Todd Brown

Given our business model where customers pay for YOY support/maint, Customer Success is vital to long-term profitability. We will not succeed unless customers receive massive value from our products. As such, this role was created to develop & lead a global team owning satisfaction for our customers. This includes responsibilities for managing Customer Success activities (customer on-boarding, user adoption, advocacy, retention) & outcomes (maximum renewals, low churn/shrinkage, identifying add-on sales).

Initially responsible f/all dev & admin of business systems & processes. As volume of work exceeded capacity, successfully developed team of analysts. This enabled bandwidth to hold a strategic edge to deliver exemplary value while maintaining high level of responsiveness to feature/process/trouble requests. Led implementations of Dynamics GP & CRM, SFDC, FinancialForce, Eloqua, Marketo, Zendesk & Service Cloud; FP&A evolution from FRx>MR>Adaptive Planning; & integrations w/in-house licensing system.