Steve Gregorio Email & Phone Number

New York, United States

Charlotte, North Carolina, United States

• Led a critical company initiative launching new $5M digital SaaS product which included process development, project management, product development, customer early adopter program and overall product launch.
• Led teams in 3 international markets who provided software and app support for SaaS customers averaging over 25,000 cases annually while maintaining a CSAT score of 4.6/5.
• Managed a team of 20 who provided project leadership and execution of company initiatives for Customer Success and Experience.
• Partnered with the Product Development, IT and support teams bringing 50K+ customer voices to product development and ensuring issues were resolved.
• Oversaw the transition of all workflows from paper and various systems into Salesforce for 5 departments resulting in efficiencies and improving the customer experience.

Charlotte, North Carolina Area

• Responsible for Customer Success thru the development and execution of departments including Onboarding, Implementation, Project Management, Relationship Management, Billing/Renewals and Technical Support to all SaaS.
• Drove efficiency improvements which included a 30% gain in the Onboarding/Implementation process in 12 months as well as reducing an SLA from 21 days to 24-48 hours.
• Oversaw teams responsible for Customer Success resulting in a 5 year average of 49% increase in platform usage and $7M+ sales per year.
• Added BI tools and Salesforce CRM to manage Customer Success including risk, sales, issue management, platform performance and retention for $12M SaaS business.
• Managed $2.3M departmental budget.

Mchenry, IL

• Managed team of 35 Account Managers from Associate level to Team Lead.
• Assigned project teams for 1,600+ annual implementation projects by analyzing project needs and matching skill set and workload.
• Partnered with sales organization to ensure the delivery of $70M SaaS business on tight deadlines.
• Led cross departmental team effort to develop documents, processes, and automated tools to achieve consistency and gain efficiencies saving company over $400K annually.
• Developed real time tools to report Customer Success including customer satisfaction, project totals, team utilization rate as well as revenue for sales and operations management.
• Responsible for departmental budget of $1.8M.

Mchenry, IL

• Responsible for a team of 15 Senior Account Managers and Account Management II.
• Managed team to deliver deadline driven $60M SaaS business in high energy fast paced environment.
• Led all departmental efforts to launch new product including developing over 50 customer facing documents and processes.
• Led cross functional teams of 20+ associates for various strategic and departmental initiatives.

Mchenry, IL

• Managed team of 91 associates, including 76 contract trainers, responsible for training design and delivery to customer base of over 75K.
• Led all efforts to launch new Essentials Webinar training offering for flagship SaaS software suite resulting in efficiency gains and $1M cost reduction.
• Developed new training pay structure and training model which saved the company $1.3M.
• Responsible for ensuring CSAT was maintained at 9.2/10 or above for all training.

Mchenry, Illinois, United States

• Responsible for overall success of flagship SaaS products generating over $55M in annual revenue including $40M in customer retention revenue.
• Provided operational support to over 20 internal teams including knowledge of the product line best practices and a detailed ability to analyze and recommend ways to improve customer success.
• Delivered 25+ product webinars to thousands of customers which included the creation, promotion and delivery of webinar materials.
• Supported sales team of 100+ as the product expert of current product features and capabilities, product applications, future capabilities, competitive strengths and weaknesses, and pricing.
• Gained expert knowledge and understanding of K-12 market including building customer relationships to identify and meet current and future product requirements.

Mchenry, IL

Mchenry, IL

Elgin, IL