When you choose Satmetrix, you choose a team obsessed with delivering the results you expect for your customer success programs. From our industry-leading cloud-based Customer Experience Management software to our Net Promoter consulting expertise,your program success is our number one priority.
What kind of results? Here’s a sampling:
- tw telecom cut churn to a low of 0.8%, and achieved a 70% improvement in NPS since 2008.
- RagingWire maintains a 98% retention rate.
- Close to 30,000 aggreko customers responded with a 9 or 10 out of 10 on the “How likely are you to recommend” Net Promoter question.
- Safelite increased its revenue by $74M after the first year of measuring NPS.
- Elion grew from 0 to 37% market share and is now just 4% behind the market leader.
- HouseMaster increased its revenue 15% in a single year.
Results not enough? Then choose Satmetrix as your customer success partner because:
- With more than 1,000 deployments in 40+ languages, we have the knowledge and experience to accelerate your program.
- We offer the only self-service, cloud-based CEM software based on Net Promoter methodology and focused solely on Net Promoter success.
- Along with Fred Reichheld and Bain and Company, we created the Net Promoter methodology.
- We developed and offer the only official Net Promoter Certified Associate program; over 5,000 participants have completed our courses worldwide during the past decade.
- We created and manage the official Net Promoter community at www.netpromoter.com.
PRESIDENT AND CHIEF EXECUTIVE OFFICER
Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Previously, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell’s Internet strategy and online business revenues on a worldwide basis—building Dell’s online business to cover 50 percent of the company’s sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-tech manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor’s degree from Nottingham University in England and a Master’s degree from MIT Sloan School of Management.
SENIOR VICE PRESIDENT, PRODUCTS AND SERVICES
In the role of Senior Vice President, Products and Services, Raj has end-to-end responsibility for creating 100% positive references for our products and implementation services. Prior to joining Satmetrix, Raj served as Group Vice President of Product Development at Oracle after it acquired his previous employer, Agile Software Corporation. At Agile, Raj transformed Agile’s product lifecycle management solutions into the recognized market leader. Prior to Agile, Raj was co-founder for Jaspersoft, a leader in open source business intelligence software. Before that he served as President and CEO of Trade Reporting and Data Exchange Inc., a provider of international sourcing and sales leads for small businesses in the United States and Asia. Earlier in his career, Raj held several management positions at Hewlett Packard. Raj received a B.S. from IIT, Varanasi, India; an M.S. from Pennsylvania State University, State College; and an MBA from the University of Michigan, Ann Arbor.
LAURA BROOKS, PHD.
VICE PRESIDENT, INNOVATION AND STRATEGY
Dr. Laura Brooks has extensive experience working with clients in the areas of employee opinion surveys, organizational development, customer satisfaction, management development, team building, quality, job evaluation, and compensation. Prior to joining Satmetrix, she worked as a project director and manager for several consulting firms that specialized in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura has published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers and also participated in the survey-specific portion of the Malcolm Baldrige Award. Laura holds a PhD in Industrial/Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.
CHIEF PRODUCT OFFICER
Brian Curry recently joined Satmetrix in the role of Chief Product Officer, responsible for products and market strategy. Brian has over fifteen years of experience leading design centered product organizations. Prior to joining Satmetrix, Brian most recently served as Chief Product Officer for YouSendit, where he served on the executive team and was responsible for both products and partnerships. Brian has also served as Vice President of Corporate Partnerships at Yahoo!, Vice President of Premium and Subscription Services at AOL and led the Design Center practice for Netscape Professional Services. Prior to joining Netscape, Brian taught design at the University of Illinois at Urbana Champaign.
CHIEF CUSTOMER OFFICER
Deborah has spent her career with a passion for customer success. After 15 years of top sales performance, she has held a number of executive leadership positions in sales, marketing and consulting. As the Chief Customer Officer, Deborah is responsible for working across the organization to continuously innovate the customer experience, and deliver tangible value to Satmetrix clients. Direct responsibilities include account management and advisory services to customers on how to drive a customer centric culture through operational voice of the customer programs. She brings firsthand experience at deploying a global Net Promoter program at KPMG Consulting where she integrated customer feedback into the strategic account management process. Working with customers across all industries, she brings a breath of experience to help organizations accelerate their program results.
She is a frequent speaker and blogger on the topics of Net Promoter, Customer Experience and Social Media. Previously, she was Executive Vice President of Sales & Marketing for Biz360, a social media company. Before Biz360, Deborah served as a Partner for KPMG Consulting and Vice President at BearingPoint. In 2000, Deborah was selected by Consulting Magazine as one of the top in her field for developing a partnership between KPMG and Cisco which resulted over $100m in incremental revenue and a billion dollar investment.
CHIEF FINANCIAL OFFICER
Robert (Bob) Promm leads our Finance, Treasury and Legal functions. Prior to joining Satmetrix, Bob’s extensive career has included senior finance positions at the vice presidential level in high technology companies including Apple, Cadence Design Systems and RealNetworks. In addition to his financial expertise, Bob has also lead operational business teams in information technology, service and support, distribution and legal as head of operations for Apple’s Canadian subsidiary. Bob is an honor graduate of McMaster University with a B.Com. in accounting and finance and holds an MBA, with distinction, from Golden Gate University. He is also a graduate of the Executive Program in Advanced Management at the Darden School, University of Virginia.
VICE PRESIDENT, GLOBAL CONSULTING
Lenna is a trusted advisor to some of the most influential businesses in Europe, North America and Asia Pacific. She is both an accomplished practice leader and a hands-on consultant with extensive experience helping clients meet challenges in managing customers strategically and profitably in competitive market conditions. She combines strong problem-solving orientation with industry experiences, deep domain knowledge and focused execution to help clients achieve success. Prior to Satmetrix, she has several years’ experience leading and delivering strategic consultancy for Fortune 500 companies specializing in customer experience transformation, performance management and business process re-engineering. Lenna holds an MBA from University of Bath, United Kingdom.
SVP AND CHIEF REVENUE OFFICER
Bobby Jaffari is SVP and Chief Revenue Officer at Satmetrix. Bobby leads the strategic direction for worldwide revenue generation, including new business acquisition and expansion of the customer base. With over 15 years’ experience in sales leadership and business development, Bobby is recognized as a results-oriented leader in SaaS, WebTouch and enterprise sales go-to-market strategy and execution. In his most recent role at Hightail as VP of Worldwide Sales and Channels, he developed the go-to-market strategy and managed the operations of the enterprise business. Prior to joining Hightail, Bobby held several key leadership roles at WebEx, a leader in online meeting applications. During his 10 years at WebEx, he led high-performing teams that helped drive WebEx’s revenue to $450M, and ultimately led to Cisco’s acquisition of the company for $3.2B in 2007. Bobby holds a Bachelor’s degree in political science from San Jose State University.
VP OF MARKETING
Britt Davies has held marketing leadership positions for B2B software startups and global companies for nearly 20 years. As the VP of Marketing at Satmetrix, she oversees all marketing strategy, brand, PR and marketing programs. Prior to joining Satmetrix, Britt served as the CMO of Workplace, a cloud-based workforce management software company in the UK. She previously worked at Satmetrix as the Global Field Marketing Director. Britt’s extensive career has included positions based both in the US and the UK at Oracle, App-DNA, Percussion Software and Extensity. Her digital campaigns have been recognized with two Digital Impact Award wins. Britt speaks fluent Norwegian and French, and earned a BA from Indiana University, Bloomington.
GENERAL MANAGER, INDIA
Rao Sadhureddy has over 25 years of experience and leads the India Operations of Satmetrix. Prior to joining Satmetrix, Rao worked as a Vice President of Product Development for Oracle driving Agile PLM product development in India. He also set up India operations for Agile Software in Bangalore where he built a 150+ team of world class professionals. Rao led Agile’s PLM product development globally which eventually led to the acquisition of Agile by Oracle. Before moving to India in 2004, Rao worked as a Vice President Product Development for Agile Software in San Jose. Rao also worked at Saratoga Systems, SAP Labs, Fiserv in various capacities. He has a B.S. in Electrical Engineering from JNTU, Hyderabad and holds an MS in EE from Arizona State University.
JOIN OUR TEAM! Our success is due in large part to teams of talented people who share a vision for experience-driven customer loyalty and a passion for working together. That’s where you come in: We need to add bright, innovative people to our teams to help us continue to grow. Join Satmetrix and be part of the team responsible for providing the leading enterprise customer experience management solutions. Satmetrix offers competitive compensation, including health benefits, stock options and more.
I have been working at Satmetrix full-timeRecommendsPositive OutlookApproves of CEORecommendsPositive OutlookApproves of CEO
Company methodology and innovations, including the Net Promoter score and the social Net Promoter score -- Sparkscore -- set the company apart from competition. It's great to work for the company that is the thought leader.
We're a small company so if you shine, you can make a huge impact and your achievements are recognized all the way to the top. Colleagues are a pleasure to work with. They are funny, smart, collaborative, and have your back. Our team enjoys events outside of work, including our new softball team and our philanthropic organization to support disadvantaged kids in India. Career opportunities are good, especially for a small company. Management seems quite receptive to helping staff move to other job functions when staff want to try a new direction.
The nature of our business - helping companies improve their customer experience -- is gratifying. Our customers are delightful to work with.
Management changes in the last year have had an enormously positive impact on morale and the business. Company strategy is disruptive and execution is impressive. We have bright years ahead, and we are excited to see the business deliver a great product to customers and accelerate in growth.
If you're not a strong performer or don't play well with others, there's nowhere to hide and you won't last long.
Open office is harder to work in for some employees.
As with most tech companies, a distributed workforce can be challenging at times. However, I must say that team members are very accommodating to work late to work with colleagues in another time zone.
Advice to Management
Stay on course. We have a winning strategy.
Getting an Interview
Getting an Interview
- Declined OfferPositive ExperienceEasy Interview
I applied online. The process took 2 weeks – interviewed at Satmetrix (San Mateo, CA) in December 2013.
I applied for a tech writer intern position that was posted on indeed and my graduate school website. I contacted the HR manager directly (by e-mail) to make sure my materials were viewed and then was contacted by a recruiter. In my first conversation the reviewer told me about the role. Next I had a phone conversation with the person who would be my supervisor and finally an in person interview with the person who would be my supervisor and the director. The in person interview lasted 1 hour and at the end I was offered the position, although the salary was non negotiable (I asked). While it was a pleasant interviewing experience, I was interviewing at several places and was given a more compelling offer which allowed greater career growth and more than twice the pay. Everyone was pleasant and friendly throughout the process, and I would interview at the company again for a different position.
- I was asked if I would be available for night-time phone conversations to coordinate with their team in India (13 hour time difference). Answer Question
Reasons for Declining
I received a more compelling offer in a market research position. In addition, the pay was lower than what I was already paid for similar work.
Let us know if we're missing any workplace or industry recognition –
Satmetrix is the leading provider of cloud-based Net Promoter® Software for companies of all sizes around the globe. As developer of the industry-leading Net Promoter® methodology along with Bain & Company, its applications deliver increased customer loyalty, reduced attrition, improved referenceability, and a clear competitive advantage.
Our CEM products (Standard, Pro and Enterprise) deliver customer insights powered by deep analytics, extensive industry benchmarks, easy-to-share reports, closed-loop action alerts, root analysis, CRM and Salesforce.com integration...