Scott has held key leadership positions in Customer Success / Customer Support, Operations, Product Development, and Solution Engineering at two pre-IPO enterprise software start-ups, helping them grow to industry leading public companies with combined annual revenues of over $1B. He has a long track record of building high-performance teams, developing lifetime customer relationships, delivering double digit revenue growth, and efficiently scaling global customer support operations. Specialties: Management: • Business Planning • Acquiring & Developing Talent • Building Cohesive Teams & Winning Cultures • Defining, Marketing & Selling Solutions • Program/Project Mgmt. • X-Function Quality Initiatives • Customer Satisfaction Turnaround Specialist Customer Success / Customer Support: • Support Strategy • Support Marketing & Sales • Support P&L • Customer Segmentation • Proactive & Personalized Support • Customer Life-cycle Mgmt. • Escalation Management • Scaling Global Operations • Offshore & Outsource Mgmt • CRM & Call Center Solutions • SAAS & Enterprise Support

VP Customer Success @ From 2015 to Present (less than a year) Senior Director Customer Support @ Results: - Transformed Customer Support operations in first year: opened a 24x7 Support Center, implemented a new CRM solution, Customer Portal and Knowledge-Centered Support (KCS) methodology - Supported growth of 4X to $200M+ of revenue and over 6,000 Customers, earning Sales’ annual Corporate Contributor Award in 2011 and 2012 - Identified and implemented continual service improvements, increasing Customer Satisfaction from 79% to 90% - Re-engineered the following processes in 2013: tiered support model, P1 incident management, and escalation management. In Gartner's June 5, 2014 Magic Quadrant for Enterprise Mobility Management (EMM) Suites report: “In 2013, the company implemented a more rigorous support model. References have noted that support is now a strength for the company”. - Transitioned the global Technical Account Management (TAM) function from a reactive service to a more proactive, consultative service. Premium Customer’s satisfaction with their TAM increased to 99% in 2014. From 2011 to Present (4 years) Consulting VP Customer Service @ Nexant is a provider of intelligent grid software and clean energy solutions Engaged by CEO to develop a strategy and business plan for integrating and improving the Customer Service Operations of 3 software product lines that were operating autonomously. Results: - Developed an integration strategy and operating plan - Identified the critical business issues and recommended solutions - Built a staffing model and helped hire key positions From 2010 to 2010 (less than a year) VP Services & Operations @ LiteScape is a start-up providing innovative VoIP and smart phone applications Recruited by and reporting to CEO to scale the company’s delivery capabilities and operations. Responsible for Sales Engineering, Professional Services, Training, Technical Support, IT and Hosted Operations. Results: - Planned and executed technical training and the support model for OEM Partners Cisco and NEC as well as Resellers including Dimension Data and World Wide Technology. - Implemented a new Customer Portal to reduce operating costs and increase customer satisfaction. - Doubled annual maintenance revenues through marketing programs and improving sales processes. - Managed the Marketing organization in the role of interim VP of Marketing, and working closely with Sales, created new product branding, collateral, and an ROI calculator. - Redefined company strategy, culminating in new business model, branding, and product launch. Set up operations and customer service for a new application targeted at smart phone users. - Defined a new Customer Lifecycle process to seamlessly manage customer requirements and expectations from the sales phase to implementation then into production support From 2007 to 2009 (2 years) VP Customer Support @ Genesys is the leading provider of Contact Center Software Solutions with over 3,500 customers worldwide. Promoted to take over Program Management, Systems QA, and Technical Publications from Engineering in order to make these departments customer focused. Also responsible for worldwide Technical Support. Managed a team of 220 people with an annual operating budget of $25M. Results: - Defined and implemented a distributed development model for Technical Publications which reduced operating expenses by 25% and increased document quality. - Launched x-functional Quality programs with customers deploying new strategic solutions, which produced reference accounts and valuable customer insight. Helped grow worldwide market share of GVP (company’s most strategic product) from 13% to 23%. - Implemented an innovative skills based call routing solution using Genesys software, which increased first call resolution by 15% and was a showcase for Sales to demonstrate the value of Genesys. - Introduced surveys to monitor Customer Satisfaction and gather input on service needs. Customer Satisfaction increased over 40% in a 4 year period. From 2004 to 2007 (3 years) VP Worldwide Technical Support @ Promoted to manage P&L for Technical Support business. Results: - Managed P&L for Worldwide Customer Support and always exceeded revenue, bookings, and operating margin targets. - Responsible for Y/Y maintenance revenue increase to over $100M annually, 126% of goal. - Established support centers in India, Ukraine, and Russia to reduce operating costs per capita and to support business development in these emerging markets. - Created the partner support strategy for Genesys’ extensive partner ecosystem, which includes Resellers, SI’s, Application Developers, OEMs, and ISVs. Negotiated and managed each of the partner agreements. Partner influenced revenue grew from less than 50% to over 70% of Genesys’ revenue. - Developed and successfully executed an innovative enterprise CRM strategy integrating solutions from Oracle, Siebel, Microsoft, Genesys, and Nuance. From 1999 to 2004 (5 years) Sr. Director Customer Service @ Recruited to turnaround low Customer Satisfaction in preparation for an IPO. Responsible for Technical Support, Training Services, and Implementation Management. Results: - Awarded Corporate Contributor of the Year by SVP Sales for turning around Customer Satisfaction while supporting revenue growth from $35M to $175M. - Built worldwide support from the ground up by opening new regional support centers in Australia, Canada, and Japan. leveraging a common support process and “follow the sun” 24x7 support capability. - Established a global training operation by integrating regional Training Centers and leveraging best practices. From 1997 to 1999 (2 years) Director, Business Operations @ Designed and implemented omprehensive services strategy and managed business operations for North America -- responsible for delivering over $300M in software and services annually. Results: - Managed a x-functional team that developed the 1996 Operating Plan including financial objectives, target customer segments, competitive analysis, new product specifications, quality/customer satisfaction initiatives, staffing, employee development. Received Special Achievement Award for this work. - President's Quality Award Winner - recognized by President for initiating Total Quality System for maintenance business, a new CRM solution (Scopus, Business Objects) which increased productivity by enabling solution reuse and promoting best practices. From 1995 to 1997 (2 years) Director Applications Engineering @ Promoted due to my success driving sales growth and customer satisfaction for Cadence’s largest accounts in Silicon Valley. Led the Application Engineering group, consisting of pre-sales and post sales services. Results: - Built a team of 60 people from a starting headcount of 5 through aggressive recruitment programs and successful execution of two major mergers. - Delivered pre-sales support that enabled sales to exceed plan every year and to grow business from $6 million in 1989 to over $60 million in 1994. - Created the infrastructure and organization for Cadence’s first professional services practice; which developed into a multi-million dollar business. From 1991 to 1994 (3 years) Manager, Applications Engineering @ From 1989 to 1991 (2 years) Applications Engineer, Major Accounts @ Cadence (NYSE: CDN) was the leading provider of Electronic Design Automation solutions Created and implemented pre and post-sales support plans for Cadence’s most strategic accounts and took ownership of all technical issues. Results: - As TAM, provided pre-sales and post-sales support for National Semiconductor, which became Cadence’s largest customer with annual sales of over $5M. - Developed and implemented the support plan for Sun’s first SPARC microprocessor design which successfully completed ahead of schedule. - Received award as the Top Application Engineer in 1988. From 1987 to 1988 (1 year) VLSI Design Engineer @ Data General (DGN: Public Company) was one of the leading minicomputer providers at the time. Designed custom integrated circuits using design automation software tools. Performed design entry, simulation, place and route, physical design verification, and test program generation. From 1984 to 1986 (2 years)

BSEE, Electrical Engineering @ University of Pennsylvania From 1980 to 1984 Scott Chaykin is skilled in: Pre-sales, Professional Services, Solution Selling, CRM, Program Management, Strategy, Start-ups, Managed Services, Telecommunications, Management, Outsourcing, Channel, Business Operations, Business Planning, Business Development