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Summary
Accomplished, versatile, and energetic senior leader with over three decades of experience in services, customer success, sales, and channel development in enterprise software companies. Extensive domestic and international expertise throughout Asia and EMEA. Proven track record in growing multi-faceted services capabilities and revenues while continuing to improve operational excellence. Services P&L responsibility up to $120M in a publicly traded company. A goal oriented, customer driven leader with a superior ability to connect with customers, motivate the team, and sustain a high sense of urgency, productivity, unity, and purpose.
Highlights
• Business process consulting
• Training for customers and partners
• Tiered support services
• Implementation
• Integration
• Customization
• Partner management
• Major account sales campaigns
• Flexible resource models
• P&L management
• Bridge builder
• Change agent
Relevant Accomplishments
- Drove company-wide solution selling motion by converting the services function from “anything for money” to “services that accelerate the sale of the product and customer’s success with the product.”
- Hired experts from target customer industries to lead process consulting groups.
- Aligned service offerings to product SKUs.
- Integrated customer success planning into the account planning process.
- Divested of business that partners could deliver. Augmented partners as necessary.
- Aligned incentives and compensation of Sales and Services to remove us/them thinking.
- Delivered high quality engagements to boost the confidence of Sales and customers.
- Grew services revenue 3X faster than the rest of the company while maintaining profitability.
- Conceived and built a new “business process reengineering consulting” function to understand the customer’s currency of value, bring a point of view on best in class processes, quantify the value of a proposed process change to the customer, and create pragmatic plans to get the customer from A to B.
- Drove internal process changes to account planning and status reporting to consider Technical fit, ROI, Relationships, Compelling Event, and Competitive position instead of just win probability.
- Aligned service offerings with account tiers to provide bespoke services to the highest tiers and packaged services to the lower tiers./li>
- Created flexible resource model consisting of near-to-customer employees, solution centers, and partners. Reduced average cost of labor hours delivered by 20%.
- Adopted and enhanced TSIA metrics to measure our business and do annual TSIA metrics benchmarking. Implemented Professional Service Automation solutions to automatically collect and report funnel, project, and business metrics.
- Drove a proactive Customer Success motion consisting of customer journey mapping, value quantification, collaborative planning, and synchronized implementation. Drove expansion and renewal of SaaS subscription contracts as well as follow-on professional services.
- Created a tiered, “round the world” support model supplying 24/7 technical support and field service capability in 8 languages
- Built bridges within the company
- Created bridges to Sales by packaging services, publishing internal sales success stories, and designating points of contact for all regional sellers.
- Created bridges to Marketing by providing customer success stories and voice of customer feedback.
- Created bridges to Engineering by providing voice of customer feedback and IP modules developed in customer engagements that could be rolled into the product.
- Moved from classroom to online modular training that supports role-based learning paths, custom learning, and integration with product help features. Deployed this training to employees, customers, and partners to provide consistency in technical skills, methodology, and approach.
- Grew channel partner organization that eventually produced 30% of the company’s revenue. Opened new channels in Japan, Korea, Taiwan, China, and Singapore to augment existing channels in UK, France, and Germany.
Roles
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- VP Global Services in a $1.3B publicly traded company
- VP Customer Success in a startup
- VP Worldwide Consulting in a $1B publicly traded company
- VP and GM of product in a startup
- CEO of a startup
- VP Channel Sales and Development in a startup
- Director, European Professional Services in a $500M publicly traded company
Education/Certifications
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- Master’s of Science, Electrical Engineering
- Bachelor’s of Science, Electrical Engineering
Company / Industry Experience
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- Enterprise software
- Test and Measurement
- Electronic Design Automation
- Artificial Intelligence
- Technology Services Industry Association
- Channel development
Request Expert / Similar Expert
Click “request expert” for a free initial screening call with this expert or a similar expert regarding your expert consulting needs
To apply for this job email your details to dmagnani@maexecsearch.com
