Vice President Customer Success | Customer Service | Customer Support | Service Supply Chain | Partners
San Jose, California
Vice President, Customer Success Services
October 2014 to Present
November 2009 to Present
Wall Street Consulting
2009 to Present
Vice President, Customer Service and Support
April 2014 to October 2014
VP, Strategy, Partners, and Operations Office - Customer Success Services
January 2013 to January 2014
VP, Support Strategy and Enablement - Global Product Services
December 2011 to January 2013
Steve Blaz and Associates, LLC
President and CEO
2009 to December 2011
VP, Global Service Operations - Customer Services
December 2005 to 2009
Director, Strategic Alliances
2004 to 2005
Interim VP, Global Product Services - Customer Advocacy
2002 to 2003
Director, GPS North America - Customer Advocacy
2000 to 2003
Director, Global Onsite Services - Customer Advocacy
1993 to 2000
Water Walkers Water Sports
1991 to 1993
1983 to 1991
GM Role. Global responsibility for all non-commissioned customer facing functions - Sales Engineers, Professional Services, Technical Support, Customer Success Managers, Customer Engagement/Adoption, Global Customer Training, Customer Retention, VAR Channel Sales and Strategic Partnerships. Driving improvements in people, process, and technology to empower scalability and accelerate Customer Success. I bring the calm to the organization with thoughtful insights... GM Role. Global responsibility for all non-commissioned customer facing functions - Sales Engineers, Professional Services, Technical Support, Customer Success Managers, Customer Engagement/Adoption, Global Customer Training, Customer Retention, VAR Channel Sales and Strategic Partnerships. Driving improvements in people, process, and technology to empower scalability and accelerate Customer Success. I bring the calm to the organization with thoughtful insights that transform suboptimal customer situations into Customers for Life. My focus is to ensure successful customer outcomes, scale the organization, and reduce time to value. • Drove change in customer engagement, churn management, and retention to reduce monthly churn by as much as 36%. • Implemented PS programs to increase deployment rates to highest levels to date while increasing customer satisfaction and revenue. • Accelerated customer success in adoption of product by improving processes, enlightening customers on features and function, as well as integrating the product into the customer workflow, resulting in record upsell and customer retention. • Introduced and drove Customers for Life program company wide to improve the entire customer lifecycle experience, resulting in all time highs for customer satisfaction scores. • Implemented the corporate NPS survey which established our baseline score, launching an actionable go forward plan that resulted in product enhancements, process improvements and a company focus on the customer experience. • Developed a predictive model to forecast churn that is systematically reducing churn percentage month over month. Egnyte provides a complete suite of file services that fully addresses the needs of the enterprise, including mobile access, distributed workforces and complex security requirements. The award-winning hybrid approach harnesses the power and flexibility of the cloud and combines it with the security and performance of on-premises storage.
What company does Steve Blaz work for?
Steve Blaz works for Egnyte
What is Steve Blaz's role at Egnyte?
Steve Blaz is Vice President, Customer Success Services
What industry does Steve Blaz work in?
Steve Blaz works in the Computer Networking industry.
Senior management level experience with a sweet spot in Service, Support and Operations. I have demonstrated tactical success in these areas and in addition have the strategic insight to create repeatable instances. I enjoy helping small companies build the right infrastructure in order to scale, as well as to transform larger organizations to enable the most successful customer outcomes. My work over my career has helped build several of the best in class and most respected Service and Support organizations in high tech. I believe in a "Customer In" approach in everything I do. Customer Success is the key to growth and the driving force that keeps me interested, motivated, and empowered. Also have consulting experience with companies large and small, delivering value to clients in terms of operational improvements, market share and bottom line dollars. Architect – Builder – Operator – Problem Solver - Leader Twenty-five plus years General Management of post sales customer experience: Service and Support Strategy, Service Delivery, Support Operations, Service Supply Chain, Delivery Operations, Technical Support, Field Services, Go-to Market, Customer Success, Customer Advocacy, Business Development, Revenue Generation, Service Product Development, Services Lifecycle, Renewals, SaaS, Service Account Management, Implementation Services, Professional Services, Educational Services, Training, Business IT Solutions, Tools and Infrastructure, On-Line Resolution, Knowledge Base, XaaS, Partner/Vendor Management, Channels, Leadership and Organizational Development.Vice President, Customer Success Services @ GM Role. Global responsibility for all non-commissioned customer facing functions - Sales Engineers, Professional Services, Technical Support, Customer Success Managers, Customer Engagement/Adoption, Global Customer Training, Customer Retention, VAR Channel Sales and Strategic Partnerships. Driving improvements in people, process, and technology to empower scalability and accelerate Customer Success. I bring the calm to the organization with thoughtful insights that transform suboptimal customer situations into Customers for Life. My focus is to ensure successful customer outcomes, scale the organization, and reduce time to value. • Drove change in customer engagement, churn management, and retention to reduce monthly churn by as much as 36%. • Implemented PS programs to increase deployment rates to highest levels to date while increasing customer satisfaction and revenue. • Accelerated customer success in adoption of product by improving processes, enlightening customers on features and function, as well as integrating the product into the customer workflow, resulting in record upsell and customer retention. • Introduced and drove Customers for Life program company wide to improve the entire customer lifecycle experience, resulting in all time highs for customer satisfaction scores. • Implemented the corporate NPS survey which established our baseline score, launching an actionable go forward plan that resulted in product enhancements, process improvements and a company focus on the customer experience. • Developed a predictive model to forecast churn that is systematically reducing churn percentage month over month. Egnyte provides a complete suite of file services that fully addresses the needs of the enterprise, including mobile access, distributed workforces and complex security requirements. The award-winning hybrid approach harnesses the power and flexibility of the cloud and combines it with the security and performance of on-premises storage. From October 2014 to Present (1 year 3 months) Board Member @ Flash Global Logistics is the leading authority on worldwide, end-to-end supply chain services. We are singularly focused on providing innovative supply chain solutions for mission-critical service parts. My role on the Board is to provide strategic guidance to executive management on market trends and drivers. Provide customer experience perspective, industry expectations, and what matters to today's Chief Service Officers. Provide tactical guidance on operational opportunities, IT infrastructure, and strategic partnerships. The company is backed by Private Equity. From November 2009 to Present (6 years 2 months) Business Consultant @ Provide Business Consulting to various clients on industry trends, Customer Success, Service and Support for high tech. I work with several knowledge brokers that represent various clients, mostly investment banks, analysts, and private equity. I also work with companies like Bain, Accenture, etc who are doing industry research. Engaged by Gerson Lehrman Group, Alphasights, Cognolink, Coleman Research Group and Dematteo Monness. From 2009 to Present (6 years) Vice President, Customer Service and Support @ GM role. Global oversight of the Customer Service and Support team that is the single point of contact that helps our customers, OEM's, Field and Channel partners learn how to use the fastest and most reliable solid state storage technology in the world. Provide vision, strategy and execution to drive and deliver a world-class service and support experience. Team extensively with Sales, Channels and Field Operations to ensure successful customer outcomes. • Developed the organizational vision, mission, and goals to focus resources in order to scale the organization, leveraging OEM and Partner infrastructure, while also servicing direct hyper-scale customers. • Pitched the Services and Support business plan for software, hardware, and appliances across all business units to CEO staff gaining acceptance, funding, and resources to move forward. • Re-structured the organization, inserted key industry expert resources and promoted from within, stabilizing the team and building a solid foundation for scalability. • Established and launched capability for Mission Critical Support for our most demanding customers. From April 2014 to October 2014 (7 months) VP, Strategy, Partners, and Operations Office - Customer Success Services @ GM role. Oversee Support Strategy, Channel Partner Service and Support, and overall Operations of the Global CSS organization. In addition - Chief of Staff - 2400+ employees, $1.3B revenue; Strategy Office - Discover, define, deliver and drive new ideas in support of CSS people, process, and technologies to increase successful customer outcomes; Customer Evangelist - Incubate ideas, develop solutions, and form teams to solve complex problems from a customer point of view. Successfully oversaw and deployed 8 highly functional teams to drive transformational initiatives across the organization. • Engage with industry benchmarking organizations, analysts, customers, and partners, to discover best practices, define operational excellence, and deliver strategies that lead the industry. • Leadership role with industry analysts (Gartner, IDC, TSIA, etc.) to gain exposure and highlight accomplishments, resulting in achieving the highest rating in the magic quadrant. NetApp has led the industry to move from Proactive, to Predictive, to a Preemptive support model. • Developed a comprehensive service partner ecosystem enabling a customer experience on par or better than NetApp in deep collaboration and alignment with the sales team, resulting in increased margins. • Provide insight, opportunity evaluation, M&A diligence, and leverage possibilities in order to scale the organization, while ensuring the best possible customer outcomes. • Conceptualized, developed and operationalized Accelerate Customer Success campaign to align all functions to a “customer in” perspective, helping achieve a 3-point increase in customer loyalty. • Drove corporate wide change to customer listening by aligning metrics, goals, and listening frameworks, resulting in closed loop feedback, functional improvements, and ultimately increased loyalty. From January 2013 to January 2014 (1 year 1 month) VP, Support Strategy and Enablement - Global Product Services @ GM role. Overall responsibility for the strategic direction and enablement functions for Global Support. Oversaw Services and Solutions Development, Customer Support Enablement Technologies, and Business Enablement organizations. In addition - Chief of Staff - 1500+ employees, $1B revenue; Customer Advocate. • Implemented NetApp’s first Customer Advisory Board, as well as the first Partner Advisory Board, to gain insight and guidance on customer/industry expectations helping form Support’s go-to market strategy, resulting in expanding our VAS offerings and the flagship Signature Support. • Led a large cross-functional transformational project to create a differentiated support experience, resulting in improvements in CSat/Loyalty, operational metrics, increased margins and sales. • Drove improvements in customer success by transforming the Support site, Support offerings, our CRM and Knowledge Base thereby increasing online resolution from the mid 30% to >50%. • Engaged Sales, Marketing, and Channels to align Strategic Framework, goals and initiatives, resulting in movement to focus more on solution selling based on customer needs. From December 2011 to January 2013 (1 year 2 months) President and CEO @ Founded a Service Transformation firm focused on turning Strategy into Success. Provided high level strategic consulting and operational expertise, as well as tactical execution, to service, support, and operations executives to achieve world-class results. Brought experience, expertise and passion to drive change, with emphasis in five key areas: Globalization, Operational Excellence, Business Process Optimization, Ease of Doing Business and Turnaround Strategies. • Engaged with 13 customers with 2 continuous over 18 months, delivering value to clients in terms of operational improvements, market share, and bottom line dollars. • www.steveblazassociates.com contains detailed information, service portfolio, and client successes. High Level Accomplishments: Strategic Vision Development - Developed the Strategic Vision five-year plan, with a laser focused vision statement, a set of key Strategic Initiatives, and an Implementation Roadmap with defined actionable activities that completely aligned business priorities. Business Model Expansion -Evaluated operations and developed a new company operational model that expanded capabilities and offerings to the clients customer base resulting in increased sales and deal size. VAS (Value Added Services) Development -Initiated new and expanded set of VAS offerings that enabled the clients Partners/Customers to better utilize the products and services offered, thereby increasing the adoption of products, increased sales volume per account to record levels, and ultimately customer loyalty. Supply Chain Optimization - Evaluation of the entire Supply Chain from cradle to grave. Developed the roadmap to facilitate cost savings, efficiency gains, time savings, partner enablement, human capitol savings and ultimately competitive differentiation through better utilization of systems and tools. From 2009 to December 2011 (2 years) VP, Global Service Operations - Customer Services @ Global responsibility supporting $800M+ in service revenue servicing all product lines in all markets, to both direct customers and channel partners. Oversaw Global Support teams, Global Service Delivery, Business IT Solutions, Service Readiness, Business Operations & Licensing Strategy. Highly leveraged (90+%) partnering model. Managed P/L, with budget of $90M and >100 direct employees, 1000+ indirect. • Key driver to develop the strategic vision for Customer Service business unit resulting in defined three-year strategic plan to provide Juniper with scalable infrastructure, enhanced partner relationships, and leadership/employee development. Reduced OpEx by 40% and increased revenues by a factor of three. • Turned around the organization for greatest utilization of resources and implemented best practices to increase efficiencies, resulting in dramatically improved Key Performance Indicators – SLA’s improved 27%; Customer Satisfaction increased 10%; Customer Dissatisfaction decreased 40%; E:R less than 10%. • Conceptualized and launched initiatives to completely re-architect the CRM and ERP solutions, business and customer support systems/tools to enhance the customer/partner experience. • Developed VAS offerings and built the supporting infrastructure to enable a customer for life experience. • Led Ease of Doing Business transformational initiatives across all major business functions in support of Channel Partners resulting in #1 rating by VAR Business magazine for 2 years in a row. • Implemented leadership development/mentoring programs to deepen bench strength/define career paths. From December 2005 to 2009 (4 years) Director, Strategic Alliances @ Developed key strategies to restructure the relationship between Cisco and IBM (Cisco’s #1 Partner/Customer). Key initiative management and overall governance. Supported CEO, John Chambers in relationship with IBM. • Defined strategies to restructure the IBM/Cisco relationship through expiration of foundational agreements, resulting in continued growth (>$1.4B/year) and stronger integration. • Implemented strategic and business planning discipline. Re-engineered business processes, providing business intelligence and key indicator dashboards. Drove operational excellence. From 2004 to 2005 (1 year) Interim VP, Global Product Services - Customer Advocacy @ World Wide responsibility supporting $2.7B in service revenue. SMARTNet, SMARTNet Onsite, and Total Implementation Services (TIS)) for Enterprise, Service Provider and SMB Customers. Highly leveraged (86+%) outsourcing/partnering model. Managed P/L, with budget of $389M and > 400 direct employees, 14,000 indirect. • Drove operational excellence to achieve best performance to date in key areas: Reduced net overall expenses by 12%, while increasing Customer Satisfaction and Loyalty to record levels. • Re-aligned resources, drove business process optimization initiatives to increase efficiencies, resulting in improved productivity by 10%. • Relationship Management of Top Tier customers and partners, collaborating with Sales, Marketing and BU’s to drive solution selling vs just product, resulting in increased sales of 8% in a down market. • Provided leadership, direction and outstanding performance results in a dual role for 12 months. From 2002 to 2003 (1 year) Director, GPS North America - Customer Advocacy @ Overall responsibility for GPS NA supporting $1.8B in service revenue. Managed P/L, budget of $234M and > 275 employees. Recipient of several outstanding achievement awards from both industry and internal origins. • Generated VAS (solution selling, cross sell/up-sell/new revenue opportunities) and retained current customers during the dot com bust by partnering extensively with all BU’s, Channels and Sales, resulting in net increased sales of 10%. • Achieved the highest Customer Satisfaction/Loyalty ratings for FY01, FY02 and FY03, by fostering relationships with strategic (Fortune 500) customers and key strategic partners (IBM, HP, Unisys, NCR, Thrupoint, FedEx, UPS, Flash Global Logistics, Flextronics, Solectron, Teleplan, 50+ in total). • Restructured operations during dot com bust by transforming “Context” transactional organizations into “Core” Program Management teams. Drove operations to 80+% outsourced through outsourcing/out-tasking/off-shoring all non-core operations. Reduced OpEx by >30%. • Optimized supply chain thru business process re-engineering, reducing in–transit time by 60%. From 2000 to 2003 (3 years) Director, Global Onsite Services - Customer Advocacy @ World Wide responsibility for SMARTNet Onsite Services and TIS, ultimately supporting $800M of service revenue. Managed P&L, with budget of $250M and >250 employees. Built teams in U.S., Australia, China, Japan, Latin America, and EMEA. Responsible for delivery of Premium and Professional Services, to all customers and partners, across all business units/product lines. Received numerous industry and company awards. • Conceptualized SMARTNet Onsite business model. Developed and implemented the vision on a global scale. Grew premium service revenue from $4M-$800M/year. Expanded service delivery capability at >100% growth rates per year. Ramped WW team from start-up to >250. • Business development and implementation of domestic, international and multi-vendor global service solutions with outsource partners - (over 30 partnerships). • Pioneered partner management vs vendor relationship, resulting in lasting mutually beneficial relationships, increasing customer satisfaction by 10+%. • Developed industry leading service and patented training programs – SMARTNet On-site, VISE, SMARTSpares, TIS, eService Training, Field Certification, eLab. From 1993 to 2000 (7 years) Founder @ Invented, designed, manufactured and distributed marine products to domestic and international markets. Developed business plan, marketing, outsource manufacturing, and distribution. Successfully introduced 14 new products. Negotiated sale of company to OEM buyer. From 1991 to 1993 (2 years) Regional Manager @ Responsible for installations, technical support, and product support for the Western District of the US. Developed and negotiated service contracts for new and existing business. Full P/L responsibility. Consistently exceeded margin targets. From 1983 to 1991 (8 years) Steve Blaz is skilled in: Strategy, Leadership, Professional Services, Business Strategy, SaaS, Strategic Planning, Supply Chain, Logistics, Integration, Customer Service, Team Building, Operational Excellence, New Business Development, Product Development, Change Management
Extraversion (E), Sensing (S), Feeling (F), Judging (J)
3 year(s), 1 month(s)
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