Stephen Coleman Email & Phone Number

Vancouver, Bc, Ca

Remote

Remote

Skyvera (formerly ZephyrTel) is part of ESW Capital, a private holding company that acquires and optimizes SaaS companies. • Built and managed the Sales Operations group, reporting directly to the COO. Responsible for Renewals, Pricing, Proposals, Orders to Cash processes; Forecasting; SalesForce & NetSuite ownership; and Partner/Reseller management.• Onboarded 10 acquisitions. Work involved adapting legacy pricing to a subscription model, contract assignments, and managing migrations to SalesForce.• Oversaw the Global Sales team for a 9-month period due to Sales SVP vacancy.

Vancouver, Toronto, London, Sydney

Promoted to lead the global Customer Success team of 20 across 5 offices (Vancouver, Toronto, London, Sydney, Bangalore). Centralized and streamlined the Service Model/playbook for Customer Success to ensure profitability. Managed the CX Insights Services Team.

Vancouver, Toronto, Sydney

Responsible for Customer Success for the North America and Asia-Pacific regions, comprising two-thirds of company revenue.• Direct Manager for 10 Customer Success Managers, Project Managers, and Business Analysts.• Resource forecasting and recruiting, revenue forecasting, deal review ownership. • Metrics: Renewals 95%; CSAT 95%; Upsell 25%. • Integrated SalesForce to manage all CS activities.• Asia-Pacific region added in 2011 with expansion into Australia, NZ, Singapore, and Malaysia.

Vancouver, Bc; London, Uk

ResponseTek was a Customer Experience SaaS application in startup mode when I joined as a Senior Account Manager. Key functions:• Implementations - Overall project management from Design through to User Acceptance and Launch.• Customer Success - Renewals (95%), Customer Satisfaction (90%), and Upsell (20% annual).• Analytical Services - Presented Insight Reports for client leadership teams based on CX data, in excess of 20 such presentations annually.• Process Ownership - Development of scalable processes to position our startup for growth.2006 saw a transfer to ResponseTek’s London office to set up a Project Management office for the expanding region. Clients included major UK brands such as HSBC. MBNA, and lastminute.com.

Vancouver, British Columbia, Canada

With Tourism BC (now Destination BC) I provided implementation planning services for an enhanced Destination Management system. Activities included workshop facilitation, business requirements documentation, ROI analysis, and creating project plans.

Vancouver, British Columbia, Canada

For my first foray into the startup world, I led Sales and Marketing for this SaaS project management application. Much like 90% of startups, Projux is no longer in business.

With Sierra Systems (now NTT Data) I worked on a variety of strategic IT consulting projects.• Business process re-engineering to implement a customer billing system for a major utility, including on-site training of over 75 Call Centre staff.• Wrote business cases to outsource billing & call centre services for utility clients. • Prototyped a Workforce Management (WFM) system for a government ministry. • Project Management of a Process Re-engineering initiative for an emergency response call centre.• Project Management of a Facilities Management System implementation.

Vancouver, British Columbia, Canada

This MBA Internship focussed on helping BC Gas (now FortisBC) prioritize strategic IT investments for the Energy Delivery Services group.• Wrote business cases for IT initiatives.• Implemented an extranet site for industrial commodity services customers to view energy prices and forecasts.

North Vancouver, British Columbia, Canada

For over 3 years I spent summers in the field working on environment consulting projects for the forestry, oil sands, and mining industries, while in the off-season my time was dedicated to generating new business by managing RFP’s and marketing materials, all while coordinating a team of 4 Project Biologists.EVS Environment Consultants (direct employer) was subsequently acquired by Golder Associates.

Mba, Business

B.Sc., Biology, Honours