Richard Stouffer Email & Phone Number

San Francisco Bay Area

Independent management consultancy providing advisory services. Specializing in organization and technology transformation and early stage customer success / professional services strategy and operational excellence. Client portfolio detailed below: A2 Agile Associates, Ooyala, McAfee, Symantec

Richmond, Virginia Area

Assessed and delivered a market readiness assessment to early stage consultancy seeking a strategic partnership with industry leading ERP vendor.

Mountain View, California

Designed, built and managed the Professional Services group within Customer Success. Scaled(150%), trained and mentored the organization, globally, within 8 months, establishing a team infrastructure of operations, solution architecture, project management, technical account management, solution engineering and education services. Developed and implemented standard operating processes and KPI's, group operations, financial management and reporting, implementation methodology, 3rd party offshore training and performance monitoring. Introduced new competencies and service offerings in education services, strategic partner program, managed services. Delivered profitable P&L increasing revenues from $1.5M to $4M and taking margins positive to 17%, both significantly exceeding initial corporate targets. Collaborated extensively with sales and customer success in new client acquisition, product adoption and decreasing churn.

Plano, Tx / Santa Clara

Established the single point of contact supporting the Customer Support business unit to improve the relationship and responsiveness of IT to the businesses technology requirements (post INTEL acquisition of McAfee). Managed the IT resources that supported the daily operations of the portfolio of applications. Lead definition and initiation of $4M portal refresh, managed, negotiated and remediated 3rd party vendor performance and relationship. Rebuilt strained executive relationship between business unit and IT. Supported the internal initiative to align McAfee / INTEL IT strategic goals.

Sunnyvale, California

Established interim role, within IT, as the single point of contact to the Customer Success business unit while Symantec's IT executed an outsourcing transformation, moving all IT services to EDS/HP. Managed and improved the executive relationships, developed 3 year application portfolio roadmap, deployed new HP portfolio mgmt application across IT, lead evaluations and selections of replacements for CRM and Learning management apps and provided oversight of all in-flight projects ($6M).

San Francisco

Managed regional professional service P&L ($18M) - Restructured, trained, mentored and directed 4 directors, 9 PM's and 30 consulting staff in all aspects of the sales and delivery of consulting services. Increased revenues and delivered first profitable revenues in first 12 months with margin improvement from -15% to 18% and ultimately a 20% annual rate. Remediated and improved 'troubled' key accounts. Workbrain was acquired by Infor Global Solutions, Inc. in March 2007.

Cupertino, California

Restructured, scaled and managed all post-sale / customer facing activities in a post acquisition operation. Developed operating process and KPI's for Customer Success, Education Services, Sustaining Engineering, Professional Services and Finance reporting profitable P&L in first 6 months. Trained and mentored a staff of 36, including off-shore development. Developed and implemented implementation methodology, customer success objectives and guidelines, pre-GA product QA, sales deal reviews and formal customer hand offs improving customer retention and product adoption. Knova was acquired by Consona Corporation in 2006.

Pleasanton

Managed $60M professional services business unit providing global consulting services, sales and delivery. Directed and mentored a regionally dispersed team of 5 directors, 24 program managers and 100-200 consultants in support of 30+ complex engagements. Delivered $60M revenues and 36% margin exceeding annual targets. Improved collaboration with license sales, customer success and product development as well as remediating and improving overall customer satisfaction. PeopleSoft was acquired by Oracle in 2005.

Pleasanton, California

Created and scaled the global Customer Success function delivering, in the first 8 months, the adoption of 500+ customers renewing/upgrading their ERP applications. Influenced company's executive staff on cross functional initiatives that increased customer adoption and decreased warranty claims(churn) by 76% ($20M). Hired, trained and mentored 35 global staff on customer retention, escalation management, rapid product adoption, services and product cross selling. Personally responsible for all CEO and executive escalations involving potential litigation. Assisted the Product Strategy group in establishing product advisor counsels providing a forum for obtaining input from key customers and product segments.

Greater San Diego Area

VC backed start up for ERP services for early stage Bio/Pharma companies in San Diego.

San Francisco

Delivered organizational and technology transformation services to Fortune 100 companies across varied vertical industries. Hired, trained and mentored a global staff of consultants delivering $20M in annual revenues. Experience includes a broad mix of technology, management consulting, project leadership, and professional selling experience, focused mainly in the Human Capital space.

San Francisco

Managed large transformation projects and supported new engagement sales pursuits.

Walnut Creek, California

Engineering Director - Hired and directed development staff for the first integrated ERP 1982-1988 Customer Success Director - Led and mentored the national Customer Success team increasing product adoption and post sales customer satisfaction. 1988 - 1990 Professional Services Director - trained consulting staff on new product features and functions and managed product related escalations. 1990 - 1991

San Francisco

Systems engineering developing custom payroll system for State of California. Managed team of 5 engineers in the 24/7 production support and system enhancements.