Douglas Harder

• Transitioned BRM Team to combined Value Realization Specialists, Value Realization Architects and Remedyforce CRM's Team
• Implemented Gainsight Next
• Trained VRS and VRA Teams on Gainsight Next and Salesforce
• Trained Customer Support Escalation Managers on SaaS Operations policies and procedures
• Trained Professional Services Team on new Value Realization Team and SaaS Operations procedures
• Acted as Value Realization Ambassador to SaaS Operations, Security, Support and Engineering Teams to standardize customer communications, lessen customer impact for required maintenance, security improvements and upgrades and implementation of fixes for third party vendors
• Managed Strategic $1M+ accounts, new and existing
• Maintained 100% account renewal

Managed 10 Business Relationship Managers who consistently exceeded all company and team goals by managing 100+ customers through their entire life-cycle from implementation to go-live and daily account management across all of North, Central and South Americas

• Assumed Team management for 6 months during complete executive management turnover maintaining team unity, morale and effectiveness while still managing individual customer portfolio.
• Implemented Team move from Tactical to Strategic focus of Customer Success, Product Adoption, Renewal, Upsell, ROI, Customer Advocacy and Communication
• Customer Success: Worked directly with Sales, Professional Services and Operations to improve customer's implementation experience by reducing timeto go-live
• Product Adoption: Implemented improved product usage and adoption tracking combined with improved reporting format to Customers, Sales and Operations.
• ROI: Develop and implement standard processes to work in concert with Sales Team performing customer Risk/Health Assessments and Success Plans to capture customer's goals, measure how they define success, then working with our Operations, Support and Professional Services Teams to realize that success.
• Communication: Established standard communication standards and processes for both internal company and customer reporting and communications.
• Customer Advocacy: Prioritized customer advocacy as key component for team success. Increased and diversified our customer reference base for peer to peer discussion, success stories, event participation and Community contribution. Implemented Customer Collaboration groups across all regions.
• Manage internal team relationships with Professional Services, Operations, Customer Support, Security, Engineering, R&D and Sales; working directly with each team to improve the service delivery processes to our customers. Hosted global weekly call with Product, Support, PS, Security covering real time topics and events.
• Results: 95% subscription renewal rate, 30% increase in revenue, 100% increase in customer advocacy

• Provided escalation management, problem solving when executive management was unavailable
• Developed and provided New Team member on-boarding orientation, training and stability
• Provided continued training and mentoring for all junior team members
• Maintained customer portfolio of 10+ accounts with $6M ARR
• Built strong customer relationship as Trusted Advisor
• Managed customer on-boarding for enterprise and strategic accounts
• Increased product adoption
• Increased customer education
• Measured and evaluated customer product usage to facilitate capacity increase
• Scheduled and managed application upgrades
• Secured 100% subscription renewals
• Managed data center relocation
• Continued leading Team health initiative

• Maintained customer portfolio of 10+ accounts including managing on-boarding, product adoption, customer education, capacity increase, product upgrades and subscription renewals
• 100% renewal rate
• 50% capacity increase
• Implemented Team health initiative

• Reviewed projects with Sales Account Managers
• Worked with Services Sales Team drafting Statements of Work
• Assembled Delivery Team
• Drafted initial Project Plan based on Statement of Work and customer's schedule
• Delivered On-site Kick-off meeting with relevant customer and BMC and stakeholders
• Joined project requirements gathering workshops ensuring all aspects of statement of work were addressed and planned
• Delivered updated Project Plan based on requirements gathering findings and required deliverables
• Managed project delivery through go-live and hand-off to product support team
• Utilized effective project execution processes via ITIL and PMI standards
• Consistently delivered projects on or ahead of schedule
• Built strong trusting customer and stakeholder relationships
• Achieved profitable service margins exceeding company goals

• Managed all aspects of operations including sales, contract negotiation, cable and wireless installation / testing, maintenance, and customer service. Provided project design and scope of work, and performed customer QA and project completion. Managed budget and project schedules.