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Alan Webb

Director of Customer Success at Fortra
Intro Book
Seasoned customer success expert with 20+ years of experience in program management and strategic consulting.
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Location
Columbia, Missouri, United States, US
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Bio

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Alan Webb is a seasoned executive with over 20 years of experience in customer success, program management, and strategic consulting. He has led the development of customer success programs, data portals, and digital adoption platforms. Webb has held various roles at Fortra, Digital Guardian, Software AG, Progress Software, Mission Consulting, Bass Pro Shops, Great Southern Bank, and Bank of America.

Experience

  • Fortra
    • United States
    • Director of Customer Success
      • Nov 2022 - Feb 2023
      • United States

      Promoted to build from scratch new department to address key strategic goal to improve customer retention and satisfaction with managed and hosted subscription services. Highlights below.• Customer Success Program & Platform - led development of all processes and procedures for the department: hiring and on-boarding CSMs, defining service offerings, creating customer journey playbooks, developing activity tracking procedures, defining KPIs, designing reports and dashboards to monitor and measure activity and results. • PowerBI Data Portal & Dashboards – combines customer data from multiple sources into a single portal • Customer Advisory Board – key communication channel for customers into the organization, • Customer Connect Webinars – quarterly event ensures regular communication to customers • Digital Adoption Platform - led selection and implementation of new tool to provide in-app guidance to improve customer experience

  • Digital Guardian
    • United States
    • Computer and Network Security
    • 200 - 300 Employee
    • Director of Customer Success
      • Nov 2019 - Dec 2022

    • Program Manager
      • Dec 2013 - Nov 2019

      Responsible for our customers’ successful use of Digital Guardian. Managing resources and projects to deliver protection and control over sensitive information assets. Building and maintaining strong customer relationships and ensuring our customers are pleased with our products and services.

  • Software AG
    • Greater New York City Area
    • Program Manager (Contract)
      • Jul 2013 - Dec 2013
      • Greater New York City Area

  • Progress Software
    • United States
    • Software Development
    • 700 & Above Employee
    • Program Manager
      • Jun 2011 - Jul 2013

    • Consulting Manager
      • Jan 2006 - Jul 2011

  • Mission Consulting
    • Springfield, Missouri Area
    • President
      • 1992 - 2006
      • Springfield, Missouri Area

      Independent Technical and Strategic Consultant

  • Bass Pro Shops
    • Springfield, Missouri Area
    • Manager - Financial Analysis
      • 1989 - 1992
      • Springfield, Missouri Area

  • Great Southern Bank
    • Springfield, Missouri Area
    • Assistant Vice-President
      • 1986 - 1989
      • Springfield, Missouri Area

  • Bank of America
    • Greater St. Louis Area
    • Information Systems Project Manager
      • 1984 - 1986
      • Greater St. Louis Area

Education

  • 1991 - 1994
    Drury University
    Master of Business Administration (M.B.A.)
  • 1976 - 1981
    University of Missouri-Columbia
    Bachelor's degree, Management and Merchandising

Suggested Services

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Industry Focus. “Computer Software”

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