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Customer Success leader with a proven track record of reducing churn, fostering upsell, scoping and selling services, and driving surprising value and adoption.

Columbia University

High Growth Customer Success Leader

Guy Tower

DocuSign

Regional Services Delivery Director (Acting)

New York City Metropolitan Area 
 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 Goverment customers

Sample Customers: Bank of America, Citibank, Goldman Sachs, JPMChase, NYC Mayor's Office, NYS Department of Labor

. 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

Regional Services Delivery Manager

Manage team of Customer Success Architects across multiple accounts in High Tech, Public Sector, Insurance, and Financial Services. 
 . Services sales of over US $1.3 mm in NRR and assisted with product sales of over US 10mm
 . 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

Senior Manager, Customer Success Architects

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 $1.3 mm in NRR and assisted with product sales of over US 10mm

Manager, Customer Success Architects

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

Senior Customer Success Architect

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

Customer Success Architect

. Small project to repair, modernize, and rationalize the corporate and warehouse IT Operations of this luxury fashion retailer.

Moda Operandi

Sr. Consultant - IT Operations

. 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.

Reed Elsevier

Sr. Consultant - IT Operations, M&A

. 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.

Knovel Corporation

Completion of Bachelor of Science Degree. Major : Astrophysics 
 
 Sakonnet Technology

Student

Directed all hiring, planning, budgeting, performance management, and  department administration for worldwide IT Operations staff System and Network Admins, Application Admins, DBAs and Architects.

Sakonnet Technology

Director - I.T. Operations

Rolled out beta test of first automated self check in kiosks.

Starwood Hotels & Resorts Ltd.

Consultant

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.

MetTel

Director - Network Services & Systems

Implemented cost-effective technology solutions for start-ups and the small - medium business market.

Guy Tower’s posts