Robert Rocheleau

Experience

• 

  The Hartford Courant

  Jun 1987 - Jan 1991

  Atex - Systems Support

  Atex publishing systems support and training

• 

  Sagemaker / divine

  Apr 1994 - Sept 2003

  ECM Senior Technical Consultant - EMEA Centre of Excellence

  Deliver pre and post sales consulting, CX services for EMEA and NA prospects and clients for divine's Search, Content Management, and Content Delivery product and service offerings.► Partner and Customer Engagement / Services Delivery for strategic accounts - successfully closed and implemented projects including:- Barclays IBD - divine Enterprise Content Center- Total SA - divine Enterprise Content Center- Financial Times - News Machine - Major Swiss Sporting NGO - Content Server Show less

• 

  FatWire Software

  Jan 2008 - Sept 2011

  Oversee Professional Services Ops and Partner Alliances Management for the UK/Nordics/DACH► Successfully delivered pre and post sales services for many highly complex £MM engagements► Averaged 100% + team and personal goal achievement CMS solutions architecture, pre-sales engagement, technical account management, service delivery management, partner and client training, evangelism, and bottle washing as needed.► CMS/WEM solution discovery, architecture, development, deployment and programme mgmt► Technical and Commercial Leadership for highly successful SIP and upsell programmes

  • Professional Services Manager - UK/Nordics/DACH

    Jul 2010 - Sept 2011

  • Senior Solutions Architect

    Jan 2008 - Jul 2010
• 

  Oracle

  Sept 2011 - Mar 2012

  Consulting Practice Manager - WebCenter Sites

  Lead consulting services delivery, pre and post sales commercial and technical engagement for the WebCenter Sites (CMS and WEM) service line within the Oracle WebCenter Tech Consulting group. Responded to RFIs, RFPs, managed SOW provision, and service-related Client interaction/negotiation. Onboarded the Oracle Services Sales teams.► 100% client/project retention during protracted Oracle > FatWire acquisition process► 145% avg in services revenue during tenure

• 

  Concrete

  Jul 2012 - Jul 2016

  Head of Professional Services

  SaaS Retail Ops/Comms Execution, Brand and Marketing Management - Share, Plan, Manage, Collaborate solutions for major global brands and retailers.Established structure for and grew, mentored and managed the EMEA (London) and NA (NYC) Pre-Sales, Implementation/Client On-boarding and Client Success Management services teams. Directed pre-sales, on-boarding and programme management services streams. Responded to RFIs, RFPs, managed SOW provision, and all service-related Client interaction/negotiation. ► Executive CSM / Customer Engagement Services Delivery for strategic accounts► Closed and delivered many 6-figure, highly complex engagements► Met or exceeded targets 14 out of 16 quarters► Helped team to reduce average implementation cycle timescales by 50 percent Show less

• 

  Instart Logic Inc

  Aug 2016 - Aug 2020

  Head Of Technical Consulting Services - EMEA

  ► Executive CSM for strategic accounts► EMEA Technical and CSM Delivery - Managed Security Services, Performance, Reliability► Onboarding, Customer Success, Customer Retention, Customer Relationship Management► Technical Account Management, Programme Management, Project Management► Support and Technical Issue Escalation, Resolution, Direction► Solutions Architecture and Consulting ServicesInstart is the world’s first endpoint-aware application delivery solution that makes websites and applications fast, secure, and easy to operate. Instart’s platform combines machine learning, virtualization, and open APIs with a content delivery network (CDN) for global delivery.► Bot Management► Web Application Firewall► Skimming Protection► API Protection► DDoS Protection► CDN and PerformanceInstart is funded by Andreessen Horowitz, Greylock, Kleiner Perkins, Stanford, Telstra, and several other notable Silicon Valley investors. Show less

• 

  Zephr

  Aug 2020 - Mar 2023

  Zephr helps leading brands win and retain customers.Maximise acquisition, drive ARPU and reduce churn with dynamic personalisation.Transform your monetization mix, your customer experience and your business. Enhance the value opportunity in every interaction through Customer Journey Orchestration. Zephr helps leading brands win and retain customers.Maximise acquisition, drive ARPU and reduce churn with dynamic personalisation. Transform your monetization mix, your customer experience and your business. Enhance the value opportunity in every interaction through Customer Journey Orchestration.

  • Head of Technical Consulting Services

    Dec 2021 - Mar 2023

  • Head of Customer Experience / Technical Consulting Services

    Aug 2020 - Nov 2021
• 

  Zuora

  Mar 2023 - now

  Enterprise Architect