Eugene Venter

Responsible for the establishment of a newly formed Customer Experience Organization consisting of Customer Success, Technical Support and Migration capabilities. Transitioned Regionally Based functions to Globally aligned Organization for process consistency and best practice. Established Global Management System and Metrics to maintain Business as Usual. Initiated Global Transformation Plan for efficiency and scale. Developed Strategy for the establishment of platform and technology migration capability

Relocated to US to drive Sales Enablement Recovery. Improved Employee Engagement by 22%, Performance Enablement by 57%, Direct Supervisor Effectiveness by 7%. Re-engineered Customer Support Process, transitioned Service Desk from US to MX reducing cost by $350K. Improved CSAT from 52% to 96%. Deployed Customer Defect Tracking & Resolution Process to drive quality improvements. Reduced defect rate from 5% to 2.8%. Established Global Supply Chain Team driving cost savings $2M. Reduced Churn by 13%.

Responsible for aftermarket Operational Functions. Optimized operational processes following merger of Teletrac and Navman Wireless. Consolidated 13 functional departments into 7 with 35% productivity increase. Established Regional Sales Inventory Operations Planning Process with favorable inventory carrying cost vs. plan. Outsourced fulfillment to Brightstar, improved OTD by 20% and reduced cost by $250K. Improved CSAT >10%, reduced installation time by 3.3 days and improved Service Work OTD by 20%.

Direct Business Planning process for Services (revenue and bookings). Develop/track Sales Incentive Plans. Drive Regional Strategic Growth Plans. Define, roll out, track Global Business Performance Metrics. Direct Global Business Analytics Team. Manage Global Renewals Governance (Internal Renewal Operations, Outsourced Vendor Management). Responsible for Global Contracts Life Cycle Management.

Manage the business financial aspects by identifying improvement opportunities either in cost structure or revenue growth. Link P&L structure, historical performance and future targets to the market, competition, sales and portfolio of service offerings to achieve Scorecard goals. Setting up and maintaining governance structure that reviews global operational and financial performance. Define Service Delivery Model/Strategies to improve customer experience whilst creating margin improvement opportunities.

Directed ISP program and UK repair operations. Supervised staff of 29, including Country Managers and personnel across EMEA region. Set up and supported service partners. Managed ISP delivery and quality. Controlled delivery costs. Oversaw returns management process. Coordinated outsourced business partners. Identified cost saving and process improvement. Negotiated cost savings with partners.

Managed after market service network. Worked with Sales and Marketing on service solutions. Developed new service and support offerings to facilitate customer acquisitions. Maintained customer and vendor relationships. Oversaw Services team across entire region.

Directed desktop support and server management for company providing IT services for government sector. Managed 5 supervisors and 30 indirect reports. Created strategies to ensure SLAs met. Developed relationships with key partners, including IBM. Member of Management Team that created business development strategies.

Carried out business development activities to support sales growth and new product release functions for media asset management software company. Assisted with development of marketing plans. Researched distributor activities to identify partners and formulate pre and post-sales relationships.

Identified customer spending trends and cross-selling patterns. Analysed and identified competitive strategies to ensure business are executing on customer and market demands. Identified strategic moves of competition and ran competitor intelligence-gathering system. Redesigned Account Management Procedure that assisted in the developed Management Information System to support account management on regional level.

Responsible for general management of US Technology Practice Area activities. Established large Consulting accounts. Developed Practice Area strategy and positioning that ensured the Technology Practice meet revenue targets. Managed Consultancy teams and successfully delivered results to time to quality. Took on projects in regional markets - US, France, Italy, Germany, Sweden, the Netherlands, etc. Produced actionable advice/insight through consulting assignments and by authoring Industry Market Reports.

Leadership, Strategy, Operations

Economics, Law