Thomas P. Schroeder

Recruited to transform QGenda's Customer Experience (CX) organization to support 20+% annual growth, while transitioning to an a multi-product platform sale. Held P&L responsibility of $60M, leading a 400-member organization comprised of Professional Services, Customer Success, Technical Support, CoE, Training, Customer Education, VoC, and Operations.

• Orchestrated a comprehensive 3-year strategy to scale the organization, completing a major transformation of 400 employees within 9 months, achieving zero customer churn and reducing employee turnover by 50%
• Developed and implemented a scalable, cost effective service model that increased gross margin by 3 points
• Improved Gross Revenue Retention from 96.7% to 98.5% and Net Revenue Retention from 116% to 120%, by establishing a proactive Customer Success group.
• Redesigned technical support with GenAI powered intelligent swarming, enabling SLO adherence of 92% and CSAT score of 4.8/5
• Launched an Enterprise-class Professional Services PMO, enabling a standardize approach to both large-scale enterprise engagements and SMB customers that realized $30M in new ARR implemented in 2024
• Implemented career path frameworks and employee training programs, resulting in a 32 point ENPS improvement and reducing employee attrition from 20% to 9.3%
• Established a Voice of Customer (VoC) program, introducing NPS scoring, lifecycle sentiment monitoring and growing quarterly user groups, leading to while achieving an outstanding CSAT score of 4.8/5 and NPS of 30

Recruited to mature and scale the global professional services organization, transitioning it from a startup to a world-class professional services operation. Directed a team of 200 employees with P&L responsibility for $100M.

• Developed and executed a 3-year strategy to scale operations, expanding the team from 40 to 200 employees within 24 months
• Implemented a scalable delivery model leveraging onshore/offshore labor and delivery partners, reducing time-to-revenue by 20 business days and enabling the seamless migration of over 100PB of customer data
• Established a high-value advanced services portfolio comprising advisory and operational services, driving $50M in annual revenue
• Introduced Employee Voice Survey (EVS) and CSAT scoring systems, achieving a CSAT rating of 9.4 and an EVS score of 93, directly contributing to an NPS score of 85
• Designed and rolled out organizational career paths and a Professional Services training curriculum, reducing attrition to an industry-leading 7%
• Deployed an automation strategy for Professional Services, resulting in a 3-point PS gross margin improvement

Led the transformation of the post-sale customer experience, overseeing a global team of 1,200 across Professional Services, Customer Success, Technical Support. Managed a $150M P&L and $500M operating budget.

• Exceeded key performance metrics, including sales, revenue, gross margin, contribution margin, MTTR, and Cost to Support
• Implemented centralization and offshoring initiatives, contributing to a reduction in COGS by $50M annually
• Cut OPEX by $5M annually through outsourcing Level 1 technical support
• Unified Advanced Services and Customer Success into a single organization, generating $150M in annual revenue
• Optimized installation processes using Six Sigma, reducing intervals by 7 business days