Ron Gross Email & Phone Number

Mountain View, Ca, Us

Mountain View, Ca, Us

Irving, Tx, Us

Responsibilities: Program Management, Staff Leadership & Development, Safety & Compliance, Camper Experience, Budget & Resource Managment, Communication & Stakeholder Management, Facilities Management, and others.

Seattle, Wa, Us

Headed global customer support with a team consisting of onsite, offsite, and international customer support, technical support and training. This includes support operations for RPI's consumer brands including Blurb, MagCloud, and others in the US and in the UK.Negotiated new contract agreements with software and BPO vendors saving the company ~$400K per year, while maintaining a CSat score of >92%.As the company was acquired, I led an effort to absorb multiple Operations functions including Selling & Distribution support, reducing product reorders, customer distribution profit payments, and vendor/partner communications. This requires cross-functional collaboration and projects with other business units including Print Operations, Engineering, Finance, and senior management.Worked to roll out AI functionality to both our internal support team (to assist with getting customer solutions more easily) and our customers (to give them new and efficient ways to get answers quickly and provide AI assisted channels).

Herndon, Virginia, Us

I took over Customer Operations at Liquid Robotics, and what could be cooler than ocean faring robots! I drew upon my process building and cross-team experience to build out the role. Among things I was responsible for were: • Owning the 24/7 monitoring and remote operations of Wave Gliders• Technical customer support• Real-time alert resolutions• Engineering escalations• Customer operations process and autonomous system troubleshooting• RMA process and fulfillment. This role involved maritime and government contractor involvement, requiring appropriate background clearance (TWIC).

San Francisco, California, Us

At Salesforce I worked with the newly formed Unified Command team developing processes using ICS methodology to address critical customer facing issues that required rapid response coordination across the whole organization, 24/7. Key responsibilities included:• Reducing emergency response and resolution times for critical issues and optimizing communication flow across teams.• Running real-time incident drills and iterative improvements to processes• Maintaining the process playbook that outlined processes, procedures, templates and definitions used to effectively operate the critical incident response process.I also drove localization of critical issues tools for our Japanese customer success teams, leading to more efficient escalation management from outside the US.

Taking break to spend time with an ailing parent.

Houston, Texas, Us

I was initially recruited to HP to run the Customer Support function of the new Cloud Compute division. Over time I developed the Business Operations support (billing, fraud detection, global trade compliance, customer quota and capacity planning, etc.) and the VIP Customer Success team. While there I:• Designed training and onboarding programs for incoming Support Engineers, Technical Account Managers, and Billing Operations teams, shortening onboarding.• Deployed anti-fraud operations, rapidly vetting new cloud customers and significantly reducing fraudulent use of HP's cloud service by over 60% and saving ~$600K in the first year.• Established the VIP Customer Success program for key enterprise customers, strengthening long-term relationships and reducing customer attrition by 30%Part of VIP Customer Success consisted of a team of Technical Account Managers who owned the relationship with our most critical customers (larger internal orgs, enterprise, etc.) and guided those customers to better success with the HP Helion Public Cloud and MPCs through best practices, forward looking planning, and customer advocacy. Part of the team's responsibility was maintaining long term relationships, while the other focus was functioning as "special forces" to go in, provide expertise to save struggling accounts, and then move on when the account is stable.

Redwood City, Ca, Us

I came to Box to bring my experience in building Customer Support operations when Box was very small and moving from B2C file management to more heavily focus on SaaS Enterprise File Management as a Service. As is common in many "start-up" environments, I owned other “multiple-hat” roles as well. While there I:• Grew both the internal support team, and the remote team in the Philippines, into a multifunctional organization, overseeing Tier 1, Tier 2, Premier, and Community/Self-Service teams.• Selected and implemented the various tools for CRM(ex. Zendesk), community, and data analytics, and built a team to carry them out.• Created a "Premier Support" solution enabling customers to purchase higher support levels and expand support operations.• I also owned the responsibility for managing site localization.

San Francisco, California, Us

I Established and managed department operations including staffing; selection and purchasing of technical systems; software implementation and configuration; and development of program policies and procedures. I selected and administered the CRM system, evaluated customer comments and usage stats for future planning and development, and developed content for the support portal for both end consumer and B2B product lines. I oversaw development and implementation of dashboard tools to moderate customer accounts, settle purchase/license disputes, and refund charges. I also oversaw moderation of customer submitted content.

Makati City, Ph

I established and managed department operations including staffing; selection and purchasing of technical systems; software implementation and configuration; development of program policies and procedures. I evaluated the needs of an increasing customer base and implemented automated solutions to improve customer relations, streamline response time and significantly reduce operations expenditures. I selected and administered the CRM system utilized to organize and report data on customer satisfaction, evaluated customer comments and usage stats for future planning and development. I established two primary teams: Member Services and Community Services. Oversaw extensive customer content submissions which included profiles, photos, blogs and groups.

Us

Collaborated in startup operations which included development of all customer service and QA program, policies and procedures; implementation of automated systems to streamline service and response time. Managed product support for a wide range of internet systems including new product rollouts, system upgrades, enhancements, product testing, configuration and troubleshooting. Supervised, recruited, hired, set development goals and evaluated performance for 30 customer support representatives and up to 20 quality assurance team members; grew staff from 1 person to 50 people. Developed and implemented a new in-house automated customer tracking system; selected and initiated implementation and ongoing management of the Kana CRM system for the department.

San Jose, Ca, Us

I was initially brought on as a Customer Support Representative for Adobe Photoshop. After 6 months I was made Manager of Customer Support for Photoshop and Premier. I supervised, recruited, hired, set development goals and evaluated performance for 1st and 2nd line specialists providing technical support to users of Photoshop and Premiere software for PC/Mac platforms. I participated in the implementation of operations policies and procedures; managed training, beta support and automated systems support; developed and wrote training protocols outlining systems technical configuration, utilization, maintenance and troubleshooting. I was a member of the Japanese product specialty team as well as establishing and maintaining the departmental intranet site. I also provided 1st line support to software developers for Acrobat, PageMaker, PostScript and graphics software.

Developed program for High Sierra Boy Scout camp. Hired and trained staff. Developed overall program for both staff and campers. Oversaw program staff on day to day operations.