Ed Powers
Senior Executive Consultant @ESG (Customer Success as a Service®️)
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WORK HISTORY
Senior Executive Consultant @ESG (Customer Success as a Service®️)
Denver, CO, US
Provide part-time Customer Success and Customer Experience consulting to ESG clients, from start-ups to global, multibillion-dollar companies: customer interviews, segmentation analysis, operational assessments, strategy development, financial analysis, statistical analysis, customer journey mapping, organizational redesign, KPI deployment, customer health score development, training, process improvement (Lean Six Sigma), change management, and interim VP leadership. Sample client results: • Developed a customer health score model with 95% predictive accuracy that used only three factors• Restructured Customer Success processes to reduce \"reactive\" support by 39%, boosting CSM productivity by 64%• Implemented engagement tiers, increasing NRR $19M, margin contribution $5.9M, and CS ROI 31%
EDUCATION
Illinois Institute of Technology
Bachelor of Science (B.S.), Electrical Engineering
SKILLS
ABOUT ED POWERS
I help teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. My approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic results. My career includes sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education. I\'ve done B2C and B2B (Enterprise, Mid-Market, and SMB). Expertise:• Customer Success strategy and operations• Customer Experience management (CX)• Service excellence• Creating a culture of execution and high performance• Marketing, selling, and business development • Financial modeling and management• Statistical analysis and mathematical modeling• Solving very complex operational problems • Improving organization-wide performance using Baldrige and Lean Six Sigma practices• Change managementResults:• Built and led a new CSM team at a software company to reduce initial logo churn by 1/3• Helped a service provider reduce Time to First Value by a factor of 12 and improve ARR churn performance by 29%• Helped a software education firm grow revenue 67% in twelve months• Built a team that led its industry in customer loyalty (96% renewals) while operating at 30% lower costs• Reduced hospitality peak date reservation cycle times from six weeks to two days• Reduced a high-volume call center handle times by 43 seconds while improving call quality by 3.6%
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