Steven Savaglio

Experience

• 

  Dun & Bradstreet

  Aug 1989 - Sept 2000

  Manager of Customer Service and Receivable Management
• 

  All Covered

  Sept 2000 - Apr 2002

  Operations Manager
• 

  SPSS Inc.

  Jun 2002 - Jul 2009

  Global Manager, Credit & Customer Service

  Managed the Customer Service, Client Relations and call center while also occupying the role of NA Credit Manager. Skilled multi-tasker in ensuring that customer satisfaction went up and DSO went down.

• 

  IBM

  Jul 2009 - Feb 2015

  Sr. Manager, Business Analytics Client Care

  Led a global team of Customer Support, Client Care and Customer Success professionals, including support in Canada, Australia, Japan, and throughout Europe for the entire suite of IBM Business Analytics products.

• 

  Flexera Software

  Feb 2015 - Aug 2018

  Sr. Manager, Customer Success

  Responsible for all Technical Account Managers and Customer Success Managers for Flexera North America. Team grew in number of Customer Success professionals 70% in two years. Annual recurring revenue under my teams responsibility grew to over $62 mil. and grew by over $25 mil in two years. Number of customers covered by the team grew by 85% and represent Flexera's top revenue producers. Revenue generated from the Technical Account Manager role grew by 58%.

• 

  CareerBuilder

  Aug 2018 - Jul 2020

  Leader, Customer Success

  Lead a team of Customer Success Managers to onboard, train, guide, establish success metrics and checkpoint ROI leading to renewal of service. Extensive usage statistics feed the ROI story to provide clear visibility into successes and opportunities. I guide the team in managing project plans, presentations, establishing timelines of success and developing KPI's.

• 

  360insights.com

  Jul 2020 - Jun 2021

  Sr. Director, Client Success

  Lead the 360insights team of Client Success Managers in order to ensure customers achieve their desired outcomes. Work cross-functionally with multiple internal teams to ensure alignment with client goals and objectives. Inherited team of six and grew to 15, making changes to improve retention, EBR's, account alignment and VoC. Have instituted an escalation program as well as a leading a referenceable client effort to grow VoC and those who will speak on 360's behalf.

• 

  SADA, An Insight company

  Jul 2021 - now

  Oversee a team of 17 Customer Success Managers, Sr. CSM's, Team Lead and Manager of Customer Success. CSMs at SADA partner with Account Executives and Customer Engineers and many other SME's to drive customer outcomes, document business plans, conduct regular Business Reviews and ultimately ensure customers are achieving their desired outcomes. CSMs at SADA identify opportunities where SADA Services can add value, as well as promote Google resale. And we have fun doing all of it :-) Act as engagement manager for three of SADA's largest customers, growing committed revenue from $215 mil to over $400 mil in contracted cloud spend, and amassing over $27 mil in Professional Services revenue. Executive engagement, development of customer objectives and metrics for success, reporting, create and run Executive Steering Committee, establish Cloud Center of Excellence, and coordinate efforts with a team of consultants and pro-serve resources.

  • Director of Customer Success

    May 2024 - now

  • Strategic Account Principal

    Feb 2023 - May 2024

  • Account Principal, SADA Services

    Jul 2021 - Feb 2023