Al A.
Director, Customer Excellence & Strategy @ Visby Medical | Business Development,
- Role
- Director, Customer Excellence & Strategy at Visby Medical
- Location
- Menlo Park, CA, US
- LinkedIn followers
- 500 followers
About Al A.
Commercial Operations & Strategy Leader with 15+ years of experience driving GTM execution, scalable post-sales operations, and Salesforce optimization across biotech and medtech sectors. Expert in launching new business lines (OTC & Direct-to-Consumer), managing global outsourced teams, and securing enterprise partnerships. Proven track record of scaling revenue from $0 to $15M and delivering high-impact growth through data-driven Voice of the Customer (VOC) models and strategic fulfillment operations.
Experience
Director, Customer Excellence & Strategy
Jan 2025 — Present · San Jose, CA, US
Operational Leadership: Directed four core departments—Training, Order Processing, Salesforce Administration, and Customer Support—ensuring a seamless, high-quality customer experience throughout the post-sales lifecycle.• Strategic Commercial Planning: Developed and launched compensation structures and pricing strategies that aligned field incentives with corporate goals, supporting revenue growth and market competitiveness.• Sales Analytics & Dashboards: Built dynamic Salesforce dashboards to visualize KPIs such as call planning and territory performance, reducing reporting time by 50% and empowering sales leadership with real-time insights.• Systems & Automation: Led an end-to-end EDI integration initiative that eliminated manual order processes, saving over 100 hours monthly and cutting $200K in third-party processing costs annually.• Launch & Logistics Strategy: Orchestrated the Go-to-Market (GTM) strategy for the Over-the-Counter (OTC) product line, launching a first-of-its-kind fulfillment partnership with DoorDash to enable same-day delivery and expand direct-to-consumer reach.• Global Team Scaling: Built and managed a 15-person outsourced support division in the Philippines from the ground up to support high-volume OTC inquiries, achieving an NPS of 70+ while reducing operational overhead.• Voice of the Customer (VOC) Architecture: Established a comprehensive VOC model by synthesizing feedback and data from the new OTC support arm, creating a feedback loop that directly influenced product iterations and marketing messaging.
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