Steve Blaz

Global Responsibility for all Post-Sales Support Functions overseeing 12 sites, 1700+ resources, $300M+ budget, ~ $1.8B in Support Revenue. Customer facing functions - Technical Support, Customer Assurance - CAP, Customer Engineering TAC, CRE (Customer Reliability Engineering), Incident Response, Customer Service, Designated Engineers, Critical Response, Support Delivery Partners, and Authorized Support Centers. • Oversaw growth of organization of 6X+ in revenue and 4X+ HC, while adding ~3000 net new customers/quarter. • Developed and implemented game changing, first in industry TWC (Technical Welcome Center) team staffed with highly skilled/experienced Tier 2 Support Engineers. • Instrumental in building a reputation in the industry to be known for Legendary Services by achieving the top Support honors - TSIA Certification and the JD Powers Award for Excellence 7 years in a row. • Drove Customer Satisfaction and NPS scores to industry leading levels to provide the best possible customer outcome. • Transformed the organization from a 70% phone/30% web focused org to a 9% phone/91% web by investing in process changes, infrastructure enhancements, and increased knowledge base. • Developed TAC 2.0 concepts to drive foundational operational efficiencies and platform design initiatives in order to scale the organization and enhance the customer experience. • Increased Deflection rates from 30% to 63%+ by enhancing customer experience through targeted federated search, by leveraging ML and AI. • Drove transformation to a KCS (Knowledge Centered Support) organization that feeds ML in order to enhance the on-line customer experience, increase adoption, and increase deflection rates. • Built strong cross-functional relationships with all theater Sales leaders, Channels, Product, Engineering, Quality, Ops, and Executive leadership. • Built an exceptional high performing, global management team that produces the most sought after talent in the company.