Scott Lear Email & Phone Number

Milwaukee, Wi, Us

Milwaukee, Wi, Us

Worked with the Professional Services Team to improve billable utilization; introduce backlog forecasting to help the organization anticipate future revenues and resourcing needs; and introduced new PS package and SOW language to better control go-live dates and drive revenue. Operationalized a new Customer engagement and tiering model to set expectations and guidelines based on customer segment. Enhanced focus of Customer Support Engineers to address timely ticket resolution and shrinking of ticket queues. Introduced a daily standup with the engineering teams to assist with critical tickets requiring immediate assistance and help. Improved integrity and confidence of data leveraged for corporate management through streamlining the integration between tools and establishing operational guidelines. Organized annual Customer user conference. Bringing together customers from around the country to network and learn more about new and existing solution functionality.

Atlanta, Georgia, Us

Led 130+ Customer Success and Operations professionals located in 13 countries, supporting, and advocating for customers around the globe. Integrated several teams to drive consistent experience, addressing operational challenges and proactive engagement with customers. Built new leadership team; documented roles to create career paths, established expectations, and aligned team by market segment and region.Improved customer satisfaction and retention, helping improvement of NPS scores from 14 to 29 YoY, by proactively working with other leaders and cross-functional teams to bring awareness of specific customer concerns / trends and needed improvements in delivery and responsiveness.

Atlanta, Georgia, Us

Headed design and launch of multi-industry, enterprise-wide process providing a platform to validate complex / unique customer requirements during sales cycle. Owned other special initiatives to help drive operational excellence within the Professional Services division.Built and launched the Solution Assurance process within 6 months by working closely with cross-industry / functional teams. Dedicated team directed and governed process end-to-end.Developed monthly reporting cadence, including KPIs, by industry, giving executives visibility to deals flowing through the process. Transparency provided focus to drive adoption and growth of program.Established and owned a governance program for the methodology used by program / project managers. Providing awareness and consistency in how customer projects were to be managed. Narrowed global Professional Services (PS) testing lab footprint by 30%, saving real estate expense by leveraging regional centers of excellence and virtualization technologies.Drove the product launch process within PS, ensuring new solutions being delivered were market-ready through cross-functional team engagement during development cycle, performing integrated testing, and creating transparency on critical gaps.

Jacksonville, Fl, Us

Led team of approximately 300+ project / program managers, conversion analysts, and programmer professionals to integrate banking customers into CORE (IBS), Teller and Personal Banking, and Digital Banking platforms. Projects ranged from small to large (over 20K+ hours). In addition, was considered part of division’s leadership team helping form and support the strategic direction. Drove initiatives to resolve / remove internal barriers, improving handoffs of project-related information and project efficiency up to 10%.Kept team focused on delivering project owned deliverables on-track with no missed deadlines, using well-developed process to identify and mitigate risks and gaps early, including conducting executive steering meetings on larger projects.Improved efficiency and margin (up to 30%) on new product implementations after conducting top-down review with product development and sales teams, uncovering / fixing quality assurance issues and recalibrated pricing to be more competitive.

Jacksonville, Fl, Us

Oversaw team supporting all contracted solutions for banking clients of various sizes, partnering with Strategic Account Manager to form the customer’s relationship team. Matured team focus to be more proactive with customers, reviewing KPIs, and addressing areas of concern, building satisfaction. The team also acted as an escalation point for customers.Collaborated with leaders to refine and define CSM role to better establish expectations, helping sell team value when company was acquired. Preserved 100% of team post-company acquisition.Partnered and helped facilitate several Customer Advisory Groups, meeting frequently to review strategic product investment / direction, providing customers visibility and input into where company should make strategic solution investments.