Daniel Heisler

Responsible for strategic and operational management of Accruent's Professional Services in the North America, South America, and Europe regions. Managed a team of 2 directors, 7 managers, and 50 delivery consultants/experts. Oversaw the P&L (Profit and Loss) of professional delivery services for various solutions. Set quarterly revenue targets, developed marketing packages/offers, and collaborated with the sales team on scoping and estimation. Forecasted resource requirements, ensuring the availability of a talent pool ready for projects and proper resource allocation as needed. Key Projects | Achievements: • Streamlined and scaled offer package pricing – automating quotes and eliminating time-consuming, custom opportunity management process for a large share of prospects. • Transitioned service delivery price model from one-time to recurrent revenue. • Transitioned the service delivery methodology from a waterfall approach to an agile framework. • Increased overall team billable utilization from 50% to 65%. • Launched weekly status calls with Sales Reps, Account Executives, and Services Directors to review pipeline and opportunities. • Served as Country Manager in LATAM assisting with office ramp-up, recruiting programs and partnerships, and employee engagement and retention.

Implementation of a strategic vision for global support teams, aiming to engage and add value to international clients. Guaranteeing compliance with Service Level Agreements (SLAs), supporting an Annual Recurring Revenue (ARR) of millions across many products. Leadership of a team of over 100 support professionals distributed in the USA, Canada, UK, Singapore, Philippines, Israel, Netherlands, Finland, Ukraine, and Brazil. Management of an annual operating budget of millions to ensure efficient global support operations. Resolution of escalated issues for internal and external stakeholders, ensuring customer satisfaction and success. Identification and fulfillment of short and long-term personnel strategic needs, ensuring the availability of qualified talent for the global support team. Implementation of continuous improvements to optimize support processes, increase efficiency, and customer satisfaction. Key Projects | Achievements: • Increased Customer Satisfaction scores from 75% to 90% and Customer Retention results from 90% to 95%. • Expanded international support operation from 10 members in Brazil and UK to 40 members in 10 countries to accommodate the growing number of customers and products. • Implemented weekend coverage extending support to 24/7. • Launched a self-service – optimizing customer and employee time on FAQ solutions. • Introduced Customer Audit process to collect feedback on products, services, and proposed solutions. • Achieved the highest employee retention rates in the company during COVID19 – leaning into employee development, career path planning, and talent-compensation optimization.

Deep understanding of global-scale customer usage of document management product functionalities. Optimization of customer usage, identification of gaps in delivery or support, and implementation of strategies to enhance the customer experience. Identification of untapped revenue opportunities in document management products, in collaboration with product development and sales teams. Definition of Key Performance Indicators (KPIs) for renewal, churn, Net Promoter Score (NPS), Annual Recurring Revenue (ARR), Lifetime Value (LTV), and Monthly Active Users (MAU). Regular reporting of KPIs to the CEO and other relevant stakeholders. Key Projects | Achievements: • Created the recurring-revenue services offer starting the transition from one-time to recurring revenue. • Launched Voice of the Customer sessions to increase feedback on products and services.