ANTHONY M. ROBINSON
Brentwood,CA
Summary
Visionary and data-driven Customer Experience executive with a proven track record in scaling global CX operations, driving customer advocacy, and transforming support functions into strategic growth engines. Over 10 years of leadership in designing end-to-end customer journeys, implementing VOC programs, and partnering cross-functionally to eliminate friction and deliver measurable business outcomes. Recognized for building empowered, high-performing teams and architecting seamless, AI enabled support strategies across enterprise SaaS environments. Passionate about leading with curiosity, challenging the status quo, and aligning CX with revenue growth.
Overview
12
12
years of professional experience
Work History
Sr. Manager Customer Experience
IVANTI (PULSE SECURE)
01.2015 - 01.2023
- Directed end-to-end customer experience strategy for global mid-market and Enterprise accounts, driving service design, VOC implementation, and strategic alignment with C-level partners. Led CX transformation initiatives across support, product feedback, and feature adoption, enabling a 120% growth in service expansion.
- Designed and executed 24x7 proactive support operations via a hybrid AI + human model, reducing friction and elevating customer satisfaction scores. Successfully led geographically distributed teams (including offshore) while aligning local needs with global CX strategy — driving consistency in customer delivery and regional satisfaction gains.
- Spearheaded global Voice of the Customer feedback loop and operationalized customer insights to influence road-map decisions across Product and Engineering teams.
- Led a cross-functional effort to streamline customer on-boarding and accelerate feature adoption, resulting in measurable gains in Time-to-Value and retention.
- Contributed to 120% growth of service opportunities in strategic accounts globally.
- Transformed Customer Success team into a revenue-contributing unit by aligning support strategies with up-sell/cross-sell motions — directly influencing expansion revenue.
- Monitored and controlled $6M in inventory across sophisticated supply chain and logistics channels through effective vendor relationship management and contracting as a leader in inventory management.
- Established global support excellence metrics (TNPS, CES, PRS) and led sprint-based initiatives to address root cause issues from VOC analysis.
- 120% Growth
- Service Level Excellence
- Customer Satisfaction & Retention
Inside Sales / Supply Chain Specialist
ANIXTER INC
01.2012 - 01.2015
- Cultivated, sustained, and managed relationships with over 250 OEM contract manufacturing accounts in the Silicon Valley to meet service and supply chain needs spanning JIT, consignment, and stock rotations.
- Established new and existing supply chain channels in collaboration with end-users, utilizing research to identify and recommend products that meet strict guidelines and UL standards.
- Managed procurement processes in conjunction with engineers, senior buyers, and design makers to meet deadlines and management goals, ensuring product availability for future release dates.
- Achieved Presidents Club every year for new business growth
- Secured expansion deals and ensured reciprocity by managing contract negotiations and end-user pricing with 500+ manufacturers.
- Key Account Management
- Supply Chain Optimization
- Revenue Maximization
Sales Representative / Shipping & Freight Consultant
INXPRESS U.S.A.
01.2011 - 01.2012
- Prepared and submitted daily activity and results reports. Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Collaborated with service providers to facilitate product movement for inbound and outbound clients.
- Identified advanced solutions in collaboration with a wide range of companies from small start-ups to seasoned organizations in order to streamline shipping processes and lower costs.
- Generated additional orders and maximized revenue by establishing new accounts through aggressive outreach and planning, while simultaneously servicing existing accounts.
Education
Bachelor of Arts - Media Studies & Sociology
University of California – Berkeley
Berkeley05.2014
Skills
- Salesforce
- Staff Training & Development
- Operational Excellence
- Cross-functional Collaboration
- Cost & Budget Management
- Product & UX Collaboration
- Strategic Planning & Execution
- AI-Driven Support Models
Consulting Experience
- American Heart Association- Technical writing for new financial system upstream / downstream effect. Visio documentation and technical writing review and creation.
- Ivanti- Project Manager, SCRUM Master for quoting POD and Master Data Management implementation, along with Supply Chain Software. Program manager for process improvement in Hardware Operations and RMA, Supply Chain Operations.
- Seertech Solutions- Customer Success Sr. Manager, Designed and led VOC program, KPI tracking, and CX improvement sprints for SaaS learning platform — focused on proactive support, outage mitigation, and driving customer health metrics.
Entrepreneurial Experience
- Managing Partner of American Bull- High tech Consulting firm specializing in PM, SCRUM Master, Process Improvement, Master Data Management, CPQ, SFDC Improvements, Implementation, and Gap Analysis.
- Founder, Designer, and Inventor of KIDSNET- KIDSNET increases our children's protection and safety through state-of-the-art technology, providing real-time mobile updates of a child's location and alerting parents if a child is exposed to extreme heat conditions, eliminating the risk of fatal heat exposure.
Timeline
Sr. Manager Customer Experience
IVANTI (PULSE SECURE)
01.2015 - 01.2023
Inside Sales / Supply Chain Specialist
ANIXTER INC
01.2012 - 01.2015
Sales Representative / Shipping & Freight Consultant
INXPRESS U.S.A.
01.2011 - 01.2012
Bachelor of Arts - Media Studies & Sociology
University of California – Berkeley
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