Richard Welch Email & Phone Number

Wakefield MA

Veracross is the leading SaaS provider of School Information Systems for Independent schools. Designed specifically to meet the unique needs of schools, Veracross combines the power of a truly integrated database with personalized, data-driven communication tools. Veracross offers high quality and integrated solutions for the following areas: Admissions.

Massachusetts

Working to help companies obtain and leverage customer feedback and input across their organization to drive higher levels of satisfaction, increased retention rates and higher recurring, up-sell and cross sell bookings. With numerous years of customer interaction and operational expertise, I can help you identify opportunities and programs to increase.

Burlington MA

• $85M IT software company focused on providing file transfer and network monitoring tools to help make IT easier.EVP – Customer Success and Chief Customer Officer (2017 – 2018)EVP – Customer Satisfaction (2014 – 2017)
• Responsible for all post-sales customer/partner facing organizations including, Education Services, Technical Support, Implementation Services, as well as internal IS/IT and three small business units reporting to the.
• Stabilized three failing business units through a combination of reorganization, outsourcing, and better strategic and tactical planning, resulting in a 5% increase in bookings and revenue, 45% reduction in costs with.
• Tasked to remedy substandard Customer Experience by creating training programs for partners and internal staff combined with quality/quantity metrics through balanced scorecards, technical certifications, and knowledge.
• Company business had been stagnant or declining for four years. Created and implemented a new company strategy to right size the business operations, create efficiencies, and improve overall morale. Initiatives.
• Value proposition to business partners was weak. Created a series of well-defined services and partner certification programs to ensure their success. Consulting contributions grew 100% YOY and the number of customers.

Waltham MA

• $150M ($700M) wholly own subsidiary of Dassault focused on providing simple engineering tools for mechanical design.
• Reporting to the CEO, responsible for all client-facing organizations and business operations including License administration, Customer Center, Manufacturing, Shipping, Education Services, Technical Support, Field and.
• Needed to accelerate growth and revenue. Focused on providing strategic direction and tactical plans to create post-sales support P&L and drive services revenue higher. Grew maintenance revenue from $85M in 2005 to.
• Customer satisfaction was very low for a growing customer base. Implemented more rigorous partner and internal technical support training including several levels of certification. Efforts resulted in an increase of.
• Maintenance rates and revenues were very low and flat YOY. Implemented measurements and feedback loops for customer satisfaction and other strategic metrics as well as a customer health program. This resulted in a 42%.
• Partners were delivering non-uniform support. Implemented a transactional survey mechanism to identify improvement areas. Results showed low satisfaction scores and several key areas for improvement. My team developed.

Waltham, MA

• $80M private software company providing enterprise security software worldwide. Sold to Computer Associates in 2005.Reporting to the CEO, was responsible for post-sales services and associated revenue stream.
• The company had no insight into customers’ success. Created feedback mechanisms to track satisfaction and success. Distributed results and recommended changes throughout Netegrity, leading to many positive innovations.
• Implemented strategic initiatives to improve customer support capabilities and increase associated revenue. Efforts included on demand support, new support levels, a la carte support options, dedicated technical.
• Declining service revenue needed to be halted and reversed. Implemented better efficiencies, new support structure, increased technical training for all of tech support and introduced new services including remote.
• Asia Pacific region had no local support. Researched and selected Malaysia for economic, regional language proficiencies and for most effective cost structure to build APAC office. Increased satisfaction in the region.

Waltham, MA

• $75M software company focused on commerce application engines, application servers and eCommerce software.Reporting to the COO and was responsible for post-sales services and associated revenue stream.
• Post-sales support functions were fragmented and not optimized. Developed management and organizational structure to efficiently drive growth in revenue while reducing costs forming a post-sales service P&L. Reduced.
• Lack of focus or understanding of the ATG customer base was problematic. My team instituted a Customer Care program that provided detailed feedback through surveys, focus groups and customer councils, resulting in a.

Waltham, MA

• $22M ($1.1B) global software company that delivers technology platform and solutions to help companies design, manufacture, operate and service things for a smart, connected world.Reported to the COO and was.
• Hypergrowth caused a strain on support services. Created an effective global management team to build post-sales services and technical support to enhance customer experience and effectiveness. Increased overall.
• Costs for support were expanding at an unsustainable rate. Created and deployed a simple to use self-help system based on information in our internal knowledge center. This online support system won SSPA Star award for.
• Larger customers in specific industries required process related certifications as well as specialized support. My team developed the process and structure to obtained global ISO 9000 certification in less than 12.

Waltham, MA

Natick, MA

Stoughton, MA