Wesley (Shawn) Chappell Email & Phone Number

Wes Chappell is a Customer-Centric Leader with over 20 years of experience in global customer-facing leadership roles. He is an expert in enhancing customer loyalty and reducing customer effort in a firm's operations. Wes has developed several proven frameworks that have brought significant positive changes to the companies he has led:PEERS: A leadership framework focusing on Performance, Empowerment, Equity, Respect, and Safety. It creates a culture of individual performance and personal growth, leading to increased performance, reduced turnover, and improved engagement.FED: A customer engagement program that uncovers critical insights to reduce Customer Effort during interactions across the firm.Noncollinear Intersecting Lifecycle Pathing: A paradigm shift from traditional SaaS lifecycle journey mapping, separating customer and firm journeys and identifying points of intersection for significant improvements in both experiences.PRESS: A predictive scoring system using multiple data points gathered along the customer journey to identify customers likely to succeed post-integration, expand into new product lines, and be retained long-term.Shawn has diverse leadership experience in various industries, including B2B, SaaS, Industrial Digital, Financial Services, and Manufacturing. He has held executive and senior director roles at companies like Innovapptive and General Electric, where he excelled in team building, customer success, sales management, commercial operations, and process improvement.In his role as VP of Customer Success at Innovapptive, Wes successfully built and led a high-performing customer success organization, introducing innovative frameworks like Noncollinear Intersecting Lifecycle Pathing and FED initiatives, resulting in significant improvements in Gross Retention Rate (GRR) and Net Retention Rate (NRR). He also fostered a world-class culture using the PEERS framework, leading to low functional group attrition.During his tenure as Senior Director at General Electric, Wes achieved remarkable results in various roles, such as Global Commercial Management, CS Operations, Renewals, and After-market Product. His initiatives led to increased ARR, reduced churn, and successful NPI adoption.Wes holds an MBA from Westminster College and a Bachelor's degree in Finance & Marketing from the University of Utah. He has also undergone executive leadership and management training with GE and Ford Motor Company's Finance Leadership program.For additional experience details, he offers more information upon request.

Listed skills include Financial Modeling, Strategy, Leadership, Financial Analysis, and 28 others.