Marcus Wheelwright

About Marcus Wheelwright

Driven Technology Services and Business Operations Executive with a proven history of delivering profitable and innovative solutions in the broadcast technology sector. Recognized for building and leading high-performing teams, managing profit and loss accounts, and successfully revitalizing underperforming groups. Extensive expertise in developing and implementing global initiatives across Customer Success, Technical Support, Professional Services, and Presales teams. A results-driven leader with proven ability to design vital business metrics for continuous improvement and seamlessly integrate teams post-merger or acquisition to accomplish strategic goals.

Experience

1. Vice President Customer Success, Americas

   RIEDEL Communications

   Sep 2022 — Present

   Leading the transformation and development of a high-performing Customer Success organization, including Technical Support, Professional Services, Repair, Demo, and Presales teams, with proven success in global replication.• Establish and lead the regional Customer Success organization, overseeing structure and P&L management, resulting in a 33% compound annual growth rate. Developing a scalable team framework to support efficiency and expansion, facilitating a 50% staff increase through strategic recruitment and comprehensive development initiatives.• Launched a global Professional Services PMO program and PSA tool, enhancing project delivery, backlog management, resource utilization, and customer satisfaction.• Spearheaded a global Knowledge Management (KCS) initiative, streamlining information sharing across international teams and significantly improving organizational knowledge retention and accessibility.• Supported the introduction of key global business metrics for technical support, repair, and professional services, including NPS and CES as measures of customer satisfaction.• Successfully decreased customer repair turnaround times from over 90 days to under 15 days, while transitioning the repair process from a localized center to a global operation to enhance quality and efficiency.

Education

• Salt Lake Community College

  LE, Mass Communcation

  1992 — 1994

• University of Utah

  BS, Organizational Communication

  1994 — 1996

• University of Cambridge

  General

  1996 — 1996

• Westminster University

  MBA, Technology

  2003 — 2003

Skills

• Cross-Functional Team Leadership
• Software Documentation
• Streaming Media
• Quality Management
• Video
• Quality System
• Change Management
• Integration
• Strategy
• Television
• Product Development
• Analysis
• Process Improvement
• Business Process
• Quality Assurance
• Vod
• Satellite
• Broadcast Engineering
• Budgets
• Digital Asset Management
• Digital Video
• Project Management
• Management
• Engineering
• Strategic Planning
• Broadcast
• Iptv
• Crm
• Project Planning
• Service Management
• Broadcast Television
• Process Design
• Sharepoint
• Training
• Team Leadership
• Continuous Improvement