Josh Caldwell
- Role
- Director of Customer Success at Tangoe
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Josh Caldwell
As a Director of Customer Success, I bring over a decade of experience in fostering…
Experience
Director of Customer Success
Sep 2013 — Present
Tangoe helps simplify, manage, and optimize technology expense and lifecycle management for enterprise companies. I have progressed through key roles as Customer Success Manager to Senior Program Manager and now as Director, underscoring my commitment to excellence and growth. Key Contributions: • Strategic Leadership: Guiding cross-functional teams to deliver a superior customer experience and implement effective retention strategies. • Team Empowerment: Mentoring high-performing teams, promoting continuous improvement and professional development. • KPI-Driven Performance: Utilizing data analysis to define and monitor KPIs, ensuring alignment with organizational objectives. • Stakeholder Collaboration: Partnering with senior leadership, sales, and product teams for cohesive customer success strategies. • Customer Advocacy: Amplifying customer feedback to drive organizational change and process enhancements. • Escalation Management: Spearheading the Go to Green process for swift resolution of at-risk customer issues, significantly enhancing customer support and contributing to retention. • Process Excellence: Streamlining operations and leveraging automation, resulting in a 20% reduction in cost-to-serve and enhanced team productivity. • Customer Retention and Health: Instrumental in boosting customer health by 50%, reducing churn by 30%, and lifting NPS by over 25 points through targeted customer success initiatives.
Education
Austin Community College
Attended, Business Management
2005 — 2007
University of Mary Hardin-Baylor
Attended, Business Management
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