Devin Roberts
Hudson,OH
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
21
21
years of professional experience
Work History
Director, Implementation & Client Advocacy
Indeed
08.2025 - Current
- Drive and manage cross-regional client advocacy initiatives to align with strategic business objectives, fostering collaboration and significantly enhancing customer satisfaction.
- Oversee comprehensive post-sale programs focused on product quality assurance, branding alignment, and seamless implementation processes.
- Initiate and manage targeted client communication strategies, including monthly value-add campaigns, to drive customer retention and engagement.
- Drive data-driven process optimization and continuous improvement programs to elevate customer success operational efficiency and reduce churn.
Director, Scaled Customer Experience & Support
Glassdoor
06.2024 - 08.2025
- Championed the development and execution of a comprehensive Scaled Customer Experience strategy across multiple regions, enhancing customer satisfaction and loyalty.
- Implemented advanced analytics and customer feedback mechanisms to identify pain points and optimize support workflows, increasing operational efficiency.
- Pioneered automation initiatives in support processes, reducing manual workload and improving response times for high-volume customer inquiries.
- Spearheaded the development and implementation of a centralized, scalable onboarding framework that improved customer adoption rates and significantly reduced onboarding times across multiple regions.
- Launched targeted customer retention programs focusing on at-risk accounts, resulting in a measurable increase of quarterly retention rates from 79% to 90% within the scaled managed services segment.
Sr. Customer Experience Operations Manager, Support & Customer Engagement
Glassdoor
05.2021 - 06.2024
- Led the development and implementation of a comprehensive scaled customer experience strategy, improving customer satisfaction and loyalty across US and EMEA regions.
- Integrated AI-driven customer support tools to enhance proactive issue resolution and predictive analytics within large-scale customer service operations resulting in in case volume reduction of 40%.
- Spearheaded automation initiatives that reduced manual workloads and accelerated response times for high-volume customer inquiries. Support Team went from ~8hr TFR, and a CSAT of ~60% satisfaction to 85% satisfaction.
- Collaborated with product and engineering teams to optimize product provisioning, shortening time-to-value for clients.
Customer Success Operations Manager, Support
Glassdoor
02.2019 - 05.2021
- Managed and supervised a team of Customer Support Specialists located in US and EMEA.
- Regularly assessed team processes to proactively identified risk factors and new growth opportunities.
- Developed scalable and innovative customer programs that resulted in positive, measurable interactions with the support team and with the Glassdoor platform.
- Managed fraud moderation team throughout Glassdoor Self-Serve product lifespan. This team provided protection by mitigating risk to users and customers of the Glassdoor platform.
Sales Operations Manager
Asurint
07.2018 - 02.2019
- Led a multidisciplinary team of sales operations specialists and sales engineers, including trial management, to optimize performance and exceed operational objectives.
- Implemented advanced sales analytics and forecasting models, resulting in a 15% increase in pipeline accuracy and resource allocation.
- Led vendor management and technology integration initiatives to enhance CRM capabilities and sales automation tools.
- Developed scalable solutions for trial management and sales enablement, driving a 20% increase in trial-to-sale conversion rates.
Strategic Partnership Manager
Asurint
06.2017 - 07.2018
- Worked with the sales team to increase assigned Partner Referral New Pipeline Opportunities, resulting in an increase of over 75% between 2017 and 2018.
- Cultivated strategic partnerships with key industry players, resulting in a 40% increase in joint business opportunities and revenue growth.
- Designed and implemented partner enablement programs, including training and resource development, to improve partner performance and sales effectiveness.
- Led cross-functional collaboration between sales, product, and marketing teams to develop co-branded initiatives that enhanced partner engagement and customer acquisition.
Client Experience Manager
Aptaris LLC
05.2016 - 06.2017
- Proactively scoped technical solutions required to address customer needs and optimize the value of Aptaris' enterprise software solution.
- Assisted with high-severity requests or issue escalations as needed for customers.
- Developed a trusted advisor relationship with key customer stakeholders, executive sponsors and strategic partners.
- Established and ran business reviews with internal and external stakeholders.
Solutions Consultant
Aptaris LLC
06.2015 - 05.2016
- Prepared and demonstrated multiple software demos and sales presentations to C-level executives for multiple Fortune 500 companies.
- Conducted in-depth analysis of client requirements to design effective solution roadmaps that drive business value.
- Collaborated closely with sales teams to tailor and deliver customized solutions addressing specific client needs and pain points.
- Provided expert guidance and technical knowledge during implementation phases to ensure seamless integration of software solutions.
Marketing Systems Manager
Aptaris LLC
01.2015 - 06.2015
- Led the development and implementation of marketing automation systems to streamline campaign management and improve lead generation.
- Managed cross-functional teams to integrate marketing technology platforms, enhancing data accuracy and campaign performance.
- Developed and maintained scalable marketing data systems, ensuring seamless integration with CRM and analytics tools for robust reporting.
Onsite Client Services Manager
Aptaris LLC
10.2013 - 01.2015
- Acted as the onsite marketing production coordinator for Southeastern Grocers.
- Developed marketing communications and strategic production operations processes for the creative marketing team at Southeastern Grocers.
- Worked closely with cross-functional teams within Aptaris and Southeastern Grocers to develop and implement strategies to support the marketing department's key goals and objectives.
Pre-Production Specialist
Aptaris LLC
11.2012 - 10.2013
- Coordinated and managed pre-production activities including scheduling, budgeting, and resource allocation to ensure smooth execution of advertising campaigns.
- Collaborated with photographers, designers, and clients to develop and approve creative concepts aligned with brand guidelines and campaign objectives.
Staff Sergeant E-6
U.S. Army National Guard, HHC 2nd Battalion 124th Regiment, RECON PLT
01.2010 - 01.2013
Contractor
Cubic Simulations Systems, Inc.
10.2010 - 12.2010
- Performed demonstrations for Cubic's combat simulation software to international clients.
Team Leader, Sergeant E-5
U.S. Army, HAAF 1st Ranger Battalion 75th Regiment
01.2005 - 01.2010
- Combat experience in: Operation Iraqi Freedom and Operation Enduring Freedom, five deployments between 2006 – 2010.
Education
B.A - Organizational Management
St. Johns River State College
12-2013
Skills
- Program Development
- Customer Advocacy
- Process Improvement
- Team Leadership
- Cross-functional Collaboration
- Onboarding Program Design
- Customer Retention Strategies
- Project Management
- Performance Monitoring
- Customer Support Optimization
- Automation Implementation
Timeline
Director, Implementation & Client Advocacy
Indeed
08.2025 - Current
Director, Scaled Customer Experience & Support
Glassdoor
06.2024 - 08.2025
Sr. Customer Experience Operations Manager, Support & Customer Engagement
Glassdoor
05.2021 - 06.2024
Customer Success Operations Manager, Support
Glassdoor
02.2019 - 05.2021
Sales Operations Manager
Asurint
07.2018 - 02.2019
Strategic Partnership Manager
Asurint
06.2017 - 07.2018
Client Experience Manager
Aptaris LLC
05.2016 - 06.2017
Solutions Consultant
Aptaris LLC
06.2015 - 05.2016
Marketing Systems Manager
Aptaris LLC
01.2015 - 06.2015
Onsite Client Services Manager
Aptaris LLC
10.2013 - 01.2015
Pre-Production Specialist
Aptaris LLC
11.2012 - 10.2013
Contractor
Cubic Simulations Systems, Inc.
10.2010 - 12.2010
Staff Sergeant E-6
U.S. Army National Guard, HHC 2nd Battalion 124th Regiment, RECON PLT
01.2010 - 01.2013
Team Leader, Sergeant E-5
U.S. Army, HAAF 1st Ranger Battalion 75th Regiment
01.2005 - 01.2010
B.A - Organizational Management
St. Johns River State College
Recent Awards
Glassdoor Presidents Club Representative Selected for CXOPS FY24, CEO RSU Award Top 5% of the company FY23, Glassdoor SMASHIES Innovation Award Winner FY21, Glassdoor CS Operations FY 2020 Manager of The Year, Asurint Employee of the Month JAN 2019
Courses
- Bain Accelerate Leadership Academy 2023
- Primary Leadership Development Course 2009
- Ranger School Course 2007
- Airborne Parachutist Course 2007
Military Courses: Expert Infantryman Course, Non-Commissioned Officer Academy, Jumpmaster Course, Advanced Demolition Breacher Course, Fast Rope Master Course, Air Assault Course