Guy Tower
High Growth Customer Success Leader
New York, NY, USA
Skills
Leadership, Team Building, Training, Value Delivery, Customer Success, Sales Support
Work Experience
Regional Services Delivery Director (Acting)
DocuSign
August 2019 - August 2020
New York, NY
Covered all duties of the East Coast Director. Responsible for all Services Delivery in the Eastern US including our largest Banking & Finserv, HLS, Tech and Government customers
Sample Customers: Bank of America, Citibank, Goldman Sachs, JPMChase, NYC Mayor's Office, NYS Department of Labor, Wells Fargo
Regional Services Delivery Manager
DocuSign
August 2018 - August 2020
New York, NY
. Manage Professional Services team inclusive of Customer Success Architects, Product Consultants, Technical Consultants, and Project Managers
. Responsible for account oversight, quality control, productive utilization, and successful delivery of solutions
. Partner with Account Executives to build relationships with prospects and customers as a trusted advisor
. Provide operations support for staffing projects, resource planning, professional development, and hiring
. Industries include financial services, healthcare & life sciences, public sector, insurance, and manufacturing
Sample Customers: AstraZeneca, Banco Popular, BioGen, Bayer, Boston Scientific, Honeywell, Novartis, Pfizer, Signature Bank, Walmart
Senior Manager, Customer Success Architects
DocuSign
May 2018 - July 2018
New York, NY
Manage team of Customer Success Architects across multiple accounts in High Tech, Public Sector, Insurance, and Financial Services.
. Provide opportunities to grow customer relationship
. Recommend strategies and plans to increase customer adoption
. Work with customers to renew engagements
. Create statement of work for customer approval and execution
. Manage and mentor other Customer Success Architects as part of an overall patch of accounts
Serve as our customers' trusted advisor in the strategic assessment and deployment of DocuSign throughout the enterprise.
. Provide strategic consulting on best approaches for establishing infrastructure and implementation
. Generate customer roadmap through use case assessment and prioritization
. Contribute technical acumen to assist in platform or architecture discussions
. Recommend and help build out Center of Excellence
. Develop value assessments to help customer realize ROI
Manager, Customer Success Architects
DocuSign
May 2017 - April 2018
New York, NY
Managed team of Customer Success Architects across multiple accounts in HLS, Pharmaceuticals, Biotech, Medical Device Manufacturing, CRO, Financial Services, Retail & Manufacturing.
. Built out HLS Customer Success practice from two marquee brands to over a dozen
. Services sales of over US $1.0 mm in NRR and assisted with product sales of over US 10mm
Senior Customer Success Architect
DocuSign
May 2016 - April 2017
New York, NY
Strategically drove customer adoption of DocuSign throughout the enterprise.
Provided advisory services including best practices and recommendations on deployments and infrastructure set up. Assisted account teams on delivering value message and closing new deals. Worked with directors to secure new or continuing engagements.
Services sales of over US $1.0mm in NRR and assisted with product sales of over US 10mm
. Select Customers : Pfizer, Biogen, Novartis
. 21 CFR Part 11, GxP, HIPAA etc SME
Customer Success Architect
DocuSign
October 2013 - May 2016
New York, NY
Deliver implementation and consulting services to customers on their
DocuSign programs. Provide subject matter expertise on architecture,
features, and best practices. Assist customer in discovery of potential use cases throughout the organization, mapping those use cases to a priority graph, and helping prioritize use cases to begin working on. Internally contribute expertise to DocuSign's Knowledge Market and other outlets for customer education.
- Select Customers : Fidelity Investments, DTCC, AstraZeneca
Sr. Consultant - IT Operations
Moda Operandi
June 2013 - September 2013
New York, NY
. Small project to repair, modernize, and rationalize the corporate and warehouse IT Operations of this luxury fashion retailer.
Sr. Consultant - IT Operations, M&A
Reed Elsevier
January 2013 - May 2013
New York, NY
. Transitioning and integrating Knovel IT Operations, Facilities and General Operations with those of new parent company.
. Integration activities in the work streams I led as well as the rest, an excellent job was done all around came in ahead of time and under budget.
Sr. Consultant - IT Operations, M&A
Knovel Corporation
June 2012 - May 2013
New York, NY
. Operational and logistical support for M&A activity leading to the sale of the company.
. Shaped IT and Operations toward lower cost, higher uptime and ease of sale.
. Re-negotiated all vendor contracts for savings of 20% to 40% off or previous lows.
. Re-engineered network to cut out unneccessary services.
. Standardized hardware and software.
. Oversaw design, construction and transition to new office and server room spaces.
. Ran day to day IT Operations.
Student
Columbia University
January 2010 - May 2012
New York, NY
Completion of Bachelor of Science Degree. Major : Astrophysics
Sakonnet Technology
Director - I.T. Operations
Sakonnet Technology
June 2004 - August 2009
New York, London, Rio de Janeiro
Directed all hiring, planning, budgeting, performance management, and department administration for worldwide IT Operations staff System and Network Admins, Application Admins, DBAs and Architects.
Consultant
Starwood Hotels & Resorts Ltd.
December 2003 - February 2004
New York, NY
Rolled out beta test of first automated self check in kiosks.
Director - Network Services & Systems
MetTel
November 1998 - June 2003
New York, NY
Built out and managed all corporate systems, customer facing data networks, and help desk functions for this full service New York voice and data CLEC.
Senior Consultant
Hamilton Stone Consulting
January 1998 - November 1998
New York, NY
Implemented cost-effective technology solutions for start-ups and the small - medium business market.
Education
Apr 2018 - Jan 2020
