Stephen Viola Email & Phone Number

Cleveland, Ohio, Us

New York, New York, Us

New York, Ny, Us

- Demonstrated expertise in crafting and executing customized business implementation strategies and campaigns, focused on ensuring rapid time to value. - Led and directed a team of 12 direct reports.- Spearheaded the scoping process, strategy development, and learning enablement plan for the entire west coast region, facilitating the seamless integration of proprietary technology platform for 3,000 businesses.- Mentored, guided, and empowered over 30 new product experts, sales, sales managers, and customer success professionals, honing their skills in value proposition positioning and customized integration strategies.- Pioneered the implementation of a robust voice of the customer program, uncovering critical customer pain points and collecting invaluable feedback. This initiative significantly contributed to the retention of customers, product functionality enhancements, and a remarkable 27% increase in user satisfaction.- Owned the design of a robust, database measurement strategy, meticulously tracking and optimizing key performance indicators related to product adoption and user satisfaction, in line with the client objectives.- Proactively addressed and resolved customer concerns and complaints, continuously seeking opportunities to enhance the overall customer experience and drive sustained value in collaboration with cross-functional teams.Key Achievements- Attained a 24% increase in platform adoption, which was far beyond previously non-adopting customers.- Spearheaded the change management strategy throughout two internal departmental mergers, retaining all full staff, and lead implementation plan for $2.2B business acquisition, Pacific Union.

New York, Ny, Us

- Provided tactical leadership to a four-member team responsible for over 104 technology discovery meetings annually for 1,500+ customers, including professional development and operational efficiencies.- Synthesized and analyzed quantitative product data and conducted in-depth customer interviews to provide qualitative feedback to Product Management, resulting in 39 new features shipped in 2020.- Identified new training opportunities and motivated team and other relevant stakeholders via techniques like coaching, role play, and team activities. - Worked closely with other regional leaders to share ideas, challenges, and align strategies to improve on ideas, remove roadblocks, and prioritize initiatives. Key Achievement- Bridged communications with Product Management, Marketing, and Sales in regard to implementation strategies and knowledge, resulting in a 12% increase in adoption speed.

New York, Ny, Us

- Employed control and authorization over the coordination and implementation of new technology for customer’s businesses during the Series D funding phase, realizing a 10% platform adoption increase in Los Angeles and Orange County in 2018.- Ideated and founded the company's group product facilitation program, product feedback roadmap, and post-go-live support model.- Delivered informed advisement to a top nationwide sales team with over $5.2 billion in sales volume, and heightened revenue by $300 million in 2019 by enabling clear platform implementation objectives through discovery meetings and training.

Oakland, California, Us

- Devised and executed the overarching operational training strategy as well as the implementation of a $10M initiative to increase cybersecurity and HIPAA compliance at the Los Angeles Medical Center.- Facilitated the deployment and training of over 1,000 new devices to physicians, exceeding deadline expectations and delivering the project $45,000 under budget. - Educated and coached the support team in providing post-implementation assistance and guidance to physicians.

Palo Alto, Ca, Us

- Administered all aspects of customer product implementation, training, and troubleshooting, maintaining a personal 97% Net Promoter score. - Coordinated and conducted over 250 personalized product implementation and training programs.

Cupertino, California, Us

- Demonstrated and implemented Apple solutions to individuals and businesses, generating a total of $200 million in sales over two years. - Presented and trained 1,200+ customers on Apple software and hardware through in-store workshops with a personal 98% Net Promoter Score.

Bachelor Of Arts (Ba), Media Studies & Production

Education record