William Banowsky Email & Phone Number

Lawrenceville, New Jersey, Us

Coral Gables, Fl, Us

Directed team focused on improving customer experience and modernizing customer success operations.• Developed a customer health scoring program with a predictive algorithm, prescribed actions, andescalation paths. Improved renewal visibility and increased retention 6% YoY.• Updated customer management program focused on customer goals and customer time to value.Implemented business review cadence for all levels of customers including a SMB “tech touch”program.• Created and managed customer advisory board, customer ambassador program, and customerdesign groups. Ambassador program generated in opportunities during first-year postlaunch.• Launched NPS Survey, Customer Experience Survey, and Implementation surveys to accurately capturecustomer experience across the Customer Journey. Planned and executed customer journeyimprovement programs that contributed to an NPS increase from -35 to +15 YoY.

Served as Chief of Staff to CEO leading strategic initiatives, providing complete research, analysis, advice, and recommendations on complex issues of central importance on organizational goals. • Directed and implemented long-range, strategic plans and processes critical for business transformation for continuous evaluations. • Led post-acquisition integration team successfully completing plans capturing value of investment thesis.• Managed multiple workstreams, and led problem solving efforts with cross-functional and business line working teams to drive initiatives. • Facilitated pricing workshops to compare key product pricing against the competition. Articulated recommendations to executive teams, delivering a recurring revenue boost to renewals. • Partnered with sales enablement to launch value-selling methodology. Developed training material for all customer facing teams. Recurring revenue out-performed budget projections in year following program completion.

Direct oversight of launching and managing programs focused on customer health and operations. • Developed customer health scoring program with a predictive algorithm, prescribed actions, and escalation paths. Maintained recurring revenue retention during COVID-19 pandemic and increased visibility by analyzing customer data, identifying drivers for customer attrition, and communicating customer health. • Partnered with recruiting to relocate multiple operations functions, to Mexico City ahead of schedule with no effect on operational effectiveness due to necessary headcount requirements. Developed a plan to maintain operating capacity while reducing budget per requirements. • Reversed poor customer experience by engaging with multiple departments, identifying customer reactions, mapping out customer lifecycle from initial marketing engagements through customer renewal, and uncovering customer pain points; significantly reducing redundant customer communications and clarified departmental responsibilities.

Austin, Texas, Us

Interim assignment as Chief of Staff to CEO implementing best practices, performing business systems audits and directing improvement initiatives. Managed board meeting preparation and presentations and the build-out office space in collaboration with the design and construction teams. • Led development and delivery of HR reporting tools and implemented reporting cadence.• Spearheaded business process improvement and documentation efforts across organization.• Monitored transactional business revenue by performing monthly updates to customer activity, revenue forecast, and support volume.

Westlake, Texas, Us

Right-hand of C-level executive teams in developing strategic initiatives and performing strategic analysis by coordinating weekly senior management dashboard readouts and presentations. Conducted ad-hoc financial and market research for strategic efforts.• Assisted management with the successful acquisition integration with cross-functional teams.• Evaluated international market expansion and delivered recommendations to executive team.

College Station, Tx, Us

MBA candidate at Texas A&M University

Houston, Texas, Us

Contributed to financial analysis related to the FY14 budget. Directed weekly budget calls to coordinate teams in diverse geographic regions and business units. Implemented sales efficiency model for all business units in Americas region to determine FY14 sales requirements to achieve targeted budgets.

Gb

Reviewed financial documents for home mortgages in preparation for pending government investigations. Determined financial payments owed to claimants from disaster relief funds and evaluated claims to assess the economic loss. Analyzed financial data for lawsuits to provide data for Director’s expert witness testimony and investigated financial fraud claims for a multinational corporation in preparation for lawsuits.

Dallas, Texas, Us

Us

Dallas, Texas, Us

Master Of Business Administration (Mba), Finance

Bba, Finance