Santa Barbara, California, United States
Experience : 10+ years of SaaS Operations leadership experience with a proven track record of results. Sean built an award winning Customer Success department from the ground up at a high growth SaaS startup. After successfully deploying the training, oversight, and reporting for the department he was promoted to VP of Operations. Sean is passionate about business building. Repeatable anti-fragile processes are the cornerstones to building a business that meets growth head on. He is dedicated to implementing systems and programs to provide clarity over operations and inform strategy for the future. Specializations: SaaS Business Operations, , Customer Success Operations, Program Management, Service Desk Management, Escalation Management, Process Improvements, Data and Trend Analysis, , Churn Reduction
• Manage Project Management, Human Resources, Information Technology and Facilities teams. • Administer Netsuite for the company, focusing on Financials and Suitepeople. • Administer project management software and tools (Jira and Atlassian Suite). • Ensure proper reporting structure within and between all business units and/or departments. • Interface with the department heads to ensure that strategic plans align with daily operations. • Communicate key information to units and teams regarding operations, human resources, cost management, and other areas. • Develop and implement new business strategies for creating or improving processes and procedures. • Monitor departmental performance against goals to ensure that progress is being made, and take corrective action is taken if necessary. • Responsible for ongoing business process documentation initiatives • Secure business leases and insurance plans • Maintain all payroll processing systems
• Spearhead entire post purchase customer experience from onboarding through multi-channel support. • Oversee strategic vision for multiple client facing departments and initiatives. • Create statistical models from CRM data to identify leading indicators of customer churn. • Develop feedback loop from Support to Customer Success, focusing on at risk customers. • Standardized post sales handoffs to Account Managers, increasing product trial conversion and decreasing post conversion monthly churn. • Analyze customer platform usage and work with Product team to drive product adoption guide development.
• Maintained customer's accounts, deposits/withdrawals, and loan/tax payments • Tasked with additional responsibilities around foreign currency and vault management. • Recognized for surpassing sales/revenue goals every quarter, ranking #5 on Pacific coast.