Steve Sandison

Director, Customer Success - Finance & Insurance Vertical

Dun & Bradstreets

Sep 2018 - Current (7 years 11 months)

Support $45 million in client revenue within the Financial Services vertical. Responsible for supporting, retaining and growing the relationship with D&B’s largest clients. Partner with sales, client executives, vendor management and end users to ensure our solutions, data and insights support client use cases and deliver value against their KPIs. • Achieved 98.9% retention rate since joining D&B. • Drive client Business Reviews to maximize client engagement and product adoption. • Proactively measure adoption, usage and product ROI to ensure clients get full value from our solutions and data. • Engage Product Managers to ensure client voice in product roadmap. • Forecast client retention and track NPS via client satisfaction sur

Director, Customer Success - Strategic Accounts, SaaS Services

Micro Focus formerly HP Hewlett Packard Enterprise

May 2016 - Aug 2018 (2 years 4 months)

As the Services Director, I led a team of customer success managers, responsible for delivery of cloud-based software solutions and projects for a demanding set of the world’s largest Financial Services and Insurance industry clients including: Northwestern Mutual, Toronto Dominion Bank, BNPP Paribas, Fifth Third Bank and others. My team and I partnered with our clients to assist with eDiscovery, Compliance and Information Governance including information security. • Achieved sustained organic revenue growth of 20% (past two years) • Collaborated with client executives to respond to opportunities, manage SLAs and resolve issues • Highest Customer Satisfaction score in peer group (2016) • Served as trusted business advisor and escalation

Customer Success

Hewlett Packard Enterprise

Jun 2015 - Apr 2016 (11 months)

Serve as the face of the company to my large Financial Services and Insurance clients. Responsible for servicing client accounts for the SaaS Digital Safe Platform, helping train clients on the platform, ensuring client satisfaction and escalating significant issues & opportunities to the Director of Customer Success. Serve as an advocate for my clients, ensuring their questions, issues and enhancement requests are responded to quickly. Responsible for all client touch points including projects and security audits. • Drove changes to the rolling 12 month client revenue forecast to improve accuracy • Rescued relationships for three clients in first 12 months with combined portfolio of $5 million annually • Promoted after 12 months to man

Senior Vice President - Divestitures & Joint Ventures PMO

Bank of America

Nov 2010 - Apr 2015 (4 years 6 months)

• Merchant Services Divestiture (Sale of Merchant Services Technology Platform to First Data) - Delivered on-time re-badge of 800+ employees from Bank of America to First Data - Ensured timely, in-budget transfer of 54 applications and related data to the buyer, First Data - Designed and managed process to complete 450 secure data transfers covering 260 TBs of data - Removed $1.1 million in cost related to data storage and project delivery - Managed and successfully mitigated all data security and access control risks - Manage decommissioning of 75 merchant circuits - Drove collaboration with vendors to simplify, improve and shorten decommission period • Global Securities Solutions Divestiture (Sale of business & tech

Vice President - Program Management Office (PMO)

Bank of America

Dec 2007 - Nov 2010 (3 years)

Managed team responsible for all technology releases within the division. Indirectly supervised team of 20 responsible for project delivery. My team was the primary liaison between the Division's Product and Technology groups, with accountability for management reporting, KPI systems, budgeting and executive status reporting. ● Developed PMO & Release Management functions for 560 person division, achieving the following: - Project's delivered per FTE increased by ~20% - Project on-time ratio increased from 48% to 87% - Application outages reduced by 90% annually - Project rollbacks reduced by 80% annually ● Partnered with Quality Assurance team to ensure code releases thoroughly tested & approved ● Managed project budge

J

Vice President - Release Management

JPMorgan Chase Treasury Services Division

Jan 2005 - Nov 2007 (2 years 11 months)

Managed team responsible for oversight of the Treasury Team's Enterprise Releases comprising $90 million in annual spend. Directly managed large transition projects for the Executive Management team. ● My team led the largest Enterprise Releases in the Treasury division's history (70 projects spanning 12 product areas, requiring 260k hours of effort). ● Achieved continuous improvement in release management: - Each release had fewer production incidents than the previous one - Increased efficiency by removing duplicate and low value deliverables from the delivery process - Reduced risk by developing tools to identify cross-impacts earlier in the release process ● Responsible for executive management status and risk communications ● Focused

U

Project Manager

United Airlines eCommerce Division

Jan 2002 - Dec 2004 (3 years)

Responsible for bringing to market two of United's largest web integration projects: FlyTed.com & Easy Check-in Online. Skilled at running multiple projects, managing outside vendors, developing project budgets, and working closely with stakeholders across multiple departments. ● Led 16 person cross-functional team (Technical, Testing, and Business Analysis) in successful delivery of marketing site and booking engine for United's new low cost airline, Ted. Project had visibility at CXO level and received United's Outstanding Team award for accomplishments. ● Led 12 person EasyCheck-in Online initiative to provide United Customers with web check-in capability. Worked with stakeholders across the airline to hit extremely ambitious deadli

P

Senior Web Strategy Consultant

Proxicom S.R.L.,

Nov 1999 - Nov 2001 (2 years 1 month)

Led cross-functional team in the design and testing of an enterprise portal for ExxonMobil (based on Plumtree portal technology and Documentum); portal integrated 800+ existing web sites and was voted "most comprehensive for corporate communications. " for 2001 by the HolmesReport. ● Facilitated workout sessions to map client processes, identify client requirements and develop framework for creation of Use Cases and Functional Page Specifications. ● Worked with ExxonMobil's senior management team to develop business case justifying a $15 million web portal and performed competitive assessments to benchmark client's web offerings vs. key competitors. ● Developed and taught training courses to share best practices for capturing client requir

D

Team Manager - InfoScan Data Analysis Group

Datos Information Resources

Oct 1995 - Nov 1999 (4 years 2 months)

Managed team of 10 responsible for investigating 600+ data integrity investigations per year for IRI’s $240+ million syndicated CPG tracking service (InfoScan). Mentored and developed staff and performed performance evaluations. ● Responsible for ensuring information data quality for firms largest clients: PepsiCo, RJR, Nabisco and P&G ● Trained IRI's senior sales management on proper usage of InfoScan data. ● Assisted executive management in successful pitch to major film & camera client ● Reduced project duration by ~ 50% via process improvement and standardization

About

Detail

Timeline

Résumé