In a significant move aimed at fostering global customer growth and success, ECI Software Solutions revealed the latest addition to their leadership team - the seasoned industry professional, Riz Karim, appointed as the chief customer officer. Boasting a rich professional trajectory exceeding two decades in the global software industry, Karim is expected to spearhead customer-facing teams, whilst orchestrating collaboration across various sectors including manufacturing, residential construction, field service management, building supply, office technology, and wholesale/retail distribution industries. The overarching goal remains to deliver unmatched customer support and stellar professional services.
Karim is no stranger to leading high-performing teams and achieving customer satisfaction at a global scale. Before stepping into this significant role at ECI, he rendered his services as the senior vice president of global services and support at Everbridge, a frontrunner in critical event management and national public warning software solutions. His tenure at Everbridge was marked by numerous achievements including the initiation and management of the company’s customer success function. He demonstrated laudable leadership by actively participating on Everbridge's senior leadership team during a critical phase that saw the company’s successful initial public offering (IPO) and a remarkable phase of growth. Under his guidance, the firm not only managed to notch up impressive net promoter scores but also marked excellent gross revenue retention rates. Notably, Karim's visionary approach was instrumental in establishing an award-winning customer support organisation that became a benchmark in the industry.
ECI Software Solutions' CEO, Trevor Gruenewald, couldn't hold back his excitement and immense expectation from this new collaboration. Reflecting on the importance of this appointment, he remarks, "The chief customer officer position is incredibly important, as we’re wholly focused on helping small- and medium-sized businesses compete and grow. Riz not only brings a deep understanding of customer needs, but also has a proven track record of leading global support teams."
Gruenewald further emphasized the alignment of this appointment with the company's long-standing mission to uplift the entrepreneurial spirit by offering tailor-made solutions. He continues, "At ECI Software Solutions, we’re dedicated to empowering SMBs and lifting the entrepreneurial spirit through purpose-built solutions, and Riz’s customer journey expertise will drive greater value for our customers across the world."
In stepping into this critical role, Karim is anticipated to leverage his extensive experience and insights into customer needs to catalyse growth and engender greater value for ECI Software Solutions' clientele worldwide, thereby reinforcing the company's commitment to facilitating the competitiveness and expansion of small and medium-sized enterprises on the global stage.