Robert Dion Email & Phone Number

Customer-centric solutions driver with expertise in managing all aspects of customer success including identifying cross-selling and up-selling opportunities and customer advocacy in the telecom, security, and financial sectors. Adept in managing and mapping customer success activities and supporting client SaaS product launches leveraging a proven record in driving retention, growth, and customer-first results in complex software environments. Expertise in optimizing the customer lifecycle, building relationships, and driving customer success outcomes, while implementing/refining service strategy, and improving customer-facing processes. In my most recent role in financial sector, I was leading customer success management for top Fortune-500 financial firms with ARR> $25 million. I drove contract renewal of > $60 million. My role at Smarsh/Micro Focus/HPE as a Customer Success Director involved being a single point of contact for all customer escalations. I was the customer’s voice within our organization. Identified potential new business working closely with Account Executive and internal teams. Performed analytics on customer issues identifying reoccurring issues working internal for resolution. Led a team of 5 Customer Success Directors and 1 Technical Account Manager supporting Micro Focus’ largest SaaS clients. Help drive change and strategy of the Micro Focus SaaS Customer Success organization. Regularly present to Customer Senior Executive, Operations, Product Management and Engineering teams on product usage, road maps and escalation resolution both on-site and via web sessions. In my role at RSA as a Technical Account Manager, I was the senior customer service representative responsible for ensuring satisfaction. I led technical troubleshooting sessions, documenting solutions for implementation and driving the action plans. I provided project management for internal teams related to customer programs.As part of my role as Customer Relationship Manager/Senior Program Manager at Airwide Solutions, I drive closure on scope of work for complex projects and managed associated risks. Implemented formal change request to existing projects that allows charging for scope changes. As part of my last role at Comverse, I led a Field Services organization of 60 personnel including managers, team leaders, engineers and back-office support functions and was responsible for the budgeting and measuring of field success. Specialties: Customer Relations, SaaS, Security, Compliance, Supervision, eDiscovery, Teams, SharePoint

Listed skills include Project Management, Team Building, Team Leadership, Professional Services, and 31 others.

• 

  Thomas College

  Marketing/Marketing Management, General