Rob Stevens Email and Phone Number
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Dynamic and results-driven Customer Success leader with over 15 years of experience in steering high- performance teams and driving strategic initiatives in the technology sector. Proven track record of enhancing customer experiences, boosting retention, and achieving significant operational efficiencies. Expert in leveraging data-driven insights to inform strategic business planning and execution. Adept at fostering cross-functional collaboration and aligning customer success goals with broader business objectives. Passionate about transforming customer journeys and delivering exceptional value to Fortune 100 clients. Core competencies include:Scalable Process Development • Team Building & Leadership • Customer Lifecycle • Strategic Business Planning • Enterprise SaaS Delivery • Data-Driven Decision Making• Implemented AI solutions to augment customer interactions, saving an average of 30% FTE cost.• Launched the Corporate Customer Success team, scaled onboarding, managing customers with a combination of tech-touch, self-service support, and strategic outreach, resulting in 115% net retention year-over-year. • Successfully leveraged Knowledge-Centered Service (KCS) frameworks at multiple companies, yielding significant, sustained improvement in customer satisfaction and solution optimization.
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Senior Customer Success ManagerSinequa By ChapsvisionKirkland, Wa, Us
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Senior Director, Customer SuccessIbaset Mar 2021 - Jul 2024Lake Forest, California, Us• Deployed a mix of AI Solutions (Generative AI, AI Agents, and automation) to improve customer outcomes and reduce overhead growth by 30%• Reduced response times 86% and improved internal SLA target by 64% in the first 90 days• Implemented Knowledge-Centered Service (KCS) frameworks to improve customer self-service by 27%• Improved Customer Satisfaction from an average of 80% to 97% year over year and sustained that improvement for three consecutive years• Procured and deployed the ChurnZero customer success platform to the customer facing parts of the organization and integrated it with Salesforce• Nine (9) direct reports globally (including managers with multiple reports) -
Director Of Kcs And Service Enablement (Customer Success)Dynamic Signal Dec 2018 - Apr 2020San Francisco, California, Us• Leveraged Knowledge-Centered Service (KCS) principles throughout the Support team, resulting in 99.5% customer satisfaction (CSAT), and 94% ticket deflection.• Optimized our Support Center around solution delivery through AI, reducing failed searches by 10%, increasing participation rate 11%, and doubling article views in one quarter.• Delivered monthly Field Enablement sessions for Customer Success Managers (CSMs), scoring over 93% satisfaction ratings.• Panelist at the 2019 Summit by Dynamic Signal -
Director Of Education And Training (Customer Success)Dynamic Signal Jan 2017 - Dec 2018San Francisco, California, Us• Onboarded Customer Success and Sales employees, training them on the platform.• Led the migration to Zendesk-based Customer Support platform, enabling Customer Success to focus on value-driving conversations.
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Director Of Corporate Customer SuccessDynamic Signal Feb 2015 - Jan 2017San Francisco, California, Us• Scaled the team to a 120:1 ratio with 115% net retention year-over-year.• Built the Customer Health algorithm used to identify at-risk accounts.• Crafted the “Launch Assist” rapid onboarding program to reduce Time-to-Value.• Developed an ROI Calculator to enable Sales to identify and leverage key value drivers.
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Senior Customer Success ManagerDynamic Signal Jul 2014 - Feb 2015San Francisco, California, Us• Crafted an integration and adoption strategy that scaled program membership to 160K members.
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Customer Success Manager / Marketing ManagerPapershare, Inc. Oct 2012 - Jul 2014• Constructed a Content Marketing strategy in 48 hours, delivering 350% of MQL target over 2 weeks, at $1200 under budget.• Built live mock-ups of our platform integrated into prospect websites to better convey utility and assist Business Development in closing sales.• Planned, budgeted, and executed Launch event at Content Marketing World 2013.• Notable Customers Include: Intel, Microsoft, Cisco Systems.• Acquired by Dynamic Signal.
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Customer Support Manager / Marketing SpecialistBloyal Oct 2007 - Sep 2012Redmond, Wa, Us• Saved 3FTE annually by reducing support costs and streamlining operations.• Redesigned company website to better align with sales goals.• Developed marketing / sales tools and collateral for the EVT Solutions and bLoyal brands.• Delivered the initial draft of the logo for the new bLoyal rebrand (for further development).• Notable Customers include Altria (Chateau Ste. Michelle), Jordan, Duckhorn. -
Marketing Program Manager & Marketing CoordinatorMarketsync Jun 2006 - Aug 2007Kirkland, Wa, Us• Built and managed implementation schedule for Expedia Corporate Travel, increasing marketing program usage over 300% in six months.• Acquired by FGS Kelvyn -
Marketing InternMarketsync Feb 2006 - Jun 2006Kirkland, Wa, Us• Built and executed an SEO-focused web redesign, increasing web traffic 3x, and growing unique visitors 2.5x.
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Senior EditorNintendo World Report Jan 1997 - Jun 2007• Freelance Writer / Editor -
Technical Support SpecialistCallvision Jan 2005 - Jan 2006• Acquired by Verisign
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Webmaster, MarketingData Critical Corporation May 2000 - May 2002• Built website landing pages based on mailed promo codes.• Built Windows NT-based servers for the AlarmView product.• Acquired by GE Medical Systems
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Mis Assistant / WebmasterBoss Game Studios Feb 1999 - Apr 2000• Designed and managed the Boss Game Studios website and Community Forums• Wrote the manual for the PC version of "Boss Rally."• Write the character bios for "World Driver Championship."• Liason between game testing and development.
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National Support Center RepresentativeAt&T Jun 1997 - Jan 1999Dallas, Tx, Us• Internal hardware and software support for AT&T Wireless -
National Support Center Representative - At&T WirelessEntex Inc Feb 1997 - Jun 1997• Contract purchased by AT&T Wireless. -
Technical Support Engineer - Second Tier, MicrosoftEntex Inc Nov 1996 - Feb 1997• Transferred to AT&T Wireless
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Technical Support Representative - Microsoft Windows 95, Multimedia, GamesKeane Inc May 1995 - Nov 1996
Rob Stevens Skills
Rob Stevens Education Details
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Eastern Washington UniversityFinance -
University Of Washington BothellManagement
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Cascadia CollegeGeneral Studies
Frequently Asked Questions about Rob Stevens
What company does Rob Stevens work for?
Rob Stevens works for Sinequa By Chapsvision
What is Rob Stevens's role at the current company?
Rob Stevens's current role is Senior Customer Success Manager.
What is Rob Stevens's email address?
Rob Stevens's email address is su****@****ail.com
What is Rob Stevens's direct phone number?
Rob Stevens's direct phone number is +142598*****
What schools did Rob Stevens attend?
Rob Stevens attended Eastern Washington University, University Of Washington Bothell, Cascadia College.
What are some of Rob Stevens's interests?
Rob Stevens has interest in Civil Rights And Social Action, Animal Welfare, Science And Technology, Health.
What skills is Rob Stevens known for?
Rob Stevens has skills like Facebook, Social Media Marketing, Seo, Management, Blogging, Marketing, Market Research, Crm, Web Design, Content Management, Microsoft Office, Salesforce.com.
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