Steven Brownstein

Hello everyone! I am Steve, I work in tech, and I am the owner and CEO of The PC Protector, premier IT Managed Service provider, focused on proactively protecting your companies tech assets so you can focus on growing your business. 

My passion is for positive leadership, and I post often about how to #bethepositiveleader, as well as ideas on how to take care of your people. If you ever want to trade ideas about leadership, check out my posts, or reach out to me, I respond to my DMs, InMail and comments. 

As a leader, I like helping people to reach their potential and goals. To this end, I am actively working to #bridgethegap between those in my network who are #opentowork and those who are #hiring.

To this end, I participate in social outreach events to grow my network, and exchange messages with many different folks.  

Again, if you want to exchange ideas, need some assistance in your job search, transforming your leadership style, or anything else you think I can assist with, please reach out!

And as always, have an excellent day, and keep being awesome people to your people!

Chief Executive Officer

Embry-Riddle Aeronautical University

Chief Business Officer - Worldwide Campus

Self-Employed

Providing consultation, guidance, and expert advice to business owners on strategy, system needs, sales methods, cost calculations, service offerings, models, budgets/P&L, and pricing.

•	Developed a 36-month business plan transitioning to a marketing services and digital solutions business model, increasing projected revenue by over $100k annually.

•	Providing strategy insights, organizational structure recommendations, coaching, and motivation.

•	Drafted P&L reporting format.

•	Created publication business models including assumptions for page count, frequency, fixed/variable costs, and staffing.

•	Revised sales pitch deck for presentations.

•	Analyzed launch timelines for multiple publishers and expedited launch dates by as many as four months.

•	Crafted monthly and yearly membership program options.

•	Ran mock sales meetings and documented feedback and recommendations.

Strategic Advisor/Consultant

Darwin CX

Darwin, a technology startup specializing in enterprise Software as a Service (SaaS) applications for companies with a subscription business model, supercharging acquisition, and retention by focusing on customer experience. Acquired by Studio Media Group, Palm Coast Data's parent company in 2020.

Title change upon organizational restructuring including oversight of Operations, Client Success, Customer Service, Vendor Management, and Data Output teams. Drove operational excellence in a fast-paced, dynamic environment, utilizing data analysis and key metrics to make impactful decisions, improved procedures, and implemented new processes to optimize workflows and align, remote, cross-functional, collaborative teams to achieve business objectives.

• A steering committee member in collaboration with the C-suite and ownership, contributing insights and recommendations for strategic business plans encompassing outside investment, business operation scaling, organizational restructuring, budgets, and financial goals.

• Successfully scaled operations of a 150+ employee team.

• Achieved retention and NRR goals through a business transition period.

• Collaborated with finance and tech leadership to eliminate $3.7MM of operational expenses, improving profitability, and outside investment opportunities.

Head of Operations

Promoted to Senior Vice President, Operations after the parent company’s acquisition of Darwin CX. Orchestrated the remote integration of Darwin CX and Palm Coast Data fostering company-wide emphasis on transition to a SaaS technology company. Developed revenue growth plans and new product roll out to meet customer needs. Ensured the achievement of financial targets while guiding sales, client success, communications, and contract administration teams to deliver a cohesive and captivating customer experience.

•	Devised an innovative up-sell program that generated $15MM of enterprise SaaS annual recurring revenue (ARR). 

•	Executed management of a massive customer onboarding project consisting of 50 existing customers, delivering six months ahead of schedule, resulting in expedited SaaS revenue earnings.

•	Achieved significant cost savings of $2.4MM by outsourcing non-core services to third-party vendors.

Senior Vice President Operations

Palm Coast Data

Palm Coast Data was the definitive value leader in professional services, subscription management, and sophisticated digital and traditional marketing solutions for publishers, media, memberships, non-profit organizations, and associations.

Developed new business initiatives that drove revenue growth and increased market share. Built and maintained relationships with key customers. Revised strategies by identifying market trends and customer segment targets. Ensured the sales team consistently met revenue goals, while facilitating a seamless hand-off process to the onboarding team.

•	Drove a 230% increase in new business revenue in year one, securing $5MM in wins for the company.

•      Created a comprehensive strategic acquisition plan for an enterprise SaaS customer experience platform, including market analysis and revenue forecasting, resulting in the parent company's $7MM acquisition of a Canadian-based start-up.

Vice President, Sales and Client Success Operations

Developed customer-centric teams with a focus on maximizing customer satisfaction and retention. Surpassed expectations by thoroughly analyzing customer needs, implementing effective solutions, and displaying strong negotiation skills to secure renewal agreements. Managed department budget and staffing requirements.

•     Strategically built and managed a high-performing team of 20 client success managers, overseeing a portfolio of $20MM+ in annual business and delivering an exceptional retention rate exceeding 90%. 

•      Hired, mentored, and coached team members, leading to multiple promotions, high employee retention, and increased job satisfaction.

Director of Client Success

Worked closely with managers to develop client relationships, identify areas for revenue growth, up-sell, and cross-sell new service offerings, improve client experience, and ensure satisfaction.

•	Optimized client usage of the self-service portal, increasing developer capacity by 20% and expediting revenue return for clients by over 40%.

•	Saved a prestigious $8MM account and avoided sever service penalties through extensive report analysis and providing follow-up corrective action instructions to the Business Intelligence team. 

•      Corrected customer classifications within the database, saving $60k+ annually in postage costs across multiple accounts.

Senior Manager (Group), Client Success

A results-driven professional with 15+ years of experience building and leading teams in customer success, account management, and business operations. Skilled in strategy development, and cross-functional, collaborative management of remote teams. Proven track record of scaling business units and integrating business entities. Expertise in devising programs that generate significant annual recurring revenue. Creates environments of adaptability, flexibility, and project execution to achieve company objectives.

Email: garyblumenfeld@gmail.com

Skilled at strategic planning and implementation, SaaS platform onboarding, actionable data analysis, and proactive customer-first account management. 

Focuses on active listening and consultation to build and nurture customer relationships, find the root of customer needs, and develop solutions that exceed customer expectations and satisfaction. 

CORE COMPETENCIES:

• Customer Experience
• Strategic Planning
• Retention Strategy
• Relationship Building
• Revenue Growth
• Team Building and Management
• SaaS
• P&L/Budgets/Forecasts
• Financial Analysis
• Innovation/Iteration
• Up-Sell/Cross-Sell

ACCOMPLISHMENTS:

~ Devised an innovative up-sell program that generated $15MM of enterprise SaaS annual recurring revenue (ARR).

~ Accelerated completion of a massive onboarding project, delivering six months ahead of schedule, and resulting in $2MM in operating expense savings for the company.

~ Demonstrated cost management skills by outsourcing non-core services to third-party vendors resulting in cost savings of $2.4MM.

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Steven Brownstein

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