Todd Dyer
Customer Experience Executive
South Hampton,NH
Summary
Seasoned Customer Experience Leader with a demonstrated history of success in growing highly efficient teams dedicated to providing exceptional customer experiences. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Vice President, Customer Success
UConnect
11.2023 - 04.2024
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities
- Improved new logo acquisition onboarding experience, reducing time to value (TTV) from 6 weeks to 21 days.
- Leveraged existing technology stack to automate workflows and streamline processes, resulting in increased productivity and cost savings.
- Provided strategic guidance to consolidate Technical Support tools resulting in improved ticket tracking, reporting, and team efficiency resulting in 50% faster response times and improved CSAT
- Negotiated high-value at risk renewals that maximized profitability while maintaining customer satisfaction.
Vice President, Customer Success
Minim, Inc
09.2021 - 04.2023
- Led a team of 25, including Support Managers, Solutions Engineers, and Technical Support Representatives that served Minim's ecommerce and partner ISP customers.
- Established performance goals for department and provided methods for reaching milestones resulting in a 9% increase in CSAT, a 30% decrease in time to first reply, and a 25% decrease in average solve time.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies through existing tools.
- Mentored Managers to promote productivity, accuracy, and commitment to friendly service within their teams.
- Identified opportunities to improve business process flows and productivity through cross collaboration with other Senior Leaders.
- Collaborated with Executive management to develop strategic initiatives and long term goals.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Senior Director of Customer Operations
Oracle Cloud Infrastructure
01.2019 - 07.2021
- Built a global 24x7 Tier 2 escalation Support team, including hiring, management development, TPM oversight, creation of success criteria/KPIs, all with executive visibility
- Lead a global team of 2 Directors, 15 Managers, Workforce Manager, and over 100 front line Support Engineers.
- Provided weekly project status updates to Senior and Executive leadership
- Drove the creation of key KPI reports for executive audiences
- Drove several team projects including the creation of a tiered support model, consolidation of knowledge management repositories and the introduction of more aggressive internal support SLOs resulting in a 41% increase in SLO attainment for initial response and a 84 % decrease in time to resolution of customer tickets over a 12 month period
- Developed strong relationships with associated service teams, meeting regularly to discuss support roadblocks and customer pain points.
- Helped to shape and drive the plan for migration of approximately $100 million in legacy GBU revenue onto OCI, working with numerous senior leaders and executives from both teams to ensure customer and revenue retention.
Director of Product Support
Oracle+Dyn
05.2014 - 01.2019
- Led post-sale Technical Support and Technical Documentation teams responsible for the OCI Edge and Connectivity space as well as the Legacy Dyn product suite (post acquisition)
- Collaborated with Product and Operations teams regularly on enhancement requests, escalation efficiency
- Reduced the time to resolution of OCI Edge Services support tickets by over 50% in a 3 month time frame
- Provided pre-sales assistance to Sales and TAM teams for key accounts.
Education
Bachelor of Science - Geological And Earth Sciences
Salem State University
Salem, MA 09.2001 - 05.2005
Skills
Leadership and Mentoring
Performance metrics analysis
Relationship building and retention
Customer Service
Metrics Tracking
Technical Support
Incident Management
Timeline
Vice President, Customer Success
UConnect
11.2023 - 04.2024
Vice President, Customer Success
Minim, Inc
09.2021 - 04.2023
Senior Director of Customer Operations
Oracle Cloud Infrastructure
01.2019 - 07.2021
Director of Product Support
Oracle+Dyn
05.2014 - 01.2019
Bachelor of Science - Geological And Earth Sciences
Salem State University
09.2001 - 05.2005
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