Charles Folsom
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Head of Customer Success
Atlanta, Georgia, United States
Résumé
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Head of Customer SuccessNashJul 2022 - Current (4 years 3 months)At Nash our mission is to enable every business to offer reliable, cost effective, local delivery. We exist to democratize local delivery for businesses across every industry and size. We use the power of technology to build user-friendly infrastructure and smart interfaces that empowers every merchant to meet and exceed the rapidly growing expectations of today, and tomorrow’s, consumer.- Vice President, Customer SuccessKnockMay 2021 - Mar 2022 (11 months)
- Director of Customer SuccessKnockJun 2018 - May 2021 (3 years)Knock is on a mission to revolutionize how people buy and sell homes. With the Knock Home Swap™, homeowners get the certainty of buying the new home they want first and the convenience of selling the old one afterward. Knock's top-tier investors include RRE, Foundry Group, Corazon Capital, Correlation Ventures, Great Oaks Capitla, Redpoint, Greycroft, and FJ Labs.
To quote Amy Feldman at Forbes:
"The deal that Knock offers homeowners is this: If you want to sell your home and buy a new one, it will set up a trade for you so that you can move into the new house before the old one goes up for sale. " - Director of Customer ExperienceAware SoftwareAug 2016 - May 2018 (1 year 10 months)Responsible for all post-sales customer interactions, including customer on-boarding, retention, and growth. Provided business direction and leadership oversight to 10+ employees across multiple roles in a fast-paced environment.
• Realigned CSM priorities and talk tracks, decreasing net churn from 13% to -3%
• Developed hiring and on-boarding practices that generated the top 60% of team performers
• Improved CSAT by reorganizing support team, reducing call hold times from 7+ min to 4 sec
• Implemented new processes that improved implementation margin by 528% YoY
• Responsible for largest roll-out in company history, contributing $6M in revenue
• Provided executive oversight for the deployment of the network at - MDirector of Professional ServicesMoblileMindApr 2015 - Aug 2016 (1 year 5 months)As the first employee at MobileMInd I was responsible for building the post-sales infrastructure to complete our mission to enable educators to bring technology into the classroom. I designed and implemented the entire post-sales strategy to help our customers bring iPads and Chromebooks into the classroom through the use of AirWatch and Google Apps for Education. The strategy included mapping the customer journey, creating all customer engagement processes, hiring the entire team, and ensuring CSAT, NPR, and net churn numbers were exceeding the company goals.
• Designed managed services revenue model based on initial customer feedback, personally sold first 4 customers, and trained the sales team on how to effectively message this new - CSenior Information Technology Project ManagerCloud SherpasNov 2011 - Apr 2015 (3 years 6 months)At Cloud Sherpas we helped customers take what was, for most of them, their first step towards the Public Cloud. I was responsible for converting customers who were using legacy mail platforms (Exchange, Lotus Notes, etc.) out to the Google Apps for Business platform. With each project lasting between 3 and 6 months, encompassing a project team of 10-15 people, and impacting every employee in an organization, each project was an opportunity to transform the way a company did business.
• Averaged NPS score of 54 over 3+ years of migration projects
• Managed 10 technical and change management experts
• Completed largest project in company history, by revenue, with an NPS score of 10
• Earned public logo use and/or case st - Solutions EngineerAirWatchApr 2007 - Nov 2011 (4 years 8 months)As the 5th full-time employee at AirWatch (Wandering WiFi at the time) I wore more hats than I can count. Initially hired to assist on a project to roll-out guest WiFi to a national grocery chain, I quickly moved into the role of Solutions Engineer and was tasked with figuring out how to implement the desires of our customers. This was a perfect opportunity as a fresh graduate because it gave me the perspective that anything can be done if you are open to thinking outside the box and developing unique solutions for your customers.
• Managed nationwide rollout of 1,800 grocery stores over 12 months
• Created new broadband procurement department as a value-add service at customer’s request
• Generated $1.2M in revenue from firs - CCo-op Web DeveloperConstructwareMay 2003 - Aug 2003 (4 months)Designed and developed new web solutions to add product functionality
Worked with company executives and customers to design more functional website operations
Managed documentation process for user licenses via web portal
Reviewed all existing website pages and fixed coding errors
ASP pages with VB Backend XML - driving all page layouts SQL backend to inventory pick list for building a home
Education
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- BS, ManagementGeorgia Tech Scheller College of BusinessJan 2002 - Jan 2006 (4 years 1 month)