COMPANY UPDATE: Exceedra launches Global Customer Success Program
The Global Customer Success team will ensure our customers are the central focus to all areas of Exceedra, from Product Development through to Service...
Exceedra has embarked on an exciting journey with the creation of a new business unit – Global Customer Success (GCS). The GCS team will ensure our customers are the central focus to all areas of Exceedra, from Product Development through to Services and Support. The GCS team has a mission to increase sustainable, proven value to our customers, reflecting Customer Success industry best practices demonstrated by tech giants such as Google and Microsoft.
Exceedra has evolved rapidly since merging with AFS Technologies in March 2019, with the combined organization offering a rich distribution of products and services globally. As with any fast expansion, this scale of growth can present both challenges and opportunities. The creation of this new business unit is our opportunity to re-align our organization around our customers’ needs, forming a strong line of communication to help improve the quality of our products, and ensure full utilization and best practices are maintained. Global Customer Success spans across our key business units in all major regions, supporting around 800 customers in total. Our team comes with a broad range of experience and backgrounds, covering different industry verticals, solution footprints, delivery, sales and support, which we believe will help customers along every step of their journey with Exceedra.
Our team are taking the time to evaluate general approaches to Customer Success across other industries to bring together the most holistic and relevant approach we feel will bring value to our client base. We understand and believe that however we engage with our customers, the intent is to ensure each touch point delivers something back for the time invested. To coin a phrase, as a customer with Exceedra – your success will be our success. GCS aims to be Trusted Advisors to our customer base, facilitating action and initiatives that will deliver value to our partnership and encourage collaboration across all stakeholders.
About Exceedra: Exceedra is a leading global pure play consumer goods solution provider that strives to continually create business value for our clients. We equip consumer goods companies with smarter sales and distribution capabilities that improve agility, increase efficiency, and enable better decisions in order to increase profitability. We provide assurance that our clients are partnering with a trusted industry expert that understands their business and is committed to continuously driving value for their company.
MEET OUR GLOBAL CUSTOMER SUCCESS TEAM
Sharon Fay
SVP, Global operations,
North America
• 20+ years' experience in Supply Chain, DSD, and CPG • 8 years with Exceedra, previously worked at MEI Technologies, Coreworx and HighJump
Michael Creasey General Manager, APAC
• Been with AFS/Exceedra five years; was the EMEA & APAC director at Exceedra • Previously was head of Revenue Management for Weetabix
Phil Sweeney
VP, Strategic Accounts,
United States
• 30+ yrs. experience in the CPG industry • Previously worked at r4 Technologies AI/ML, and Accenture leading sales and implementing business transformation software solutions
Richard Burton
Director, GCS, Australia
• 20+ years of experience in IT Operations, Support & Sales to Food & Beverage / CPG customers, 3 years with Exceedra • Evolved career through Oracle SCM & TPM Ecosystem
Luke Pocock
Snr Customer Success Manager, apac
• 12+ years Operations & Support Experience across FMCG Customers in APAC • With AFS/Exceedra 2 years
Raul Suarez
Director, GCS
• 30+ years of experience in IT management and commercial systems in FMCG industry • Experienced in deploying TPM, OMS, RE / DSD, WMS solutions
Valter Gubeladze
Customer Success Manager
• 2+ years of experience in Customer-facing roles in bespoke software development companies. •Experienced in managing customer relationship from pre-sale to product launch.
Laura Smith
VP, Customer Development, North America
• 20+ years in CPG leadership experience across Sales, Marketing, Agency, and enterprise technology solutions • 8 years at Exceedra, previously worked at MEI Technologies, Advantage Sales & Marketing and Coca-Cola
Tomasz Kozlowski
Commercial Director, EMEA/APAC
• 15 years’ experience in IT providing software solution to the Consumer Goods industry. • 5 yrs. At Exceedra Leading the EMEA region and Strategic Account Lead for multiple Global companies
Greg Roberts
Enterprise Account Director, North America
• 30+ years’ experience in Supply Chain, Direct Store Delivery, Retail Execution and other CPG solutions • Strong focus based on deploying Global enterprise mobility solutions to increase value to the client
Here is what some of our customers had to say:
“Our main contact is Terry Segal who has been exceptional both before the Covid-19 situation, during, and now. Terry’s continued speed and care with our requests has remained top-notch throughout my time working with him and our team has had nothing but great experiences and feedback.”-Lawrence T. Le
“The Support team have continued to provide our Sanofi team with exceptional support. I cannot say enough good things about all of them! They have been patient, professional, extremely helpful, and always willing to go above and beyond to assist.”-Femina Francis, Sales Analytics Manager
“I did not notice any disruption to your service during last 3 months. Excellent service by Terry & the team.” - Nalin Seneviratine, Manager Trade Spend
“The Exceedra Customer Support team is hands down, the best vendor support I’ve encountered. The support team doesn’t skip a beat and provides responses timely, follows through to ensure questions and tasks are completed to satisfaction, and frequently goes above and beyond outside normal business hours to reply to emails.The Exceedra support team is very much a critical partner and we very much appreciate the partnership!”-Jill Watson, Director Financial Systems
“I have seen no disruption in communication with AFS since the pandemic started. Keep up the good work.” - Tim Pantzlaff , Director of Sales Services
“Yes I have still received the same excellent support during COVID as we did B.C. (Before Covid) “ - Cordero Guyton, Sales Finance Manager
“No change in support during the past couple of months. All tickets or emails have been answered in a timely manner. Thank you for the support!!” - Stephanie Dominguez, Sr. Trade Financial Analyst
“Exceedra has been a trusted business partner of C.H. Guenther & Son for over 5 years. During these unprecedented times it is comforting to know their support and customer focus remains strong!” - George Muller
“Your Exceedra support did not miss a beat during this period, we are still getting excellent support from your team.” - Joe Rotolo, Regional IT Director
“The Support has been excellent , just like it has always been in the past” - Ray McGee, Trade Funds Operations Manager
“Your support staff has been consistently providing the same quality support as before” - Joe Falat, Sales and Category Analyst
“Sunsweet has continued to receive prompt assistance with no delays or issues during this period. And we are very appreciative for the assist!” - Jan Wright
“My Exceedra support continues to be of the highest quality. Varada Joshi is a wonderful business partner whom I enjoy working with very much.” - Mickey Kennedy
“VJ and the rest of the AFS team do a terrific job handling all our concerns, regardless of what is going on in the marketplace. We appreciate the support.” - Kyle Fabing
“Always responsive. I have seen no issues in these difficult times with your support.” - Brent Bowden
“These are definitely some interesting times and staying safe is our # of priority. You and your team are doing a great job in handling the issues as they arise. Your service level has not declined a bit. Take care and stay safe.” - Deb Johnson
“All service has been very good as always. Frankly I have not noticed any disruptions whatsoever.” - Jim Harth
“The service that you and your team has provided over the last couple of months has been great. Exceedra is a great partner to work with, I greatly appreciate the quick turnaround to complete my requests.” - Darcy Petersen
“Service remains consistent with previous customer support prior to COVID. We have absolutely no issues to speak of.” - Laura Anzalone
"I haven’t needed any assistance in the past few months but my lead has and she gives Exceedra support a 5 out of 5 stars!" - Leisa Eden, Deductions Supervisor
"We've been very satisfied with the level of support we've received so far with you and your team.” - Eric Hill – Bus. Manager
"We have not had any issues with our level of support over the last couple of months.“ - Jamie McBurney, Sr. Financial Analyst.
“In an environment where our organization’s top priorities are to ensure employee and family safety, then service our retailer partners, we enjoy a level of comfort knowing the Exceedra Client Support team is steadfast and focused on us. Thank you to Joann Newman and her entire team for their dedication!” - Paul Jaeckel, VP Rev Growth Mgt
“Support has been very timely – no problem here. Also, Brenda Eddins has been a good addition.” - James Saunders, Mgr IT Solutions
“I have noticed no change in support. All our requests are handled promptly.” - Keith Zimmerman
“Support has remained as great as always – major thanks to you and the team for all of your help! Huge thanks to Terry especially for his prompt responses and support.” - Anastasia Klyushin, Key Account Manager
“AFS continues to be on the cutting edge of technology, and their flexible development of the application allows us to remain on the latest revisions of the application with little to no interruption in the office. The AFS Customer Support team has been an integral in the implementation and maintenance of our day-to-day activities. They have consistently followed through with any issue or request we have submitted. They have been receptive to our request and have made us feel like we have an active role in future development.” - Brian Nickila, Owner
“AFS has helped us implement the Android based DSD solution which has been a success on many fronts, including driver acceptance, seamless database transition from old to new, virtually no Android system interface issues, along with being on-time and on budget. AFS has provided excellent support start to finish. Not to mention a very well-designed, fast, and easy-to-use Android solution.”- Bill Livingston, VP, CIO
You can keep up to date with what Exceedra & AFS Technologies are working on by following us on LinkedIn.
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