Rob Maurice Email & Phone Number

Parker, Colorado, United States

Parker, Colorado, United States

The Customer Experience Manager (CXM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CXM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer’s use of the platform by taking advantage of current & new features. The CXM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.The CXM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer’s industry and use case

Parker, Co.

-Manage post-sales training, implementation, system integrations, and ongoing adoption of LMS. -Create success plans and provide key performance metrics to track progress towards achieving critical department and organizational goals. -Lead Quarterly Business Reviews to assess previous quarter performance, discuss next quarter goals, and ensure alignment with key performance indicators. -Provide strategic consultation through regularly scheduled status calls and ad hoc meetings on the effective implementation of systems integrations, custom portals, custom reports, system upgrades and content development. -Champion customer requests to the product manager and provide business case to convert customer feedback into product requirements-Led the creation of a Virtual Customer Event, including finalizing the event theme, selecting and coaching customer presenters, and ensuring a successful delivery.

Greater Denver Area

-Provided remote client support for a leading global provider of learning management technology.-Achieved 90% retention rate for a portfolio of 30+ clients by cultivating a consultative relationship with each client.-Conducted strategic planning sessions with customers to to determine potential growth and ensure they adopt the right features, in the right way, to meet their organizational objectives.-Increased sales of a $1+ million portfolio by 11% by conducting annual contract reviews to capitalize on growth opportunities.-Exceeded and/or met client goals by partnering with engineering and development teams to define and align system enhancements and features for company’s Exceed LMS platform.-Managed client accounts, communication, and projects in Salesforce.

Golden, Co

-Led four-member team in the design and execution of talent development processes for over 10,000 employees.-Reduced departmental costs by 25% through proactive planning and strategic scheduling of field visits to determine operational gaps and plan training sessions to improve execution in the restaurants. -Secured top talent by partnering with HR to define and align talent development cycle (Hiring, Onboarding, Training, and Performance review) resources to meet staff requirements for restaurants. -Spearheaded a cross-functional team to create and finalize job descriptions and training content for each program for Boston Market University setting the stage for the company turnaround that ultimately led to the growth of the brand and increased profit.-Conceptualized and designed a mentor-based leadership program that reduced time-to-promotion by 28%. -Cut training costs by 18% by purchasing and deploying a Learning Management System to accelerate learning and delivery of training content.

Golden, Co

-Decreased training costs and employee turnover by designing innovative training materials, resources, and delivery methods.-Planned and coordinated executive level training events with the Franklin Covey organization as well as training sessions to help management team to identify and turn around underperforming restaurants.-Tracked and managed various projects to ensure new products contributed to profitability, fit into current operational model, and all procedures were documented properly.

Chicago, Il

-Provided feedback and coaching to a management team in 6-8 restaurants.-Implemented and monitored execution of company training initiatives-Partnered with Vice President of Operations and Area Managers to identify restaurant development needs and conduct targeted training sessions.

Greater Chicago Area

-Executed all aspects of store management including sales growth, profitability, staffing, and training while maintaining low turnover and consistent financial performance.