Marcus Wheelwright
Vice President Customer Success, Americas @RIEDEL Communications
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WORK HISTORY
Vice President Customer Success, Americas @RIEDEL Communications
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
University of Utah
BS, Organizational Communication
University of Cambridge
General
Westminster University
MBA, Technology
SKILLS
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.
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