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 and Enrollment, Scheduling and Academics, Classroom Tools/LMS, Business Office, Advancement, Alumni Relations, Communications, Athletics, Boarding, Health, Calendaring, Resource Management, After School and Summer Programs, HR, Transportation and More. Veracross provides one streamlined approach to data management for your entire school.

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 your customers' success and drive higher recurring revenue and follow-on sales.

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 CEO.● 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 a 40% improvement in margins.● 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 centric support approach. Increased customer satisfaction by nearly 20%.● 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 included new internal training programs, employee feedback processes, and new organizational structures. Results included increased revenue, a positive margin, and improved employee satisfaction. ● 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 effectively trained increased by three times.● Poor partner support was an issue across all organizations in Europe. Created and implemented plan to identify and set up a Center of Excellence (COE) in the region with a reasonable cost structure and appropriately skilled employees. Successfully grew the Galway, IE office from 0 to 14 employees in six months.

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 Implementation Services, and Subscription Service.● 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 over $400M by 2014. ● 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 over 30% for customer satisfaction for over 200,000 customers.● 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% increase in renewal rates and an increase of maintenance revenue from $80M to $400M in eight years.● 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 and implemented several strategies to address these across the company, resulting in a 10% increase in customer satisfaction in the first year alone.● Support and customer care costs were growing at an alarming rate. I was charged with reducing those costs while increasing overall effectiveness and customer/partner satisfaction. Developed a sophisticated online support and information center for partners and customers. Reduced overall spend more than 20% in the first two years.

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 and helped increase customer satisfaction by more than 35%.● 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 resources and a customer care program that resulted in a 40% increase in service revenue.● 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 consulting and web based training. All combined to provide overall increase of customer satisfaction by 35+%.● 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 by more than 20% in the first year alone.

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 organizational costs and drove an increase in profit margin by 25% in the first two years.● 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 28% increase in total customer satisfaction with these programs providing feedback to all organizations in ATG.

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 responsible for post-sales services and associated revenue stream.● 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 satisfaction by over 30% while expanding the organization to nearly 400 people and increased maintenance revenue from $12M to over $500M in 10 years.● 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 best online support in 2000 and helped reduce costs by nearly 50% of projected spend.● 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 months. In addition, we built new support offerings that supplied a higher degree of assistance and drove more post-sales revenue from those customers.

Waltham, Ma

Natick, Ma

Stoughton, Ma