Steve Servais
Henderson,NV
Summary
Accomplished leader with expertise in customer onboarding and operations management, having led a 33% improvement in customer time to value at Inside Real Estate. Skilled in strategic planning and cross-functional collaboration, driving SaaS implementation and technology adoption. Proven track record in enhancing customer experiences and fostering continuous improvement through data-driven performance metrics and innovative solutions.
Overview
24
24
years of professional experience
Work History
Vice President of Customer Onbarding
Inside Real Estate
Murray, UT
01.2020 - Current
- Lead a department of 70 people, with 5 direct reports, onboarding real estate SaaS to SMBs, mid-market, and complex enterprise customers.
- Onboard, coach, and support staff members, promoting a continuous improvement mindset to boost productivity by 57%
- Designed and implemented a customer journey, leveraging AI, automation, and customer outreach process improvement procedures. Time to value improved by 33%.
- Oversaw project management processes to ensure the timely delivery of RE/MAX and Home Services of America customer onboarding. Over 100,000 users were onboarded successfully, on time.
- Collaborated with sales, product, engineering, and customer success teams to streamline UX and minimize time to value.
- Spearheaded efforts to enhance customer service processes while maintaining quality assurance standards. CSAT scores increased by 40%.
- Designed incentive programs that motivated staff members while ensuring profitability targets were met.
- Implemented data-driven performance metrics to evaluate team effectiveness and operational success.
- Developed a forecasting model to ensure coverage for incoming customers across all SaaS platforms sold.
Chief Operating Officer
Bhgre Kansas City Homes
Overland Park, KS
11.2017 - 09.2019
- Led operations for a real estate brokerage transacting over $1.4 billion in sales.
- Guided substantial capital investments in technology and infrastructure with a focus on scalability. The agent tech stack was revolutionized over 18 months by leveraging emerging technology trends.
- Reached 79% SaaS adoption rate through a multi-pronged, collaborative approach, focused on reducing time to value.
- Developed and refined short- and long-term strategies to drive growth and profitability. Agent count increased by 20% in less than a year.
- Directed the daily operations of the Marketing, Technology, Relocation, Administrative, and HR departments.
Chief Operating Officer
Bhgre Bradfield Properties
San Antonio, TX
11.2013 - 10.2017
- Led operations of a real estate brokerage that grew from $275M in sales to $630M.
- Executed a strategy for expansion into three new markets through acquisition. Agent count increased by 130%.
- Streamlined training across all regions that resulted in a 16% increase in productivity.
- Collaborated with sales, marketing, accounting, and IT teams on a technology transformation. Consumer website and operational software was transformed
Business Consultant
Realogy
Madison, NJ
06.2010 - 10.2013
- Consulted with franchisees across Century 21 and Better Homes and Gardens Real Estate brands, across the Western U.S.
- Collaborated with operations teams to successfully open and grow eight new franchise locations in 18 months.
- Spearheaded technology adoption initiative for two major clients, enhancing agent CRM usage.
Designed and executed four-week contest, boosting agent participation by over 20%. - Identified and facilitated a customer acquisition that increased their revenue by 46%.
- Partnered with cross-functional team to revamp process for onboarding new franchisees and enhance franchisee adaptation to marketing initiatives.
Real Estate Agent
Edina Realty
Minneapolis, MN
08.2001 - 06.2010
Education
MBA -
University of St. Thomas
Saint Paul, MN08-2011
Bachelor of Science - Agricultural Economics
Purdue University
West Lafayette, IN05-1996
Skills
- Customer onboarding
- Data analysis
- Project management
- SaaS implementation
- Performance metrics
- Change management
- Complex Problem-solving
- Cross-functional team leadership
- Verbal and written communication
- Operations management
- Continuous improvement
- Cross-functional collaboration
- Technology adoption
- Strategic planning
References
References available upon request.
Timeline
Vice President of Customer Onbarding
Inside Real Estate
01.2020 - Current
Chief Operating Officer
Bhgre Kansas City Homes
11.2017 - 09.2019
Chief Operating Officer
Bhgre Bradfield Properties
11.2013 - 10.2017
Business Consultant
Realogy
06.2010 - 10.2013
Real Estate Agent
Edina Realty
08.2001 - 06.2010
MBA -
University of St. Thomas
Bachelor of Science - Agricultural Economics
Purdue University