David Sunderland
Global Head of Services and Support @Nozomi Networks
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WORK HISTORY
Global Head of Services and Support @Nozomi Networks
Leading Customer Experience through Services and Support Professional ServicesTechnical SupportTraining ServicesKnowledgemanagementOperations
EDUCATION
Western Governors University
Bachelor of Science, Information Technology
ABOUT DAVID SUNDERLAND
FINANCIAL ANALYSIS & CAPITAL PLANNING (MAKE IT UNDERSTANDABLE)Inaccurate forecasting led to subpar client business performance. Baselined annual data, interviewed stakeholders, identified gaps, developed new forecasts, modeled growth potential, established SOPs, initiated monthly meetings, and championed accuracy. Boosted customer retention rate from 88% to 93%; retained $14M in annual revenue. STRATEGIC PLANNING & PROJECT MANAGEMENT (REPEATABLE, SCALABLE, GLOBAL & FUN)Non-adherence extended timelines and increased costs. Evaluated end-to-end, pinpointed shortcomings, created new operational plans, trained staff, tracked adherence, established accountability, and galvanized team support. Increased Employee Retention, eliminated cost overruns, and improved external CSAT. ORGANIZATIONAL DEVELOPMENT & CHANGE MANAGEMENT (CHANGE THE ENVIRONMENT)Excessive staff turnover deteriorated customer sentiment and renewal rates. Solicited client feedback, pinpointed operational gaps, authored customer health dashboards, evaluated vendor solutions, deployed new technology, and prioritized customer success. Boosted client retention rate by 8%; fueled $3M in customer upsells in 6 months.TECHNOLOGY & SYSTEMS INTEGRATION (TECHNICALLY SOUND AND EASY TO USE) Inadequate technology and logical workflows prevented Knowledge Centered Services. Evaluated customer needs and knowledge processes, mapped critical path actions, evaluated systems, discovered gaps, formalized strategic roadmap, secured vendors, implemented SOPs, and lead adoption. Reduced 30% support requests in 3 months; reduced $1.1M of costs. CREATE CUSTOMER SOLUTIONS VIA CROSS-DEPARTMENTAL INFLUENCE (CONSENSUS BUILDING)Lack of perceived innovation decreased customer renewals and upsell opportunities. Engaged Sales, Marketing, Product Management, and Engineering to identify gaps in presentation collateral, evaluated SaaS market competition, developed presentations, updated online presence. Improved renewal ARR to >105% and increased upsells by 50%.
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