Senior Vice President, Global Customer Service, Customer Experience, Customer Success @
Senior Vice President, Global Customer Service, Customer Success & Technical Support @
Senior Vice President, Global Customer Success, Technical Support & Professional Services @
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Specialization in customer success and customer retention for both small business and enterprise software and SaaS customers. Experienced leader in both start-ups and turn-around of customer success, customer service, technical support, customer experience and professional services operations. Industry leader in driving customer success and designing operations focused on customer on boarding, adoption and retention in SaaS and
Specialization in customer success and customer retention for both small business and enterprise software and SaaS customers. Experienced leader in both start-ups and turn-around of customer success, customer service, technical support, customer experience and professional services operations. Industry leader in driving customer success and designing operations focused on customer on boarding, adoption and retention in SaaS and cloud services. Proficient in leading Customer Success and Support teams, Global Customer Service Organizations, Global Service Delivery, Global Customer Support and Customer Advocacy teams to drive customer value and ROI to enterprise customers. Ability to lower operational costs through self-service. Expert in incorporating the customer's view of success with products and services. Chief Customer Officer.
Expert in execution of programs to retain top customers and improve long-term revenue. Proficient in cost reduction and process re-engineering. Exceptional track record in managing large customer service and technical support operations where managing large numbers of transactions and performance improvement and cost reduction are key areas of focus. Successful track record in the design and development of processes that go far beyond customer service and guarantee customer success.
Specialize in improving customer satisfaction and service level performance while driving revenue opportunities. A Chief Customer Officer and innovative coach developing high performing teams focused on customer success.
Specialties: Customer Success, Technical Support, Customer Service, Customer Satisfaction, Customer Care, Customer Retention, Support Delivery, Chief Customer Officer, Process Improvement and Re-engineering. Operational cost reduction. Improve revenue performance and profitability. Leadership of Professional Services organizations.
Board of Directors, Alameda Museum and Board Member, Alameda Historical Preservation Society
Senior Vice President, Global Support Services & Customer Success @ Responsible for a global services organization, laser focused on customer delight and making customers successful with Proofpoint on-premise and cloud-based solutions for threat protection, compliance, governance, and secure communication.
In my current role, my focus is on mentoring Technical Support, Professional Services and Customer Success teams focused on onboarding, adoption and utilization of Proofpoint's cloud based and on premise products and services for inbound email security, outbound data loss prevention, privacy protection, email encryption, electronic discovery and email archiving.
Provide leadership and vision for the Client Services organization including customer and employee training, customer on-boarding, customer adoption, service automation, customer service and technical support process engineering, professional services, technical account management, community self-service support and customer retention. Leading a high performance team of customer success and technical services professionals delivering a best in class customer experience that delivers immediate ROI to both small business and global enterprise customers.
Responsible for the design, development and implementation of Proofpoint's international small business and enterprise support vision, customer on boarding and adoption, account management, customer advocacy and retention programs. Design, develop and implement highly responsive technical support and customer success strategies to reduce churn.
Provide leadership and guidance for Proofpoint's customer satisfaction programs, including customer success measurements, service delivery metrics and data analysis for driving process change to ensure customer delight. From August 2014 to Present (1 year 5 months) Vice President, Customer Success @ Taking the customer experience and technical support beyond excellent customer service by developing a company culture focused on making customers successful with New Relic products and services.
Responsible for ensuring customer success with New Relic performance management SaaS solutions. Provide leadership and vision for customer and employee training, customer on boarding, customer adoption, service automation, customer service and technical support process engineering, community self-service support and customer retention. Leading a high performance team of Customer Success professionals delivering a best in class customer experience that delivers immediate ROI to small business and enterprise customers.
Responsible for the design, development and implementation of New Relic's international enterprise support vision, customer on boarding and adoption, account management, customer advocacy and retention programs. Design, develop and implement customer success strategies to reduce churn.
Provide leadership and guidance for New Relic's customer satisfaction programs, including customer success measurements, Net Promoter Score and data analysis for driving process change to ensure customer delight. From August 2013 to July 2014 (1 year) San Francisco Bay AreaVice President, The Customer Experience, Global Customer Services, Customer Success @ Vice President, Global Customer Services. Responsible for "The Customer Experience." Responsible for customer satisfaction and quality service delivery for Oracle's Top Accounts, as well as delivering programs to dramatically improve service quality to software, hardware and SaaS customers.
Areas of responsibility included delivery of manager development, employee development, succession planning and both customer and employee communications. Responsible for change leadership programs as well as global change management for global customer services. Owner of quality programs for improvements to the customer experience that drove customer satisfaction improvements and customer retention. Designed, developed and implemented quality improvement programs that ensured customer success with Oracle products. Executive sponsor for Oracle's Quality Management Office for setting global quality standards for customer success.
Accountable for rewards and recognition programs, as well as departmental college recruiting and hiring. From May 2008 to August 2013 (5 years 4 months) San Francisco Bay AreaSenior Vice President, Global Customer Service, Customer Experience, Customer Success @ Managed global Customer Service, Customer Success, Customer Experience, Technical Support, Customer Training and Professional Services for global software company. Responsible for customer satisfaction as well as the customer experience. Responsible for delivering a highly responsive and customer focused technical support operation for emerging products. Built a high performing account management team that provided a high-touch, white glove customer experience for the company's top customers.
Responsible for global software support contract renewals as well as customer retention programs that enhanced customer success and customer satisfaction. Created and implemented customer on-boarding programs that drove adoption of new products and services and maintained record levels of customer satisfaction.
Implemented customer technical training programs that included short on-demand video training that shortened customer experience ramp up and drove adoption of products and features. From 2005 to 2008 (3 years) San Francisco Bay AreaSenior Vice President, Global Customer Service, Customer Success & Technical Support @ Vice President of Global Customer Service, Technical Support & Customer Success. Responsible for domestic and international technical support operations providing customer service and technical support for Fortune 500 clients Responsible for global account management teams managing top 20% of client base and providing high-touch customer experience. Created and implemented departmental vision for evolution of customer experience to maximize customer satisfaction and retention.
Led organizations responsible for technical support/customer service, support renewals (maintenance plan sales), developer support, and account management/field operations. Reported directly to President/CEO. Managed 7 senior directors. Achieved $40M+ annual revenue.
Implemented quality strategies and a quality focus that decelerated operational expenses, increased customer satisfaction, and minimized incident handling time.
Improved service response time to customer issues that improved customer satisfaction and improved the on-boarding process.
Designed, developed and implemented programs to improve profit margin for the global Support organization and improved sales close rates for maintenance renewals. Drove down annual employee attrition and attained highest employee satisfaction scores by improving customer and employee communications.
Led global market expansion into Asia and Middle East; built support operation that exceeded customer satisfaction and retention targets. Implemented international customer success strategy that attracted new partners in Japan and Asia based on performance improvement of support operations.
Streamlined international customer service delivery processes and drove company obsession with service quality improvement and a company culture driven by customer success. From December 2003 to October 2005 (1 year 11 months) San Francisco Bay AreaDirector, Global Customer Service @ Facilitated key partnerships with SBC (now AT&T) and British Telecom to provide high speed DSL service to consumers in North America and Britain. Managed 10 directors and senior managers responsible for global call centers that processed 100K+ calls and email transactions per month.
Secured 38% reduction in cost of providing customer support by revising strategies and utilizing cost effective operations in India, Canada, and the Philippines.
Lowered cost of email support from $1.50 per email to 18 cents per email by leveraging service improvements gained by continuous process improvement.
Ramped up European global expansion 18% faster than planned by boosting staffing levels in Canada.
Powered up service levels 21% at outsourced vendors and increased call handle times 12% by augmenting customer care account management program with more experienced managers. From February 2003 to November 2003 (10 months) Senior Director, Global Customer Service & Technical Support @ Responsible for global customer service and technical support operations. Full P&L responsibility for customer service operations including quality assurance and technical training. Responsible for process improvement and process engineering to support global customer base for Microsoft products.
Responsible for service quality and the customer experience across global service delivery operations. Managed multi-vendor service strategy to drive customer satisfaction improvements as well as providing service quality vision for Microsoft products.
Designed, developed and implemented company customer service standards for Microsoft TV products as well as MSN high-speed internet service.
Served on executive steering committee focused on building quality service delivery strategy. Managed $140M annual budget. Supervised 18 directors with responsibility for functional operations improvements including technical support, customer care and billing, quality assurance, training, and outsourcing account management.
Improved customer satisfaction for Microsoft TV products and services by leading a change in company culture to focus on customer centricity and customer success.
Developed “train the trainer” model to improve customer service technical skills among global outsourcing partners, reorganized training functions, and reduced cost of employee training while dramatically improving service impact. Improved customer issue response time and increased customer satisfaction through enhancing service delivery skills and processes.
Architected customer care cost reductions by leveraging global expansion into better terms with outsourced partners; reduced cost of providing customer service from all outsource service partners. From August 2000 to November 2002 (2 years 4 months) Vice President, Sales & Customer Service @ Responsible for online sales, customer service and the online customer experience for Greenlight.com online auto buying website.
Built start-up business from the ground up, becoming operational in 90 days. Reported directly to President/CEO. Managed 14 senior directors. Garnered annual revenue of $5M+ through outstanding customer service and creating a superior car buying experience resulting in the sales of cars and collection of fees for securing auto loans for customers.
Recruited, hired, and trained 400+ new Internet sales and customer service agents in under 120 days. Exceeded sales goal of $5M annually in under 1 year; made company profitable 1 year ahead of plan and achieved customer satisfaction targets on all customer touch points.
Led task force to negotiate and close strategic deal with Amazon.com to become Amazon’s partner in online car sales and online customer experience. Directed policy changes to customer service and online processes that improved customer and generated repeat transactions. Designed, developed and implemented online customer service experience that revolutionized the online car buying experience. From December 1999 to August 2000 (9 months) Director, Inside Sales & Customer Service @ Managed online customer service and telemarketing sales functions for web based laboratory supplies business. Responsible for designing the online customer experience and managing overall customer success.
Led team of national inside sales and customer service reps charged with acquiring new business and providing an outstanding customer experience through the online sales process. Managed national sales team covering all 50 states. Enhanced competitive market position through improved customer service and the ability to aggregate purchases to lower overall costs.
Exceeded sales and customer satisfaction targets for four consecutive quarters. Led organization to exceed new customer sales and on-boarding goals. Designed and implemented continuous process improvement strategy to improve order accuracy and enhance customer service experience. From 1998 to 1999 (1 year) Director, Inside Sales @ Responsible for start-up operation of global operations for customer service, technical support and inside sales, supporting all Gartner Group companies and products. Designed, developed and implemented vendor contracts to outsource key areas of customer service and technical support operations in North America, EMEA and Asia Pacific regions. Responsible for development of training content as well as training delivery for customer service and inside sales employees.
Designed and implemented programs to streamline processes that increased sales from by 42 percent and increased market share by 31 percent. Expanded customer service operations through outsourced vendor management to enter new markets, increase sales and improve customer satisfaction. Implemented quality service improvements to enhance customer retention and improve customer satisfaction. From December 1996 to December 1998 (2 years 1 month) Manager, Inside Sales & Customer Service @ Responsible for the implementation of start-up inside sales and customer service operations to support the launch of new product lines in interactive voice response systems. Designed, developed and implemented both internal operations and outsourced vendor programs for outbound telemarketing, inbound technical support and customer service.
Managed $14M call center budget for combined internal operations and outsourced vendor operations. Built and managed vendor relationships to provide 3rd party customer service and technical support services for partner company (Siemens Rolm). Built successful technical support and customer service integrating phone, chat, e-mail and web based support for both businesses and consumers for North America. Improved customer satisfaction by 28 percent and improved customer retention by 18 percent.
Designed, developed and implemented customer service processes that streamlined the customer experience and facilitated a company culture of outstanding customer service. From September 1995 to December 1996 (1 year 4 months) Director, Regional Customer Service Operations @ Ricoh is one of the world's leading duplicating and copying companies at the forefront of document management. Ricoh products now incorporate cutting-edge digital technology, the sophistication of a scanner, the simplicity of a copier and the cost advantages of high-speed commercial printers.
Designed, developed and implemented start-up customer care operations to test new product marketability, sales-close statistics and product price points. Designed, developed and implemented customer service and technical support processes. Provided leadership for customer service and technical support for complete line of office equipment and copiers. Led team of national inside sales and customer service reps charged with acquiring new business. Managed national sales team covering all 50 states. Enhanced competitive market position through improved service and the ability to aggregate purchases to lower overall costs. From 1994 to 1995 (1 year) San Francisco Bay AreaCustomer Service Management @ Responsible for restructuring customer service and customer experience for all customer touch points. Provided leadership for designing the new customer experience that represented the new face of Continental Airlines upon emergence from bankruptcy protection.
Revolutionized the customer experience by creating a company culture obsessed with ownership of the customer, where every employee resolves customer problems and creates customer delight.
Responsible for the design, development and implementation of service quality improvement plans for ticketing, reservations, baggage handling, flight on-boarding and inflight service. Responsible for all aspects of customer satisfaction improvements and for driving customer success across the airline's operations. From May 1992 to May 1994 (2 years 1 month) San Francisco Bay AreaMarketing & Customer Service @ Managed technical support and customer service centers ranging in size from 6 seats to over 6,000 stations. Responsible for selling local and long distance services as well as providing customer service and technical support for telecom products and services. Implemented call center operations serving major accounts including the City of Los Angeles, Bank of America, Wells Fargo Bank, United Airlines, American Airlines and the City of San Francisco. Provided leadership to develop and maintain a successful call center operations, including recruitment, hiring, training, and termination to staff call centers for product support. Managed a wide range of call center operations to launch new products, increase sales and customer satisfaction with existing products and managed turn-around of unproductive centers that lacked customer satisfaction and sales results. Successfully launched start-up direct marketing business unit in association with Pacific Bell SMART Yellow Pages, achieving profitability in 13 months. From July 1978 to May 1992 (13 years 11 months) San Francisco Bay Area
Dennis Reno is skilled in: Customer Experience, Customer Satisfaction, Professional Services, Profitability, Cost Reduction, Call Center, Outsourcing, SaaS, Customer Focus, Team Building, Customer Relations, Service Delivery, Account Management, People Management, Program Management
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