Scott Pahl Email & Phone Number

Bellevue, Washington, United States

Bellevue Washington

Bellevue Washington

Hillsboro Oregon

Responsible for ensuring the experience of the legacy Serena Customers was excellent to sustain high renewal rates during the transition to Micro Focus.- Directed a team of over 35 across three product portfolios during the transition from Serena to Micro Focus.- Maintained over 95% satisfaction through the transition, maintaining high renewal rates.- Oversaw the support team responsible for the migration from the Serena technology stack to the Micro Focus stack, with an achieved goal of reducing customer impact.- Spearheaded the Federal User Group driving content, presenters, customer participation, and event coordination resulting in numerous large new sales.

Hillsboro Oregon

As a key member of the worldwide support management team ensured our worldwide organization was equipped to provide solutions for the success of our customers.- Transformed the support offering for a struggling team (PPM Tool) and built out a new team to support the first SaaS platform at Serena (Agile on Demand).- Business stakeholder and operations team leader for CRM migration from Clarify to MS Dynamics reducing maintenance costs and improving the efficiency of the team.- Established a new team to support ITIL product offering for Service Management and worked with the field to capitalize on this new market resulting in increased sales.- Modernized online community onto a new platform, added customer voting, certifications, videos, and blogs, increasing traffic to the community by over 100%, improving the customers online experience, and deflecting calls to the support team.- Managed the Serena xChange Worldwide User Conferences driving track content, ensuring customer presenters were prepared and owned onsite support services receiving excellent satisfaction ratings and driving multiple large new product sales.

Hillsboro Oregon

An integral member of the support leadership team enabling people, processes, and tools to deliver a superior customer experience, resulting in high customer retention and expansion rates.- Guided teams supporting established\mature products, frontline teams, and backline teams, with improved SLA’s and customer satisfaction on each team.- Cultivated the relationships with Engineering and Product Management improving communication, ensuring the voice of the customer was heard, resulting in improved product satisfaction with increased customer retention rates.- Rolled out an online community giving customers area to collaborate with peers resulting in increased customer satisfaction and increased call avoidance.- Remotely managed APAC support organization and mentored team lead reducing the need for outside region assistance.- Oversaw multiple support system projects to improve the customer experience including support portal design\optimization, KMS implementation, and community platform design\implementation, achieving 30% shift to electronically submitted cases.

Melbourne, Australia

Relocated to Melbourne Australia to strengthen APAC presence to support a 24\7 support model for Merant. - Defined and delivered 24\7 follow the sun support model.- Hired and mentored 8 Support Representatives.- Collaborated with the worldwide support team on technical issues for products across the ADLM spectrum.- Awarded the Worldwide Support Representative of the year in 2002 (Out of 70 reps).

Beaverton Oregon

Tracker technical lead responsible for all high priority escalations with our biggest clients. I worked with development to ensure the voice of the customers was heard, and with the support team to ensure we were ready to support the customer.- Responsible for reducing length and quantity of cases, reported status directly to the VP Support.- Numerous on-site, revenue generating, consulting engagements.- Delivered formal training on-site covering product and general software configuration management.