Mike Hubbard
About Mike Hubbard
Mike Hubbard serves as the Vice President of Services & Support at SparkCognition, where he has maintained a 100% customer satisfaction score and a 78% billable utilization rate over two years. He previously held leadership roles at IBM and holds a B.S. in Business Administration from High Point University.
Work at SparkCognition
Mike Hubbard has served as the Vice President of Services & Support at SparkCognition since 2019. In this role, he has focused on enhancing customer satisfaction and operational efficiency. He achieved a Customer Satisfaction (CSAT) score of 100% and maintained an average billable utilization rate of 78% over two years. Hubbard developed a services pricing model for both deployment and post-deployment phases, contributing to the financial performance of the organization. He also established an internal cross-functional sales process that ensured a proposal to project kickoff within a service level agreement of three days. Additionally, he targeted a 30% net margin for global Services P&L across all product and service delivery.
Previous Experience at IBM
Before joining SparkCognition, Mike Hubbard held the position of Worldwide Services Leader at IBM, where he worked in various capacities. He served as Vice President of Services for eCommerce from 2018 to 2019 and as Vice President of Services for Merchandising from 2014 to 2018. During his tenure at IBM, he was responsible for leading service initiatives and driving operational excellence within the organization.
Education and Expertise
Mike Hubbard studied Business Administration at High Point University, where he earned a Bachelor of Science degree. His educational background has provided him with a solid foundation in business principles, which he has applied throughout his career in service and support roles. His expertise includes developing pricing models, managing customer satisfaction, and optimizing operational processes.
Achievements in Services & Support
During his time at SparkCognition, Mike Hubbard achieved notable milestones in the Services & Support domain. He established a budget adherence rate within 3% for global Services & Support operations, demonstrating effective financial management. His initiatives have led to improved customer satisfaction and operational efficiency, reflecting his commitment to delivering high-quality services.