Geoff Shaughnessy

About Geoff Shaughnessy

I am a former VP of Enterprise & Tier 3 at Bullhorn, the world\'s leading platform for staffing and recruiting agencies. With over 14 years of experience in customer experience in the SaaS industry, I have a proven track record of delivering exceptional customer service, driving operational excellence, and leading high-performing teams through periods of hypergrowth and acquisitions.At Bullhorn, I directly managed a team of 140+ product experts and engineers, with span over a team of 400+ professionals across 7 countries, supporting clients and 20+ SaaS applications. I achieved 96%+ customer satisfaction and 92%+ SLA attainment, while providing industry-leading response and restoration times. I also coordinated the integration of 10 new SaaS products and established Bullhorn\'s first incident management and root cause analysis processes. In addition, I ensured 100% customer retention in the Enterprise segment and improved the billable utilization of the implementation consultants by 35%.I am passionate about employee development, cross-functional collaboration, and data-driven decision making. I have a strong expertise in incident management, enterprise relationship management, and ROI optimization. I am looking for new opportunities to leverage my skills and experience in the customer experience and SaaS industry, and to create positive impact for customers, employees, and business partners.

Experience

1. Director, Technical Engineering & Technical Account Management

   Nuvolo

   Sep 2024 — Present

   Lead Support Engineering + Technical Account Management across U.S, Bulgaria, and India: 13 Support Engineers and 3 TAMs as direct reports; additional 4 Engineers and 4 TAMs in dotted-line reporting- Support a highly customized ServiceNow-based product: team resolves break/fix issues and delivers small, customer-specific enhancements via configuration and code changes in customer instances- Reduced average time-to-resolution (all cases) by 40% in 2025 vs. 2024 baseline, while ticket volume increased ~20%, by implementing structured triage/prioritization, strengthening product training, and formalizing escalation paths with Product/Development- Achieved a 20% run-rate cost reduction through targeted performance management, selective backfill decisions, and internal promotions; offset reduced headcount by increasing per-engineer throughput via an SME program and improved cross-functional collaboration- Introduced and operationalized Support SLAs; reached 94% adherence within 9 months- Built a scalable TAM engagement model that reduces single points of failure and improves coverage consistency across accounts.

Education

• Bates College

  Bachelor of Arts, Philosophy, Economics

  2005 — 2009

Skills

• Crm
• Access
• Windows
• Java
• Business Analysis
• Data Analysis
• Software as a Service (Saas)
• Sql
• Databases
• Cloud Computing
• Saas
• Project Management
• Microsoft Office
• Html
• Salesforce.com
• Social Media
• Customer Relationship Management (Crm)
• Analytics