Bruce Hildyard
Customer Experience & Support Leader: Expert in Customer Success & Support Digital Transformation and Scaling Business Operations
- Role
- Head of Customer Experience & Success at Palmetto
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Bruce Hildyard
I am a transformative and innovative Support & Operations leader who builds scalable solutions to see companies through transitional growth periods. I am an expert at developing strong operational teams and gaining buy-in from C-Suite level executives to spearhead impactful company transformations.I possess a track record of driving business engagement and success through management of operational functions at scale to deliver on financial margin and productivity goals. Furthermore, I am a capable communicator, possessing the ability to convey both large-scale business goals and to dive to detail to advance organization-wide strategy.As a result of my success spearheading digital transformation and automation to realize significant growth, I served as a key leader at Fortune 500 companies like Microsoft, winning the Microsoft Circle of Excellence Platinum Club Award in 2017 and 2019 and Salesforce where I led the transformation to scale the Customer Success Business Operations and M&A functions.
Experience
Head of Customer Experience & Success
Apr 2024 — Present · Charlotte, NC, US
Responsible for driving customer success at scale through digital channels and AI capabilities to meet 100% year over year customer growth and deliver on customer success outcomes- Launched online self help platform delivering an online resolution rate of 84% scaling to 50% of customer issues solved through our online digital assets and AI capabilities- Improved our customer experience delivering a 35 point increase in NPS, 50% increase in key support experience metrics and a 4 point increase in our google review score in 6 months- Increased customer long term value through upsell / cross sell programs delivering quality leads to inside sales and improving deal save rate by 10%- Decreased escalation resolution time for complex customer issues by 60% and more than doubled customer recovery rate from detractor to promoter.
Education
Institue of Chartered Accountants of New Zealand
CA, Chartered Accountant
1996 — 1999
Nelson/Marlborough Institute of Technology
B.Com, Accountancy
1993 — 1995
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