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Rob Hansen
Entrepreneurial leader with nineteen years of operational experience in software & technology. Demonstrated expertise in all aspects of technology company development, including strategic planning, team building, product development and release, daily operations, business development, client services, sales, and fundraising. Management style characterized by hiring style: recruit the right people for the right job to avoid micromanaging, and never "settle." Strong sales experience and well developed managerial, motivational, and organizational skills. A broad background in operations, strategic customer care, quality assurance, technical support, customer training, and professional services. Highly adaptable, flexible, and innovative. w Exceptional manager. Able to make difficult decisions. Strong business acumen. Ability to hire
w Corporate and entrepreneurial experience w Successful mergers & acquisitions experience w Successful public offering experience w Creative problem solver; Visionary leadership w Energetic, upbeat personality – a very capable, collaborative team builder and team player, who can step right in and add immediate value (virtually eliminating ramp up time).
Created the first e-commerce infrastructure company with a proprietary, patent-pending system that allows users to send tangible, real world items - from gifts and merchandise to packages, products and parcels - simply using the recipient's email address as the delivery address. ZipSend is the trusted third-party escrow service for personal delivery information, translating email addresses into delivery information according to user preferences. w Company-wide P&L responsibility to shareholders and board of directors. w Worked with CFO to establish the financial operating plan, departmental budgets, and revenue forecasts.
w Established departmental performance targets by which senior staff were measured. w Kept expenses under plan by studying requirements, optimizing procedures, and scrutinizing outflows.
w Created and presented company's business plan to all first, second, and third round venture participants.
w Secured seed funding, recruited strong management team, and opened first office in under 2 months.
w Relocated company to larger offices to accommodate growth after 1 year. w Sold the company to JPS after 18 months. w Participated in the merger of ZipSend and another JPS company, FrogMagic.com. w Asked to lead the combined companies, with offices in San Francisco, San Rafael, and Boulder. w Conducted national press tours, radio and television interviews. w Closed a major partnership with AOL. w Participated in sales negotiations with Yahoo!, Lycos, uDate, TalkCity, Odigo, Matchmaker.com, Jabber, etc.
w Established strategic discussions with FedEx, UPS, USPS, Stamps.com, and Microsoft.
Responsible for all worldwide client service functions, including consulting, technical support, quality assurance, product release, customer training, sales support, custom demos, & maintenance contracts. Measured against key business objectives. w Established Autonomy's first client services operation, first QA team, and first release management process.
w Member of CEO's Executive Management Team. Participate in strategic corporate decisions. w Recruited and trained first for-profit professional services teams, and developed packaged offerings including the "QuickStart" program to jump-start all new customers.
w Grew the US technical staff from 0 to 10 in first 45 days. w Recruited the first QA team, and established QA policies & procedures. w Set company's product release policies and established customer-oriented release process. w Regularly met with and presented to customers and prospects. w Routinely reviewed maintenance & support contracts, and assisted with major account negotiations. Worked closely with sales mgmt in negotiating terms and pricing proposals with
customers and partners.
w Developed compensation and incentive plans for managers and consultants. Participated in the sales cycle and ongoing support of these key customers: Associated Press, Clorox, Internet.com, Looksmart, Lucent, Merrill Lynch, SF Gate, Talk City, TalkWay, Xoom (NBCi), and many others.
Senior manager with successful P&L responsibility for Customer Services Division, and a record of steadily increasing customer satisfaction ratings. Manage and direct staff of 30 responsible for all worldwide customer service functions, including technical support, quality assurance, product release, customer training, special product development team, self-service systems, maintenance contracts, and international professional services. Measured against operating margin and customer satisfaction targets. w Consistently achieved at least 110% of Operating Plan since 1992. w Grew maintenance & support revenues by 884% (from $660K to $6.5M). w Always spent under plan by scrutinizing operating expenses and controllable assets. w Member of CEO's Executive Management Team. Participate in strategic corporate decisions. w Exceeded customer expectations and satisfaction targets every year. w Established and chaired the product release committee to streamline software releases. w Expanded the technical support offerings to include three levels of service (Basic, Gold, and Platinum), including 24 hour "follow-the-sun" support and national language support in English,
French, German, and Spanish. Revenues and customer satisfaction both increased accordingly.
w Managed all Quality Assurance efforts company-wide, establishing a customer-oriented final release authority.
w Chair weekly meetings with all product managers to ensure adherance to standards, and to re-allign priorities as needed.
w Actively participate in user's conferences (twice each year) including planning, hosting, presentations, and focus groups.
w Relocated US support center & QA department from Southern to Northern California without losing any staff.
w Assisted in the spin-off of 2 companies (Brightware & Limbex), and the related organizational and contractual impact.
w Participated in IPO by meeting with and presenting to Prudential Securities, and subsequently to various interested investors.
w Developed compensation and incentive plans for managers and renewals staff. Participated in the sales cycle and ongoing support of these key customers: 3COM, AT&T, American Express, Brøderbund, Compaq, Freightliner, Gateway 2000, Hewlett-Packard, IBM, Intel, Lucas Arts, Microsoft, Nokia, Peoplesoft, Symantec, Visa International, Xerox, and many others.
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Raxco Software (formerly UIS, Inc.) - Director, Product Management, 1987 - 1989
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Software Techniques, Inc. - Software Engineer, 1987
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Miller Brewing Company - Help Desk Coordinator, 1986 - 1987
w Earlier: Quaker City Federal Savings & Loan; Law Firm of Bewley, Lassleben, & Miller; Parks & Recreation Department of San Diego County; San Diego Country Sheriff's Department.
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EDUCATION
B.A., Computer Security, 1987
Minor in Applied Philosophy / Ethics
Whittier College, Whittier, CA
Cambridge University, Fitzwilliam College, Cambridge England
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BUSINESS STRATEGY SKILLS
Business Plans
Project Management
Feasibility Assessments
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AWARDS, HONORS & PRESS
CNN, PC Magazine, CBS News, Internet World...
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PROFESSIONAL AFFILIATIONS
Visualization Valley, Board of Directors (2002 - present)
SofTECH, Board of Directors (1996 - 1999)
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