Ralph Smith Email & Phone Number

Alpharetta, Ga, Us

Alpharetta, Ga, Us

Alpharetta, Georgia, United States

• Responsible for forecasting, planning, revenue assurance & service delivery for top customers in strategic content & utility verticals • Oversight and management of $7M revenue budget. • Consistently deliver above objective revenue and margin through optimization of resource planning, close collaboration with sales and delivery teams, and application of customer success principles. • Provided oversight for selection and integration of professional services… Show more • Responsible for forecasting, planning, revenue assurance & service delivery for top customers in strategic content & utility verticals • Oversight and management of $7M revenue budget. • Consistently deliver above objective revenue and margin through optimization of resource planning, close collaboration with sales and delivery teams, and application of customer success principles. • Provided oversight for selection and integration of professional services platform, improving data and forecasting accuracy Show less

Alpharetta, Georgia, United States

Provided operational, customer success, and services leadership for the Markets and Majors franchise. Delivered revenue, margin assurance, and operational support for $500M Business with full P&L responsibility for $100M services business. Provided leadership and mentorship to fifty highly skilled personnel, including managers, engineers, and Customer Success Managers (CSMs).

Alpharetta, Georgia, United States

Provided leadership for the global customer experience program including development of a comprehensive voice of the customer program. Through cross functional tiger teams, earned companies first-ever "Overall Best-in-Class" CXi rating with significant advances in all key customer satisfaction (CSAT) categories.In concert with global customer experience, provided leadership in corporate-wide transformation of the customer support model from reactive support to proactive success. This… Show more Provided leadership for the global customer experience program including development of a comprehensive voice of the customer program. Through cross functional tiger teams, earned companies first-ever "Overall Best-in-Class" CXi rating with significant advances in all key customer satisfaction (CSAT) categories.In concert with global customer experience, provided leadership in corporate-wide transformation of the customer support model from reactive support to proactive success. This included development of several customer success processes and tools, extensive documentation, training collateral and change management. Fully operationalized and trained all success managers and services leadership. Additionally, worked with numerous cross functional teams in development of a world class self help portal for customers as well as a customer health dashboard enabling customer success managers to quickly identify & eliminate potential sources of dis-satisfaction prior to customer impact. Show less

Alpharetta

Commanded America’s $1.6B region, including full P&L responsibility for $245M services business. Provided leadership and mentorship to 50 highly skilled personnel, including managers, engineers, and CSMs. Significantly grew services business while simultaneously reducing costs. Reorganized teams and developed strategic customer plans with focus on improved customer outcomes,

Orchestrated leadership and P&L responsibility for $600M North America Markets, Content Providers, and Partners team. Exercised full P&L responsibility for $86M services sector. Operational and CSAT leadership for largest customer base equating to over six hundred customers (70% of North America).Engineered several key customer service solutions resulting in significant revenue increase and cost avoidance.Provided operational and services leadership for system and tools… Show more Orchestrated leadership and P&L responsibility for $600M North America Markets, Content Providers, and Partners team. Exercised full P&L responsibility for $86M services sector. Operational and CSAT leadership for largest customer base equating to over six hundred customers (70% of North America).Engineered several key customer service solutions resulting in significant revenue increase and cost avoidance.Provided operational and services leadership for system and tools integration, mergers, and acquisitions (SalesForce, Service Cloud, Oracle), earning 100% success with zero service degradation. Show less

San Jose, California, United States

Headed leadership of both global product and regional customer technical support. Managed team of over fifty technical managers and engineers. Implemented resident engineering bench of qualified personnel supplying $2-3M in professional services across region. Lowered costs and improved customer solution times 20% by integrating global product and regional support teams.

Bsba, Business Administration

Customer Success Manager Advanced Certified Professional

Black Belt - Lean Six Sigma

Certificate Procurement / Materials Management

Customer Success Manager - Certified Professional

Green Belt - Six Sigma