Robert A. Westmark Email & Phone Number

After retiring from IBM, I joined Merative (a start Up company) & led the following Client Experience program implementation:• Led the design, testing, implementation and operationalized a brand new Voice of Client (VoC) experience program across client touchpoints.• Negotiated & secured financial funding for a multi year SaaS subscription to support the CX program• Provided project management, requirements & implementation of supporting tools infrastructure• Provided thought leadership & management of Voice of Client experience program• Prepared & delivered NPS performance metrics and KPI progress to CEO / GM Leadership• Collaborated cross-functionally (product management, design, development, marketing, ops, support) & integrated insights into Offering & Product roadmap strategy• Enhanced operational effectiveness & validated new program initiatives• Led exemplary Net Promoter Score, volumes growth & Closed Loop Feedback process execution• Operationalized & transitioned CX program management to product teams designated advocacy leads• Following CX program transition provided sales team with pricing, contracts, terms & conditions, etc

• Led monthly client advocacy program performance meetings with SVP leadership• Strengthened advocacy culture, drive cross-functional team collaboration & program awareness • Transformed & implemented advocacy program improvements & best practices• Performed analysis on customer signals, provide insights & guidance across organization• Built advocacy forums to promote team engagement and knowledge sharing across disciplines • Drove Net Promoter Score growth across all survey touch points & instrumentation methods• Redesigned Closed Loop Feedback process operational support model to drive improvements

• Performed deep dive analysis on Sales transaction client experience, themes & insights• Provided Sales leadership with guidance & recommended action plans for NPS growth• Analyzed data to identify and build root cause assessments on pervasive issues• Developed and provided executive level presentations containing analysis, insights, and data-driven recommendations to improve sales transaction experience

• Led development of SaaS product acceleration process to facilitate offerings on-boardings• Facilitated assessment of product usage tooling to support program integration• Documented billing & invoicing requirements associated with integrating CRM tools

• Led Model Office (SAP HEC) transformation driving process reengineering & preserving customer satisfaction • Project managed offering development teams in support of cross brand solutions• Cultivated relationships & business solutions to global offering managers to simplify processes

• Provided Offering Managers with quote to cash process guidance driving successful GTS services announcements• Assessed & influenced offering attributes, requirements & developed end to end processes to support • Led team discussions resulting in the development of Cloud service offerings end to end processes

• Assessed process requirements, identified automation opportunities & end to end process improvements • Built rapport & collaborated with diverse IBM Business Units and geography Customer Fulfillment teams

• Represented Global Customer Fulfillment processes within integrated product development process • Influenced & negotiated offering attributes, requirements, utilization of standard fulfillment processes

• Managed IBM & vendor employees within the Atlanta Customer Support center Responsible for the largest IBM machine maintenance contracts within the Southeast region• Experienced with short/long term disability cases & performance improvement management processes• Achieved operational metrics, business results, audit compliance, contract registrations/ renewals

• Provided Marketing operations with account support inclusive of pre-sales and post sales support orders and movements, backlog and contract management, billing, invoicing and collections