James Watson
Leading ROI success with AI Transformations #TheCube, #Agentforce, #Speed
- Role
- Vice President Customer Excellence at Smartsheet
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About James Watson
Seasoned C-suite executive leveraging extensive global operations, finance, and customer…
Experience
Vice President Customer Excellence
Aug 2021 — Present · Atlanta, GA, US
Driving Revenue Growth & ProfitabilityTransformed into a leading profit center, doubling Support ARR (11% of Total ARR) w/ 34% CAGR & reduced costs by 28%, improved Support OpEx 2.5% to 1.3%. Enhanced active usage & \'stickiness\' by 10% w/ improved onboarding. Strengthened retention w/ AI VOC analysis, customer journey mapping, & optimized communications. Strategy on PS packaging and managed services offerings. Increased CS metrics w/ Value Enhancement services (+1 Program).•Strategic Customer-Centric LeadershipElevated Gartner score from 1 to 5. Increased deflections from 32% to 60% w/ agentic AI & boosted agent efficiency by 10%. Reduced FRT from 6.6 hrs to 15 min & TTR from 2 days to ½ day, w/ a CSAT score increase to 4.3. Led advancements across TAM teams, implemented Customer Outcome Journey strategies, including Value Impact Surveys of 26K users, & customer ROI analysis. Empowered CS with AI VOC analysis & top 100 customers to further improve retention. Established a Critical Situations team dedicated to top customers.•Engagement & AdvocacyExpanded to 24/7 global service coverage w/ new support teams in CR, IN, AU, JP, UK, & US, & reduced attrition to 6%. Introduced Support Pod model to enhance tech depth & refreshed knowledge base. Optimized AI for 100% VOC coverage, generating macro and micro-level sentiment & feedback. Championed customer experience & adoption across the company, including top 100 accounts, community, and product/service feedback loops.•Cultivating CollaborationImplemented AI-driven telemetry to predict and proactively address SaaS issues. Served as Company AI executive sponsor, leading AI adoption & prioritization. Acted as strategic customer-centric bridge across departments. Led cross-functional efforts w/ Product, Engineering, Sales, Finance, & Marketing to represent customer voice & influence product design, user experience, & response management.
Education
University of Michigan - Stephen M. Ross School of Business
MBA
2004 — 2006
Brigham Young University
BS
1994 — 2000
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