Maurice Palmer
Global Customer Success Operations Manager @Teletrac Navman
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WORK HISTORY
Global Customer Success Operations Manager @Teletrac Navman
Reporting directly to the Chief Revenue Officer (CRO), I drive global strategic and tactical initiatives to optimize operational efficiency, customer engagement, and net revenue retention (NRR) across the Global Customer Success (CS) organization. By bridging Revenue Operations and CS leadership, I architect scalable processes, enhance data visibility, and execute data-driven strategies that empower high-impact customer success outcomes.Key Initiatives & Impact- Strategic Leadership & Alignment: Serve as a strategic partner to CS leadership to translate company objectives into scalable programs, steering annual/mid-term planning, territory management, and resource optimization- Systems & Data Enablement: Leverage Salesforce, Power BI, and DOMO to build robust reporting ecosystems that provide global, real-time visibility into customer health, churn risk, growth opportunities, and coaching effectiveness- Process Optimization & Governance: Design and scale globally consistent CS frameworks—including segmentation, onboarding, communication triggers, and health scoring. Champion the adoption of Vontier Business Systems (VBS) to drive continuous operational improvement- Performance & Incentive Management: Co-develop and manage global KPIs and performance metrics. Built and maintain a quarterly global incentive program for CS managers and teams, ensuring accurate regional payouts and alignment with revenue goals- Churn Mitigation & Forecasting: Guide churn forecasting and root-cause analysis, deploying data-driven prioritization models and lifecycle strategies to proactively intervene and reduce churn risk- Cross-Functional Collaboration: Partner with Sales, Product, and Marketing to execute Voice of Customer (VoC) and retention programs, removing operational barriers and ensuring consistent alignment across global regions.
EDUCATION
Texas McCombs School of Business
Postgraduate Program in AI Agents for Business Applications, Artificial Intelligence
Texas McCombs School of Business
Post Graduate Program in AI & Machine Learning: Business Applications, AI & Machine Learning: Business Applications
ABOUT MAURICE PALMER
Project Manager at Teletrac Navman
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