Greg Braukus
Global CX Transformation Leader | Driving AI Innovation, Predictive Insights & Customer Success
- Role
- Director of Customer Services at Constellation Software Inc.
- Location
- Redmond, WA, US
- LinkedIn followers
- 500 followers
About Greg Braukus
I’m passionate about transforming customer experiences and driving innovation that truly moves the needle for businesses and their customers. Over the course of my career, I’ve had the privilege of leading global teams, shaping digital strategies, and delivering measurable results for organizations ranging from Amazon and Microsoft to Terex and Constellation Software.What drives me? Building connections—between people, processes, and technology. Whether it’s harmonizing global operations while living overseas, leading multi-year digitalization and eCommerce roadmaps for multi-billion-dollar businesses, or spearheading an organization-wide AI modeling initiative, I thrive at the intersection of strategy and execution.A few things I’m proud of:Global Leadership: Managed worldwide teams and created cultural alignment that improved KPIs and engagement.Technology & AI Innovation: From platform modernization to launching AI-driven initiatives, I’ve helped businesses stay ahead of the curve.Operational Excellence: Utilized Lean, Six Sigma, Agile, Toyota Production System, and Scrum to deliver large-scale scalable transformation.Data-Driven Decision Making: Leveraging analytics to improve forecasting, pricing models, and revenue growth—and now applying AI for predictive insights.Talent Development: Known for empathy and coaching, ensuring SMART objectives and fostering growth through regular 1:1s and cross-functional collaboration.I believe in leading with curiosity, empathy, and a relentless focus on creating value. If you’re passionate about customer experience, digital transformation, or AI-driven business growth, let’s connect—I’d love to share ideas and learn from your journey.
Experience
Director of Customer Services
Apr 2022 — Present
Customer Success & Service Leader at Constellation Software and member of the Executive Leadership Team. Driving exceptional SaaS-based customer experiences through operational excellence, innovation, and technical systems leadership. I’ve led transformative initiatives that achieved record-high retention, record-low attrition, and a 70%+ improvement in case resolution efficiency.As a strategic leader and technical systems innovator, I leverage AI, VOC insights, and scalable technologies to modernize support and success operations leading to NRR growth and improved NPS/CSAT. Passionate about continuous improvement, I build programs that align with business goals and deliver measurable impact across the customer lifecycle.
Skills
- Cross-Functional Team Leadership
- Product Management
- Operations Management
- Process Improvement
- Account Management
- Vendor Management
- Business Strategy
- Six Sigma
- Team Leadership
- Product Development
- Sales
- Sales Operations
- Customer Service
- Pricing
- Forecasting
- Business Process Improvement
- Management
- Continuous Improvement
- Leadership
- Strategic Planning
- Team Building
- Manufacturing
- Lean Manufacturing
- Contract Negotiation
- Strategy
- Databases
- Data Analysis
- Oracle Database
- Data Management
- Digital Strategy
- Process Management
- Process Improvement Projects
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