Ron Gross's Location
Mountain View, California, United States, United States
Ron Gross's Contact Details
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About Ron Gross
With 20+ years of experience in creating a dynamic and efficient customer support organization, I know how to make sure the customer is happy with their interactions, but even more importantly, how to bring in the valuable information gathered FROM those customer interactions into all levels of the company. I have worked in a variety of environments including start-ups, established enterprises, B2B, B2C, SaaS, and Cloud. I have also run Technical Account Management and Customer Business Operations (billing, fraud detection, content moderation, account management, global trade compliance, and so on). I have also managed Engineering QA, so I know how to get the right information from the customer to the development team the first time.Specialties: Customer and Technical Support Operations, selecting and administering CRM solutions, multi-channel support (email/web/phone/chat), call center support, start-ups, training staff, creating customer support solutions, team building and mentoring, customer operations, customer retention, critical account management.
Ron Gross Work Experience Details
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Camp DirectorScouting AmericaMountain View, Ca, Us -
Program Specialist And Camp Director - Camp Oljato - Pacific Skyline CouncilScouting AmericaMountain View, Ca, Us
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Program Specialist/Camp Director - Camp Oljato - Pacific Skyline CouncilScouting America Oct 2024 - PresentIrving, Tx, UsResponsibilities: Program Management, Staff Leadership & Development, Safety & Compliance, Camper Experience, Budget & Resource Managment, Communication & Stakeholder Management, Facilities Management, and others. -
Senior Director, Global Customer Support OperationsBlurb Jun 2020 - May 2024Seattle, Wa, UsHeaded 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). -
Head Of Customer SupportLiquid Robotics Nov 2018 - Dec 2019Herndon, Virginia, UsI 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). -
Business Process Director- Critical Incident Response, Trend ResolutionSalesforce Jan 2017 - May 2018San Francisco, California, UsAt 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. -
CaregivingCareer Break Apr 2016 - Dec 2016Taking break to spend time with an ailing parent.
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Director Of Customer Operations & Vip Customer Success, CloudHewlett Packard Enterprise Dec 2012 - Mar 2016Houston, Texas, UsI 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. -
Director Of SupportBox Jun 2009 - Aug 2012Redwood City, Ca, UsI 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. -
Director Of Customer ServiceBittorrent Apr 2006 - Mar 2008San Francisco, California, UsI 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. -
Manager Of Customer SupportFriendster, Inc. Oct 2003 - Mar 2006Makati City, PhI 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. -
Director Of Customer SupportExcite 1995 - 2002UsCollaborated 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. -
Manager Of Customer SupportAdobe Systems, Inc. 1991 - 1995San Jose, Ca, UsI 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. -
Program Director, Assorted Other Staff PositionsCamp Oljato 1982 - 1989Developed 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.
Ron Gross Skills
Embedded Systems
Hardware Architecture
Debugging
Electronics
Pcb Design
Hardware
Analog
Engineering Management
System Architecture
Semiconductors
Testing
Systems Engineering
Asic
Electrical Engineering
Cross Functional Team Leadership
Manufacturing
Product Development
Start Ups
Crm
Salesforce.com
Cloud Computing
Saas
Technical Support
Enterprise Software
Customer Service
Customer Support
Management
Integration
Leadership
Zendesk
Quality Assurance
Customer Satisfaction
Software As A Service
Call Center
Team Building
Rightnow
Product Support
Cloud Storage
Cloud Applications
Localization
Enterprise Content Management
Youth Programs
Professional Services
E Commerce
B2b
Troubleshooting
Operations Management
Scalability
Business Intelligence
Training
Product Management
Solution Selling
Strategic Partnerships
Mobile Devices
Analytics
Go To Market Strategy
Strategy
Paas
Data Center
Product Marketing
Managed Services
High Availability
Customer Retention
Mentoring
Account Management
Ron Gross Education Details
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San José State UniversityJapanese
Frequently Asked Questions about Ron Gross
What company does Ron Gross work for?
Ron Gross works for Scouting America
What is Ron Gross's role at the current company?
Ron Gross's current role is Camp Director.
What is Ron Gross's email address?
Ron Gross's email address is ro****@****cox.net
What is Ron Gross's direct phone number?
Ron Gross's direct phone number is +165038*****
What schools did Ron Gross attend?
Ron Gross attended San José State University.
What are some of Ron Gross's interests?
Ron Gross has interest in Children.
What skills is Ron Gross known for?
Ron Gross has skills like Embedded Systems, Hardware Architecture, Debugging, Electronics, Pcb Design, Hardware, Analog, Engineering Management, System Architecture, Semiconductors, Testing, Systems Engineering.
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