Darrell Schneider

About Darrell Schneider

I am a Director of Customer Experience at Denovo Ventures, a leading provider of cloud solutions and managed services for ERP systems. I have over 25 years of experience in Retail and IT services, sales, and customer relationship management.My mission is to design and implement customer experience programs that drive customer advocacy, retention, and adoption of Denovo\'s products and services. I have successfully created and executed such programs at IBM and Rackspace, where I also led cloud transformation and migration projects for SAP and Oracle customers. I have a proven track record of increasing customer satisfaction, loyalty, and revenue, as well as winning sales awards and building strong partnerships.

Experience

1. Director of Customer Experience

   Denovo Ventures Llc

   Jan 2021 — Present · Charlotte, NC, US

   Implemented a Customer Experience program. Similar model to the one I created at IBM for ERP Managed Services- Customer advocacy, advisory, product/services adoption- Manage a portfolio of the largest clients- Develop customer communication and proactive resolution plans- Hiring, training, mentoring and management of direct reports and managing to KPIs- Promote cohesion among cross functional and remote/offshore teams to focus on the customer- Maintain a portfolio of customers to improve their overall relationship, retention and increased business for SaaS, Hybrid / Private / Public Cloud, Consulting, Managed Services for ERP systems- Own all aspects of contractual services, development of internal and external business processes. In addition, evaluate and recommend improvements to internal customer relationship management tools (processes and systems)- Implement and provide oversight of Governance program- Result : NPS scores are at the highest level in the industry (70+)

Education

• Troy University

  Bachelor's degree, Finance and Banking

  1983 — 1987

Skills

• Program Management
• Cloud Computing
• Operations Management
• Product Marketing
• Sap
• Partner Development
• Strategy
• Start-Ups
• IT Strategy
• International Relations
• Business Process
• Business Process Re-Engineering
• Managed Services
• Integration
• Consumer Products
• Manufacturing Operations
• P&L Management
• Sales Management
• Client Services
• Resource Management
• P&L Responsibility
• Product Management
• Team Building
• Management
• Sales Pipeline Management
• Customer Satisfaction
• Erp
• Contract Management
• Managed Hosting
• Brand Management
• Strategic Planning
• Information Systems Development
• Marketing Management
• Project Management
• Customer Engagement
• Creative Problem Solving
• Crm