In our Software as a Service (SaaS), or Application Service Provider (ASP), business model, nothing is more important to me than stressing the “S” (for “Service”).  And our services are quite complex.  While our entire company is very focused on client services, the front-line is covered by a wide range of teams on a global basis.  These teams are: Engineering Operations, Content Operations, Implementation, Support, Community Management, Analytics, and Consulting.  Engineering Operations rolls up under Engineering, obviously.  And that team has done an incredible job of having virtually impeccable up-time since we launched our initial solution, Ratings & Reviews, in beta three years ago.  Today, this isn’t easy with six (soon to be seven) solutions (three core solutions coupled with three amplifiers) live in twenty international languages.  Our clients often tell us that we are the best vendor they work with in this area, and we are very proud of that.  The other six teams roll up under Client Services.

Heather Brunner headshotIt takes a very talented and experienced person to manage a global team of such complexity to the level that our clients, our executive team, and I expect.  But we found her.  I am incredibly proud to announce that Heather Brunner has joined us as our Senior Vice President of Worldwide Client Services.  Her first day was Monday, and we put out the press release on Wednesday.  Her ability to rapidly ramp has impressed our entire team, and I have already had several important client-facing meetings with her during week one.

I have known Heather for many years, first working with her when she was a Regional Vice President for Concero while I was the CEO of Coremetrics.  I was impressed with her back then, and Concero did a great job for Coremetrics during a very important, foundational period.  But Heather has grown her career so much since then.  Most recently, she served as the CEO of Nuvo, a wholly owned subsidary of Trilogy.  Prior to Nuvo, Heather was the COO of B-Side.  In past jobs, she has served as a the VP of Client Services at Coremetrics, the VP of Client Delivery and Operations at Trilogy, a Practice Director at Oracle, and a Senior Manager at Accenture (where I also began my career).

I am confident that Heather will be an incredible leader for our Worldwide Client Services team.  With nearly 20 years of experience in client services and operations, she really gets it.  Just as importantly, Heather fits our unique cuture perfectly.  We were recently named one of the best places to work in Austin again, and the executive team (now including Heather) sets the cultural tone for the rest of the company.  It is also impressive to note that she understands the importance of nurturing the soul with her decade-long community service to the United Way.  Bazaarvoice has been very focused on community since inception, as we strongly believe that companies also have a soul to nourish.

Client Services has been a major strength for Bazaarvoice, and I know that Heather will help us make it even better.  The teams reporting into her are already successful, with exceptional ratings from our clients (we survey them quarterly and take their input very seriously).  Heather will make sure we keep that high-bar as we rapidly scale globally.

Heather will be attending the Annual Summit in Vegas as well as our upcoming Social Commerce Summit in London (the first was a sold-out success) with me.  I sincerely look forward to introducing you to her.

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