Tag Archives: customer success

Openforce welcomes new heads of Finance, Operations, Marketing and Client Success

Phillip Boice
Chief Financial Officer

As Chief Financial Officer, Phillip Boice leads Openforce’s finance organization, and is responsible for all company finance, accounting and human resource functions. With 20 years of technology, health care, and high volume financial transaction experience—Phillip helps technical organizations optimize for growth and innovation. Most recently, he was VP of Finance at Embark Behavioral Health, a leading network of clinical and therapeutic programs, all dedicated to healing the effects of early trauma, where he helped develop and manage all financial planning, analysis, accounting and reporting functions for the company. Prior to Embark, he was Director of Finance at FATHOM, the largest utility-to-utility, cloud-based Software as a Service (SaaS) platform for the water industry. Phillip is a Certified Public Accountant (CPA) and holds an MBA from Arizona State University.

 

Wendy Greenland
Chief Operating Officer

As Chief Operating Officer, Wendy Greenland leads Openforce’s Customer Success, Client Services, Enterprise Technical Services, Professional Service, and IC Support teams, and is responsible for all company operations. Wendy brings more than 25 years experience with her to Openforce. Her experience and leadership have been focused on developing and delivering technology-driven business services and solutions, providing outstanding client service, and driving profitable revenue growth. Within the Openforce operations teams, she drives the mission of the organization and creates a standard of quality in order to provide best-in-class service to our contractors and clients. That includes, client onboarding, IC onboarding, settlements, and ongoing client and IC support.

Prior to Openforce, Greenland spent 25 years in technology companies and most recently was the COO at InfinityHR. At InfinityHR, she was responsible for developing and delivering technology-driven client service operations and partner strategies and enablement services. She led InfinityHR’s efforts to deliver exceptional HRIS operational services to thousands of clients. Delivered in a cloud-based benefits and payroll platform, InfinityHR connected with hundreds of benefits insurance carriers through electronic data interchange (EDI) and had integration points for payroll and hire to retire employee human capital management.

Greenland holds an MBA from GCU and is a certified master trainer with the Miller Heiman Group. She works closely with the ASU Fulton College of Engineering staff as a speaker and mentor of engineering students and young women in STEM. She also sits on the Board of Directors for the Alliance of Technology and Women (ATW) and is on the GCU Technology Advisory Council.

 

Ken Schneider
Director of Marketing

Ken brings over 13 years of marketing experience to Openforce. Prior to joining Openforce, Ken led marketing teams at two Fortune 500 brands: U-Haul and Insight Enterprises. He also led marketing for niche marketing leaders in several industries such as legal services and financial services. Most of his career has been in the disciplines of traditional, digital, social media and content marketing. Developing marketing programs and executing those programs have been a large part of the success the brands and their sales teams have experienced. Ken commits a large part of his time outside of work to his two children and also volunteers his time for the Alzheimer’s Association Blondes vs. Brunettes charity flag football game every year.

 

Openforce has added two new roles dedicated to premier client success. Our new Key Account Managers will work on building forward-thinking strategic partnerships with Openforce clients to ensure that they have the tools, information, and support they need to exceed their goals.

 

Chris Laverdure
Key Account Manager

Chris recently joined Openforce from ADP where he worked with clients in the workforce management and payment space to help them achieve the goals needed for revenue success. Over the last 12 years, Chris has worked with clients in various verticals including transportation, manufacturing, legal, and medical devices. A fun fact about Chris is that before he launched his sales career he was the youngest mechanic in the United States working for Ferrari/Maserati.

 

Paula Hulburt
Key Account Manager

Paula joins Openforce with over 15 years of Enterprise Sales, Account Management and leadership experience.  Prior experience includes Director of Business Development for an international software company with headquarters in London specializing in workplace management software and five years with Paychex as an Enterprise Account Executive and Divisional Manager.  Outside of work Paula enjoys spending time with family, two children and 6 grandchildren in California and traveling.

 

Get in touch to learn how Openforce can help reduce your risks and get a complementary compliance assessment.

 

Focused on Your Success

Clients are the lifeblood of our company. From our executive team, to our staff of 20 in customer support and professional services, every department takes personal responsibility to help our clients achieve their goals. As part of our commitment to ensure a quality experience for all customers, we’ve created a Client Success Advisor (CSA) role.

What will the CSA do? Simply stated, they are here to help clients get maximum value for their investment in our services and products. Whether you are a new customer or one who has been here for a decade or more, we want to ensure that we stay current with your business needs.

So let us introduce Brooke Reed, recently promoted from our front-line support team to the CSA Role. She’s a two-time Employee of the Quarter, three-time Employee of the Month and awarded Lead Customer Support Rep since joining the company. In her front-line support role, she’s been supporting product, business operations and other IC-related needs.

Now, as our CSA, Brooke will serve as the central point of communication and problem solving. As part of her arsenal, Brooke is equipped with other tools used across our organization such as Freshdesk, a single-ticketing platform providing the best solution to manage our customer queries in the most efficient way possible, and Client Heartbeat, a powerful survey tool built for measuring customer satisfaction. We’ve made these investments to streamline support, to gauge satisfaction, and to improve communications for all. In practice, she’s prepared to take ownership of your needs and works with all relevant Openforce experts in support, professional services and product to get you the answers you need. Further, every Openforce client will received a needs-based analysis to receive ongoing education on the value, features, and benefits of Openforce solutions. We want to ensure that we know what you need and how your business is progressing.
 

MEET BROOKE REED

Brooke initially started her career at Openforce as part of the Customer Service Rep team and rose to team lead. She quickly became a power user of Openforce’s platforms and has deep product knowledge from both the Client Admin and IC perspective. This expertise combined with her exceptional level of customer service led to the evolution of the Client Success Advisor role.

“Client Success isn’t a buzzword at Openforce ‒ it’s an entire shift in business that helps create constructive and rewarding relationships with our clients, and allows us to take a hard look at what we’re doing for them. Every interaction brings a new opportunity to learn and improve. And our biggest advantage is that we’re able to provide clients with the support they need to succeed at any point in their business.”

-Brooke Reed, Client Success Advisor

Services you can expect from the Client Success Advisor:

  • Post-implementation assistance to transition from deployment to production
  • Identify, research, communicate and ensure resolution for client requests
  • Phone, email and online support with upgrade assistance, all managed by our Freshdesk trouble-ticketing system
  • Managing client requests to change or add to their current Openforce solution
  • Share resources including enrollment webinars, product briefs, new releases and best practices
  • Regular check-ins to measure effective system performance and product usage
     

Your investment in Openforce solutions is about more than our exceptional technology. You’ve entrusted us to help you achieve winning outcomes so you can deliver a better service to your customers.