Doug has over 30 years of experience working with disruptive products at industry leading companies, focusing on Customer Success and Professional Services with particular attention to Best Practices, Risk Mitigation and achieving Measurable Results. Much of this involved growing companies where he helped bring structure, scale and accuracy to their delivery and support organizations.
His first role was at Discover Card Financial Services where he designed and built a robust Salesforce Automation and Order Entry system enabling the onboarding of new retail locations in hours instead of weeks.
He then spent eight years at Siebel Systems where his team supported strategic customers through their CRM project lifecycles and delivered exceptional Customer Satisfaction scores.
Post-Siebel he took a leadership role in SAP’s Active Global Support organization, helping more than 2000 customers.
Doug then turned his software industry focus to smaller growing companies, identifying opportunities to structure new customer offerings. His focus was on making the sale, contract and delivery process more consistent, growing revenue ahead of subsequent IPOs.
Before joining Decision Engines he led one of Salesforce’s Customer Success teams supporting 30,000+ customers. This involved helping to develop a model that uses analytics to find struggling customers, providing a combination of content and human resources to improve adoption: essential building blocks in scaling any Customer Success function.