Ron Rowan
Wilmington,NC
Summary
EXECUTIVE | CLIENT SERVICE, CUSTOMER CARE, IMPLEMENTATION
Performance-driven Vice President with 40+ years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
23
23
years of professional experience
Work History
VP, Migration Center of Excellence
EMS LINQ, Inc. (SaaS Company Focused On EdTech)
06.2022 - 09.2023
- Led company's effort to consolidate legacy products into new SaaS product offerings.
- Developed Strategy, project plans and prioritization across nutrition product suite with 700+ accounts, ERP product suites with 900+ accounts across 4 legacy platforms.
- Executed plans in collaboration with Sr. executive leadership team maximizing customer retention and satisfaction.
- Provided leadership, strategy and knowledge for Gainsight and Churn Zero implementations and integrations.
VP, Client Implementation & Support
EMS LINQ, Inc.
12.2018 - 06.2022
- Executive team member focused on end-to-end customer experience for educational software provider.
- Enabled rapid growth by building and scaling Customer Success, PS, Implementations and Support from concept through execution.
- Led integrations team for fast paced M&A company with ten acquisitions across three vertical markets and directly managed all aspects of the Digital and Automation vertical – 11mil revenue.
- Led up to 150 staff, including 10-12 people managers, and ~$8M budget across Customer Success, Implementation, Technical Support & Engineering teams serving a 3,000+ customer base.
- Fostered culture of continuous improvement impacting customer experience: providing self-paced client onboarding training, streamlining implementation process (saving time) by automating movement of large amounts of data, launching customer interface tools, video training, and others, training Customer Success and Customer Support on product, communication skills, problem resolution, implemented and integrated new technology, including voice, client-facing community, CRM, case management, project management streamlined and implemented new scalable processes through iterative design.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
VP, Customer Success
EMS LINQ, Inc.
12.2018 - 06.2021
- Joined LINQ as Executive team member responsible for all services, including: customer & technical support, customer onboarding and implementation, customer success and M&A integrations/onboarding.
- Led integration and onboarding of 10 acquisition companies for all services functions and associated platforms.
- Stood up enterprise-wide operational platforms, including SalesForce(CRM), Zendesk(Helpdesk), WRIKE(Project Management), DialPad(VOIP).
- Spearheaded Voice of the Customer initiatives, rolling out NPS, CSAT, closed-loop ticketing, offshore support and strengthened customer success management.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
Global Head of Customer Care
CLARIVATE ANALYTICS (formerly Thomson Reuters)
03.2016 - 06.2018
- Led Global Customer technical support and customer service contact center operations located in 15 offices in 11 countries in 7 languages
- Managed separation of Customer Care operations from Thomson Reuters to Clarivate Analytics, ensuring smooth transition and uninterrupted service to customers
- Implemented enterprise-wide metrics and KPI reporting
- Transformed customer-facing platforms, improving ease of effort score by 3% and overall satisfaction by 4.5%
- Strengthened quality and productivity programs, reinventing Quality Management Program, increasing quality scores 3% and delivering best-of-class support to demanding customer base
- Optimized efficiency of the operations, reducing costs 5%
- Guided global team to develop and implement true “follow-the-sun” support model, improving inquiry resolution – First contact resolution improvement of 10% (64% - 74%)
- Implemented new customer-facing service portal and knowledge base, increasing self-service and reducing overall case volumes by 6%.
Director, Customer Care
CLARIVATE ANALYTICS (formerly Thomson Reuters)
05.2013 - 05.2016
- Led global team of technical support representatives providing tier-1 and tier-2 technical and customer support for leading SAAS scholarly publishing platform
- Presented disciplined and rigorous processes to the team, increasing customer satisfaction, revenues and account retention
- Introduced 'Voice of the Customer' concepts, improving customer satisfaction scores by 5% and strengthening customer relationships
- Developed support teams increasing staff productivity by greater than 10% and streamlined case management processes, reducing costs by 16%
- Implemented multi-channel support model, including chat, phones, email and web to case, in addition to in-language support for Chinese, Japanese and Korean client base, increasing value proposition for Asia Pacific universities and researchers
- Led strong collaboration efforts with internal stakeholders (Product Management and Technology), decreasing time for defect resolution and product enhancements.
Managing Director / Client Services Director
GLOBAL CONTACT SERVICES
01.2001 - 03.2013
- Key member of core leadership team with strong entrepreneurial mindset for inbound and outbound call center vendor
- Involved in all aspects of the business: Sales, Client Implementation, Program Management, Organizational design and build
- Took start-up company from concept through execution and growth to 10 centers and over 2K employees as key contributor
- Led Client Services team for project implementation and program management for over $50M block of business
- Ensured successful launches of programs and ongoing execution, exceeding client metric targets
- Managed and executed over $1M in annual political polling work for very demanding client base, exceeding revenue and performance targets
- Provided strategic direction for organizational design, client relationship development and build out for start-up firm growing from zero to over $90M in revenue.
Education
Entrepreneurial Management -
California State University
Fullerton, CAAssociates of Arts (AA), Business Administration -
Saddleback College
Mission Viejo, CASkills
- Customer Support
- Client Relationship Building
- Data Analysis
- Metrics Tracking
- Operations Management
- CRM Software
- Customer Education
- OKRs and KPIs
- Complex Problem-Solving
- Critical Thinking
- Implementation & Training
- Professional Services
- Customer Satisfaction
Websites
Timeline
VP, Migration Center of Excellence
EMS LINQ, Inc. (SaaS Company Focused On EdTech)
06.2022 - 09.2023
VP, Client Implementation & Support
EMS LINQ, Inc.
12.2018 - 06.2022
VP, Customer Success
EMS LINQ, Inc.
12.2018 - 06.2021
Global Head of Customer Care
CLARIVATE ANALYTICS (formerly Thomson Reuters)
03.2016 - 06.2018
Director, Customer Care
CLARIVATE ANALYTICS (formerly Thomson Reuters)
05.2013 - 05.2016
Managing Director / Client Services Director
GLOBAL CONTACT SERVICES
01.2001 - 03.2013
Entrepreneurial Management -
California State University
Associates of Arts (AA), Business Administration -
Saddleback College
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