Richard is currently a Director of Technical Support at Actian Corporation He is responsible for managing several database, data integration and off-shore technical support teams.
Richard joined Actian in 2012 and has over 20
+ years of technical support and support management experience. His responsibilities include leading several teams of support engineers and team managers on database, cloud SaaS and on-prem software and offerings. He is responsible for helping develop new strategic processes, procedures, metrics, Salesforce reporting and efficiencies. He is accountable for customer and partner relationships in his area, escalation process, cross-functional coordination with sales and engineering of escalation defect resolution, voice of the customer for product improvement and customer satisfaction.
Richard’s prior experience spans several different established companies and startups. At BigCommerse, an eCommerce SaaS shopping cart and licensed on-prem software he grew the support organization from a team of 5 to over 50 globally in less than two years which helped the company to its first round of VC funding. He spent 8 years with Vignette Corporation, leading Enterprise Content Management support teams, managing daily operations, escalation and ticket handling, and assisting to build out a Follow the Sun (FTS) program with support teams in Australia and the UK. His early customer service experience started soon after college working for IBM in the AIX Support Center, providing technical support and team leadership.
Richard holds a Bachelor’s degree in Health Care Administration from Texas State University. He enjoys golf, running, photography, travel. He lives with his wife of 30+ years in Austin, Texas and has two sons.