Mark Donohue
Vice President, Customer Services and Support @Matillion
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WORK HISTORY
Vice President, Customer Services and Support @Matillion
Denver, CO, US
Team: 8 Direct & 24 Total | Multimillion-Dollar Revenue | Critical Organization Redesign Responsible for integrating Services and Support functions into a modern, AI-first, delivery organization. Implemented and expanded modern AI tools and processes including launching AI Support Agent, AI Search, PSA, and other capabilities Streamlined combined Services and Support organization Grew revenue by more than 2x in <1 year, improving CSAT quarter over quarter, while maintain a flat cost structure.
EDUCATION
The Ohio State University
B.S., Materials Science and Engineering
Purdue University Daniels School of Business
MBA, Finance and Marketing
SKILLS
ABOUT MARK DONOHUE
m••••••••@gmail.com 61••••••03 Multicultural Team Leadership | High Premium Support Revenue Growth in 2 Years Double-Digit Percentage Growth in Employee Engagement, Retention & Satisfaction | High CSAT & NPS Scores #1-Ranked Division: Having positioned the customer support division as the fastest-growing revenue-offering business unit at Medallia, Mark Donohue has built world-class global support organizations with scalable operations, processes, enterprise systems, and infrastructures. He has triumphed in transforming the internal organization from professional services support exclusivity to balancing the needs of multiple stakeholders. Growth Driver: As VP of Global Support, Mark grew premium support revenue by adding 300+ customers to premium support offerings. Additionally, Mark integrated 12 acquired companies into Medallia support technologies, operations, and processes, making bold changes requiring courage and conviction to press forward the organic and inorganic growth momentum. Moreover, as Senior Director of Technical Support Delivery, Mark led premium support offering design, premium support sales growth, and account retention. In this role, he achieved an 80% operating margin on premium support operations. Problem-Solving: Mark is a unique leader who can easily zoom in to tactically evaluate and resolve an in-the-moment business or customer problem. With a strong focus on global operations and customer experiences, Mark plans and implements strategies that halt rapid and consistent operations and service excellence. Furthermore, he instills a culture of continuous improvement while deploying systems, processes, and policies that boost efficiencies and customer success. High-Performance Team Building: Mark is credited with building and scaling the customer support team from 5 to 150 across 12 countries, maintaining one of the highest employee satisfaction and retention rates in the company. Earlier, for the technical support delivery function, he grew the team from 2 to 55, garnering recognition as a role model of company values and culture. Here, he maintained employee satisfaction scores in the top quartile of the company. Multidimensional Expertise: Mark also served at Nationwide Mutual Insurance Company, leading internet, marketing, and product strategy. Here, Mark built the insurance industry’s first customer mobile app to allow claim submission, garnering recognition by the CEO as one of the nation’s most important successes in 2009 related to improving customer enthusiasm.
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