Summary
Overview
Work History
Education
Skills
Timeline
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Andre Boulais

Carmel,IN

Summary

Passionate results-driven SaaS Customer Success executive with 15 years of transformative experience building, leading, and developing diverse, high-performing teams and programs directly increasing bottom-line ROI. Successfully led the past three companies to acquisition.

Overview

18
18
years of professional experience

Work History

VP of Client Experience; VP of Recruiting and Sourcing

SilkRoad
01.2022 - Current
  • Performed customer success organization integration by building scalable solutions to increase gross and net retention across the SilkRoad family of products
  • Adoption of these strategies led to SilkRoad’s best retention quarter in 7 years at 87% Gross Retention

Vice President of Customer Success

Entelo (Acquired By SilkRoad)
01.2020 - 08.2022
  • Executive Customer Success leader managing multiple international teams to drive customer retention, support, and professional services for 300+ customers such as Amazon, Meta, Spotify, State Farm, Airbnb, and more
  • Drove turnaround of Entelo’s gross retention by driving measurable change through scalable programs
  • Increased gross retention by 107% in H2 of 2020 resulting in $3M+ of net savings
  • Increased gross retention by an additional 20% in 2021 resulting in an additional $2M in net savings
  • Responsible for delivering top 4 quarters for gross retention in company's 11-year history
  • Created and took to market Entelo’s 1st professional services division and offerings resulting in over $1M in Y1 bookings
  • Increased Entelo Net Promoter Score (NPS) by 200%
  • Partnered and worked cross-functionally with Sales, Marketing, Product, and Engineering executive leadership
  • Led global customer success team based in North America and EMEA that accounts for 25% of total company employees
  • Teams encompass Professional Services, Customer Success Management, and Customer SupportClarified roles, responsibilities and expectations of staff.
  • Collaborated with senior management to develop strategic initiatives and long-term goals.

Senior Director of Professional Services

Jobvite
01.2014 - 01.2020
  • Sr. Customer Success leader responsible for all Professional Services in relation to our Recruitment Marketing Services over CRM, CWS, and Text products
  • Responsible for management, professional development, and compensation for 10+ Professional Services professionals ranging from Managers to IC’s to Interns
  • Managed delivery of team for all aspects of 350+ active Professional Services one-time and ongoing projects on a global scale
  • Led account management teams for all 60 managed services and total services customers for Recruitment Marketing which drove the highest customer retention rate (90%) across all product lines
  • Created and took to market professional services offerings resulting in $5M in annual bookings
  • Analysts listed these services as key differentiators for Jobvite in the Recruiting SaaS market
  • Team lead Jobvite with the highest average customer survey rating of 4.5 of 5 for completed projects
  • 92% of projects completed under budget
  • Due to the success of one-time offerings, created a Managed Services offering with measurable results:
  • This offering increased the customer base by 50% since 2018
  • The average gross retention rate in managed services customer base is 90%
  • Creation and monitoring of MBOs and KPI’s
  • Lead deployment of best practices to maximize customer adoption and ROI
  • Built operations and reporting framework in Salesforce for forecasting; retention; revenue; 3rd party cost management; utilization; demand planning reports and dashboards for executive leadership

Manager of Global Sourcing

Salesforce.com
04.2012 - 12.2014
  • Senior talent acquisition leader responsible for sourcing efforts and project management of a 45-person Global Recruiting team across all corporate divisions globally encompassing mission-critical roles and hires for Sales, Technology, Client Services, Finance, and International (EMEA/APAC)
  • Created, scaled, and led the global talent acquisition sourcing team resulting in $3.5M in global savings over 3 years
  • Directly managed a cross-functional team of 13 Inbound and Outbound Candidate Sourcers
  • Responsible for over $3M in savings directly correlated to Sourcing team hires
  • Responsible for an increased percentage of global hires from employee referrals to a record-high of 41%
  • Led cross-departmental teams as Senior Project Manager for mission-critical executive projects
  • Led team of 14 HR professionals on a 6-month project to improve the operational process; implemented changes
  • Responsible for vendor management for $400k+ in annual technology spending on LinkedIn, GlassDoor, CareerBuilder, Dice.com, Jobvite Engage, Indeed, and others

Talent Director, Senior Talent Leader

Kforce Inc
05.2005 - 03.2012
  • Senior Talent Leader that contributed to executing and improving sourced and placed executive candidates nationwide up to Vice President level while mentoring leaders on a national scale for one of the largest staffing companies in the world.
  • Drove the Indianapolis office to go from being ranked 48th (out of 52) to #1 in the country
  • First Indianapolis producer to be ranked #1 in the country for Kforce
  • Recognized as the fastest producer in branch history to reach the $1 Million and $2 Million Club for gross profit
  • Created scalable recruiting programs and methodologies that were adopted universally to 50+ offices
  • Leveraged success to build a mentorship program for selected high-potential employees regionally and nationally

Education

Bachelor of Arts - English Literature

DePauw University
Greencastle
04.2001

Skills

  • Startups and Acquisitions
  • Multimillion-Dollar P&L Management
  • Budget Analysis
  • Process Redesign
  • Organizational Restructure and Change
  • Business Leadership
  • Global Sales and Marketing
  • Team Leadership
  • Staff Development
  • Departmental Operations Management
  • Strategic Planning
  • Public Speaking Talent

Timeline

VP of Client Experience; VP of Recruiting and Sourcing

SilkRoad
01.2022 - Current

Vice President of Customer Success

Entelo (Acquired By SilkRoad)
01.2020 - 08.2022

Senior Director of Professional Services

Jobvite
01.2014 - 01.2020

Manager of Global Sourcing

Salesforce.com
04.2012 - 12.2014

Talent Director, Senior Talent Leader

Kforce Inc
05.2005 - 03.2012

Bachelor of Arts - English Literature

DePauw University

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Andre Boulais