Marc Lampert

Experience

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  Loral Skynet

  Jan 1997 - Jan 2004

  Managed a 24x7 Call Center supporting satellite service bookings for video broadcastersHad P&L responsibility for $12.3M B2B service – exceeded revenue targets for 3 consecutive years while managing programAchieved cost savings of $1.1M by consolidating call centers Expat assignment in London to establish Business Operations for a start-up satellite services company.Deployed the Finance, Billing & CRM systems on time & under budget.Led the team that developed the company's ordering & scheduling system. Developed offers to support the company's expansion beyond the US market.Managed the transition of a newly acquired Mexican satellite services company into Loral's business operations. As the point person in Mexico City for 10 months, coordinated the transition of all Billing & Contracting functions.

  • Director, Customer Care

    Jan 2002 - Jan 2004

  • Director, Business Operations

    Jan 1999 - Jan 2002

  • International Product Manager

    Jan 1997 - Jan 1999
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  IDT

  Jan 2004 - Jan 2007

  Director, Customer Care

  Established Customer Care program for a start-up wireless service, including Vendor Management, Training & QAStaffed all critical management positions & led the definition of Care policies, procedures and training guides Selected outsource vendors, negotiated contracts and led Quarterly Business ReviewsPartnered with Technology teams on delivery of Billing, CRM, Knowledge Base & Business Intelligence platformsEnsured early stage contact center success through effective performance management of key operational metrics Pokaż mniej

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  Synchronoss Technologies

  Jan 2007 - Jan 2016

  Service Delivery Manager

  Consistently delivered contracted performance results across multiple eCommerce programs utilizing SaaS automation platformsServed as the client advocate to ensure that software & operations teams delivered against contracted performance metrics Close coordination between Sales, Technology and Operations teams to resolve problems, identify areas for improvement and create business requirements for future enhancementsDefine & manage the 24-month technology enhancement roadmap Pokaż mniej

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  Sequential Technology International

  Jan 2016 - Jan 2020

  Senior Customer Success Manager

  Service Delivery Leader for enterprise client programs focused on customer success, operational process execution and contract renewals Primary client contact for executive escalations, root cause analysis reporting & contract renewal discussionsResponsible for program budgeting, forecasting, invoicing and risk management Led & mentored a team of technical managers that delivered complex ordering & provisioning solutions for business customersDetailed gap analysis identified much needed system & process improvements. Cross-collaborated with Technology & Operations teams to deliver enhancements that increased automation rates by 28%. Pokaż mniej

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  Forcepoint

  Jan 2020 - now

  Senior Program Manager, Customer Success

  Support for high-touch Enterprise and tech-touch Scaled Customer Success for our cloud-based cybersecurity products. Led the development of product-specific Onboarding Playbooks & Getting Started Guides.Developed an Onboarding workflow - powered by Gainsight, Salesforce & WalkMe - that promotes self-service, engagement and adoption as customers progress through the first 90 days of service.Created and co-host the "Forcepoint Office Hours" webinar series, where customers & partners can learn best practices from Forcepoint SME's on how to use our products to the fullest. In 2023, 94% of attendees surveyed said they would recommend Office Hours to a peer.Manage a company-wide Voice of the Customer program to collect, analyze and report survey results. Monthly & QBR VOC packages leverage Gen AI tools to identify themes and trends within NPS & CSAT comment data. Pokaż mniej