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  • andrew_soderbergs_business_values.pdf
  • andrew_soderbergs_strengths.pdf
  • letter_of_recommendation_from_christopher_rae.pdf
  • andrew_soderbergs_resume.pdf
  • andrew_soderbergs_elevator_pitch.pdf

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Andrew R Soderberg

Andrew Soderberg
Message Download Resume

Assets

Roles available for:

  • Fractional
  • Consulting
  • Contract
  • Interim

FCCO

Fractional Chief Customer Officer

FCWO

Fractional Chief Web Officer

FCBDO

Fractional Chief Business Development Officer

FCXO

Fractional Chief Experience Officer

FCEO

Fractional Chief Engagement Officer

  • San Marcos, California, United States
  • https://andrewsoderberg.weebly.com
  • Assets
  • Country experience:
    • United States of America
      Northern America

    • Canada
      Northern America

    • Finland
      Northern Europe

    • France
      Western Europe

    • Germany
      Western Europe

    • Mexico
      Central America

    • Brazil
      South America

    • China
      Eastern Asia

    • United Kingdom of Great Britain and Northern Ireland
      Northern Europe

    • Netherlands
      Western Europe

  • Languages:
    • English (US)
      English (US)
      Level: Native
Achievements
Charter
Andrew Soderberg
Message Download Resume
  • Expertise
    Leadership Customer Success Strategy Customer Relationship Mgmt. M&A Integration Business Process Improvement Client Engagement Strategy KPI & Metrics Data Analysis Cross-Functional Leadership SaaS Business Development Resource Management Content Management Web Development Information Architecture B2B Services Web Accessibility Customer Success/Support Training Zendesk Consulting
  • Services

    Consulting, mentoring, business strategy development, team skills development, customer success strategies and best practices, SaaS business development, customer experience improvement, change management, M&A integration, operations technology analysis.

  • Employees overseen

    35 employees

  • Budget overseen

    $ 8,000,000

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Andrew R Soderberg

Add to favorites

Roles available for:

  • Fractional
  • Consulting
  • Contract
  • Interim

FCCO

Fractional Chief Customer Officer

FCWO

Fractional Chief Web Officer

FCBDO

Fractional Chief Business Development Officer

FCXO

Fractional Chief Experience Officer

FCEO

Fractional Chief Engagement Officer

  • San Marcos, California, United States
  • https://andrewsoderberg.weebly.com
  • Assets
  • Country experience:
    • United States of America
      Northern America

    • Canada
      Northern America

    • Finland
      Northern Europe

    • France
      Western Europe

    • Germany
      Western Europe

    • Mexico
      Central America

    • Brazil
      South America

    • China
      Eastern Asia

    • United Kingdom of Great Britain and Northern Ireland
      Northern Europe

    • Netherlands
      Western Europe

  • Languages:
    • English (US)
      English (US)
      Level: Native
Achievements
Charter
Why hire me in a fractional role
I am a customer success executive who thrives when facing a new challenge. I am adept at mentoring teams and harnessing best-in-class & emerging technologies to innovate products & services, while simultaneously focusing on enriching the customer experience. With over 30 years in technology customer success & service and over 20 years in SaaS services, I've developed & implemented highly successful customer strategies & best practices that turn customers into loyal product and service advocates.
Experience

Fractional role

  • Vice President of Customer Success
  • Director of Global Technical Support
  • This is a Fractional role President
  • Vice President of Web Services
  • This is a Fractional role Chief Technology Officer
  • This is a Fractional role Fractional Chief Customer Officer

Strengths in this role: Servant Leader, Listener, Mentor, Coaching Staff, Critical Thinking, CX Thought Leader, Attention to Detail, Communication, Strategic Planning

Industry Group: High Tech

Industry: Computer Software

Years of experience: 35 years

Industry Group: Media

Industry: Information Services

Years of experience: 15 years

Industry Group: High Tech

Industry: Internet

Years of experience: 25 years

Company name: OmniUpdate Inc.

Company size: 150 employees

Role in this company: I built and directed a cross-functional Customer Success Department composed of Professional Services, Training, and Technical Customer Support teams. I personally provided consulting services on content strategy, web accessibility, information architecture, and content migration to hundreds of college and university clients.

Strengths in this role: Servant Leader, Listener, Mentor, Coaching Staff, Critical Thinking, CX Thought Leader, Attention to Detail, Communication, Strategic Planning

Industry Group: High Tech

Industry: Telecommunications

Years of experience: 5 years

Industry Group: High Tech

Industry: Computer Software

Years of experience: 35 years

Industry Group: High Tech

Industry: Internet

Years of experience: 25 years

Industry Group: Media

Industry: Information Services

Years of experience: 15 years

Company name: Verimatrix, Inc.

Company size: 350 employees

Role in this company: I was responsible for all of the customer and ecosystem partner-facing technical support. These customers ranged from regional telcos to major international tier-one satellite and cable operators. I was also responsible for all aspects of global technical support for all of our product and service lines, while meeting customer deadlines and ensuring customer support issues were resolved swiftly and professionally within very strict SLA agreements.

Strengths in this role: Interactive Media, Web Accessibility Consulting and Training, Accessibility Testing and Remediation, WCAG Standards, Internet Standards, Web Design, Information Architecture, UI/UX Flows, CMS Research and Deployment, HTML5/CSS3/JS/PHP, WordPress, OU Campus, Zendesk Administration, Zendesk Support Moderator. Zendesk Training

Industry Group: Media

Industry: Online Media

Years of experience: 25 years

Industry Group: High Tech

Industry: Internet

Years of experience: 25 years

Company name: Merlin Media, Inc.

Company size: 10 employees

Role in this company: I leveraged both vision and entrepreneurial drive to capitalize on emerging opportunities in the Web, establishing a multimedia development company to serve high technology companies in Silicon Valley, the USA, and internationally. I completed my time here with an M&A with a market research firm to create the number one research and marketing consultancy for Community and Technical Colleges nationwide.

Company name: Soderberg Consulting

Company size: 1 employee

Role in this company: I am the Founder and the primary, providing web technology consulting and web accessibility compliance and remediation services for Technical and Community Colleges, State Colleges, public and private Universities, as well as businesses nationwide. Learn more on my website: https://www.soderberg.consulting

Strengths in this role: Servant Leader, Listener, Mentor, Coaching Staff, Critical Thinking, CX Thought Leader, Attention to Detail, Communication, Strategic Planning

Industry: Higher Education

Years of experience: 20 years

Industry Group: High Tech

Industry: Internet

Years of experience: 25 years

Company name: Interact Communications Inc.

Company size: 20 employees

Role in this company: I joined as part of an M&A in the roles of CTO and VP of Web Services. I directed strategic planning, web accessibility, information architecture, and CMS research for Community and Technical Colleges. I staffed, trained and directed a cross-functional web design and development team of 15+ off-site contractors.

Strengths in this role: Servant Leader, Listener, Mentor, Coaching Staff, Critical Thinking, CX Thought Leader, Attention to Detail, Communication, Strategic Planning

Industry Group: High Tech

Industry: Internet

Years of experience: 25 years

Industry: Research

Years of experience: 20 years

Company name: Interact Communications Inc.

Company size: 20 employees

Role in this company: I joined as part of an M&A in the roles of CTO and VP of Web Services. I directed strategic planning, web accessibility, information architecture, and CMS research for Community and Technical Colleges. I staffed, trained and directed a cross-functional web design and development team of 15+ off-site contractors.

Strengths in this role: Continuous process improvement, Team mentoring and coaching, VOC planning, quality staff recruitment, customer success strategies, metrics, and KPI analysis.

Industry: Staffing and Recruiting

Years of experience: 2 years

Company name: Get Staffed Up

Company size: 610 employees

Role in this company: Virtual Staffing Company for lawyers and law firms in the United States. I oversee our Customer Experience Department which is responsible for the company’s ongoing client relations and the company’s staffers. I am responsible for team growth, motivation, training, and leadership to enable the team to achieve our goals and deliver excellence in customer service and staffing support.

  • Success story

    I am a Customer Success turnaround specialist. At my last engagement, I built, trained, mentored, and directed global customer success & support departments where in 12 months I increased customer satisfaction scores from the low 80’s with 2-8% responses rates to a sustained 99.5% CSAT year over year with 20-30% responses rates. I also turned customers into product advocates resulting in less than 2% churn YOY. The CS departments reporting to me have won 9 Stevie Awards over the past 8 years.

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