As a member of the North American Leadership team, I was responsible for aligning Ascom's global and regional objectives with overall customer success. I built trustworthy and high-performing teams that exceeded established metrics to measure success and drove overall customer satisfaction. I was also successful in growing annual recurring revenue while establishing a very high overall customer retention rate. As an executive sponsor, I successfully advocated for customers to our global… Show more As a member of the North American Leadership team, I was responsible for aligning Ascom's global and regional objectives with overall customer success. I built trustworthy and high-performing teams that exceeded established metrics to measure success and drove overall customer satisfaction. I was also successful in growing annual recurring revenue while establishing a very high overall customer retention rate. As an executive sponsor, I successfully advocated for customers to our global development and product teams. This was directly responsible for a high level of customer satisfaction.Implemented a new Customer Success organization focused on building long-term relationships with strategic customers.- Established Customer Success Manager (CSM) roles- Achieved 93% CSAT rate- Promoted collaboration between, Sales, Services, and Support teams.- The success of the CSM roles led to new sales opportunities and long-term recurring contracts.Designed and launched Software Maintenance Agreement (SMA) program- Grew annual recurring revenue (4-year CAGR of 28%)- Increased recurring revenue to account for 25% of the regional budgetResponsible for Customer Care organization- Executive sponsor for issue escalation.- Provided direct product support to customers and partners.- Resolved escalated customer issues with global product and support teams.- Exceed established metrics/KPIs:- 85% Response Time- 90% Time to First ActionP&L Responsibility:- Service Contracts: $15M annual revenue- RMA: $500K annual revenue- Technical Training: $500K annual revenueDeveloped Hardware as a Service (HaaS) price model for mobility products:- Generated additional recurring revenue stream- Fostered long-term customer relationshipsSupported Software as a Service (SaaS) model for mobility productsDesigned and Implemented a remote monitoring service Show less

As the Vice President Of Services, Support, and Operations at Ascom for the North Americas region, Thomas is responsible for aligning Ascom's global and regional objectives with overall customer success. Thomas has worked in the Solutions Provider industry for more than 25 years. Led Project Management Office (PMO) organization: - Responsible for all aspects of project delivery - Drove 29% improvement in implementation lag time - Project Management, Implementation, Clinical… Show more As the Vice President Of Services, Support, and Operations at Ascom for the North Americas region, Thomas is responsible for aligning Ascom's global and regional objectives with overall customer success. Thomas has worked in the Solutions Provider industry for more than 25 years. Led Project Management Office (PMO) organization: - Responsible for all aspects of project delivery - Drove 29% improvement in implementation lag time - Project Management, Implementation, Clinical Consultations, End User Training - YoY Revenue increase for Services organization for four consecutive yearsResponsible for Customer Care organization- Executive sponsor for issue escalation- Provided direct product support to customers and partners- Resolved escalated customer issues with global product and support teams- Exceed established metrics/KPIs: - 85% Response Time - 90% Time to First ActionP&L Responsibility:- Project Delivery: $6.5M annual revenue (YoY Increase every year)- Technical Training: $500K annual revenueService Contracts:- Identified revenue leakage and implemented process to eliminate future loss- Responsible for invoicing of 90% of eligible contract revenueIncoming Orders Team:- Identified process inefficiencies and implemented changes for improvements- Increased processing time of incoming orders by 33%RMA Process Improvements:- Created a 40% increase in the processing of RMAs- Established and achieved operational KPIs for customer delivery of materialsLed Ascom Academy, providing certified product training to partners/ customers Show less

As a Senior Leader, Thomas' technical responsibilities have included leadership through all development life cycle phases, including design, development, testing, deployment, and support. Thomas is committed to understanding and exceeding customer-specific needs and providing high-quality service and support.An integral part of interviewing, hiring, training, and mentoring development staff.Project Management activities include: - Successful execution of all phases of… Show more As a Senior Leader, Thomas' technical responsibilities have included leadership through all development life cycle phases, including design, development, testing, deployment, and support. Thomas is committed to understanding and exceeding customer-specific needs and providing high-quality service and support.An integral part of interviewing, hiring, training, and mentoring development staff.Project Management activities include: - Successful execution of all phases of software development for 50+ solutions- Client management, direct communications with customers- Senior Advisor roles- Building and cultivating customer relationships- Enforcing compliance with HIPPA and other IT Security guidelines.- Data management and analysis- End user training and supportDirector of R&D lab for testing software and demo of new software products.IT Strategies Team member, focused on exceeding current and future client needs.Fiscal management activities include:- Responsible for division hardware/software budget, cutting overhead IT costs annually- Responsible for project development budgets and forecasting- Vendor NegotiationsBusiness development activities include:- Preparation of proposals in response to formal solicitations- Created budgetary responses to proposal requests.- Conducted SWOT Analysis- Active member of Capture TeamsIndustry Experience:- Healthcare (hospital, long-term care facilities, hospice facilities), HIPAA Compliance, Center for Medicare and Medicaid Services- Military/ Department of Defense- Projects focused on patient satisfaction with providers Home Health CAHPS, Outpatient and Ambulatory Surgery CAHPS, In-Center Hemodialysis CAHPS Surveys Show less