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Get Staffed UpFractional Chief Customer Experience Officer
Mar. 2022 - Sep. 2022Florida, United StatesGet Staffed Up is a virtual staffing provider of remote administrative & marketing staff for law firms in North America. Responsible for all Get Staffed Up customer success and support, from client onboarding, staff training, upselling, and churn prevention, to effectively manage their over 600 administrative and marketing support staff placed with leading US law firms. I was Get Staffed Up’s first C-suite executive in this role. I trained and built out a global team, hiring and training staff in the South America, Africa, and Asia Pacific. Created and directed strategies, goals, and processes for the staff onboarding, client support services, and customer success teams. Developed business processes for 3 teams (admin staff onboarding and training, client onboarding, & client support), trained Director and Manager level leaders to implement the business strategies to reduce staffing churn, client satisfaction, and staffing services growth within our existing client base. Reorganized department structures and management teams to properly align and achieve corporate goals. Strategized with department leaders to create and document all department processes for staff to adhere to ensuring consistent and effective remote staff and client engagement. Developed company’s knowledge base structure to support staff training and process delivery. Defined best practices and trained staff of 35 on customer outreach communications to improve remote staff engagement. Defined and directed teams to conduct Quarterly Business Reviews, client health check outreach steps, as well as new retention processes.
MonsidoDirector, Global Customer Success
Jan. 2021 - Nov. 2021San Diego, California, United StatesMonsido is the leading provider of web accessibility, content quality assurance, data privacy, and performance tools. Responsible for all Monsido's customer, reseller, and partner success, from onboarding, training, product adoption, upselling, and churn prevention, to effectively manage their websites' accessibility compliance and web governance requirements. I am Monsido’s first executive in this role. Developed three global teams, hiring and training staff in the US, Denmark, and Australia. Implemented best in class training, support, and customer success processes, achieving 250% increase over 2021 upsell forecast in first 3 quarters. Increased YOY retention from 90% to 98%. Transformed knowledge base article development and workflow resulting in a 100% increase in KB articles from 75 to over 150 in first 6 months. Defined and implemented customer outreach processes to improve product engagement, added QBRs and health check outreach steps as well as new retention strategies. Resulting in reducing churn 40% from what was forecasted for 2021. Achieved 97%+ CSAT scores (up from 90% in 2020) by defining objectives, training teams, and increasing support response time performance. Defined, implemented, and trained staff on new communications processes to streamline new customer onboarding. Directed teams to train customers to use the product knowledge base, increasing the percentage of customer self-help, improving customer satisfaction, while reducing support staff workloads. Post M&A, member of the senior management team responsible for integrating operations from the three companies into one organization. Responsible for streamlining the three customer facing teams’ interdepartmental and intradepartmental customer success and support processes. Successfully integrated the teams, developed, and delivered effective communications to the combined customer bases ensuring a smooth transition with no negative effect on customer satisfaction.
VerimatrixDirector - Global Technical Support
Jul. 2017 - Aug. 2020San Diego, CAVerimatrix is the leading provider of security and encryption services for television, media, banking, automotive, IOT, and software industries. Responsible for all the customer and ecosystem partner-facing technical support, for customers ranging from regional telcos to major international tier-one satellite and cable operators. Responsible for all aspects of technical support globally for all our product and service lines, while meeting customer deadlines and ensuring customer support issues are resolved swiftly and professionally within very strict SLA agreements. Directed four teams of support engineers (30) covering AMER & LATAM, EMEA, APAC and Analytics teams. Providing 24/7/365 support worldwide. Achieved 600% ROI over 5 years by Implementing transition from Salesforce cases to Zendesk Support Suite, reducing backlog and increasing team performance. ROI calculated and vetted by IDC Research. Established key customer relationships and negotiated customers’ support contracts accounting for over $10 million in annual recurring revenue. Coached and mentored team on best practices and support workflows to generate a 50% increase in team performance over 12 months to offset over 50% in ticket volume, with no increase in head count. Achieved 99%+ CSAT scores for all of 2020 by defining objectives, training teams, and implementing best of breed tools, over 18 months, eliminating the low 80-84% CSAT scores that had existed before my tenure. Post M&A, lead successful integration of global support operations. 90% completed in 6 months, 100% in 1 year. Strengthened cross department relations, significantly improved engineering response times to escalated issues. Analyzed department metrics daily and developed team and department KPIs and implemented a live dashboard to showcase performance metrics. Department improvements enabled receiving four International Stevie Awards for Excellence in Customer Service 2020 (1 Gold, 2 Silver, 1 Bronze).
Soderberg Consulting (Soderberg Holding, Inc.)CEO & Principal Consultant
May. 2016Greater San Diego Area · RemoteSoderberg Consulting provides web accessibility and services consulting, WCAG 2.1 accessibility audits and remediation services, as well as UI/UX best practices, information architecture development, content management administration services to colleges, universities and business clients. 23 years experience building accessible enterprise and institution websites; 18 years experience providing Section 508 and WCAG web accessibility consulting, training, auditing, and remediation. Recent clients include IBM, HP, Quantum, Eastern Florida State College, Mt, San Antonio College, among others. Specializing in higher education, with dozens of successful college and university website redesigns and implementations, our team members have also built hundreds of corporate websites over the past 25 years. Expertise in UI/UX, information architecture, and content management professional services (OmniUpdate's OU Campus, WordPress, SharePoint, Drupal, Joomla, Apache, and others). Accessibility testing tools including Siteimprove, Monsido, Powermapper. and Compliance Sheriff. Zendesk Support ticketing administration expertise as well as implementation best practices, setup, and configuration of support forms, knowledgeable, portal customizations, Explore analytics, agent and admin training and customer support strategies. Training is available to provide your staff with the skills needed to maintain web accessibility compliance. Remote webmaster services, augmenting your current webmaster, or provide complete website maintenance and CMS server management are also available.
OmniUpdate, Inc.Vice President of Customer Success
Jan. 2008 - Dec. 2016Camarillo, CAOmniUpdate is the largest SaaS enterprise web content management software provider to higher education institutions. Built and directed the cross-functional Customer Success Department comprised of Professional Services, Training, Customer Success, and Technical Support teams. Directly provided consulting services on content strategy, web accessibility, information architecture and content migration for our larger university clients. As member of Executive Team, I provided key contributions to the company's five-year strategic plan. Created Customer Success Department, and scaled team of four to 31 staff, ~8-fold increase over six years – Designed the onboarding and implementation processes used for hundreds of client projects achieving over $7M in annual M&S revenue (30% of overall company revenue). Instituted comprehensive suite of multichannel support services using social media, feedback forums, web knowledge base, and help-desk customer self-service tracks. Identified and Implemented new professional services project management & tracking software, trained the services teams in project management best practices to keep projects in budget, cutting average delivery time by 30%, while elevating customer satisfaction and profitability. Analyzed KPIs daily to execute process improvements. Propelled monthly customer satisfaction scores from low 90% (2012 – 2013) to 99% or higher (2014 – 2016) with <2%/year churn (2014 – 2016). Achieved corporate net promoter scores (NPS) >50 in Q4 2015 and Q1 2016. Infused organization with a culture of "customer first" support in rapidly growing environment. This along with all the other systems and processes above, enabled our CS Teams to be internationally recognized and receive five Stevie Awards for Excellence in Customer Service over three consecutive years.
Interact CommunicationsCTO & Vice President of Web Services
Jan. 2006 - Dec. 2008Onalaska, WIInteract Communications is a research and marcom company serving two-year colleges nationwide. Upon the merger with Merlin Media, I became CTO and VP of web services directing strategic planning, web accessibility, information architecture, and CMS research for higher education institutions. Staffed, trained, and directed cross-functional web design and development team of 15+ offsite contractors. Negotiated and sold over $1M in college and university web development contracts annually. Conducted CMS product research and analysis, specified RFP features and requirements; and defined custom implementation processes for clients with multiyear CMS/Web redesign budgets >$200K. Developed information architecture, template design, and training for all college client websites. Provided CMS strategy, review, and evaluation consulting to all college clients.
Merlin Media, Inc.Founder & President
Jan. 1993 - Dec. 2006San Jose, CAMerlin Media Inc. was a successful Silicon Valley creative consulting and services agency providing web design/development, video production and interactive media products. Leveraged vision and entrepreneurial drive to capitalize on emerging opportunities in the Web, establishing multimedia development company to serve Silicon Valley, and grew to large contractor base and team of 12 serving clients domestically and internationally. Successfully merged with Interact Communications in 2006. Created 40 station interactive computer and video experience for Apple Computer’s 2,700 square foot pavilion at Disney’s Epcot Center. Visited by over 1 million guests. Built Merlin Media to over $2 million in annual revenue generating 40–50 new customers and 100–150 new projects annually, including 20 institutions of higher learning. Designed and implemented interactive video teaching DVDs for King Faisal Hospital in Riyadh, Saudi Arabia, providing video interview services onsite. Managed business and flourished through the “dot.com” bust by transitioning from serving high-tech clients toward higher education clients. Pioneered development and delivery of multimedia products and interactive CD/DVDs; scripted and produced dozens of corporate product and information videos. Authored Desktop Video Studio published by Random House (1995). Awarded “Top 100 Multimedia Producer” by Video and Multimedia Producer Magazine.
Apple Computer, Inc.QuickTime and Hardware Technology Evangelist
Jan. 1990 - Dec. 1993Cupertino, CAHardware Evangelist (technology & business consultant) for Apple’s leading edge QuickTime (digital video) and Firewire (peripheral interface) technologies responsible for developing 3rd party products. • Created & negotiated technology partnerships with over 100 software and hardware companies worldwide. • Provided technology consulting to help vendors develop hundreds of QuickTime compatible hardware products. • Provided technology consulting to help vendors develop dozens of 660 & 840 AV Macintosh compatible hardware products and peripherals.
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