Steve Gordon Email & Phone Number

*11 direct reports*Team MRR in 2024 tracking at 116%*Team MRR in 2023 at 112% (including inherited Q1 2023 churn)*Increased team upsell by 78% 2023 compared to 2022

San Francisco Bay Area

*Manage Tuition.io's enterprise/Fortune 500 relationships*100% renewal rate*140+% NRR*Migrated day to day operations from ad hoc spreadsheets/Google into Salesforce

San Francisco Bay Area

- Primarily manage the development and implementation process for new and renewing complex large to very large groups enrolling in Blue Shield of California healthcare plans. - Duties include creation of program plans coordinating client-owned project tracks and BSC-owned project tracks, and leadership of departmental or cross-functional teams focused on delivery of new or existing programs. - Developed requirements, implemented, and trained internal teams on project tracking solutions that directly or impacted hundreds of team members on a day to day basis- Coordinates activities across departments to ensure completion of complex group implementation programs on schedule and within budget.- Responsible for assembling a program team, assigning and monitoring work of team members and providing guidance and leadership.

San Francisco Bay Area

- Directly responsible for the company's day to day operations, client success, and support functions- Oversee the entire client experience post-sale, from initial contact to the start of ticketing services- Managed all go-to-market operations, supporting 25,000+ tickets sold during our 3 month launch period- Developed the operations, client success, and support processes to prepare both for our October 2016 launch and for scaling to projected future growth- Worked extensively with our development team to design a stable, go to market product

San Francisco

- Directly manage PresenceLearning's nationwide client implementation team, successfully completing over 350 onsite and remote implementations in FY16- Interim manager of PresenceLearning's Customer Service team, reworking existing manual processes to create a more automated, agile, and rapid response team- Work hand-in-hand with Client Success Managers on a daily basis to develop courses of action for existing client issues or plan the introduction of new services as required- Communicate across departments to ensure timely implementation of services and workflows

Sacramento, California Area

- Examined customers’ existing business practices at a detailed level and educated customers on the value of POS Portal’s modified Salesforce solution as compared to existing practices.- Retained 96% of existing clients YOY through quarterly or semiannual reviews as necessary.- Identified consulting opportunities to further drive value to the customer through process redesign or change management.- Responsible for the creation of individual Statements of Work, and established deliverables for the customer through workflow discussions with the internal implementations team.- Collaborated on the response to formal RFP’s.

San Francisco Bay Area

- Responsible for managing between 10-15 projects of different size, scope, and complexity simultaneously.- Oversee projects from kickoff to completion, including the implementation of changes in project scope, client expectations, and managing cross-functional team members around the globe.- Experience with CRM and ERP systems on a daily basis, primarily with Salesforce and NetSuite- Qualitative and quantitative knowledge of several different industries and business models- Additional responsibilities include scoping out new work, handling support cases, and the interviewing of candidates