Scott Rouse Email & Phone Number

Wil, St. Gallen, Ch

As the Global Head of Customer Success at FileWave, I lead a dynamic team focused on driving client value, engagement, and satisfaction. My role involves developing strategies that align customer needs with our product capabilities, ensuring seamless onboarding, adoption, and continuous growth. I oversee a global portfolio, partner cross-functionally to improve the customer journey, and implement best practices to optimize customer experience. My goal is to empower organizations by providing tools and guidance to maximize their IT asset management success.

Boston, Ma, Us

• Led a global (AMER, LATAM, APJ) team responsible for over $1B in annual cloud spend working to ensure the success, retention, and growth of VMware's FinOps Partners.• Owned renewals and expansion with Account Management, Technical Account Management (TAM), and Sales to consistently exceed targets for ARR (125% achievement), logo growth (112% achievement), product adoption, and customer engagement.• Managed the development and execution of a Tech Touch program, resulting in a 300% increase in customer engagement and a 20% reduction in churn without scaling up our team.• Planned and facilitated a multi-day team offsite training and development workshop post-COVID.

Missoula Police Department (MPD) is a community-oriented, professional police agency committed to the highest levels of integrity, respect, and ethics.• Addressed a need in my local community by taking a career break to serve as a full-time Police Officer in Missoula, MT for two years.• De-escalated critical situations with creative problem-solving under extreme pressure using negotiation techniques to protect the lives of all involved parties.• Received over 1,000 hours of POST training as a Certified Montana Peace Officer and completed field training without remediation.

Boston, Ma, Us

Acquia is the open-source digital experience company that empowers the world’s most ambitious brands to embrace innovation and create customer moments that matter. • Built, trained, and managed a global team of more than 40 individual contributors, managers, and directors responsible for more than $200M ARR.• Implemented new Customer Success initiative leveraging Gainsight and Salesforce to measure, analyze, and report account health, playbook progress, and sentiment throughout the Customer Journey resulting in a marked 12% increase in Annually Recurring Revenue (ARR) with similar improvements in Renewal Rates, Customer Satisfaction (CSAT), and Net Promoter Scores (NPS).• Orchestrated the efforts of Technical Account Management (TAM), Sales, Enterprise Account Management (AM/AE), Professional Services (PS), Support, and Finance.

Specialized in web and application design for creative professionals, small- to medium-sized businesses, schools, and non-profit organizations.As a freelancer, I specialized in custom website design including CSS, HTML, PHP, and CMS such as Drupal and WordPress.

I provided technical training in a classroom on a variety of topics including:∙ Adobe software∙ Open Source Content Management Systems such as Drupal∙ Photography

Missoula, Montana, Us

As an Adobe Certified Expert in Photoshop Lightroom, I taught photography and digital workflow in Weekends, Workshops, and Career Training programs.I managed a cross-platform (Mac/PC) network to support the office and educational functionality of the institution. I also provided consultation on developing the curriculum as it related to digital photography and design. I taught and assisted with workshops and career training programs.I spearheaded this company's social media presence and triggered an evaluation of its current electronic marketing effort.

B.A., Recreation - Outdoor Leadership/Education

Recreation - Outdoor Leadership/Education

Certificate In Leading With Finance, Accounting And Finance