Belfry

Lead all post-sale functions including implementation, support, customer success and renewals.

Sr. Director, Customer Experience

The Digital Customer Success Podcast

Founder and host of a weekly podcast, focused on Digital Customer Success for both CS leaders and practitioners. Each week we discuss various topics on how to build and maintain a scaled customer success program to help drive the customer journey and make your CSMs as efficient as possible.
• 24% QoQ increase in downloads and views since inception.
• Recognized by multiple online publications as a top Customer Success Education Podcast, including Gainsight, Catalyst, CS Collective, Intellum, Custify, FeedSpot & Flowla.

Founder

Flexera

Developed and executed the strategy and tech stack necessary to provide seamless coverage of our smallest customer, including the implementation of a robust churn early warning system by leveraging scorecards and machine learning.
• Provide scaled & digital coverage of a ~$250M portfolio of customers.
• Improved overall digital customer engagement across the entire lifecycle by 35% via digital engagements, inbound channels, survey responses and community engagement.
• Achieved a 26 point increase in NPS over the course of 2023, resulting in improved customer satisfaction and engagement with the brand. Implemented a state-of-the-art customer journey lifecycle tracking and automation system utilizing Gainsight.
• TECHNOLOGIES: Gainsight, Pendo, Docebo, Salesforce.com, Cloudshare, Descript, Zapier, Perplexity

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Flexera is a SaaS-based IT management solutions provider enabling enterprises to accelerate digital transformation and multiply the value of their technology investments. Joined as part of the Snow Software acquisition in February 2024.

Director, Global Digital Customer Success

Oversee Flexera's Digital & Scaled Customer Success and Customer Education functions including teams of scaled CSMs, digital program managers, operations analysts and various learning specialists/designers.

Director, Adoption Programs (Digital Customer Success & Customer Education) - formerly Snow Software

KELL Partners

Responsible for company's services strategy, packaging and P&L. This included staffing, developing product offerings, implementing internal and customer-facing tooling, long term strategic planning and the overall customer lifecycle management across a $30M Services P&L. Led a team of 40+ project managers, consultants and developers.
TECHNOLOGIES: Salesforce.com, FinancialForce, Confluence

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KELL Partners is a Salesforce.com consulting & development firm focused on providing implementation and managed services to the non profit space.

Vice President, Professional Services

HotSchedules

Responsible for providing direction and leadership for 33 direct and skip-level reports in order to deliver exceptional customer experiences for small, medium and enterprise clients in the restaurant and hospitality industry. Ensuring that hectic work life never gets the best of anyone as perpetual "Keeper of the Fun".
◦ Oversee all strategic customer-facing training and technical SaaS implementation initiatives, managing an overall services revenue P&L of ~$1.6M annually at a 40% services margin.
◦ Coordinated the delivery of more than 8,000 customer services projects into 16,000+ customer locations in 2019 alone.
◦ Designed all client-facing training (web-based, face-to-face and self-paced) and technical services packages with an emphasis on revenue and margin growth.
◦ Responsible for career & personal development of 33 direct & skip level reports.
◦ Utilized change management best practices in executing the merger of HotSchedules, Inc. with Fourth LTD (both acquired by Marlin Equity Partners), announced in mid-2019.
◦ Designed and deployed a 'Project Readiness' process to improve handoff of services engagement between sales, sales engineering and services teams.

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Hotschedules is a SaaS based labor and inventory management system serving the hospitality industry, serving over 65,000 customers worldwide. Formerly called HotSchedules - merged with Fourth in 2019.

Senior Director, Implementation & Training Services

Director, Implementation & Training Services

Bigcommerce

Responsible for the development and implementation of company-wide training solutions, both internal and client facing. Built a team of highly capable training specialists and program managers to oversee global new hire training, ongoing product/industry training, as well as leadership development programs. 

Established and managed a client-facing, video-based educational series called Bigcommerce University, reaching 50,000+ clients and supporting them in successfully starting and running their new eCommerce store, leading to increased client satisfaction and retention.

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Bigcommerce is a leading SaaS-based eCommerce platform serving enterprise customers with innovative shopping cart, payment processing, web hosting and marketplace technology. IPO in 2020.

Manager - Learning & Development

E-Learning Council

Board Member

Dell

Design and Implementation of training programs globally for Dell indirect and direct consumer sales segments.  Job responsibilities included eLearning curriculumn design, project management & vendor management. Developed and managed end-to-end training programs for Retail Account Executives and Sales Management. Developed global training communications strategy. Managed the development of a mobile training app with 400,000 potential end users on Android, Windows, RIM & iOS platforms. Developed new product training curriculum for Dell Consumer Sales division.

Instructional Design and Program Management

Young Chefs Academy

Young Chefs Academy is a cooking school for kids ages 3-17.  As co-owner, I am responsible for all daily activities involved in running a small business from payroll and accounting to inventory and scheduling.  I also teach some of the cooking events at the academy as well.

Co-Founder

Drum Supply House USA

Office Manager

Customer Success leader known for driving 120%+ NRR and CSM efficacy via digital CX strategies for early to mid stage startups.

I bring 17+ years of experience in digital transformation, customer management and post-sales services, and specialize in scalable strategies that enhance customer engagement and satisfaction. 12 of these years were spent in leadership positions with SaaS providers in various industries: eCommerce, workforce management, CRM & IT Asset Management. My teams have managed portfolios of over $250M in scaled accounts and have driven NPS turnarounds with upwards of 50 point swings. 

Known for a data-driven approach and a customer-centric mindset, I pride myself on bridging the gap between business objectives and customer needs, fostering long-term relationships and loyalty. I am passionate about leveraging technology to create seamless customer experiences and am adept at steering organizations toward sustainable growth and excellence in customer success.

I also host a weekly podcast called The Customer Success Podcast, where I explore different aspects of building and maintaining world-class digital customer success experiences with guests who are in-field and executing. My expertise includes customer journey mapping, scaled customer success automation, Gainsight administration, CS operations, and professional services delivery. I am an intuitive leader who thrives on coaching my team members, establishing solid relationships with clients and colleagues, and driving transformational change, innovation, and value creation. 

I am bilingual (native) in English and German.

I use ChatGPT in voice mode…A LOT! Especially when I go on walks. 

The problem is: I often forget to take action on the things I talked with Chat about when I get back to my office.

That’s why I also like to conclude my chats with a prompt to set a reminder for myself, at a time that I know I’ll be available, to take action.

This and more tips on talking with ChatGPT in voice mode on this week’s episode 99 of the pod!

Listen: https://lnkd.in/gdjhqDAA
Watch: https://lnkd.in/gHsTcC_U

Alex Turkovic

With over 15 years of experience in customer success leadership, professional services, and customer education, I am passionate about creating and delivering impactful and engaging customer experiences for products and services. As the Director of Adoption Programs at Snow Software, I combine digital and scaled customer success strategies with customer education programs to ensure optimal customer lifecycle engagement and outcomes.

I also host a weekly podcast called The Customer Success Podcast, where I explore different aspects of building and maintaining world-class digital customer success experiences with guests who are in-field and executing. My expertise includes customer journey mapping, scaled customer success automation, Gainsight administration, CS operations, and professional services delivery. I am an intuitive leader who thrives on coaching my team members, establishing solid relationships with clients and colleagues, and driving transformational change, innovation, and value creation. I am bilingual in English and German.

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