Justin Drummond-Murray
Global Support and Services leader with experience growing revenue and customer satisfaction within SMBs to multi-national companies. Successfully built multiple business lines to $100M. Executive MBA. 12 Patents granted
- Role
- VP of Customer Experience at Csquare
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Justin Drummond-Murray
Successfully built multiple business lines to $100M Managed diverse teams around the…
Experience
VP of Customer Experience
Jan 2022 — Present
Own support & process improvement for Evoque’s North American Data Centers, focusing on proactively maintaining 100% reliability for our customers.• Defined, rearchitected and launched ServiceNow CRM, with minimal customer disruption • Reduced Tier-1 volumes by 90% through call deflection and proactive improvements• Slashed annual support costs while improving KPI measurement and tracking • Converted top call driver into $250K revenue stream• Defined support and services legal policies optimizing efficiencies
Education
Naveen Jindal School of Management, UT Dallas
Executive MBA
2011 — 2013
Kingston College
HNC, Electronics
1988 — 1990
CIM | The Chartered Institute of Marketing
Advanced Certificate, Marketing
2002 — 2004
University of Portsmouth
BSc (hons), Computer Science
1992 — 1996
Skills
- Data Analysis
- Product Launch
- Partner Management
- Emba
- Channel Partners
- Software as a Service (Saas)
- Business Development
- Internet Security
- Customer Service Management
- Business Strategy
- Product Lifecycle Management
- Integration
- Patents
- Business Decision Making
- Strategy
- Vendor Management
- Sales Enablement
- Virtualization
- Networking
- Mcafee
- Network Hardware
- Enterprise Software
- Leadership
- Business Process Improvement
- Go-to-Market Strategy
- Dlp
- Business
- Saas
- Mba
- Computer Security
- Problem Solving
- Encryption
- Technical Support Management
- Project Management
- Innovator
- Technical Support
- Business Analysis
- Business Intelligence
- Director
- Product Line Management
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