Top Talent like Pete are on Pangea
Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If youโre a company looking for high-quality fractional talent, learn more here.
Pete Lauria
Strategic Planning
Customer Experience
Project Management
Public Speaking
Keynote
Training
Microsoft 365
Customer Experience and Customer Success Expert
With a robust educational background, including an MBA in CIS from Colorado State University and a Professional Certificate in Customer Experience from The CX Academy, throughout my dynamic career in technical account management and customer success, I have seen what works, and what doesn't work, in creating extraordinary customer experiences. My experience spans leading roles at Microsoft, Zendesk, and Own Data, where I have driven significant improvements in customer satisfaction and operational efficiency. I also founded a mentorship program at Microsoft to foster diverse talent, expanding it nationwide. My strategic approach to customer success has consistently delivered value. I am passionate about leveraging technology to enhance the emotional connections that lead to amazing customer experiences to drive business growth.
Work History
T
Partner - Practice Lead, Customer and Buyer Journey
The Weiwood GroupFull-time EmployeeLead customer experience and buyer journey initiatives for the Weiwood Group, a specialized consultancy delivering Business Strategy and Operations solutions tailored for emerging organizations across diverse industries. Directly oversee client engagements, ensuring alignment with Weiwood's core values of curiosity, empathy, contribution, and fun. ๐นBuyer Journey Mapping & Enhancement ๐นCRM, Website & Enterprise System Optimization ๐นContact Center & Sales Queue Analysis ๐นContact Center System Sourcing, Configuration, and Deployment ๐นAI & Intelligent Agent Automation ๐นProgram & Project Management ๐นCustomer Experience Metrics ๐นOmnichannel Experience Design and ImplementationP
Professional Speaker, Business Coach, Life Coach
Peter Lauria - Speaker - CoachFull-time Employee๐๐๐ถ๐น๐ฑ๐ถ๐ป๐ด ๐๐ฟ๐ถ๐ฑ๐ด๐ฒ๐ ๐๐ผ ๐๐ ๐๐ฟ๐ฎ๐ผ๐ฟ๐ฑ๐ถ๐ป๐ฎ๐ฟ๐ ๐๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ๐, ๐ข๐ป๐ฒ ๐๐ผ๐ป๐ป๐ฒ๐ฐ๐๐ถ๐ผ๐ป ๐ฎ๐ ๐ฎ ๐ง๐ถ๐บ๐ฒ โจ As a seasoned business and life coach, I specialize in merging emotional intelligence with advanced tech solutions, forging deep connections that elevate experiences to new heights. โข ๐๐ผ๐ฟ ๐๐๐๐ถ๐ป๐ฒ๐๐๐ฒ๐: I empower companies to understand the emotional triggers that drive exceptional customer experiences. My strategies bridge the gap between technology and human connection, leading to increased sales, improved customer satisfaction, highly engaged employees, and the creation of brand advocates who not only keep coming back but also bring their friends along for the ride. โข ๐๐๐ป๐ฎ๐บ๐ถ๐ฐ ๐ฆ๐ฝ๐ฒ๐ฎ๐ธ๐ฒ๐ฟ: With decades of corporate experience, I captivate audiences at conferences, events, and workshops with engaging stories and real-world examples. My core speech, "Customer Experience - BRIDGING the Technology Gap - How to Be Digital When It's Efficient and Analog When It Matters," highlights how to seamlessly integrate digital tools with personal touchpoints. My talks illuminate what works and what doesn't, ensuring participants leave equipped to craft amazing experiences. โข ๐๐ผ๐ฟ ๐๐ป๐ฑ๐ถ๐๐ถ๐ฑ๐๐ฎ๐น๐: I apply these proven techniques to help people enhance their own life experiences. By unlocking personal strengths and gaining fresh perspectives, my clients overcome challenges and lead more fulfilling lives. Let's connect and build bridges to extraordinary experiences together!O
Manager, Technical Account Management
Own CompanyMay 2024 - Aug 2024 โข 4 mosLeading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments. Strategize on process standardization and KPI tracking for a growing TAM services program.Z
Senior Technical Account Manager
ZendeskSep 2021 - Apr 2024 โข 2 yrs 8 mosDrive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities. Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC). Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings. Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by over 75%.M
Customer Success Account Manager
MicrosoftJul 2020 - Sep 2021 โข 1 yr 3 mosLead customers overall Success and Support experience by rallying the team around customers priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical solutions healthy for customers to get the most out of technology investments. Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud solutions. Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations. Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies. Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes. Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.M
D&I Summer College Mentorship Program Founder
MicrosoftFeb 2016 - Sep 2021 โข 5 yrs 8 mosCreated a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future opportunities, and role potential. Fostered awareness of career opportunities and broadened perspectives on the role of technology in their chosen field. Grew the program from 8 students in one location to 36 students in 4 locations nation-wide.M
Technical Account Manager
MicrosoftDec 2011 - Jul 2020 โข 8 yrs 8 mosDirected a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm. Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business). Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions. Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services. Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.Education
C
Colorado State University
Master of Business Administration (M.B.A.), CIS2012 - 2015T
The CX Academy
Professional Certificate in CX, Customer Experience2021 - 2022C
Colorado State University
Graduate Certificate, Business Information Systems2016R
Rutgers University
Certificate, Project Management2011R
Roger Williams University
Bachelor of Science, Architecture; Historic PreservationHow Pangea Works
Effortlessly discover top talent
Weโve distilled the candidate search from endless hours down to just a few minutes. Using Pangeaโs AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your companyโs niche and your needs to find the perfect match faster than any traditional hiring platform.Start working with talent today
The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangeaโs fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your teamโs capabliities flexible.Track work and invoices in one place
Assign tasks, track progress, and complete invoices all on Pangea. Weโve combined every part of the hiring process into one platform to eliminate the miscommunication thatโs unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.
Available NowBook a Call
Customer Experience and Customer Success Expert
With a robust educational background, including an MBA in CIS from Colorado State University and a Professional Certificate in Customer Experience from The CX Academy, throughout my dynamic career in technical account management and customer success, I have seen what works, and what doesn't work, in creating extraordinary customer experiences. My experience spans leading roles at Microsoft, Zendesk, and Own Data, where I have driven significant improvements in customer satisfaction and operational efficiency. I also founded a mentorship program at Microsoft to foster diverse talent, expanding it nationwide. My strategic approach to customer success has consistently delivered value. I am passionate about leveraging technology to enhance the emotional connections that lead to amazing customer experiences to drive business growth.
Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.Available NowBook a Call
Top Talent like Pete are on Pangea
Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If youโre a company looking for high-quality fractional talent, learn more here.Pete Lauria
Strategic Planning
Customer Experience
Project Management
Public Speaking
Keynote
Training
Microsoft 365
Work History
T
Partner - Practice Lead, Customer and Buyer Journey
The Weiwood GroupFull-time EmployeeLead customer experience and buyer journey initiatives for the Weiwood Group, a specialized consultancy delivering Business Strategy and Operations solutions tailored for emerging organizations across diverse industries. Directly oversee client engagements, ensuring alignment with Weiwood's core values of curiosity, empathy, contribution, and fun. ๐นBuyer Journey Mapping & Enhancement ๐นCRM, Website & Enterprise System Optimization ๐นContact Center & Sales Queue Analysis ๐นContact Center System Sourcing, Configuration, and Deployment ๐นAI & Intelligent Agent Automation ๐นProgram & Project Management ๐นCustomer Experience Metrics ๐นOmnichannel Experience Design and ImplementationP
Professional Speaker, Business Coach, Life Coach
Peter Lauria - Speaker - CoachFull-time Employee๐๐๐ถ๐น๐ฑ๐ถ๐ป๐ด ๐๐ฟ๐ถ๐ฑ๐ด๐ฒ๐ ๐๐ผ ๐๐ ๐๐ฟ๐ฎ๐ผ๐ฟ๐ฑ๐ถ๐ป๐ฎ๐ฟ๐ ๐๐ ๐ฝ๐ฒ๐ฟ๐ถ๐ฒ๐ป๐ฐ๐ฒ๐, ๐ข๐ป๐ฒ ๐๐ผ๐ป๐ป๐ฒ๐ฐ๐๐ถ๐ผ๐ป ๐ฎ๐ ๐ฎ ๐ง๐ถ๐บ๐ฒ โจ As a seasoned business and life coach, I specialize in merging emotional intelligence with advanced tech solutions, forging deep connections that elevate experiences to new heights. โข ๐๐ผ๐ฟ ๐๐๐๐ถ๐ป๐ฒ๐๐๐ฒ๐: I empower companies to understand the emotional triggers that drive exceptional customer experiences. My strategies bridge the gap between technology and human connection, leading to increased sales, improved customer satisfaction, highly engaged employees, and the creation of brand advocates who not only keep coming back but also bring their friends along for the ride. โข ๐๐๐ป๐ฎ๐บ๐ถ๐ฐ ๐ฆ๐ฝ๐ฒ๐ฎ๐ธ๐ฒ๐ฟ: With decades of corporate experience, I captivate audiences at conferences, events, and workshops with engaging stories and real-world examples. My core speech, "Customer Experience - BRIDGING the Technology Gap - How to Be Digital When It's Efficient and Analog When It Matters," highlights how to seamlessly integrate digital tools with personal touchpoints. My talks illuminate what works and what doesn't, ensuring participants leave equipped to craft amazing experiences. โข ๐๐ผ๐ฟ ๐๐ป๐ฑ๐ถ๐๐ถ๐ฑ๐๐ฎ๐น๐: I apply these proven techniques to help people enhance their own life experiences. By unlocking personal strengths and gaining fresh perspectives, my clients overcome challenges and lead more fulfilling lives. Let's connect and build bridges to extraordinary experiences together!O
Manager, Technical Account Management
Own CompanyMay 2024 - Aug 2024 โข 4 mosLeading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments. Strategize on process standardization and KPI tracking for a growing TAM services program.Z
Senior Technical Account Manager
ZendeskSep 2021 - Apr 2024 โข 2 yrs 8 mosDrive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities. Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC). Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings. Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by over 75%.M
Customer Success Account Manager
MicrosoftJul 2020 - Sep 2021 โข 1 yr 3 mosLead customers overall Success and Support experience by rallying the team around customers priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical solutions healthy for customers to get the most out of technology investments. Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud solutions. Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations. Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies. Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes. Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.M
D&I Summer College Mentorship Program Founder
MicrosoftFeb 2016 - Sep 2021 โข 5 yrs 8 mosCreated a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future opportunities, and role potential. Fostered awareness of career opportunities and broadened perspectives on the role of technology in their chosen field. Grew the program from 8 students in one location to 36 students in 4 locations nation-wide.M
Technical Account Manager
MicrosoftDec 2011 - Jul 2020 โข 8 yrs 8 mosDirected a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm. Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business). Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions. Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services. Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.Education
C
Colorado State University
Master of Business Administration (M.B.A.), CIS2012 - 2015T
The CX Academy
Professional Certificate in CX, Customer Experience2021 - 2022C
Colorado State University
Graduate Certificate, Business Information Systems2016R
Rutgers University
Certificate, Project Management2011R
Roger Williams University
Bachelor of Science, Architecture; Historic PreservationHow Pangea Works
Effortlessly discover top talent
Weโve distilled the candidate search from endless hours down to just a few minutes. Using Pangeaโs AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your companyโs niche and your needs to find the perfect match faster than any traditional hiring platform.Start working with talent today
The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangeaโs fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your teamโs capabliities flexible.Track work and invoices in one place
Assign tasks, track progress, and complete invoices all on Pangea. Weโve combined every part of the hiring process into one platform to eliminate the miscommunication thatโs unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!Talk with a Talent Expert
Members of our team are available to help you speed through the hiring process.Available NowBook a Call
Pangea empowers fractional work across the world for marketing and design roles.