Chris Pettibon

Global Technical Support executive responsible for Enterprise, Commercial and SMB business segments. Leading a large and diverse global team thru transformational changes affecting people, process and technology. Emphasize the utilization of data, analytics and problem solving skills to identify efficiencies and to to drive positive outcomes. DocuSign helps organizations connect and automate how they prepare, sign, act-on, and manage agreements. As part of the cloud-based System of Agreement Platform, DocuSign offers eSignature—the world’s #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, more than 425,000 customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and to simplify people’s lives. Key Responsibilities: - Operational transformation across all geographies and timezones - Customer Experience, strategy & delivery design - Scaling thru vendor, technology and partner ecosystem - Surface insights based on interaction data to drive continuous improvement across product, service & support

Scaled Customer Support operation from start-up to post-IPO. Developed interview and on-boarding programs to grow organization from under 20 to 130+ employees and vendor agents. Transformed model to deliver 24x7x365 across all time zones including escalation management. Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to both secure and manage their extended enterprise and transform their customers’ experiences. My global team works to continually improve the product, service, and support experiences for all solutions, in collaboration with internal cross-functional groups. Key Responsibilities: - Worldwide responsibility for customer experience strategy & delivery for enterprise and SMB customers. - Understand and design new experiences that remove friction points during the customer journey - Deliver personalized proactive and reactive Customer Support - Responsible for capacity planning including demand forecasting and availability management.

Developed, implemented and managed global data centers for all customer operations. Established and implemented departmental policies, goals, objectives, procedures and metrics for customer success. Planned and implemented a global staffing model to provide 24x7 support across geographies. Implemented industry standard best practices to deliver best-in-class service delivery, utilizing metrics-based management disciplines to measure progress toward organizational goals. Key Responsibilities: - Strategic direction and delivery of SaaS product hosting for public and academic libraries worldwide - Implement industry standard best practices to deliver service excellence, utilizing metrics-based management disciplines to measure progress toward organizational goals. - Global customer satisfaction and retention exceeding 97%

Participated in establishing the Customer Success function within the organization. Was selected to lead this new organization which included : hiring talent ( 30 CSM's over 6 months), defining program deliverables, establishing processes, identifying KPI’s and evangelizing the program within the company. Managed a worldwide team of 17 Customer Success Managers supporting both SaaS and On Premise models. Success of the program, which included increasing license and maintenance revenue from strategic customers, led to additional funding of approx. $1.5 M for the program in the second half of the fiscal year. Managed executive level escalations and focus accounts which were based on sales opportunity. Key Responsibilities: - Responsible for hiring talent (30 CSM's over 6 months), defining program deliverables, establishing processes, identifying KPI’s and evangelizing the program within the company

Managed a team of 10 technical analysts supporting strategic customers in the Americas across delivery platforms (SaaS and On Premise). Consistently exceeded CXI targets by emphasizing super responsive service, high knowledge creation rates, participation in Communities and focus on best practices for customer service. Spearheaded the development and implementation of processes for Solutions based customer centric support – a shift from product support. Responsible for capacity planning including demand forecasting and availability management. Key management representative tasked with driving KCS adoption including providing input on tool selection. Managed escalated customers as well as worked with engineering teams to provide feedback back into the product to enhance customer experience and proactively address issues. Key Responsibilities: - Managed a team of technical analysts supporting strategic customers in the Americas across delivery platforms (SaaS and On Premise) - Consistently exceeded CXI targets by emphasizing super responsive service, high knowledge creation rates, participation in Communities and focus on best practices for customer service. - Spearheaded the development and implementation of processes for Solutions based customer centric support – a shift from product support. - Key management representative tasked with driving KCS adoption including providing input on tool selection.

Master AR Suite and MasterCell Exchange for Remedy