Scott Barndt
Vice President, Customer Experience @Govpilot
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WORK HISTORY
Vice President, Customer Experience @Govpilot
Providing strategic direction to Customer Success, Professional Services, and Technical Support teams.
EDUCATION
Welch Way
Jack Welch Leadership Development Program
American Management Association (AMA)
Advanced Executive Leadership Program
Alvernia University
Bachelor of Science (B.S.), Computer Systems Management
Montgomery County Community College
Associate in Applied Sciences (A.A.S), Technology
SKILLS
ABOUT SCOTT BARNDT
A senior executive with a proven track record of results, advancement and operational excellence. Executive leader of best in class Customer Success, Support and Technology teams across a global footprint for complex B2B software implementations ensuring critical business operations.Best in Class Business Outcomes:• Transformed from a service model to a success model and the business realized a 19% increase in customer retention rates and 150% increase in Upsell/Cross Sell revenue growth. • Created a Professional Services team which averaged $150k in monthly Revenue Recognition.• Under Scott’s direction the Global Support Center has achieved the highest evaluation of a Help Desk by attaining HDI’s Certified Support Center certification and scored in the Top 25% of all HDI Certified Support Centers and the Top 10% for Customer and Employee satisfaction. The Global Support Center has achieved an average Customer Satisfaction rating of 98% and Employee Satisfaction rating of 95%. • With the greater market adoption of SaaS, Scott augmented to three fully redundant data centers in the US and two in the UK, while increasing the Software Availability SLA from 99.9% to 100% guaranteed uptime. • Awarded by Disaster Recovery Institute International as Service Provider of the Year for 2017 and 2015.• Recognized as Leader in BCMP Gartner Magic Quadrant for Exceptional Customer Satisfaction in Technical Support and 100% High Availability data centers for 2017, 2016 and 2014.• Recognized by Philadelphia Association for Talent Development for Outstanding Leadership & Commitment to Workforce Development.
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