Ramey Youssef: Head of Customer Operations in Denver, CO

- I developed a SaaS solution to optimize rental operations. I led the application development to provide logistical, financial and legal automation for clients with rental businesses. I was involved in all aspects of the business, operational oversight, strategic direction, Product development (MVP), customer acquisition, implementations, and expansion. ? Grew and maintained client relationships ? Managed Product Development and set client expectations ? Solved complex technical, business, and resource-specific problems ? Led the team in the development of cutting-edge digital solutions, websites and apps ? Drove project planning, budgeting and staffing ? Facilitated Journey Mapping sessions, project kick-offs, sprint planning and retrospectives ? Counseled, mentored and coached team members

- I was K1's customer operations leader at multiple SaaS companies acquired by K1 throughout my tenure. I led customer operations teams to implement tailored best practices to: 1) Processes - optimized workflow 2) People - enhance performance / utilization and align mission, vision and values 3) Systems and Technologies - implement to enhance efficiency and customer satisfaction. I led a team of 62 customer facing professionals and was responsible for enhancing customer retention and expansion, as well as reducing churn. I led the strategic direction and operational execution efforts as well as defined performance metrics by which success was measured for all customer facing functions. ?SaaS Operating companies included Crownpeak, SecureAuth, Granicus, and CII ?Provided strategic planning and execution to enhance profitability and efficiency of the Customer Success, Customer Support, and Professional services organizations ?Led the customer success organization to ensure each of our customers had an exceptional experience throughout the renewals, on-boarding, support services, adoption, and advocacy process ?Built trusted advisor relationships and maintained a strong focus on revenue retention & expansion ?Responsible for key performance indicators (KPIs) such as NPS, sentiment, renewals and upsells ?Engaged Product, Sales, and Marketing leaders to prepare for product launches and support processes ?Interacted with customers, from small to midsize companies to senior leadership of Fortune 500 companies, to obtain feedback and address issues on delivery, quality, and ongoing services ?Supported a culture that empowered thinking big and growing ?Built strong relationships within and outside of my team

I led the technical customer facing teams at a leading manufacturer of innovative semiconductor automation equipment. I was responsible for working with clients to create customized technology solutions (Professional Services Projects). I led initiatives to adapt the business throughout my tenure, experiencing a 10X expansion in revenue from 2006 to 2014 from $13M to $112M. ?Led teams of Product and Field engineers to expedite productization flow and improve maturity of product before and during customer engagements. ?Hands on involvement in defining product/solution requirements at the system level ?Provided top tier technical support for customers including on-site visits ?Trained application engineers, sales team, and clients on system usage ?Established standard operating procedures to align services team ?Created a tiered customer support matrix to ensure efficient ticket resolution ?Hired and developed a global customer support team for 24-hour ticket resolution (Follow the Sun model) ?Implemented personnel utilization metrics to quantify an annual budget and required revenue streams. ?Reduced administrative overhead by designing and implementing flat service fees.

I led small teams of 2 to 4 Engineers in designing and procuring chemical and chemical delivery systems for CH2M Hill's clients. I traveled and lived globally in APAC and EMEA representing CH2M Hill in a client facing role with subject matter expertise in Chemical systems and processes. ?Responsible for designing systems for industrial manufacturing plants ?Completed major international projects for Hynix, Micron, and IBM ?Designed and modeled specific systems using computer simulation software and P&IDs Additional experience available upon request