Summary
Overview
Work History
Education
Additional Background
Patents
Leadership Expertise
Timeline
Generic

KHURRAM MASSEY

San Ramon

Summary

RESULTS-DRIVEN CUSTOMER Success and Support MANAGEMENT PROFESSIONAL.

I am a leader with over 20 years of experience leading the post-sale client-facing teams at software companies, including Customer Success, Implementation, Professional Services, Customer Support, and Account Management. With a proven record of accomplishment of building successful, efficient, and highly productive Customer Success & support teams, I have been able to drive revenue and retention for Software as a Services (SaaS) industries. I showcase a unique blend of inspiring leadership, an unwavering customer-centric focus, exceptional business acumen, and an unyielding passion for delivering extraordinary customer experiences.

Overview

18
18
years of professional experience

Work History

Head of Customer Success and Support

FulcrumApp
06.2022 - 11.2023
  • Responsible for all company metrics / KPI’s pertaining to Customer Success & Support consisting of gross and net revenue retention, logo churn, NPS, revenue growth, product adoption, increased volumes, customer feedback loops, budgets, NPS, onboarding, and product training to successfully support our sales team within a land and expand model
  • Supported a customer base of more than 19 million ARR and growing
  • Improved retention numbers by 12%
  • Setup cadence for customer touch and QBR
  • Introduced customer Tier level
  • Setup cadence for customer on-boarding and adoption
  • Introduced a LMS for seamless customer on-boarding
  • Oversaw effective delivery of process-driven solutions for all customer technical and non-technical issues
  • Collaborated with the Development team to create self-service software tools that reduced support tickets
  • Improved support SLA from 80% to 98%
  • Decreased support cases and improved overall CSAT & NPS scores
  • Held weekly triages with internal teams and enterprise customers
  • Updated all knowledge base articles and introduced 90 second videos for customer learning
  • Introduced brown bag program between technical and QA teams for knowledge transfers.

Consultant Part-time

IntelloLabs USA operations
11.2021 - 06.2022
  • IntelloLabs offers AI based solutions in the AG/Food space, I manage all current and future customers including POC requirements and testing
  • Some of the larger customers I have worked with are Grimmway and PFG to drive our solution and have successful POC
  • In this role I am managing 5 contractors all over the Americas including Sales and technical staff.

Head Of Customer Success and Support

Kespry (Acquired)
01.2021 - 09.2021
  • Reporting directly to the CEO for all metrics pertaining to Customer Success & support metrics consisting of net revenue retention, logo churn/at-risk accounts, NPS, revenue growth, product adoption, CSAT scores
  • Introduced LMS to improve customer education and overall adoption for continued sales growth
  • Supported a customer base of more than 21 million ARR and growing
  • Improved retention numbers by 12%
  • Setup cadence for customer touch and QBR
  • Introduced customer Tier level
  • Setup cadence for customer on-boarding and adoption
  • Introduced a LMS for seamless customer on-boarding
  • Oversaw effective delivery of process-driven solutions for all customer technical and non-technical issues
  • Collaborated with the Development team to create self-service software tools that reduced support tickets
  • Improved support SLA from 80% to 94%
  • Decreased support cases and improved overall CSAT & NPS scores
  • Held weekly triages with internal teams and enterprise customers
  • Updated all knowledge base articles and introduced 90 second videos for customer learning
  • Introduced brown bag program between technical and QA teams for knowledge transfers.

Director Of Customer Support and Success

HARVESTMARK / TRIMBLE (Acquired)
11.2011 - 05.2019
  • Being one of the first hires in post-sales and reporting directly to the CEO, I built and implemented a playbook responsible for the success of the company
  • I developed a very holistic view of our customer journey, this included customer profile, plan types, on-boarding, renewals and VOC program for continued growth
  • Built and set up support teams in the US, South America, China, and India
  • Helped design Hardware and Software solutions for customers
  • Oversaw effective delivery of process-driven solutions for all customer technical and non-technical issues
  • Collaborated with the Development team to create self-service software tools that reduced support tickets
  • Contributed substantially to creation of a new patented solution
  • Improved documentation by effectively supporting engineering, tracking, and identifying repetitive issues and bugs
  • Decreased support cases and improved customer satisfaction by driving continuous improvement initiatives in support of all desktops, mobile and web-based applications
  • Improved customer retention by building collaborative cross-functional teams with partners in Engineering, Quality Assurance, Finance and Sales
  • Built stronger global teams by developing and delivering training presentations and materials for all new hire, product and soft skill learning
  • Increased revenue by upselling and managing Customer Loyalty team and supporting key accounts including Driscoll’s, Tesco and Sam’s Club, US foods and Zespri
  • Increased new business revenue by traveling globally to facilitate proof of concept presentations, solution deployments and customizations onsite
  • Monitor SLA performance and prepare a variety of reports for the sales team and sales management
  • Ensured health of company, overall product and customer satisfaction
  • Met and exceeded company objectives by driving SLA to 96% and retention to 95%
  • Increased efficiency by automating support activity by introducing Salesforce CRM
  • Created Salesforce rules for a quicker and dependable deployment process with documentation
  • Developed a new process when a bug was identified, Jira, which was a bug filling and tracking process
  • Improved employee performance by introducing a mentoring program to provide cross-functional training.

Senior Support Manager

Tiburon Inc (Acquired)
06.2010 - 11.2011
  • Directed support functions for customized software applications serving emergency first responders, including Computer Aided Dispatch (CAD), Records Management System (RMS), Automated Reporting System (ARS)
  • Managed a team of 12 Customer Support / Inside Sales staff supporting 240 accounts in the USA, Guam and Japan
  • Improved after-hours call response times from 85% to 96% SLA through enhanced QA training for staff
  • Met with QA teams to better understand what could be done to avoid issues and network threats
  • Contributed to design and implementation of a well-maintained escalation process and flow through
  • Conducted root cause analyses of issues affecting the performance of interfaces, databases, and mobile setups, all support tickets were reviewed with senior staff to get to root cause and future failures
  • Maintained stringent SLAs through efficient staffing, backup scheduling, training and escalation processes for 24 x 7 environment, personally created a rotational scheduling that met all requirements
  • Addressed security threats, application stability, components scalability, and network connectivity issues
  • Facilitated deployment of installations, updates, service packs, and hot fixes with minimal down time
  • Provided onsite training for customers and developed a variety of presentations, manuals, and materials.

Support Manager

@Road/TRIMBLE (Acquired)
03.2006 - 06.2010
  • Managed a team of 80+ in US, India and Australia supporting GPS-based Mobile Resource Management (MRM) applications for service and delivery vehicles, enabling real-time dispatching, speed and stop monitoring
  • Provided hands-on support for key fortune 500 accounts AT&T, Waste Management, Telstra, and Embarq
  • Reduced vendor dispatch costs 27% by creating in-house processes prior to dispatching third party vendors
  • Handled technical support issues, including remote testing and interfacing with US / Asian cellular carriers
  • Served as conduit between Project, Implementation Management, Solution Support and Engineering teams
  • Trained all support teams locally and overseas in India, Australia and Arizona on product and process
  • Setup support processes and drafted escalation documentations for a global 24/7 support environment
  • Analyzed technical data and generated a variety of database reports for Executive Management.

Education

Bachelor of Science -

University Of Karachi
Karachi, Pakistan
07.1989

Additional Background

  • Customer Retention
  • Service Delivery
  • Customer Onboarding
  • Customer Journeys
  • Leadership Development
  • Team Leadership
  • Customer Service
  • Strategic Planning
  • Business Strategy
  • Strategy
  • Project Management
  • Cross-functional Team Leadership
  • Leadership
  • Change Management
  • Customer Success
  • Customer Experience
  • Project Delivery
  • Sales Processes
  • Account Management
  • Sales
  • Solution Selling

Patents

Item Case Filed in 2019

Leadership Expertise

  • Customer Success and Strategy Execution
  • Cross Functional Team Development
  • Renewal and Recovery Process
  • Customer Success Operational Metrics
  • Product Improvement
  • Chat, Email and Phone Support
  • CSAT Metrics
  • SLA Negotiation & Implementation
  • NPS and Voice of Customer implementation
  • Global Support

Timeline

Head of Customer Success and Support

FulcrumApp
06.2022 - 11.2023

Consultant Part-time

IntelloLabs USA operations
11.2021 - 06.2022

Head Of Customer Success and Support

Kespry (Acquired)
01.2021 - 09.2021

Director Of Customer Support and Success

HARVESTMARK / TRIMBLE (Acquired)
11.2011 - 05.2019

Senior Support Manager

Tiburon Inc (Acquired)
06.2010 - 11.2011

Support Manager

@Road/TRIMBLE (Acquired)
03.2006 - 06.2010

Bachelor of Science -

University Of Karachi

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KHURRAM MASSEY