Seth Greeno Email & Phone Number

Sunnyvale, California, Us

Deliver World-Class Customer Service:- Successfully managed a project portfolio consisting of multiple Fortune 100 customers with median account value of more than $3M.- Maintained a business NPS of +80 over two years of product implementation projects for Strategic Accounts- Directed the day-to-day activities of a team of Professional Services Consultants resulting in a Consultant NPS of +90 since Q1 2018- Decreased new project time-to-start by 64% (30 days to 11 days) resulting in faster time-to-value for customersImprove Organizational Programs:- Created a Professional Services specific RFP response repository resulting in quicker turnaround and more consistent responses.- Developed the process for creating new Virtual Practices including; developing best practices for new product deployment, deployment readiness assessments, team training, and KPI tracking.- Hand-selected to improve performance of the Archiving and Compliance Professional Services division; re-structured the organization for better Sales support, redefined KPIs, and re-engineered process for better efficiency and communication.Client Escalation Management: - Directly responsible for the turnaround of multiple at-risk accounts through high-touch, prescriptive project and personnel management. - Key contributor to winning new business by working closely with Sales and ensuring timely and proper resource assignments before contract completion.

Sunnyvale, California, Us

Hand-selected to direct the strategic creation and growth of new Professional Services department including inthinc’s Account Implementation, Project Management, Training and Development, and Field Services teams. Report to Vice President of Operations, directed three Managers supporting global client relations and managed a 26-member team.Facilitated Creation of Professional Services Department: - Designed and documented first-ever Standard Operating Procedures supporting the new account implementation process for SHaaS delivery. - Built scalable Professional Services team.- Developed project performance, risk tracking and reporting tools.- Influenced and planned new Regional Field Service Model resulting in a 36% decrease in costs associated with repair service orders. Streamlined Client Services Process: - Decreased implementation duration from +150 days to less than 90 days by eliminating unnecessary process tasks. - Designed and coordinated the development of the company’s on-line end user training program.- Established extensive North American installation network resulting in a 25% decrease in service response time.Margin/Revenue Management and Growth:- Created P&L tracking system for the Field Services department resulting in ability to track weekly labor and T&E costs compared to budget. - Implemented new Field Services billing process, leading to an 86% increase in total number of work orders billed.

Copenhagen, Valby, Dk

Directed cross-functional global teams consisting of project coordinators, buyers, engineers, and sales through all phases of project management. Served as primary customer contact from sales handover through equipment commissioning. Managed project portfolio valued at over $35M.Delivered Exceptional Project Results: - Prepared and executed robust project plans that resulted in 100% on-time delivery for originally assigned projects.- Influenced and designed fabricators’ work flow and resource planning to improve efficiencies and ultimately increased customer satisfaction.- Improved or maintained margin on all originally assigned projects. Half of all assigned project margins increased by an average of 18%. - At Senior Management’s request, managed ailing projects to identify and reverse negative trends. Improved delivery, margins, and customer relations

New York, Ny, Us

Held pivotal role within Modification, Repair, and Overhaul division, which fixes 3000 faulty high-tech machinery and devices for L3 clients each year. Prepared and managed departmental annual budget of over $4M. Managed a program portfolio valued at $268.8M. Won Gold Achievement Award two consecutive years for significant contributions to company.Designed and Implemented Innovated Process Improvement Strategies:- Reduced repair turnaround time 14% by identifying critical bottleneck in multi-step receive, repair, and delivery process. - Redesigned repair process, increasing on-time delivery 8 points to 86%, elevating weekly throughput 66%, and driving up returns processed annually by 31%–all without significantly increasing overhead or associated costs.- Instituted first-ever paperless tracking system for product repairs; avoided potential loss of unique paper tracking packets and enabled redeployment of 1 FTE to more effective role.Established and Motivated High-Performing Team: - Directed and managed project managers, production planners, process engineers, inspectors, and assemblers, including 27 direct reports. - Established and managed key performance indicators (KPIs) for project planners, highlighting their successes with a scorecard matched with weekly goals and project manager KPIs.- Identified high-potential employees and redeployed team into effective roles while establishing career pathing strategies that motivated and measured each according to individually established KPIs.

Deerfield, Illinois, Us

Promoted to senior role within 6 months. Directed busy center in highly regulated industry. Directed staff of >40 health care professionals. Areas of oversight included personnel management, supply chain management, budgeting, forecasting, P&L, and more, all the while leading acceptance, preparation, and transmittal of high quality blood products.Drove Business Growth: Employed external marketing campaigns and unique customer service strategies to promote center growth.- Increased client retention (repeat donations) from 79% to 90.- Improved average weekly donations by 100%.- Nearly doubled site sales to $5.4M annuallyNew Process Creation and Execution: Incorporated strategies from Six Sigma, Lean Manufacturing, and Theory of Constraints to reduce throughput times from 95 minutes to 79 minutes.Improved Operations Excellence:- Oversaw biannual corporate audits; improved operations and so raised scores historically 2 or lower (scale of 1–3, with internal gradations) to overall score of 3 by second random and unannounced audit.- Site recognized as center of excellence. Won Operations Excellence Award by meeting a variety of metrics plus exceeding expectations during audits, adhering to budgets, and demonstrating growth.

Master'S Degree, Business Administration And Management, General

Bachelor Of Science (Bs), Aviation/Airway Management And Operations