Jeannine Edwards joins Xcellerate 2017-10-15T05:07:48+00:00

Project Description

Jeannine Edwards joins Xcellerate in CXO role

Austin, Texas, 23 May 2017 MSP accelerator company Xcellerate has appointed former ConnectWise senior executive Jeannine Edwards to the position of Customer Experience Officer (CXO) responsible for building and nurturing the Xcellerate Member and Partner community.

Well-known and highly-regarded by MSPs, Jeannine Edwards is best known for leading the team responsible for building ConnectWise’s IT Nation into the strongest and most respected IT Solution Provider event in North America.

More recently, as ConnectWise director of platform strategy, she built a team that was responsible for strategy and execution of all the key elements of ConnectWise’s integration platform. She is also a sought after public speaker, and is regularly featured in CRN’s Power 100 list of most influential women executives as well as the  MSP Mentor list of top 250 MSP executives and the MSP Mentor ‘Locked in the NOC’ hall of fame.

Xcellerate CEO Tommy Wald says the timing of Jeannine Edwards’ appointment is perfect as Xcellerate readies its new member and partner portal and gears up to rapidly scale its service across North America.

“Not only is the timing perfect, but Jeannine’s skills, personal qualities and experience make her the perfect fit for this strategic new role,” Wald says.

“The title of Customer Experience Officer truly reflects her role at Xcellerate,” Wald says. “She will own the experience our members and partners have with us, and further than that she will be highly influential in assisting our members and partners to deliver an outstanding customer experience to their own customers. The customer experience is right at the heart of the Xcellerate vision and I am delighted to place that experience is such good hands.”

“Xcellerate is setting out to be a game changer for MSPs,” Wald says. “We have the knowledge and expertise, and provide proven best practices, processes, training and tools, spanning every area of an MSP’s operations and service delivery – from staffing, to marketing and sales, operations, financial and leadership – for an MSP to successfully build a profitable, sustainable business. Delivering on that promise requires people such as Jeannine who have a proven track record turning big ideas into great outcomes.”

Jeannine says her journey with ConnectWise has provided a great springboard for her new role at Xcellerate.

“I promised myself I’d look for an opportunity which would again ignite my passion for building community the IT Solution Provider space. When Tommy Wald joined Xcellerate in the CEO role it caught my attention immediately. I’ve loved working with Tommy in the past and the whole Xcellerate vision is very exciting,” she says.

‘Xcellerate has the right strategy at the right time, not just for me, but for the MSP market. I love to build things and a get in on the ground floor and I’m very excited to join with a team of really experienced creative thinkers and build something which MSPs need and which has never been done before.

“There’s nobody else out there who can say: ‘When you’re ready to step up Xcellerate has your back. We’ll be with you every step of the way, walking in your shoes, connecting you with a highly supportive Xcellerate family network, and helping you with all the tools and systems you need to achieve your goals’. That is indeed is a powerful value proposition, and I am hugely excited and challenged to be a part of making that happen. It’s going to be a great ride.”

An interview with Jeannine Edwards

Q: Jeannine, with your industry profile and list of achievements at ConnectWise, culminating in a Senior Director role, why now are you taking up the CXO role at such a relatively new start up as Xcellerate?

A: “I was given a fantastic opportunity at ConnectWise to have an impact with IT Nation in building a community of people ready and open to collaboration, and I was super passionate about that opportunity. The timing was right and it was a fantastic job and amazing experience.  Then I was given another opportunity to help build a new initiative with ConnectWise integration platform and developer community. But, to be honest, I’ve missed the opportunity to work hands on with MSPs, helping them connect the dots, network learn from each other, and transform their businesses.

“I promised myself I’d look for an opportunity which would again ignite my passion for building community in the IT Solution Provider space. When Tommy Wald joined Xcellerate in the CEO role it caught my attention immediately. I’ve loved working with Tommy in the past and the whole Xcellerate vision is very exciting.

“Xcellerate has the right strategy at the right time, not just for me, but for the MSP market. I love to build things and get in on the ground floor – and this is a particularly exciting opportunity to join with a team of really experienced creative thinkers and build something which MSPs need and which has never been done before.”

Q: Customer Experience Officer – CXO – is an intriguing title in the context of Xcellerate. Can you explain how your new role fits with that title?

A: “Well, the single most important and most durable quality shared by all successful MSPs, and really any service organization, is their ability to deliver a great customer experience. There are many elements that all come together for MSP’s to create a great customer experience: service responsiveness, trust built up over time, the ability to be positioned as a true trusted advisor and create a service offering that actually solves business challenges versus simply just  satisfying a set of technical requirements. My role is to not only manage the Xcellerate delivery of services that come together to help our Members and Partners deliver a great customer experience, but also to build and nurture a collaborative community when Members and Partners can share experiences, knowledge and insights.

The Xcellerate community will be more of a family than just a peer group. It’s not just about improving sales or being more efficient, it’s about helping MSPs get deeper creative and emotional satisfaction from building a better workplace, making more of a difference to their customers businesses, and doing that with the support, collaboration and shared energy of the whole Xcellerate community.

So the way I see it, my job is all about creating a great customer experience, first for our Members and Partners in building their relationship with Xcellerate and the Xcellerate Member and Partner community, and then in helping them, in turn, deliver a great customer experience for their own customers.”

Q: You said that what Xcellerate is doing has not been done before. Can you expand on that?

A: “There’s a robust network of great people out there offering coaching, services, or technologies that address parts of what MSPs need to really ramp up their businesses. But there’s nobody out there offering such a complete solution.

With Xcellerate there’s a neat combination of coaching – based on a proven methodology, with a community, coupled with a very technical approach to standardization, automation, optimization. It’s a layered, multidimensional approach, more than just simply providing best practice content. But, really, the one thing about Xcellerate that makes me excited is the whole idea about building a road and going on a journey with each member and partner.

There’s nobody else out there who can say ‘When you’re ready to step up Xcellerate has your back. We’ll be with you every step of the way, walking in your shoes, connecting you with a highly supportive Xcellerate family network, and helping you with all the tools and systems you need to achieve your goals’. That is a powerful thing and I am hugely excited and challenged to really start making that happen. It’s going to be a great ride.”

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