Summary
Overview
Work History
Education
Skills
Timeline
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Trevor Mishler

Elkins Park,PA

Summary

Customer Success Executive focused on Product Development and Global Customer Support in the SaaS Industry that generates and retains revenue. Serving with startups and major corporations, I have generated over $1B in revenue through strategic planning, process improvement, and organizational change.

Overview

31
31
years of professional experience

Work History

Chief Customer Officer

VentureCX World
10.2023 - Current
  • Recruited global talent to develop a People Driven AI-enabled Customer Success Platform resulting in initial funding and customer zero
  • Developed compelling value proposition, driving a 20% increase in customer acquisition
  • Developed and executed GTM strategy, increasing market share by 25% and revenue by 30%
  • Designed organizational structure, improving team efficiency by 25%
  • Collaborated with Venture Capital firms to evaluate customer success initiatives, contributing to a 30% increase in post-investment customer satisfaction.

Director Global Support

Element
08.2022 - 10.2023
  • Pioneered Global Support Manifesto, boosting Element's U.S
  • Revenue by 200% during its B2C to B2B transition
  • Innovated a Proactive Case Management system, optimizing resource allocation, reducing SLA response time for Lifetime Value Customers, and curbing churn by 30%
  • Engineered a Support Offering that shifted Element from a service-dependent model to a subscription revenue stream, infusing an additional 20% revenue into every customer engagement
  • Instituted a Watchlist for tracking at-risk customers and Proof of Concepts (PoCs), achieving a 25% uptick in PoC success and a 10% reduction in customer churn
  • Spearheaded the definition of pivotal roles such as Customer Success Manager, Technical Account Manager, and Support Engineer, positioning the company for future growth.

Senior Manager

Red Hat Global FSI
08.2019 - 08.2022
  • Led the expansion of the team to encompass 21 TAMs and 4 CSMs, culminating in the receipt of the Red Hat Customer Success Excellence Award for 2021 - the highest revenue producing team in the company
  • Forged the Customer Success Executive role to augment adoption and retention, leading to a 15% increase in cross-sell revenue
  • Led collaborative efforts with Customer Zero in the Financial Services Industry, leading to flagship adoption and product enhancements, fortifying Red Hat's market presence
  • Coached 3 teammates to the level of Red Hat Chairman's Award Recipients.

Manager, Global Customer Success

Red Hat Greater New York City Area
08.2017 - 08.2019
  • Developed the Multi-product TAM role, empowering TAMs to support multiple Red Hat products, resulting in 50% enhanced TAM retention and cross-product revenue generation
  • Expanded the team to 15 TAMs and 4 CSMs through strategic cross-selling and upselling of the Red Hat Portfolio, boasting zero customer churn or missed revenue during any quarter.

Senior Customer Success Manager

Red Hat Greater New York City Area
09.2012 - 08.2017
  • First Customer Success Manager for the NA-FSI Vertical at Red Hat
  • Responsible for Customer Journey of Financial Services Industry Clients in North America
  • Defined the CSM role and developed the connection between Customer Success and the Technical Account Manager Role
  • Established the model organization for collaboration across all departments by pairing pre and post sales engineering resources to allow for easy transition during the customer journey.

Director of Operations

Algorithmic Trading Management (ATM)
Jersey City, United States
03.2010 - 05.2012
  • Directed operations for an Algorithmic Trading SaaS company catering to major Bulge Bracket Banks in North America, overseeing activities and establishing policies that positioned the company for acquisition
  • Successfully facilitated the acquisition of the company by a prominent Investment Banking firm.

Engineer Manager

US Army Corps of Engineers Global
06.1993 - 07.2001
  • Airborne Combat Engineer - Managed all aspects of engineer operations from design and planning to execution.

Education

Master of Science (MS) - Engineering Management

Missouri University of Science and Technology

Bachelor of Science (BS) - Engineering Management

United States Military Academy at West Point

Skills

  • Customer Success
  • Product Development
  • Global Customer Support
  • Strategic Planning
  • Process Improvement
  • Organizational Change
  • Leadership
  • Revenue Generation
  • GTM Strategy
  • Team Efficiency
  • Customer Acquisition
  • Customer Satisfaction
  • Support Management
  • Proactive Case Management
  • Resource Allocation
  • SLA Response Time
  • Churn Reduction
  • Subscription Revenue
  • Watchlist Management
  • Proof of Concepts (PoCs)
  • Customer Success Management
  • Technical Account Management
  • Coaching
  • Team Building
  • Cross-Sell Revenue
  • Market Presence
  • Growth Management
  • Product Professional Development
  • Multi-Product Support
  • TAM Retention
  • Cross-Product Revenue Generation
  • Collaboration
  • Value Retention
  • Acquisition Leadership
  • Change Management
  • Operations Management
  • Engineering Management

Timeline

Chief Customer Officer

VentureCX World
10.2023 - Current

Director Global Support

Element
08.2022 - 10.2023

Senior Manager

Red Hat Global FSI
08.2019 - 08.2022

Manager, Global Customer Success

Red Hat Greater New York City Area
08.2017 - 08.2019

Senior Customer Success Manager

Red Hat Greater New York City Area
09.2012 - 08.2017

Director of Operations

Algorithmic Trading Management (ATM)
03.2010 - 05.2012

Engineer Manager

US Army Corps of Engineers Global
06.1993 - 07.2001

Master of Science (MS) - Engineering Management

Missouri University of Science and Technology

Bachelor of Science (BS) - Engineering Management

United States Military Academy at West Point

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