George Walters's Location
Wilmington, North Carolina, United States, United States
George Walters's Contact Details
George Walters work email
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George Walters personal email
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George Walters phone numbers
About George Walters
Experienced Customer Experience Sr. Leader with a proven track record of driving impactful customer initiatives across multiple departments. Skilled in change management, data analysis, and leading cross-functional teams to achieve key objectives. Proficient in CS Tools, CRMs, marketing automation, and project management programs, with expertise in driving increased self-serve capabilities, customer satisfaction, and revenue growth.
George Walters Work Experience Details
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Strategic Customer Programs DirectorDemandbase Aug 2024 - PresentSan Francisco, Ca, Us-Lead Strategic Program Manager/Project Manager for major strategic CX and Demandbase initiatives-Create Program Status reporting and communicate impactful program updates to broader orgs-OKR Management owner to align teams on Demandbase strategic vision, track progress, and hold overall accountability-Operationalize a customer-centric culture, inspiring the organization to listen, understand, and act on customer feedback.-Owner of CX’s operation systems and tools to ensure alignment with Overall CX and Demandbase Strategy (SFDC, Polaris, Skilljar, Workato, Support Logic. Etc)-CX operational strategy risk led for company changes and/or departmental changes that affect systems and processes-Innovation leader for current and future systems to ensure internal and external customer satisfaction-Customer Communication flow and facilitator lead -
Sr. Program Manager Of Customer ExperienceDemandbase Mar 2022 - PresentSan Francisco, Ca, Us-Continuous business operations and data analysis/consultant to find gaps to execute internal and customer-facing initiatives-Build, present, and collaborate with VP, C-Level, and BOD personas on current CX team performance measurements for success and failure (OKRs)-Lead for major CX GTM initiatives that include collaboration with all departments at Demandbase (Sales, Marketing, Finance, Product, Legal, Engineering, etc.)-SalesForce, ChurnZero, Marketing Automation, Gong, AI, and other technologies used on a daily basis to make informed decisions on CX initiatives-Built, launched, and business owner of CX's tools (Smartsheet & ChurnZero) that have helped save hundreds of hours per year, consolidated 4 platforms into 1, and proven CX teams impact on revenue-Programs responsible for have lead to increased self-serve capabilities for customers, provided an influx of customer traffic to key areas for adoption and upsell potential, increased visibility/accountability of KPIs, achievements of 95% CSAT (80% goal) for the entire CX team, and making day to day processes and operations more efficient-Director of award winning digital customer success and enablement program with customers that showed a 30% increase in customer certifications, 50% more time in-app, and increased Exec engagement at accounts-Builder and owner of customer journey. Helped establish guidelines and parameters for measuring success (TTV, TTL, etc.). Program helped increase renewal rate of key demographic by 15%.-Voice of Customer lead for data analysis and customer facing interviews. Data leveraged and coordinated with Product Leads to build Product Roadmap.-Customer Sentiment/Health Score lead that has proven 90% renewal predictability
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Program Manager Of Attribution And Enterprise ServicesDemandbase Mar 2021 - Mar 2022San Francisco, Ca, Us-Cross-departmental Program Manager for Demandbase's Marketing Attribution Product (SalesForce Managed Application) & Enterprise Professional Services Team-Product Manager lead for sprint updates, roadmap planning, and overall GTM responsibilities-Manager of team that includes attribution experts and consultants-Program liaison with Engineering, Product, Customer Experience, Sales, and Marketing-Company Attribution product and industry knowledge resource -Led and facilitated the product launch of Attribution internally and externally-Manage Salesforce App security requirements, approval, and enhancements-Created and helped publish customer facing articles for marketing and product support-Lead for customer escalations, issues, and overall product enhancements.-Tripled Pipeline, 20% increase of retention, and increase of net new deals-Relationship manager for vendors and strategic partners
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Senior Enterprise Project ManagerDemandbase Aug 2019 - Feb 2021San Francisco, Ca, Us-Put in place a repeatable enterprise level implementation process for Demandbase’s top value customers. Processes include but not limited to internal/external C level reporting, SOW templates, services pricing guide for sales, risk/issue tracking, etc. -Processes introduced provided clear documentation, detailed internal change management, and overall customer satisfaction. Renewal rate for enterprise customers achieved 20% higher than mid-market customers.-Created repeatable contract templates to expedite complex custom scoping efforts.Point of contact for Demandbase vendors and consultants during project to ensure proper tracking and scope alignment-In charge of process enforcement for customers and internal project teams.-Implemented escalation processes for customer issues and internal team/process issues to rectify. Streamlined process improved issue resolution by 50%-Knowledgeable resource on Demandbase's integrations with first party data from CRMs, marketing automation, and other sales operations technology.-Product and engineering team resource for platform recommendations and issue escalations.-Project and overall program lead with customers for rollout and enablement globally.
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Project Manager & Interim Manager Of Professional ServicesZift Solutions Jun 2018 - Aug 2019New York, Ny, Us-Interim Manager of four direct reports along with a customer implementation portfolio to maintain.-Responsible for weekly progress meetings with direct reports and providing performance reviews.-Implemented a new file folder system with templates and best practices for teams to consistently use during projects. Saved teams several hours of manual work to get projects kicked off and to prepare for trainings.-Introduced Smartsheet (PM tool) for true and accurate project tracking internally and for customer use. This tool took out 4 hours per week of manual project tracking work.-Led internal product upgrades geared for specific customers such as API customizations.-Team lead for escalations of customer issues and internal team/process issues to rectify. -
Project Manager (Contract)Cisco Nov 2017 - May 2018San Jose, Ca, Us-Project Management lead for the major migration of Cisco’s top customers over to their new monitoring platform for telecom, messaging, and data center products.-Main Cisco lead for creating the net new process and project plan for all internal stakeholders involved. Internal teams included architects, development, support, and data center engineers.-Gained a variety of industry knowledge due to Cisco’s diverse customer portfolio. Industries included banking/financial, healthcare, and retail.-Main point of contact for the customer throughout migration with leading meetings, managing risks, and mitigating scope creep.-Ensure a seamless and positive transition for the customer to the new platform. -
Project ManagerZift Solutions Jan 2017 - Nov 2017New York, Ny, Us-Overall implementation manager for Zift's Channel Marketing and Partner Management Platform-Company and industry expert on efficient processes to implement partner programs-Advise internal and external team on best practices for staying in-scope, on time, and within budget.-Maintain positive relationship with the client throughout implementation to insure future success.-Create and maintain high level and detailed project plans shareable for all parties.-Become expert on the client's signed contract to be able to determine if certain work is in-scope. -Schedule and lead project scrums to confirm all involved Zift team members and clients are working efficiently.-Liaison between multiple teams that include sales, operations, integrations, and development.-Working knowledge of all Zift departments to determine proper processes during implementation.
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Client Engagement Manager- Team LeadDude Solutions Jan 2016 - Dec 2016Cary, Nc, Us• First customer service point of contact during the onboarding process for the client.• Liaison between sales team and onboarding client service team.• Orchestrate orientation call with client to determine their current needs and processes and how Dude Solutions can help better them.• Schedule training dates, goal dates, and "Go Live" dates with the client and their assigned product expert to be able to create a Statement of Work with custom timelines.• Confirm the client and DSI product expert is accomplishing set goals and target dates during the onboarding process.• Created team processes, documents, and hiring requirements.•75% increase of re engagement rate with clients who were previously unresponsive. -
Client Advisor- Implementation SpecialistDude Solutions Mar 2015 - Jan 2016Cary, Nc, Us• Responsible for implementing a new client (school) that has purchased one of the 15 plus cloud based products that I have been signed off on as an expert • Make initial contact with the new client once the sale has been completed to understand the client's current processes and what their goals are with Dude Solutions' products• Provide as many trainings to the client as necessary until they are set up for future success• Track all interactions with the client via Sales Force• Create guides and resources to give to the client that they may share with their faculty and use to better understand products• Ability to manage personal calendar to schedule trainings with clients• Met and exceeded target goal of implementing 80% of clients assigned to me within 9 months. Implemented 90% of clients within necessary time frame• Implementation contact for 100+ clients at one time
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Associate Client AdvisorDude Solutions Oct 2014 - Mar 2015Cary, Nc, Us• Vital part of an award winning front line customer support team for cloud based software programs• Provide +1 customer service to over 6,000 clients (schools) • Required to multi task by providing customer service via Live Chat, Email, and Phone• Responsible for tracking client interactions after supporting their issues via SalesForce• Constantly learning industry knowledge such as maintenance systems, capital forecast, utility management, and crisis management. • Training of existing clients to optimize their investment in the products purchased or after administration changes• Consulted for clients at their school's to insure the proper usage of their purchased products
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Sales AssociateGraduate Services Rdu, Inc. Jun 2011 - Oct 2014• Established relationships with principals, assistant principals, athletic directors, and other faculty at over 40 local high schools to sell graduation apparel and class rings to their students• In charge of designing and distributing marketing items for class rings and graduation items• Presents products to potential customers in class meetings as large as 400 students• Responsible for training employees on all products and computer data entry• Increased sales volume to enable business growth
George Walters Skills
Customer Service
Sales
Time Management
Microsoft Office
Marketing
Management
Project Management
Extensive Experience In Closing Sales And Customer Service
Public Speaking
Microsoft Word
Training
Salesforce.com
Leadership
Mobile Applications
Powerpoint
Microsoft Excel
Social Media
Jira
Proficient In Microsoft Office
Familiar With Spss And Qualtrics
Experience In Preparing And Presenting Sales Presentation To Large Groups
Calendar Managment
Hiring Practices
Imacros
Html Basics
Kpi Dashboards
Smartsheet
Wikispaces
Easily Able To Work On Multiple Tasks At One Time
Trello Pm Software
Data Gathering And Importing
Reengaging At Risk Clients
Team Leadership
Zendesk
Confluence
Agile And Waterfall Methodologies
Program Management
Integrations
Strategic Planning
Business Process Improvement
Agile Methodologies
Qualtrics
Business Development
Engagement Management
Spss
George Walters Education Details
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East Carolina UniversityMarketing And Management
Frequently Asked Questions about George Walters
What company does George Walters work for?
George Walters works for Demandbase
What is George Walters's role at the current company?
George Walters's current role is Strategic Customer Programs Director.
What is George Walters's email address?
George Walters's email address is gw****@****ase.com
What is George Walters's direct phone number?
George Walters's direct phone number is +191979*****
What schools did George Walters attend?
George Walters attended East Carolina University.
What skills is George Walters known for?
George Walters has skills like Customer Service, Sales, Time Management, Microsoft Office, Marketing, Management, Project Management, Extensive Experience In Closing Sales And Customer Service, Public Speaking, Microsoft Word, Training, Salesforce.com.
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