Bill Boecker
About Bill Boecker
Bill Boecker serves as the Sr. Director of Global Customer Success at Vbrick, where he has worked since 2021. He has extensive experience in customer success and product management, having held leadership roles at companies such as Avaya, ServiceNow, Akamai Technologies, and Janrain.
Work at Vbrick
Bill Boecker currently serves as the Senior Director of Global Customer Success at Vbrick, a position he has held since 2021. He is based in Herndon, VA. In this role, he focuses on enhancing customer satisfaction and success, leveraging his extensive experience in customer support and management. His leadership is aimed at driving transformational change within the organization, ensuring that customer advocacy trends are integrated into the company's strategic initiatives.
Previous Experience in Customer Success
Prior to his role at Vbrick, Bill Boecker held several significant positions in customer success. He worked at Akamai Technologies as the Director of Customer Success from 2019 to 2021, where he contributed to a 46% growth by integrating Janrain's Customer Success team. Before that, he was the Director of Customer Success at Janrain, where he reduced churn by 41% and increased Annual Recurring Revenue net retention by 21% in his first year. His experience also includes a role at ServiceNow as Director of Self-Hosted Global Support for six months in 2021.
Career at Avaya and Reuters
Bill Boecker has a notable history with Avaya, where he worked in various capacities, including Director of Product Management Chat and Director of Professional Services Chat from 2012 to 2016. His extensive career also includes a significant tenure at Reuters America, Inc., where he served as VP of the Reuters Support Center for 14 years, from 1993 to 2007. These roles have contributed to his broad expertise in customer support and management.
Education and Expertise
Bill Boecker studied at Hofstra University, where he earned an MBA in Management from 1993 to 1996. He also attended Binghamton University. His educational background complements his extensive professional experience, particularly in customer success and support roles across various industries.
Achievements in Customer Success
Throughout his career, Bill Boecker has been recognized for his ability to navigate challenging customer relationships and drive business outcomes. He authored proactive messaging for Akamai's global client base during the integration of Janrain customers. His broad background in pre- and post-sales experience enhances collaboration with cross-functional teams, allowing him to effectively engage internal leaders to drive change based on customer advocacy trends.