Jonathan Pye

Responsible for all aspects of Customer Support ▪ Built the Customer Support organization from the ground up, including hiring, processes, and tooling. ▪ Authored the Customer Support playbook to standardize workflows and ensure scalability. ▪ Implemented Salesforce Case Management to centralize and streamline customer inquiries. ▪ Evaluated and implemented an AI-driven self-service solution to reduce support load and improve response times. ▪ Established key KPIs and reporting dashboards to monitor team performance and customer satisfaction.

Responsible for service delivery within Technical Support and provided oversight of the Ottawa office location ▪ Rebuilt North America Service Delivery teams after a failed outsourcing attempt prior to employment. ▪ Managed aggressive hiring and training of support engineers to achieve target headcount model. ▪ Performed root cause reviews on escalations and negative customer satisfaction surveys resulting in engineer coaching and an increase in customer satisfaction by over 10 points in North America to 94%. ▪ Responsible for and achieved phone KPI targets on a regular basis in North America following implementation of the headcount model (Answer 80% < 2 minutes, Average Speed of Answer < 2 minutes). ▪ Managed all forms of escalations with executives of different-sized partners and customers. ▪ Provided oversight for the opening and ongoing management of a new office in Ottawa.

Responsible for service delivery, operations and tools & technology within Customer Support ▪ Redesigned and implemented a new support model and processes, focusing on teamwork and a better customer experience, resulting in the highest satisfaction ratings for quality of support among all e-signature vendors in the mid-market and enterprise segments and an overall NPS rating of 84. ▪ Assisted in the creation of a case satisfaction survey based on our defined three pillars with increasing numbers near 95%. ▪ Oversaw and was responsible for the successful launch of a developer community website. ▪ Expanded the support team and developed a new support model to enable global 24/5 general support and 24/7 emergency support. ▪ Managed all forms of escalations with senior executives of major corporations. ▪ Responsible for managing all aspects of severity 1 service emergencies for 8 SaaS environments and more than 40 on premise customers.

Lead Customer Support & Development for the Automated Prescription Solutions (APS) division of McKesson Canada ▪ Established & executed customer satisfaction survey, obtaining overall 94.7% satisfaction rating. ▪ Implemented new Cisco phone system for the Technical Help Desk improving customer service. ▪ Redesigned and implemented new support model and processes focusing on teamwork and a better customer experience. ▪ Introduced proper development methodology in line with Canadian CTO office. ▪ Delivered new packaging automation software for general availability.

Responsible for customer satisfaction, customer references, maintenance & support renewals and consulting sales ▪ Established customer satisfaction program and maintained > 90% satisfaction rating. ▪ Developed senior level relationships with customers obtaining numerous references including customer calls, site visits, case studies and speaking engagements. ▪ Led the professional services organization for an interim period.

Provided IT and Services Consulting to Businesses of All Sizes, In and Around Montreal.

Responsible for people, processes and client relationships within Professional Services and Client Implementation Services. Initially responsible for quality assurance, configuration management, technical writing and development support groups within the Development organization. ▪ Increased Services generated revenue from $11M to more than $15M through creation and management of various services-oriented offerings, including upgrades and custom development resell. ▪ Developed employee satisfaction programs resulting in increased employee satisfaction by 5% ▪ Led recruiting efforts on university campuses resulting in more than 20 new hires in a two-month period. Improved processes and augmented client focus resulting in increased overall annual Professional Services revenue by more than 35% from $16M to $22M. ▪ Served as Client Engagement Executive on multiple implementations. ▪ Improved product quality and increased client satisfaction by developing and implementing new processes primarily focused on product maintenance activity. ▪ Developed and led an internal seminar to help employees improve their project management skills.

Responsible for delivering large pension and benefit outsourcing projects. ▪ Led a large ($5M+) outsourcing implementation project for pension and benefit administration of a large government division with the end goal being to achieve the business case and produce substantial savings for the division. ▪ Developed and led an internal seminar to help executives improve their project management skills.

Responsible for delivering a number of large development projects and internal initiatives. ▪ Led a large ($1.2M+) development project to stabilize an inventory system for a large aerospace client, resulting in hundreds of thousands of dollars in savings and satisfied end users. ▪ Managed the support team for a business process re-engineering project for a large steel manufacturer to ensure smooth operations through problem and request management. ▪ Led a procurement and payable enhancement project of more than $400K for a large aerospace client, resulting in $50K+ in net benefits. ▪ Assisted in an IT strategy review of a large resources company resulting in a new IT vision within the corporate strategy, a satisfied client and follow on work. ▪ Held internal positions including Canadian Competency Coordinator and Montreal Process Community Social Lead