Todd Bunker Email & Phone Number

San Francisco, California, Us

At Motive, we are on a mission to build technology to improve the safety, productivity, and profitability of businesses that power the physical economy. Our team serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery. We're motivated by the opportunity to impact and improve every facet of a trillion-dollar industry that touches everyone's lives. We're hiring! Join our team today-- https://gomotive.com/company/careers/

San Francisco, California, Us

Lead a global team focused on delivering on high precision technical support for Digital Analytics customers. Established scalable knowledge practices and clear alignment between cross functional teams while providing strategic input to key CCO initiatives.

Lake Mary, Florida, Us

Lead all efforts around internal training, learning and development, knowledge management, and platform operations for Customer Support and Customer Excellence. Directed scalability initiatives including Backline Support processes, support tools development, evaluation and acquisition of key platforms and adoption of standardized support practices across 37 different product areas.

San Mateo, California, Us

Todd leads the Americas product support team providing technical assistance to Imperva customers and partners as well as internal teams. Imperva's mission is to lead the world's fight to keep data and applications safe from cyber criminals.

Portland, Oregon, Us

Todd spearheads delivery of SaaS solutions and managed security services to enterprise customers, while leading staff of 10 engineers and account managers. He prepares budgets and forecasts, with focus on achieving FP&A targets and drives development of services program and pricing. Todd also focuses on the pre- and post-sales support and client satisfaction, achieving 90% renewal rate in 2017 due to ongoing focus on achieving customer objectives and optimal product utilization.Todd creates promotional content and works with marketing team on messaging to ensure consistency, including creating a sales-facing pricing guide which drives upselling opportunities and multi-tiered service offerings. He collaborates in strategic account planning meetings to target prospects for managed security services, playing a lead role in development and developing a pipeline of $11M+. Todd also works to educate sales group on products and assists in pre-sale activities. He regularly achieves 40-50% margins through process improvements and team development.Best Practices Contract Negotiations Product Development Customer Success Management Staff Management & DevelopmentSales & Marketing Support Technical Support & Services ManagementOperational Improvements

Todd led 13-member team (U.S. / international Technical Support Engineers and Technical Account Managers) delivering support for network security, compliance, and analytic tools. He personally recruited and hired engineers, maximizing success by providing educational development and bonus programs. Todd focused on the customer experience and was able to achieve a 92% score in case closure surveys for customer service satisfaction by establishing/ improving support processes for software distribution, case management, and escalations. He was charged with negotiating contract terms and overseeing fulfillment of targets for meeting and exceeding Service Level Agreements (SLAs). He also reviewed and deployed new tools (including customer portals, ACD Systems, Chat, and Knowledge Management, and defined scalable support processes for Cloud / SaaS applications. While implementing new tools, he also expanded the premium support program tenfold by partnering with sales organization to promote offerings. Staff Management & DevelopmentSales & Marketing Support Technical Support & Services ManagementOperational Improvements Customer Lifecycle ManagementProduct Development Call Center Operations ManagementCustomer Success Management

New York, Ny, Us

Todd oversaw team of consultants in implementations, negotiating contracts for new engagements and consulting with existing customers to determine issues and appropriate products and solutions. He ensured high levels of customer satisfaction while driving efforts to sustain high utilization levels and achieve revenue goals. He drove efforts to improve established practices and create new service offerings, partnering with sales to establish project scope for implementations and upgrades. Additionally, he oversaw the successful implementations of expense management and Cognos analytics systems for ERP. Todd also led a challenging engagement involving high field transaction volume at Snap On tools that required major data model re-design to ensure real-time reporting capability.Training Best Practices Product Development Sales & Marketing Support Technical Support & Services ManagementOperational Improvements

Todd oversaw operations, with accountability for financial performance, achieving a 49% margin for FY 2006 and developing cost-up pricing model to ensure competitive positioning. He was able to improve turnaround time for new requests by 50% by integrating case tracking and operational tickets, which enhanced interaction between support and hosted operations, and helped facilitate improved knowledge sharing. Todd partnered with product development team to implement enhancement for hosted operations, and with global sales team to respond to RFPs. He built and developed relationships with key vendors and increased revenue base from existing customers by establishing add-on service options. Todd also worked with IT to review SOX compliance for hosted offering. Customer Lifecycle ManagementClient RelationsProduct Development Sales & Marketing Support Technical Support & Services ManagementOperational Improvements

Us

Todd directed a 10-member team providing service to customers, including responding to and resolving tier-three customer issues for major companies such as Cisco, A.T. Kearney, Sara Lee, and Franklin Templeton, and supported a Java ERM application suite. Through his dedication, he was able to improve customer satisfaction by 50% in just one (1) year through development of a customer lifecycle process, a proactive outbound communication program that provided visibility into customer issues. Todd managed internal and external escalations as well as created a triage process for issues requiring cross-functional involvement. He created technical bulletins for customers and streamlined implementation process and avoided common configuration issues through creation of a transition checklist for Professional Services. Todd contributed to critical product decisions and served as liaison to partner, Imagetag. Staff Management & DevelopmentSales & Marketing Support Technical Support & Services ManagementOperational Improvements Customer Lifecycle ManagementClient RelationsProduct Development Relationship Management