optimize and scale global support/success operations across a number of verticals in personal finance, balancing a superior member experience with operational efficiencies. Data driven decision making to empower members, automate high frequency solutions, and leverage improved reporting and VoC opportunities for stakeholder feedback loops. Strong global leader and coach who prioritizes development, continual improvement and cross-functional collaboration in an inclusive environment that drives operational excellence.

Oakland, California, Us

Oakland, California, Us

Oakland, California, Us

Pleasanton, California, Us

Leadership and expansion of distributed Enterprise Customer Success and Support teams for an industry critical FinTech pioneer. Implemented playbooks that resulted in improved renewal rates and customer growth in a SaaS environment. Proven record of driving adoption/renewal rates and improving CSAT/NPS. Develop and operationalize differentiated service offerings and support tools/resources. Own Enterprise Customer Release Management program. Ownership of internal and Enterprise customer-facing tooling. Experience highlights:• Recruited, developed, and scaled a collaborative and responsive team of Customer Success Engineers, Managers and SME Support Engineers that enabled strategic customer success for top mortgage lenders in the country. Knowledge Centered Service for continuous improvement and high-touch problem resolution• Implemented consistent service delivery standards, training and KPIs which resulted in improved customer experience, ROI and program revenue• Established strong partnerships across business lines that empowered improved responsiveness, efficiencies, and cost savings. Leverage VoC and data insights to develop new service offerings addressing customer needs

Denver, Colorado, Us

Leadership for distributed 24x7 team supporting a global Enterprise customer base in a FinTech SaaS environment. Implemented delivery improvements that optimized customer experience, maximized ROI, and prioritized continual improvement. Developed, executed and reported on KPIs to Executive team. SAP Partner/ERP integration. International team budget and forecasting. Experience highlights:• Encouraged innovation and creativity where the team felt empowered to succeed or fail and improve• Close partnership with Professional Services to align on objectives and achieve strategic targets. Emphasis on delivery, communication, workforce management and retention• Data driven to Improve reporting, establish customer feedback loops (VoC) and deliver actionable insights• Release Management and Beta Partnership Program. Software defect/feature roadmap and prioritization

San Francisco, Ca, Us

Developed and expanded the Technical Services team, including IT, Support, Professional Services and Salesforce administration in a start-up environment. Established B2B Enterprise-focused strategies, SLAs and KPIs to improve service/support delivery and influence customer growth and retention. Experience highlights:• Established an industry renowned services and support team for a global customer base primarily in banking services and government deployments. Release management, Training & Reporting• Partnered with Sales leadership to create and implement Customer Success program, including Account Management and Professional Services, to streamline partnerships, engagement, renewals and satisfaction

San Francisco, Ca, Us

Emeryville, California, Us

Managed 24x7 remote technical staff and support team providing implementation, support, field service, and database/system administration to a global B2B customer base. Responsibility for hosted services, virtualization, customer portal, SaaS applications, system migrations, RMAs and work orders. Experience highlights:• Collaborated with all business organizations to establish and exceed customer SLAs and expectations• Cross-functional partnership with Account Management, Eng and Professional Services teams • Administration of in-house testing environments and production servers, including disaster recovery/BCP planning and implementation. Release Management and Beta Partnership program

Emeryville, California, Us

Emeryville, California, Us

• Provide white glove, senior level hardware and software support to global customer base specializing in mission critical, network and performance issues as well as remote system administration

Venlo, Limburg, Nl

Responsible for the installation and support of various networked printers, scanners, copiers and CAD systems in a Windows NT environment. Skills include communication, strong electro-mechanical background and the logical tracing of circuitry and problem solving. Familiarity with networks and components including hubs, switches, cabling and installation of drivers and print servers. Experience Highlights:• Detailed documentation and customer interaction on a day-to-day basis• Service oriented and ISO 9000 certified

Installation, troubleshooting and maintenance of motorized window systems. Integration with computerized and touch-screen controls. Skills include project management, technical documentation, wiring, and circuitry. Regularly interact with electricians, vendors, and diverse customer base. Experience Highlights:• Supervise and train installation team and implement support tracking • Coordinate schedule for 8 person installation team• Quality control• Performance reporting and metrics

Master Of Business Administration (Mba), Management Information Systems

Bachelor Of Science, Management Information Systems

Web And Interactive Media Design

Performance Tuning, Networking, And System Administration

Associate Of Applied Science, Networking Technologies

Associate Of Applied Science, Electronics Technology

Computer Programming And Operations