Stephen is an experienced and certified Senior Customer Success Manager with Flock Safety, who has a mission of eliminating crime through the use of technology. Stephen came to Flock Safety after retiring as a veteran Law Enforcement leader. He has a proven track record of leadership with the ability to build and maintain relationships, internally and externally. He has experience in Customer Success Operations in a high-growth startup technology company which has given him a deep understanding of SaaS/subscription business models and customer success best practices which allowed him to grow his book of business from $1.2mil to $7.5mil with 150+ accounts in addition to raising his markets NPS from 72% to 91%.He has experience working with Customer Success technology such as Salesforce, Gainsight, Gong, and Hubspot. Additionally, he has strong analytical skills with the ability to leverage customer data and feedback to identify trends using his familiarity with metrics and KPIs, such as NRR, GRR, NPS, CSAT, Churn, and LTV.He has excellent communication and collaboration skills to work efficiently with cross-functional teams and stakeholders, as well as proven experience in managing and developing teams of professionals. He has strong project management skills and is a highly adaptable individual which allows him to prioritize, multitask, and manage multiple initiatives in a fast-paced environment. He is able to embrace change and is comfortable with de-escalation management and navigating crucial conversations with a solutions-oriented mindset. Stephen is additionally passionate about innovation and staying up to date with the latest trends and developments in his various areas of expertise. He is also experienced in most facets of law enforcement and Corporate Security, with specialized training in areas such as executive leadership, budget planning, training and development, public information and media relations, event security, police technology, and IT management.He's been decorated with awards for his accomplishments in both the public and private sectors.His posts, comments, and opinions are his own and not those of his employers
Listed skills include Crime Prevention, Patrol, Police, Criminal Investigations, and 46 others.