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.

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.
• 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

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.
• 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.

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.
• 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.

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.
• 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.

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.

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.

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.

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.