Eric Bonnette

Experience

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  Catalina USA

  May 2005 - Aug 2009

  Loyalty Support Analyst Team Lead

  • SLA adherence improved from 80% to 95% +.• Ensured service excellence with successful completion of all customer requests and delivered customer satisfaction scores of 98% and above.• Implemented quality control measures and conducted periodic performance evaluations of the team which resulted in improved customer communication and resolution accuracy by 40%.

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  Dell EMC

  Aug 2009 - Jul 2014

  Sr. Global Technical Support Manager

  • Developed team of 15+ global technical support engineers, operations program managers, and Elite Account Managers, resulting in customer satisfaction rating of 9.0 or higher and a 20% year-over-year increase in customer satisfaction. Reducing time to relief by 50%.• Developed a global staffing/capacity model with a scheduling team responsible for workflow vs incoming demand heat mapping.• Led the build out for customer facing 24x7 MLS and Live Chat platforms, resulting in a 95% customer satisfaction rate within the chat experience. Show less

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  Genesys | Interactive Intelligence

  Jun 2014 - Jul 2015

  Sr. Global Technical Support Manager / Operations Manager

  • Identified to build out PureCloud's global technical support organization from ground zero. Consistently exceeding 99.9% SLA compliance, resulting in an increase in customer retention & CSAT at 95%.• Led the establishment of leading KPI around support and operations delivery leveraging SalesForce/ ServiceCloud in addition to Knowledge Centered Services (KCS) practices and frameworks, resulting in self serviceability with reduced customer effort and an increase in deflection of volume of nearly 15% with an upward trend.• Established product supportability and product intelligence centric support processes with feedback into engineering and PM leading to removal of common and impactful issues as well as embedded self serviceability within the product. Show less

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  Qlik

  Jun 2015 - Jan 2018

  Director of Technical Support and Customer Success

  •Directed both Technical Support & Customer Success for the Americas as well as Partner Management for South America. •Introduced Live Chat, automated skills based routing, and quality assurance programs for Technical Support and escalation management resulting in improved: CSAT to 96%, NET promoter to 85%, Time to resolve reduction of 40%, Deflection of 15% •Developed programs intended to reduce Customer effort through automation, product intelligence, and lean six sigma principles resulting in 75% improvement. •Led efforts around cloud transformation specifics for shifting from supporting on-premises to SaaS. •Improved the OEM partner support model and offerings by tailoring support to meet the needs of strategic partners, resulting in revenue growth and improved customer satisfaction. •Spearheaded the optimization of recruitment process resulting in a reduction in time to fill requisitions by 50%. Growing the team by 2x in just under 2 yrs. Show less

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  Cohesity

  Jan 2018 - Jul 2019

  Director Global Operations - Customer Success, Technical Support: Raleigh Site Executive Lead

  •Recruited to establish and lead Global Operations for Technical Support, Technical Account Management, and Customer Success. Achieved 99.9% SLA, 90%+CSAT, and NPS while navigating Hyper-Growth. Archived improvements to margins > 50%. •Oversaw administration and evolution of Salesforce Service Cloud, Gainsight, and Five9 SaaS contact center solution. Led development and roll out of operational metrics and business analytics (including CSAT, NPS) for Technical Support, Customer Success•Incubated work-streams to improve customer experience and drive revenue growth with Customer Success, Product Management, Product Engineering, and Sales teams to identify and execute on enhancement requests, cross-sell and up-sell opportunities. •Developed and implemented Knowledge-Centered Services (KCS) and Live Chat resulting in 20% reduction in time to resolve, 19% increase in case deflection. •Spearheaded evolution of customer and partner portals as well as establishing eco system for partner led L1/L2 support. Show less

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  Storable

  Jul 2019 - May 2020

  Director Technical Support, Customer Success, & Operations

  •Recruited to manage a customer service ecosystem comprised of 4 core products/services (payments, 2 SaaS, websites). Centered around the convergence of multiple technical support teams due to M&A. •Implemented formal customer onboarding, and framework for customer engagement. •Developed frameworks for providing and tracking client feedback to marketing, sales, product, and engineering to improve the overall customer experience throughout their journey. •Identified to lead implementation of contact center SaaS solution PureCloud, Salesforce Service Cloud, and Gainsight Customer Success platforms. •Developed and implemented a new CSAT/NPS program increasing conversion rates beyond 25%. •Achieved CSAT/NPS improvement to 85% and greater than 50% first call closure, through the implementation of KCS, self-service channels, and Skills-Based Routing. •Implemented a robust quality assurance program for support and services delivery maintaining a 90% software subscription renewal rate. Show less

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  Qualys

  May 2020 - Jun 2021

  Director Technical Support & Customer Success, Americas

  •Directed a team of 55+ in Technical Support and Customer Success for North and South America, growing the teams by 55% and 40% within the first year—increased customer satisfaction to 90%. Primarily responsible for Accelerated Time to Value, Self Serviceability, Risk Mitigation, and Maximizing Adoption. •Achieved a net retention rate of 120%+. Maintaining approximately 200 million in ARR.•Developed a formal customer onboarding process, implementing a customer engagement QA program, evolving to leading KPIs, and scaling the customer journey through personal and digital delivery models such as live chat and product embedded self service. •Responsible for the enhancement of the customer support experience and internal support tools including the implementation of AI solutions, resulting in efficiency gains up to 50% and a significant reduction in support tickets. Show less

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  Ping Identity

  Jun 2021 - now

  Senior Director Customer Success Outcomes

  •Recruited to lead the establishment and evolution of Americas customer success organizations, along with global CS operations. With a successful IPO•Responsible for 60%+Global ARR growing from 120-400 mil + at ForgeRock, successfully increasing customers' annual renewal rate to 95%+, year over year. (currently maintain 600 mil+ in revenue post merger)•Championing and co-leading the design, implementation, and evolution of our customer Engagement Framework, Gainsight platform, NPS program, Customer Value Management, and Business Outcome Success Planning. Achieving a Gross Churn Rate of less than 4% (a 60% improvement in under 2 years), improved NPS to sustained 80%+, Gross Retention Rate of 98%+ for top tier customers•Implemented framework enabling CSMs to identify and qualify leads (CSQLs) for cross-sell/up-sell. The result was a 97%+ acceptance rate and significant revenue uplift•Navigated transformative change by leveraging data-driven insights to anticipate customer needs and proactively mitigate risks, exceeding customer satisfaction by 30%.•Supervised cross-functional teams and cultivated collaboration with key stakeholders, ensuring seamless communication between Customer Success, Sales, Product, and Support functions. Show less