Ron Fermon

• Increased company revenue 3x by improving customer satisfaction.
• Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.
• Implemented and executed customer journey programs to achieve business value, goals, and revenue expansion from Onboarding through upselling and cross-sales to renewals
• Establish & manage the company’s Global Customer Success group – Product support management, Sales operation, Production center, Alpha testing center, Field support & Call center and escalation workflow
• Develop & manage Global business P&L, KPI’s, define and implement warranty & support programs
• Manage the system's Alpha & Beta phases, installation and training, knowledge development, escalation process, and advanced support tools
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

• Streamlined application deployment processes for faster implementation of new solutions
• Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
• Promoted culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
• Increased overall productivity 2x by identifying bottlenecks in production process and proposing effective solutions.
• Took ownership of customer issues and followed problems through to resolution.

• Demonstrated strong problem-solving skills by effectively troubleshooting complex issues during app development stages.
• Developed and implemented comprehensive training program to increase customers experience in a short time.
• Managing alpha & beta phase while improving the product quality and delivery
• Conducted regular risk assessments to proactively identify potential issues, allowing for timely resolutions before impacting timelines.
• Deep understanding of metal and ceramic materials.

• Delivered comprehensive training sessions on new technologies, increasing team knowledge and capabilities.
• Visited clients to determine feasibility, analyze requirements and provide solution suggestions.
• Evaluated emerging technologies for potential integration into existing systems, adding value through increased functionality or process enhancements.
• Served as a go-to technical expert within the organization on multiple occasions, providing timely guidance and input during critical decision-making moments.
• Hands - on deep understanding of a complex Multidisciplinary system
• Define, perform and conclude Alpha tests.
• Writing reports and procedures
• Customers support 24/7 (Application issues, HW/SW upgrades).
• Partner cross-functionally with Engineering, Sales, Marketing and other product teams to understand their objectives & opportunities for alignment.
• Ensure on-time delivery of customer applications and manage customer satisfaction.

• Develop and improve existing processes.