Robin Vandeveer

Robin Vandeveer Email and Phone Number

Experienced Leader with focus on driving Operational excellence and ensuring Customer Success in SaaS and Software organizations - Seeking next opportunity, open to work @ Prequel Advisory
Robin Vandeveer's Location
Austin, Texas Metropolitan Area, United States, United States
Robin Vandeveer's Contact Details
About Robin Vandeveer

As a Senior operations leader with 30 years experience in the software industry, including SaaS and On Prem solutions, I am comfortable initiating and leading organizational change, mentoring and coaching team members, applying experience to drive operational excellence, and leading or participating in cross-functional teams. I enjoy helping people, from assisting employees in skill-building and reaching full potential to providing engaging and supportive customer experiences with technology products and services. Through my various experiences I have become an expert at handling challenging and escalated customer issues which I enjoy immensely. I value working for an organization with a strong sense of integrity which individuals who portray and support strong values.My experience includes leading both cost and profit centers, including revenue production over $10M annually. In addition to leading Service, Support, or Customer Success team, my areas of experience also include include Sales Operations, Salesforce.com maintenance and Renewals focus. I've had the opportunity to successfully facilitate relocation of work groups across states and corporate offices on multiple occasions. On multiple occasions, I've successfully launched Customer Experience and Account Management roles to ensure strong customer relations and facilitate renewals discussions.Specialties: Change agent * Operations leadership * Leading cross-functional teams * Collaboration * Customer Success * Services & Support * Net Promoter (NPS) * Customer health measurement * SaaS * Leading remote workforce * Customer service * Process development and improvement. Additional skills: Salesforce.com and ZenDesk administration.

Robin Vandeveer's Current Company Details
Prequel Advisory

Prequel Advisory

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Experienced Leader with focus on driving Operational excellence and ensuring Customer Success in SaaS and Software organizations - Seeking next opportunity, open to work
Robin Vandeveer Work Experience Details
  • Prequel Advisory
    Principal, Customer Operations
    Prequel Advisory Feb 2023 - Present
    Austin, Tx, Us
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  • Vibe Hcm
    President
    Vibe Hcm Jul 2021 - Aug 2022
    Austin, Texas, Us
    Successfully guided the Vibe HCM organization through completion of a Client-Based Acquisition, working closely with acquiring vendor who is leader in the payroll space.Coordinated various steps in the process through joint Steering Committee, pre-planning teams, and ongoing interactions to ensure clients were aware of conversion offer and to ensure transition support was comprehensive and timely. Developed and distributed initial client communications as well as ongoing regular communications to ensure clients understood all aspects of available opportunity.Worked with IT, HR, and Accounting to ensure effective cancellation of vendor contracts, timely employee planning and communications, termination of 401k program, final collections completion, and delivery on forecasted plans and monthly financial reporting.
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  • Vibe Hcm
    Vp Of Client Services
    Vibe Hcm Sep 2018 - Jun 2021
    Austin, Texas, Us
    VibeHCM was a leading enterprise SaaS provider of end to end, HCM software solutions marketed to mid-market firms looking to improve their employee experience through a unified platform. Annual revenues exceeded $20.0 million.Constructed Vibe HCM's end-to-end professional services, support, customer success and payroll operations serving over 200 customers and processing $5B in payroll annually.Drove Professional Services client implementation in decreasing project hours by 30% and cut time to revenue in half through creating a best practice delivery model.Launched Customer Success Management initiative and increased visibility to customer satisfaction with a series of investments including executive sponsorship, customer data and technology taskforce to improve customer health by 40%. Implemented both Net Promoter (NPS) and transactional Customer Satisfaction surveys for transactional services, and related practices to utilize data and drive improvements.Designed client segmentation-based support model to achieve a ticket volume reduction of 20% and reduce response time by 15%. Guided support team through improvements in ticket tracking, related reporting, and engaging cross-functionally to drive product improvement.Led payroll operations, compliance and support through unique demands created by a global pandemic hitting at the heart of workforce demands in an unprecedented environment. Responded with rapid system changes while launching a customer communication portal to enhance client experience.Participated in executive level leadership through goal setting, leading services team to meet commitments, and managing client attrition and retention.
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  • Givegab, Inc.
    Vp Of Account Management / General Manager (Austin)
    Givegab, Inc. Jan 2018 - Aug 2018
    Ithaca, New York, Us
    GiveGab is a SaaS fundraising platform providing Giving Day and year-round fundraising solutions with an annual revenue of $8M.Led post acquisition integration and consolidation efforts including coordination, weekly tracking session, and more following GiveGab's acquisition of Kimbia Inc. Supported customer retention and acquisition leading to GiveGab's over 400% revenue growth YOY. Responsible for client messaging post-acquisition and ongoing to ensure ease of transition to new company, support team, and product updates. Teamed with key sales rep and CEO to ensure Giving Day customers were successfully transitioned across product lines as they renewed agreements with GiveGab post-acquisition. Resulted in 99% Giving Day client renewal while client's shifted product platforms. Continued involvement with key clients using everyday giving functions to ensure product, service and support needs were met for former Kimbia product line.Led the GiveGab sales team, contract process and collections through contract revisions and updates, creation, pricing review and modifications, process improvement, and customer communication and follow-up. Implemented Salesforce opportunity tracking process and related management practices with the merged sales team.Supported the Austin office and former Kimbia personnel through transitioning to temporary office and later to work-from-home status including office and system shutdown, facilities, and communication, following the acquisition.
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  • Kimbia
    Vp Of Account Management
    Kimbia Nov 2016 - Jan 2018
    Ithaca, New York, Us
    Kimbia was a fundraising software platform for Community Foundations and Non-profit Organizations delivered as SaaS with annual revenue of $5.7 million. Purchased by GiveGab February, 2018.Pleased to help leadership team in support of the sale to GiveGab. Remained with GiveGab post acquisition to lead the client and team member transition and consolidation process. Prior to the exit, performed many functions at Kimbia to contribute to the success of the company as well as lead to this exit.Integrated previous service and support leadership experience with a passion for helping customers to lead efforts of account retention, customer engagement, and existing account renewals and growth resulting in 90% client renewal. Implemented customer check-ins and NPS. Improved ongoing customer relationship management and data tracking.Drove Sales Operations through Salesforce.com configuration and reporting, Deal Desk management, and coordinating budget and renewal opportunities. Implemented sales rep coaching focused on existing clients and renewals. Drove MSA, SOW, and TOS review and revisions for greater standardization. Led effort to renew 90% of clients on new, standard agreements for ease of management and ensuring standard terms and replacement of stale contracts with updated and consistent terms of service.Evaluated internal systems and processes in an effort to move to the next level. Acted as champion, driver and coordinator for system and data review and update efforts.Assisted with data gathering and summarization for acquisition tasks. Worked with acquiring team to help communicate to customers and employees and initiate a transition rollout.
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  • Peopleadmin
    Customer Success & Support Sr. Director
    Peopleadmin Apr 2011 - Jul 2016
    Folsom, California, Us
    HCM Talent Management Software for Higher Education delivered as SaaS with annual revenue of $23.0 million. Purchased by Vista Partners, April 2014.Responsible for leading a multi-campus team of 35 technical services professionals supporting PeopleAdmin's suite of products and services. Provided thought leadership to the strategic direction of the team. Achieved 85% support margin while integrating three acquisitions into a consolidated support team. Increased visibility to customer satisfaction issues by implementing transactional CSAT and Net Promoter (NPS) survey processes. Ensured stellar customer satisfaction by driving CSAT to 95% for customer support interactions. Identified key issues and obstacles, proposed and implemented solutions to increase efficiency and effectiveness of internal processes and provided feedback on how to improve the overall customer experience.-- Managed change from regional to product related teams and added Level 2 function within support. -- Developed and implemented internal case review process. -- Established initial Customer Experience team including developing initial process, staffing team, and educating company personnel on the focus of customer relationship centered business.-- Drove development of, and implemented Customer Health SOP including data collection in Salesforce.com and cross-functional review of At Risk customers. -- Collaborated with Product Management to build product feedback loop and prioritization tool driving engineering product improvements which led to improved client product satisfaction.Implemented and administered multiple technologies:-- ZenDesk - replaced existing Salesforce-- Salesforce.com - cross-functional upgrade; included designing support module and aligning with integration to Marketo and ClickTools-- FUZE/Thinking Phone system - routing inbound support requests
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  • Compasslearning
    Customer Service Vice President
    Compasslearning 2008 - Mar 2010
    Austin, Texas, Us
    Online Learning Software for K-12 delivered as either SaaS or on-premise solution with annual revenue of $50.0 million.Drove multi-million dollar training delivery and service renewals for leading educational software company by leading a combined team of 120 Austin-based and geographically dispersed team members delivering on-site and remote support, on-site training and renewals planning to a combination of SaaS and on-premise software clients.Spearheaded product training, product installation, technical service and support, and renewal service agreement procurement. Continued focus on process improvement to increase savings, drive revenue growth and improve customer satisfaction. Achieved 11% revenue growth YOY for Professional Development on-site training services. Development and implemented strategy to improve service and decrease costs $1.5M annually by replacing regional support with centralized national support model within two-month period. Achieved on-time, successful on-premise product installations/updates resulting in 90% CSAT rating.Coordinated cross-functionally with Marketing, Product Development, Curriculum Architects, Contract Management and customers to ensure streamlined processes, high quality service interactions and product updates to meet the needs of students and end users, driving increase in customer satisfaction YOY from 82% to 90%.
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  • Compasslearning
    Professional Development Vice President
    Compasslearning 2007 - 2008
    Austin, Texas, Us
    Led training delivery organization of 65 geographically dispersed personnel while achieving annual revenue targets and increasing organizational profit margin from 25% to 29% within 18 months. While overseeing this multi-million dollar training organization, I implemented standard processes allowing recognition of $1M outstanding deferred revenue while driving national customer satisfaction rating to 3.7 out of 4.0. Developed and implemented processes for ensuring timely training delivery, contract extension planning, customer communication, and revenue recognition within contractual period. Instrumental in design for customer revenue and delivery tracking tool.This team was responsible for customer facing training and classroom integration instruction throughout the US.
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  • Compasslearning
    Customer Support Director
    Compasslearning 1997 - Oct 2007
    Austin, Texas, Us
    Led team of 15 responsible for all customer support for SaaS and On Premise software solution, and product installation scheduling nationally for On Premise clients. Interfaced with Development and Marketing to ensure customer defects and change requests were appropriately represented in planning and development cycles. Edited and published customer service online newsletter. Instrumental in customization and implementation of Salesforce.com as replacement customer ticketing system and customer portal and knowledgebase simultaneous with relocation efforts.-- Drove delivery of excellent customer service, resulting in rating of 4.5 out of 5.0 for four plus years.-- Developed and implemented strategy for increased customer satisfaction and $400K annual cost savings by integrating dispatch process into Customer Support call center processes.-- Primarily responsible for successful relocation of service organization from San Diego, CA to Austin, TX within three months. Established transition plan and timeline. Staffed and established three departments. Directed product training. continued leading original San Diego team, avoiding drop in customer satisfaction during transition.
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  • Compasslearning
    Dispatch And Escalation Manager
    Compasslearning 1995 - 1997
    Austin, Texas, Us
    Established department to administer technician dispatching in replacement of Utah department shutdown. Handled staffing new team, transition of all ongoing work and drove training and process improvement with new team. Managed six direct reports responsible for coordinating with field-based technical personnel and scheduling all on-site customer visits.
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  • Compasslearning
    Technical Support Manager
    Compasslearning 1994 - 1995
    Austin, Texas, Us
    Launched new Tier 2 service organization to support new educational software product line. Managed eight direct reports. Ensured quality service interactions through call monitoring, employee coaching and handling escalated customer issues.
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  • Jostens Learning
    Product Support Supervisor
    Jostens Learning Apr 1990 - 1994
    Minneapolis, Minnesota, Us
    Managed team of 10 directly responsible for ensuring customer satisfaction. Reported/tracked product defects, keystroked documents, communicated hardware and product information to 1st level representatives and customers. Managed customer satisfaction issues and critical accounts through to resolution. Provided second level support.Product Support Tech 1990 - 1992 prior to promotion.
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  • May Department Stores
    Domestics Department Manager
    May Department Stores Sep 1985 - Apr 1990
    St Louis, Missouri, Us
    Managed team of 7 directly responsible for ensuring customer satisfaction and product sales. Tracked department and individual team member sales, managed product presentation and stocking, completed inventory preparation and completion, and served as Executive on Duty for customer satisfaction issues throughout the store. Prior to Domestics Department position, served for 18 months as store Staffing Administrator.
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Robin Vandeveer Skills

Salesforce.com Cross Functional Team Leadership Customer Service Crm Leadership Process Improvement Management Training Customer Experience Saas Strategy Product Management Call Center Call Centers Mentoring Customer Relationship Management Software As A Service Integration Project Management Technical Support Enterprise Software Team Building Account Management Marketing Start Ups Cloud Computing Strategic Planning Product Marketing Customer Satisfaction Business Process Product Development Human Resources Staff Development Project Planning Sales Business Process Improvement Salesforce.com Administration Team Leadership Change Management Business Analysis

Robin Vandeveer Education Details

  • Point Loma Nazarene University
    Point Loma Nazarene University
    Business Administration

Frequently Asked Questions about Robin Vandeveer

What company does Robin Vandeveer work for?

Robin Vandeveer works for Prequel Advisory

What is Robin Vandeveer's role at the current company?

Robin Vandeveer's current role is Experienced Leader with focus on driving Operational excellence and ensuring Customer Success in SaaS and Software organizations - Seeking next opportunity, open to work.

What is Robin Vandeveer's email address?

Robin Vandeveer's email address is rv****@****uto.com

What is Robin Vandeveer's direct phone number?

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What schools did Robin Vandeveer attend?

Robin Vandeveer attended Point Loma Nazarene University.

What skills is Robin Vandeveer known for?

Robin Vandeveer has skills like Salesforce.com, Cross Functional Team Leadership, Customer Service, Crm, Leadership, Process Improvement, Management, Training, Customer Experience, Saas, Strategy, Product Management.

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