Joe Ayyoub

Current

Senior Director, Customer Support at Siperian, Inc.

Past

Senior Director, Customer Support and Operations Center at Yodlee, Inc.
Consultant, Mergers and Acquisitions at GRIC
Consultant, Mergers and Acquisitions at GoRemote

Director, Professional Services and Customer Support at Ensim Corporation
Director, Professional Services and Support at DoublClick
Sr. Sales Engineer - DoubleClick Tech Solutions at DoubleClick
OEM Supply Base Engineer at Silicon Graphics
Applications Engineer at Sony Electronics
Customer Acceptance Engineer at KLA-Tencor

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6 more...

Education

Golden Gate University
Jami'at Al-Ulum wa Al-Tiknolojia Al-Urdunia
Jordan University of Science and Technology (same as above, with English name)

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Recommended

26 people have recommended Joe

Connections

500+ connections

Industry

Information Technology and Services

Joe Ayyoub’s Summary

- Able to "wear multiple hats" and get the necessary work done both on the strategic planning side as well as the tactical execution.
- Extensive enterprise and ASP software experience. This includes product lifecycle management.
- Extensive knowledge in driving high customer satisfaction and retention
- Successful career track with large and small high tech companies such as Yodlee, DoubleClick, Sony, Silicon Graphics, KLA-Tencor and others.
- Industry background in the following industries: BPO, Enterprise software, networking and communications infrastructures sold to enterprises and service providers.
Over 10 years' experience in business operations.
- Strong General Management experience including direct Professional Services P&L responsibility.
- Created and administered full customer life-cycle process management from prospecting to deploy into production.
- Outstanding performance in coordinating technology teams operating at sites worldwide, creating common goals, objectives and standards for performance.
- Personally negotiated with major clients worldwide to present technology solutions, accounting for new revenues and add-on sales to current clients.
- Track record of outstanding "COO-type" experience managing total complex projects that resulted in big cost savings and revenue increase.
- Extremely Proficient in building, staffing and operating technical support, professional services and training.
- Experienced in Mergers and Acquisitions from due diligence to final integration if teams and tools

Joe Ayyoub’s Specialties:

Dynamic, creative and results-driven General Manager with combined experiences directing service sales, marketing, and Customer Care organizations. Expertise in general management with P&L responsibilities. Extensive experience with enterprise customers. Expertise in large-scale project management, from concept through planning, design, development and task management.

I am well positioned to provide leadership and direction in a start-up, growing business or a turn-around opportunity.

Joe Ayyoub’s Experience

Senior Director, Customer Support

Siperian, Inc.

(Privately Held; 51-200 employees; Computer Software industry)

February 2006 — Present (3 years 6 months)

"Siperian makes the award-winning Customer Data Integration (CDI) and master data platform, Siperian Hub allows organizations to create and deliver accurate and unified customers views--including views of related organizations, locations, products and assets--to drive business actions across multiple channels."

Manage a team of Customer Support engineers supporting production Customers as well as field engineerings during customer deployment.
Senior Director, Customer Support and Operations Center

Yodlee, Inc.

(Privately Held; 201-500 employees; Internet industry)

May 2004 — January 2006 (1 year 9 months)

I manage a team of 4 Managers and 40+ Customer Support personnel. This is the company’s customer facing team that is responsible for responding to escalations regarding their service. This group is divided into two teams:
• Customer Care: Reactively responds to customer escalations and ensures that all issues are addressed in a timely manner
• Productions and Operations Support: Proactively monitors and fixes issues on the customer’s side or on the Yodlee’s side

Customers I have worked with: Bank Of America, Citi Bank, Chase/JP Morgan, Fidelity, Wachovia, Harris Bank, Northern Trust, LowerMyBills, Merril Lynch, Schwab and many other financial services institutions.
Consultant, Mergers and Acquisitions

GRIC

(Public Company; 501-1000 employees; GRIC; Information Technology and Services industry)

September 2003 — May 2004 (9 months)

-Consulting Project-
(GRIC changed its name to GoRemote in 2004)
First Project: M&A Integration Project Lead
In August of 2003, GoRemote announced the acquisition of Axcelerant, in Irvine, CA.

The GoRemote executive team has hired my consulting services to recommend and implement the organizational re-structuring of the two companies. I was the integration team leader reporting directly to the CEO. My primary objective was to take advantage of the operational efficiencies between the two companies.
I was able to leverage my experiences in operational processes and cross-functional management to make this engagement a success both in meeting the objectives and the timeframe given.

Second Project: Company-wide process redesign & Implementation
Reporting to the CEO, I worked with the executive team on enterprise business process redesign and implementation across the company. This covered Product Life Cycle and Customer Life Cycle processes.
Consultant, Mergers and Acquisitions

GoRemote

(Public Company; 501-1000 employees; GRIC; Information Technology and Services industry)

September 2003 — May 2004 (9 months)

-Consulting Project-
(GRIC changed its name to GoRemote in 2004)
First Project: M&A Integration Project Lead
In August of 2003, GoRemote announced the acquisition of Axcelerant, in Irvine, CA.

The GoRemote executive team has hired my consulting services to recommend and implement the organizational re-structuring of the two companies. I was the integration team leader reporting directly to the CEO. My primary objective was to take advantage of the operational efficiencies between the two companies.
I was able to leverage my experiences in operational processes and cross-functional management to make this engagement a success both in meeting the objectives and the timeframe given.

Second Project: Company-wide process redesign & Implementation
Reporting to the CEO, I worked with the executive team on enterprise business process redesign and implementation across the company. This covered Product Life Cycle and Customer Life Cycle processes.
Director, Professional Services and Customer Support

Ensim Corporation

(Privately Held; 201-500 employees; Internet industry)

December 2000 — July 2003 (2 years 8 months)

I built and maintained a Customer Support, Ops and PSO organization
- Built a 28-member worldwide pre and post-sales customer support team. This group included support from the US, UK, Singapore and India
- P&L responsibility with $3.5 MM annual budget
- Developed service mktg programs to up-sell customized services & support maintenance contracts
- Created an ecommerce storefront where current and new customers can purchase service packages
- Developed strategic relationships with key Enterprise customers
- Built a technical support call center in India. which reduced overall customer support operational cost by 40%
- Built a professional services group and created practices to generate revenue from new and current customers
- Selected and implemented a CRM solution that included a rich KnowledgeBase function
- Reduced the cost of on-site support by 80%. This was accomplished by rebuilding the customer deployment process to be carried out remotely.
Director, Professional Services and Support

DoublClick

(Public Company; 1001-5000 employees; DCLK; Internet industry)

August 2000 — December 2000 (5 months)

Marketed to enterprise customers the value of DoubleClick email advertising technologies in promoting their products and services.
- Built and managed a worldwide team of Sales Engineers, Consultants and Integration Engineers
- Established local support and consulting offices in San Francisco, London, and Paris.
- Built a pre-sales engineering support group and practice
- Managed a team of account engineers that deployed 68 email advertisement customers in a period of 4 months.
Sr. Sales Engineer - DoubleClick Tech Solutions

DoubleClick

(Public Company; 1001-5000 employees; DCLK; Internet industry)

November 1999 — August 2000 (10 months)

- Presented in-person and on-line demonstrations of DoubleClick ad serving products and solutions such as DART/Ad Server to prospects, and later, assisted in the implementation and account management.
- Studied client's revenue model to architect a plan that will generate revenue using an on-line advertising model.
- Conducted the necessary analysis to understand a client's ad serving requirements and integrate those requirements with DoubleClick DART/Ad Server technology.
- Developed a thorough understanding of clients' product feature requests and conveyed the requirements to the appropriate product manager.
- Attended many trade shows and technology conventions to present my company's solutions and to learn about the new technologies related to the Internet and web advertisement.
OEM Supply Base Engineer

Silicon Graphics

(Public Company; 10,001 or more employees; SGID.OB; Computer Networking industry)

February 1999 — November 1999 (10 months)

OEM Supply Base Engineer - Worldwide Manufacturing Operations
Specialization: Fibre Channel systems. SAN (Storage area Networks)
- Worked within the commodity team structure to select the best possible suppliers for storage products based on quality, technology, responsiveness, and total cost of ownership
- Wrote and modified procurement and product specifications (this includes detailed technical and packaging specifications, marking and labeling instructions and BOM), issued ECOs to reflect product and/or process changes.
- Established alliances with strategic suppliers that met the stringent requirements of SGI as well as SGI's customer base.
- Monitored supplier performance throughout the entire product lifecycle in the form of monthly or quarterly reviews and audit visits.
Applications Engineer

Sony Electronics

(Public Company; 10,001 or more employees; Computer Hardware industry)

April 1997 — February 1999 (1 year 11 months)

Applications Engineer- Tape Streamer Products Division
Specialization: Sony's DDS (4mm) and AIT (8mm) tape drive products.
- Supported Sony OEM customers and potential customers from the pre-sales phase to the start of mass production by providing the necessary technical support and information.
- Review, specify, and communicate OEM customer requirements to Sony's engineering and manufacturing groups.
- Collected and studied customer responses and product feedback for back-up solutions and forward that information to the marketing and the design teams. This included studying and benchmarking competitors' products and services.
- Communicate software/firmware new releases to Sony OEM customers.
- Work with Sony key OEM customers on prototype/beta qualification runs.
- Provided training to Sony technical support team as well as support teams of Sony customers.
- Perform failure analysis either in-house or remotely on failing drives or systems.
Customer Acceptance Engineer

KLA-Tencor

(Public Company; 10,001 or more employees; KLAC; Semiconductors industry)

March 1996 — April 1997 (1 year 2 months)

Equipment manufacturing company that makes yield management devices for the semiconductor industry.
Customer Acceptance Engineer In the Wafer Inspection Group
- Assured that systems ordered by customers are functionally consistent to all customer design and specifications prior to shipment and that all system issues or problems have been addressed and resolved prior to actual acceptance and sign off.
- Assist in providing support, training and direction to customer during/after product acceptance and sign off.

Joe Ayyoub’s Education

Golden Gate University

MBA , e-Business , 1998 — 2001
Jami'at Al-Ulum wa Al-Tiknolojia Al-Urdunia

BSEE , Computer Engineering and Science , 1988 — 1993
Jordan University of Science and Technology (same as above, with English name)

BSEE , Computer Engineering and Science , 1988 — 1993