T.J. Randall work email
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T.J. Randall personal email
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Customer-focused leader with a proven track record of driving growth, retention, and exceptional experiences across all stages of the customer journey. Leveraging 20+ years of experience in Operations Management, Customer Success, and Customer Experience, I excel at building high-performing teams, optimizing processes, and implementing strategic initiatives that translate into satisfied customers and measurable business results.Here's what I bring to the table:Strategic Leadership: I have a strong track record of developing and executing winning customer success strategies, including driving revenue growth (tripled revenue to $5.8M ARR), increasing NPS scores (by 25% within a year), and reducing churn.Operational Excellence: Adept at managing complex operations and teams, I have successfully scaled operations across global teams, streamlining processes, and implementing systems that optimize customer experience (increased customer adoption by 15%).Data-Driven Decision Making: I utilize data to gain valuable insights and inform strategic decision-making. Championed the implementation of real-time dashboards that identified key drivers of churn, leading to impactful retention strategies.Cross-Functional Collaboration: I foster a collaborative working environment, building strong relationships and aligning teams across departments (Sales, Marketing, Product) to ensure seamless customer experiences.Communication & Relationship Building: Strong communication and interpersonal skills allow me to build trust and rapport with customers, fostering long-term relationships and driving advocacy.Beyond my professional experience, I am actively involved in Customer Education Management Association (CEdMA) as their Treasurer. Having fun leading financial operations and driving organizational growth initiatives.I am passionate about helping organizations achieve their customer success goals and build lasting relationships. If you're looking for a leader who can drive customer engagement, retention, and growth, I'd love to connect.Skills: Operations Management, Customer Retention, Communication, Customer Experience, CRM, Customer Support, Strategic Planning, Leadership, Account Management, Customer Satisfaction, Customer Service Management, Teamwork, Sales Team Leadership, Team Building
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Vp, Customer Success And GrowthHeropaPlymouth, Ma, Us -
Chief Customer Success OfficerInstruqt Jan 2022 - PresentHilversum, North Holland, NlInteractive labs designed for engineering teams which directly contributed to driving product adoption by creating engagement metrics; resulted in generating more than 250 high-quality sales leads each month.- Tripled ARR by layering customer feedback, success outcomes and key metrics to drive revenue, customer value and expansion for strategic initiatives.- Increased NPS by 25% within a year through the implementation of enterprise-grade onboarding and renewal strategies, enhancing customer satisfaction and driving significant revenue growth across key client segments.- Delivered growth of 22% by developing and executing strategic product management and software development for new CRM and AI product initiatives.- Championed the implementation of real-time dashboards displaying essential data points regarding product usage trends; findings directly influenced strategies that identified four primary causes of churn among clients within six months. -
Chief Customer Experience OfficerDigital.Ai (Formerly Xebialabs) Jan 2020 - Jan 2022Digital.ai leverages AI to automate software delivery and DevOps solutions for Global 5000 enterprises, empowering secure innovation and developer productivity.- Scaling Operations, staffing and systems across a global team to optimize customer journey, growth and retention, resulting in a 15% increase in customer adoption.- Consistent exceptional improvements in client engagement by revitalizing critical performance indicators like NPS and CSAT scores within six months, achieving measurable increases through targeted communication strategies with top-tier customers.- Spearheaded satisfaction scores 95+ out of 100 and all major support KPIs through a comprehensive transformation program of success planning designed on coaching and helping customers.- Architected a 360° customer view for data-driven insights and action across all customer-facing teams, driving growth and retention.
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Vice President Of Customer SuccessXebialabs (Now Digital.Ai) Jan 2017 - Dec 2020- Boosted customer satisfaction, led transition from a process-centric to client-centric organization, optimized operational efficiency, and mitigated churn/down-sell risk.- Improved customer satisfaction by 25% while driving product adoption and optimizations, leading to a more robust product roadmap, development experience and improved customer experience.- Delivered a 95% gross retention rate and increased capacity expansion by designing and deploying a new hybrid customer success team. This optimized operational efficiency, accelerated time-to-value, and provided exceptional customer experiences.- Expedited initial Time-To-Value (TTV) within 90 days of purchase by introducing standardized implementation and adoption programs for a global Fortune 2000 customer base.
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Director Of PresalesXebialabs (Now Digital.Ai) Oct 2011 - Dec 2016Key member for Series A and B funding events and US expansion. Established pre-sales/service teams, driving product technology decisions, and led a sales cycle encompassing proof-of-concept, RFI, and paid pilot program.- Led the creation of a best-in-class customer success program focused on cross-functional collaboration, resulting in a 24% increase in revenue and customer satisfaction.- Implemented new tools and processes to streamline pre-sales and service operations, shortening sales cycles and driving increased revenue from services, expansion, and renewals.- Triggered increase in services, product, and renewal revenue by building an integrated team to effectively manage pre-sales through delivery and after-care phases.- Consistently delivered against targeted business goals by providing strategic direction to designated teams.
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Manager, Application Development (2009 - 2011) | Senior Application Developer (1992 - 2009)Mapfre (Formerly Commerce Insurance) & Philips Lifeline May 1992 - Sep 2011Provided technical guidance to development engineers for implementing customer-facing CRM, web, mobile, and Oracle applications.A small section of my key accomplishments include:- Strategically positioned as a team lead for development process innovation and automation along with internal IT liaison for cultivating project-specific and production support relationships.- Piloted multiple enterprise technology initiatives throughout the lifecycle ranging from definition to realization.- Application development for 365/24/7 emergency health care response platform including telephony, database, middleware and front-end client.
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Petty OfficerUs Navy Aug 1989 - Aug 1992Washington, Dc, UsPrimary Duty Assignment:Gunner's Mate aboard USS Iowa BB-61, and USS Biddle CG-34Additional Duty Assignments:* Search and Rescue Swimmer
T.J. Randall Skills
T.J. Randall Education Details
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University Of Massachusetts LowellMath -
Us Navy Sar SchoolUs Navy
Frequently Asked Questions about T.J. Randall
What company does T.J. Randall work for?
T.J. Randall works for Heropa
What is T.J. Randall's role at the current company?
T.J. Randall's current role is VP, Customer Success and Growth.
What is T.J. Randall's email address?
T.J. Randall's email address is tj****@****ter.net
What is T.J. Randall's direct phone number?
T.J. Randall's direct phone number is +150898*****
What schools did T.J. Randall attend?
T.J. Randall attended University Of Massachusetts Lowell, Us Navy Sar School.
What are some of T.J. Randall's interests?
T.J. Randall has interest in Social Services, Civil Rights And Social Action, Education, Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Human Rights.
What skills is T.J. Randall known for?
T.J. Randall has skills like Software Development, Agile Methodologies, Oracle, Integration, Java, Perl, Requirements Analysis, Solution Architecture, Troubleshooting, Project Management, Enterprise Architecture, Software Project Management.
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