TEAM

RYAN S.

A 20-year veteran of the tech industry (Software as a Service), Ryan has deep experience driving operational rigor to deliver exceptional results and value to customers and partners. He's built companies from "zero to one" in the eCommerce space, built and managed SaaS products for Fortune 500 customers at IBM, lived through multiple mergers and acquisitions, and has been responsible for a 250 person post-sales Customer Success team responsible for ~$2B of revenue whose sole focus is (1) ensuring customers recognize value from the product, (2) renew/buy again, and (3) grow.

Ryan lives in St. Petersburg, FL with his wife (Jackie) and three young children. He enjoys anything outdoors, with a keen passion for fly fishing. He earned his B.S. Systems Engineering from the University of Virginia and his dual Masters degrees (M.S. Industrial Engineering & M.S. Business Management) from the University of Florida.

MIKE K.

A seasoned commercial leader of the digital and capital medical technology industry, Mike is a results driven sales director who has managed large business segments directly responsible for P&L’s exceeding $50m in revenue. Mike is experienced in leading cross functional teams, driving growth in competitive markets selling disruptive technology, and building strong client relationships. Also a CPA, Mike leverages his deep financial background helping his customers understand return on investment in business and other beneficial financial metrics that help justify them purchasing various technologies.

A native Floridian, Mike was born in St. Petersburg FL where he currently resides with his wife (Tera) and two young children. In his spare time he enjoys spending time with his family, traveling, alpine skiing, and road biking. He earned his B.S. Business Administration (Accounting) from the University of Central Florida (UCF) and is a Certified Public Accountant (Florida inactive license AC 35517).

EXPERTISE & SKILLSET

"Zero to One" Experience

Built large format digital printing eCommerce company Create My Scene from scratch, including development of propriety eCommerce storefront (pre-Shopify). Exited company via sale to one of our network installation partners after 18 months.
Built a Scaled Customer Success Function at Okta, focusing on deploying a team of pooled Customer Success Managers to reach out to, engaged and move forward customers who were identified via data telemetry as "high risk" for not renewing. Hired Director to run program, onboarded team of FTEs and 3rd party to executed, and generated a 50% ROI within 6 months of launch.

Operations

Responsible for defining and driving standard operating procedures for Customer Success motion at Okta, inclusive of outbound communications templates, capturing notes and standardized outcome recommendations.
Defined order fulfillment and tracking process in partnership with 3rd party printing partners at Create My Scene.
Created Program Management Office to drive customer journey and engagement best practices.

Large Customer & Contract Management

Responsible for large, Fortune 500 contracts (up to $15m cARR).
Engaged and held relationships with C-level executives, ranging from IT, security, finance and procurement.
Ultimately responsible for renewal of $2B existing customer portfolio and expansion within it (averaged ~110% annual growth rate).

P&L Responsibility

Responsibility of P&L of roughly $300m top line revenue and $60m expenses (people, travel & expenses).
Final say on areas of investment and/or savings to hit target margin and profitability for line of business.

People Management

10 years of experience leading teams, spanning from 1st line leadership of individual contributors to multi-line of leadership of teams up to 250 people.
"Leader of leaders" (up to 4th line) responsible for identifying, building and nurturing emerging leaders.
Ran an annual internship program aimed at recruiting early career top talent.
Developed standardized career ladder and Excellence Profile to demonstrate and show what "good looks like".

M&A

Employee of Demandtec as it was acquired by, and integrated into IBM. (Employee POV Experience)
Navigated acquisition of Auth0 into the Okta portfolio, helping integrate new team members, define roles and responsibilities, and evolve business into join motion. (Acquirer/Integration POV Experience)
I'm also married to a Harvard educated M&A attorney, so I've picked up some learnings in her dealings.

Real Estate

Active real estate investor within personal portfolio, with solid understanding of fundamentals, investment structures, and investment return profiles.
Portfolio has exposure to multi-family, mobile home park and some commercial real estate.

Communications & Strategic Direction

Focus on framework based approach to communications centering around being sympathetic, accurate, transparent and robust.
- Why is the change happening? How will it impact the stakeholders? How we're going to address key concerns? What do I need to know moving forward?
Mandel certified around strategic communication (SCIPAB Framework).
Responsibility setting strategic direction of Customer Success organization impacting ~400 people.
Core team for developing communications to customers and broader organization during impactful events.

GTM / Sales

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