Steven Wolfe Email & Phone Number

San Francisco, California, Us

Armonk, New York, Ny, Us

- Senior Executive leading a global team of 400 staff spearheading the strategy and execution of Technical Support Services, Incident Management, Technical Account Management, Customer Success, Revenue/Retention Management across IBM Cloud (IaaS, PaaS, and SaaS).- Established a robust governance model for client management, revenue acceleration, and value proposition for technical support and customer success.- Achieved a 20% year-over-year increase in Net Promoter Scores (NPS), reaching 90% improvement over four years, while simultaneously enhancing revenue opportunities by integrating closed-loop feedback, client health checks and Voice of the Customer (VOC) into the operational model.- Defined key performance indicators (KPIs) and developed observability dashboards to monitor and govern KPIs organization-wide, fostering awareness, accountability, and growth across all segments.- Maintained employee engagement survey scores consistently at 90% or above for 400+ person organization.- Cultivated and nurtured relationships with Enterprise and SMB clients globally through executive briefings (EBC), fostering strategic partnerships.- Provided project leadership and sponsorship to ensure governance and rigor in key operational disciplines such as Vendor Management, IBM Support Board of Directors, and CSM Retention SWAT initiatives.- Pioneered digital self-service initiatives as the vision leader, driving the implementation of solutions aimed at improving customer experience, scalability, and business growth, incorporating generative AI and LLM to enhance the client experience.

Austin, Texas, Us

- Demonstrated a strong commitment to delivering world-class results, achieving critical metrics contributing to high Customer Satisfaction (CSAT) scores, and fostering growth within the client base.- Provided strategic guidance to the organization, steering both tactical and strategic initiatives aimed at enhancing service delivery and ensuring customer success.- Implemented key initiatives that drove productivity and efficiency improvements across the organization.- Successfully delivered engineer self-service tools such as Knowledge Management (KM) and IT workflows, enhancing customer satisfaction, supportability, and self-sufficiency.- Established and nurtured essential executive relationships within the extensive client network.- Defined key performance indicators (KPIs) and observability tools to measure service delivery, customer retention leading to organic growth through identifying upsell/cross sell opportunities.- Demonstrated expertise in hiring and training strategies that resulted in engaged and long-term staff retention on a global scale.- Exhibited proficiency in problem-solving and escalation management, ensuring timely resolution of issues.- Led Executive client briefings and Customer Advisory Boards to enhance client engagement and retention rates.- Provided mentorship and coaching to Managers by fostering individual professional development.

Advisor to ClearSteps LLC, a mobile performance management application for multiple verticals.

Santa Clara, California, Us

- Orchestrated all strategy and performance initiatives for the client services and customer experience team.- Elevated client satisfaction scores to surpass 90%, achieving high client retention rates.- Cultivated and managed executive relationships with Fortune 100 clients and partners, resulting in exceptional client satisfaction levels and successful key contract renewals.- Successfully converted 64% of Enterprise customers into sales references, catalyzing new business opportunities.- Initiated and executed training and development programs for cross-functional teams, including the sales engineering staff, leading to a notable increase in annual sales and renewals.- Innovated the design and implementation of Voice of the Customer (VOC) feedback loops to refine product roadmaps, accelerate time to market, and expand business development opportunities.-

San Jose, California, Us

- Successfully achieved and maintained 90% client satisfaction ratings while driving cost savings and operational efficiencies.- Recognized for expertise and outstanding performance, honored as a participant in the Symantec Top Talent and Achievers program in 2013.- Served as a valued member of the Symantec Client Service Board of Directors, offering strategic insights and guidance to enhance service levels and elevate the overall customer experience.

Torrance, Ca, Us

- Developed and implemented strategies and tactical initiatives aimed at delivering a World-Class client experience across Support, Implementation, Technical Account Management, and Professional Services.- Achieved a 37% increase in Customer Satisfaction (CSAT) and enhanced efficiencies for Time to Start (TTS).- Played a key role in strategic decision-making processes, contributing to increased revenue, market share expansion, and elevated client retention and satisfaction levels.- Implemented customer success tracking and monitoring tools to optimize performance and effectiveness of the Client Service team.-

Roseland, New Jersey, Us

Director, Implementation/Client Services/Enterprise Accounts, 10/2003 - 5/2006Led product implementation and customer service strategies to engage existing customers while maximizing growth opportunities. Supported the corporate sales managers by providing resources to support new pipeline opportunities. - Responsible for new business implementation totaling $18M annually.- Responsible for post-sales account management and service for Enterprise accounts. - Improved customer satisfaction ratings from 67% to 91% over a two-year period.