Summary
Overview
Work History
Education
Skills
Websites
Pronouns
Activities
Timeline
Generic

Yasi Alemzadeh

Portland

Summary

Dynamic leader with a proven track record at Routeware, driving transformational initiatives that enhanced operational efficiency and customer satisfaction. Expert in strategic planning and cross-functional collaboration, I successfully led teams to achieve a 112% net revenue retention, fostering innovation and delivering exceptional customer engagement.

Overview

20
20
years of professional experience

Work History

Chief Transformation Officer

Routeware
Scottsdale
01.2025 - Current
  • In response to the evolving needs of our customers, Routeware created the role of Chief Transformation Officer(CTrO) to help customers identify opportunities for extracting value from Routeware Technology Solutions. By empowering our customers to achieve their own technological transformations we help them overcome organizational & technological challenges, inspiring change and fostering innovation.
  • Led organization-wide transformation initiatives to enhance operational efficiency.
  • Developed strategic plans to align business goals with market trends.
  • Facilitated cross-departmental collaboration to drive innovative solutions.
  • Managed change management processes to minimize resistance among stakeholders.
  • Monitored industry trends; recommended modifications in products and services accordingly.
  • Developed and implemented a comprehensive transformation strategy to drive business growth.
  • Provided executive leadership and guidance on complex organizational change initiatives across multiple departments.
  • Drove transformational adoption initatives to drive strategic ARR growth

Chief Customer Officer

Routeware, Inc
Scottsdale
07.2022 - 01.2025
  • During my tenure as Chief Customer Officer at Routeware, I was entrusted with leading multiple teams, including Professional Services, Fulfillment, Product Management, Customer Success, Technical Account Management, and Technical Support. My primary focus was to build and scale these teams globally, ensuring we provided exceptional technical expertise and advocacy to our customers.
    Key Achievements:
    • Team Leadership: Successfully built and led global teams across various functions, including the creation of the Technical Account Management team to enhance customer support and advocacy.
    • Customer Success: Drove initiatives that significantly improved customer satisfaction and retention, contributing to a steady rise in our net revenue retention, which reached 112%.
    • Strategic Leadership: Played a pivotal role in the "Office of the CEO" alongside the CTO, Interim CFO, and CRO, where we collectively managed the business as co-CEOs during a 7-month transition period.
    • Business Growth: Contributed to the company's impressive growth, doubling our revenue during my time in this role, both organically and through M&A.
    • Operational Excellence: Implemented strategies that enhanced our net revenue retention and gross retention rates, ensuring sustainable growth and customer loyalty.
    My time as Chief Customer Officer was marked by a commitment to driving customer success and operational excellence, positioning Routeware for continued growth and innovation.
  • Developed customer engagement strategies to enhance satisfaction and retention.
  • Led cross-functional teams to improve customer experience across all touchpoints.
  • Oversaw customer service operations to ensure high-quality support delivery.
  • Collaborated with marketing teams to align messaging with customer needs.
  • Established key performance indicators to measure service effectiveness and efficiency.

VICE PRESIDENT OPERATIONS

EROAD, INC.
06.2018 - 07.2022
  • Management of all customer operations teams for North America business, including Supply Chain & Customer Fulfillment, Technical Support, Customer Service, Onboarding/Implementation, Safety & Compliance, Professional Services & Project Management, pre-sales engineering, Customer Success, and Technical Account Management.
  • Management of Budget and business units P&L's
  • Develop strategy & build Customer Success, Technical Account Management and Professional Services methodology for global business operations - to provide a seamless, repeatable, and scalable process for a superior global customer experience.
  • Develop and define customer health scores, NPS scoring, QBR templates, Risk factors and Customer Success Program used for onboarding of new employees and team members
  • Work with Executive team on global business strategic initiatives and execution
  • Governance & Execution of global system-wide systems change process for CRM systems
  • Implementation of technology platforms to digitize call intake, chats, and product adoption data allocation.
  • Developed & Executed strategy for M&A activity; reorganization of post-sales customer operations teams to work towards scalability as a growth engine in North America.
  • Implemented analytics in post-sales teams to provide data points across customer insights, product adoption metrics and business opportunity.

VICE PRESIDENT CUSTOMER SUCCESS/ACCOUNT MANAGEMENT

AMCS GROUP
01.2016 - 06.2018
  • Strategize, develop, and implement Customer Success strategy and methodology for the global organization with transition of AM team to proactive Customer Success model.
  • Development and execution of customer lifecycle and journey touchpoints, hand-offs and processes to provide a global customer experience post-sale.
  • Develop and define customer health scores, NPS scoring, QBR templates, Risk factors and Customer Success Program used for onboarding of new employees and team members
  • Participation with executive board and investments firms to set overall company strategy for NA, including due diligence for acquisitions
  • Collaborated with finance and sales, sales operations, and sales engineering teams to define repeatable processes for identifying and tracking renewals, churn forecasting, and upsell $'s by customer.
  • Collaboration and strategy creation with product development team to identify features and functionality to add to enhance product, and overall customer experience/satisfaction.

VICE PRESIDENT MARKETING

AMCS GROUP (PREVIOUSLY PC SCALE)
04.2010 - 01.2016
  • Develop and implement overall marketing strategy to drive brand awareness, traffic, leads, and revenue including SEO, web content creation, etc.
  • Initiation & management of company rebranding - including logo changes and color scheme changes, website changes, and social media presence.
  • Development of financial objectives and associated metrics, in partnership with business unit leaders, to measure performance of marketing activities related to their marketing spend.
  • Manage sales and marketing budget and strategize marketing campaigns for both upselling to existing customers and 'new logo'
  • Sales demos & management of prospects/quotes over $100k (major accounts)
  • Development of Marketing Department; including convention booth redesign, advertising and marketing lead generation, etc…
  • Development of business strategy models, work with constant contact to send deliverables to prospects and gain company exposure.
  • Preparation and organization of conventions, luncheons, etc.
  • Manage budgets for marketing and advertising dollars.
  • Sales to existing customers as well prospects - provide onsite demonstrations and review and response to prospect RFP's.
  • Involvement with development committee on user interface design and new technology and functionality.

OPERATIONS MANAGER

PC SCALE TOWER
01.2006 - 04.2010
  • Management of software implementations and post-sale activities. Direct management of project managers, software trainers, consultants (revenue generating) and account managers.
  • Sales to existing customers as well prospects - provide onsite demonstrations and review and response to prospect RFP's as well as well as high-level consulting.
  • Direct involvement with Product Development Department/President of Development in design, enhancement and architecture changes to .NET application built with C#.
  • Training of all new Project Managers and Software trainers. Trained on processes, procedures, internal policies, etc…
  • Provide Customer Support to Customers to ensure satisfaction with Project Managers, Training & general satisfaction.
  • Implemented new Operations Guidelines/Procedures for Project Managers for implementations. Implemented new Training Guidelines/Manuals for Trainers when training new users on software.
  • Direct assistance with Support Manager and staff to assist with high-level software issues/questions.
  • Provide relationship between project/account managers/trainers and support department after software implementation.
  • Involvement of implementation projects from Sale to Support. Software Implementation for 100+ system users.
  • High-Level System/Architecture Technical Specifications of .NET application.

Education

Advanced Financial Statement Analysis Certified

Columbia Business School
06-2025

SIX SIGMA BLACK BELT -

AVETA BUSINESS INSTITUTE
07.2021

MASTER OF BUSINESS ADMINISTRATION (MBA - EXECUTIVE PROGRAMS) -

PEPPERDINE UNIVERSITY
12.2009

BACHELOR OF SCIENCE - INFORMATION & COMPUTER SCIENCE

UNIVERSITY OF CALIFORNIA IRVINE
06.2002

Skills

  • Strong leadership & communication
  • Customer engagement
  • Cross-functional collaboration
  • Strategic planning
  • Team leadership
  • Operational efficiency
  • Project management
  • Change management
  • Business process improvement
  • Operational excellence
  • Cross-functional team leadership
  • Value stream mapping
  • Effective communicator and public speaker
  • Management team leadership
  • Strategic Planning & Analysis
  • Team Building & Organizational Behavior/culture
  • Six Sigma Methodologies & Kaizen
  • Thought leadership

Pronouns

she/her

Activities

  • Board Member, Ronald McDonald House Charities of SW Washington and Oregon
  • Mentor, PDXWIT (PDX Women in Technology)

Timeline

Chief Transformation Officer

Routeware
01.2025 - Current

Chief Customer Officer

Routeware, Inc
07.2022 - 01.2025

VICE PRESIDENT OPERATIONS

EROAD, INC.
06.2018 - 07.2022

VICE PRESIDENT CUSTOMER SUCCESS/ACCOUNT MANAGEMENT

AMCS GROUP
01.2016 - 06.2018

VICE PRESIDENT MARKETING

AMCS GROUP (PREVIOUSLY PC SCALE)
04.2010 - 01.2016

OPERATIONS MANAGER

PC SCALE TOWER
01.2006 - 04.2010

Advanced Financial Statement Analysis Certified

Columbia Business School

SIX SIGMA BLACK BELT -

AVETA BUSINESS INSTITUTE

MASTER OF BUSINESS ADMINISTRATION (MBA - EXECUTIVE PROGRAMS) -

PEPPERDINE UNIVERSITY

BACHELOR OF SCIENCE - INFORMATION & COMPUTER SCIENCE

UNIVERSITY OF CALIFORNIA IRVINE

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