Rick Davis Email & Phone Number

Newcastle Upon Tyne, Gb

Responsible for leading the North American (NA) Customer Support and Services organization comprised of a team of over 300 Sage NA and BPO colleagues, supporting over 250K active customers spanning the small, medium, and enterprise market. Lead the NA Customer Experience team focused on delivering and improving customer experiences through deep analysis of customer feedback, improving customer retention rates and Net Promoter Scores.

Newcastle Upon Tyne, Gb

Lead North American Learning Services organization responsible for the development and delivery of customer, partner and colleague training offerings. Develop and execute business strategies to meet financial targets by improving training offerings and increasing adoption. Collaborate with other global regional learning services leaders to define and develop consistent operational business processes and procedures. Lead North American support services across multiple customer and partner support disciplines. Develop and execute business strategies aimed at increasing customer satisfaction, support analyst efficiency, self-service adoption, and overall operational and financial goals for both North American and Global products.

Newcastle Upon Tyne, Gb

Responsible for the leadership of Product Management and Product Marketing for the Value Business Unit, a portfolio of nine accounting, time tracking and budgeting product lines for the small and mid-size market representing $40 million in revenue and an EBITA of 44%. Develop short and long term product strategies to include investment and divestiture decisions and managing the execution of these product strategies. Focus on exceeding revenue targets by delivering on-time annual customer data driven product releases and providing supplemental products and services to an extensive and active customer and partner base.

Newcastle Upon Tyne, Gb

Responsible for developing marketing strategy for the customer base of seven product lines within Sage Software. Accountable for achieving aggressive revenue targets by developing and implementing marketing programs that maximize business results. Responsible for contributing analytical insight, participating in business goals development, and managing all aspects of marketing program implementation, performance monitoring, and business metrics reporting.Responsible for analyzing, understanding, and driving customer loyalty across the various product lines.

Newcastle Upon Tyne, Gb

Responsible for the local and remote management and direction of 2 high volume fee based technical call centers, supporting over 40,000 customers and Business Partners. Emphasis on Customer Satisfaction, Employee Productivity, and Financial results.

Responsible for leading and directing the activities of the IT Help Desk, Application Support Group, and Teligent’s Change Control board.

San Jose, California, Us

As a Technical Management Consultant I was responsible for the planning, installation and management of enterprise-wide software implementations at multiple Federal Government client sites. I provided technical leadership, consulting, and project coordination. I researched and developed the architectural design to guide software installation, and coordinated task delivery throughout all implementation life-cycle phases. I provided supervision and management for members of the project team and provided an interface and status to the customers' project management and executive staff. In addition, I worked as a Pre-Sales Engineer providing sales assistance to the account executives when promoting leading-edge technology products. I handled the preparation of proposals, created written presentations and participated in the introduction of solutions to each prospect and/or existing client.

Us

At Cheyenne Software I managed the daily operations of a high volume Call Center providing post-sales technical support to customers on a worldwide basis. In addition, I managed the On-Line Services Support Center responsible for providing electronic support. Instrumental in the planning and development of new policies and procedures needed to grow the department from 25 – 150 staff members.

B.B.A., Management

M.B.A., Management Information Systems