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About Me

As an innovative and experienced Services and Operations leader, I have a proven history of success in the SaaS and information technology industries. My track record includes building high-performance teams responsible for customer support, service, success, and technology operations, with a focus on meeting operational business objectives. I am excited to showcase my skills and experience to potential employers.

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Bill Burch

Committed to Delivering an Exceptional Customer Experience

720-468-1288

Email:

Address:

10246 Woodrose Ct, Littleton, CO 80129

Phone:

EXPERIENCE

EXPERIENCE

4/2021-1/2023

Stoplight, Inc | Austin, TX

VP, Global Customer Experience

In this role, I oversaw all aspects of customer support, service, success, and technology operations.  I led the team to achieve consistent growth in customer satisfaction and retention, while also improving operational efficiency and reducing costs.

5/2018-3/2021

Cherwell Software | Colorado Springs, CO 

VP, Global Customer Support Services

I was promoted to VP and led a global SaaS B2B customer support team of over 70 associates and leaders by ensuring effective management systems and quality controls, as well as provide coaching.  I led the team to achieve significant improvements in operational efficiency and customer satisfaction.

6/2015- 5/2018

Director, Global Customer Support Services

Cherwell Software | Colorado Springs, CO 

During my role as Director, I directed technical projects, including the implementation of a 24/7 support operation to service global customers, developed and implemented customer service policies and procedures.  I was responsible for implementing strategies to support growth, including team growth and development, process improvement, and systems.

3/2007 - 6/2015

Greenwood Village, CO

Director of IT

As the Director of IT, I oversaw the IT team that supported 19 health clubs, managing all technology, daily operations and strategic initiatives, including infrastructure management, business continuity, application development, and cybersecurity.

EDUCATION

EDUCATION

1986 - 1988

Associate's Degree in Occupational Studies

ITT Technical Institute

I earned my Associate's Degree in Electronics Engineering.

CERTIFICATIONS

CERTIFICATIONS

Custom Project Management

2002 - 2003

New Horizons Learning Center

Google Cloud Platform Associate Cloud Engineer

2023

LinkedIn Learning

Tableau

2023

LinkedIn Learning

Power BI Essential

2023

LinkedIn Learning

SKILLS

SKILLS

Leadership

Team Management

Customer Service

Operations Management

Problem Solving

Communication

EXPERTISE

EXPERTISE

SaaS

I have extensive experience in the SaaS industry, and have a deep understanding of the unique challenges and opportunities that come with it.

Information Technology

I have a strong background in information technology, and am able to quickly adapt to new technologies and platforms.

Customer Success

I am passionate about delivering exceptional customer experiences, and have a proven track record of driving customer satisfaction and retention.

Technical Expertise

ITIL, Salesforce, Zendesk, VMWare, Cherwell Software, SaaS Operations, MetaBase, Looker, GSuite, GCP, Kubernetes, AWS, Splunk, Microsoft Office, Project, Access, Oracle, SQL Server, MySQL, Linux, MS Windows Server, SharePoint, Visual Basic, VB Script, JavaScript, PHP, ASP, HTML, XML, TCP/IP, VPN, MPLS

CONTACT
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