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Andrew R Soderberg
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Roles available for:
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Fractional
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Consulting
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Contract
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Interim
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San Marcos, California, United States
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https://andrewsoderberg.weebly.com
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Assets
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Country experience:
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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
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Languages:
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English (US)
English (US)Level: Native
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English (US)
Achievements
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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.
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Employees
overseen
35 employees
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Budget overseen
$ 8,000,000
Share
Andrew R Soderberg
Add to favorites
Roles available for:
-
Fractional
-
Consulting
-
Contract
-
Interim
-
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
-
English (US)
Achievements
Why hire me in a fractional role
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.
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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.
