Joshua Witherspoon
Global CX Success and Operations Professional
Seasoned in Customer Experience with a demonstrated history in shaping and executing global initiatives that elevate customer satisfaction and retention. Skilled in leveraging technology and working seamlessly with cross-functional teams, consistently achieving revenue growth and surpassing SLA benchmarks. Strategically spearheaded the successful launch of an app-based knowledge platform, boosting unit deployment by 2,500. Recognized for converting insights into impactful actions, transforming NPS ratings, and positioning organizations at the pinnacle of customer-centric excellence.
Currently located in the Northern Virginia Area. Open to travel, on-site and hybrid.
Experience
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Mar 2021 – Sep 2023
Global Director of Customer Experience
Managed global customer experience, ensuring seamless training and implementation of AI models. Collaborated with AI engineers for timely updates and testing, leading demonstrations and promoting adoption. Undertook various roles in a startup environment, from logistics to finance collaboration.
Jan 2019 – Mar 2021
Global Director of Customer Experience and Sales
In an innovative startup disrupting industry norms, led global customer experience, technical service, and sales across 37+ countries with a focus on customer-centric support. Defined satisfaction benchmarks, managed key metrics for optimal customer journeys, and marketed medical technology globally. Managed a team of 9 on a $3.5M budget.
Jan 2018 – Jan 2019
Senior Customer Experience Manager
Oversaw the U.S.-based customer service team, ensured compliance by channeling customer needs effectively, and established a company-wide ERP system to monitor business processes in real-time, making swift adjustments as required. Managed 9 individuals and was responsible for a $3M budget.
Jan 2012 – Jan 2018
Customer Experience Manager
Led initiatives to enhance customer experiences, managed a team of 7, and oversaw a budget of $2M. Advocated for customers to deliver consistent value, optimized end-to-end customer support processes, ensured regulatory compliance, and utilized Salesforce to monitor customer interactions and sales metrics.
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Nov 2005 – Aug 2011
Real Estate Agent
Managed large-scale operations, including oversight of a significant budget and the direct supervision of personnel. Initiated and facilitated the inclusion of several major federal banks, expanding business partnerships by over 1500% and increasing property listings by 450.
Results
Devised initiatives to remedy 2500+ unit defects, bolstering SLA adherence, and introduced an app-based platform sparking an extra 5000-unit rollout.
Increased annual revenue by $3.5M and improved NPS by 49% through strategic CX team leadership in service renewals, training, and incremental sales across 220 centers.
Recouped vital SaaS fees of $450K/yr to fund product advancement by revitalizing compliance strategies
Expertise
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Startups
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VOC
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CX
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Leadership
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Cross-Functional
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Sales
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Investments
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Medical Device
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Industrial Products
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Upselling
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Software as a Service (SaaS)
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B2B
Education
Bachelor of Arts (BA)
Political Science &
International Relations
Meet Joshua
Q & A
Why did you choose your profession?
I like to problem solve and I love to learn and help customers get the most out of their journey, having a great relationships with customers is always what I’m reaching to achieve.
Who are your main influences?
My Father, My Highschool Football Coach, My first boss at Ekso Bionics- Bianca Momand, she pushed me to be great and was my biggest advocate!
What is your greatest accomplishment?
My greatest professional accomplishment was being elevated to the position of Global Director of CX, I worked years for this position and I accomplished everything asked of me to achieve.
What are you working on right now?
Breaking 80 in Golf…
What are your long-term goals?
Get into the best position where I can use my skills to help a company thrive, have a great work culture, work life balance and being close to Family.
Which recent projects are you proud of?
Retrofitting 2500 units that shipped from Drover, I had to work 12 hours a day 7 days a week for 3 months straight in multiple locations across the country to finish the project… this was extremely demanding physically and mentally and I was able to finish allowing my company to continue to advance our technology.
Do you live by any piece of advice or motto?
Everything happens for a reason!
What are you passionate about?
Learning about everything I can, especially history. My Family, Traveling, walking new cities. I also love sports, mainly Golf, Football, Waterskiing and staying active.
What behavior or personality trait do you most attribute to your success, and why?
I never give up, I’ll go above and beyond to achieve my goals.
What is the one thing you need to know about your co-workers?
If they are willing to work in a cross-functional team and always think of the customer when working on projects.
Do you have a favorite season?
Summer, I love to be outdoors and love being on the water.
Who inspires you and why?
My parents, I grew up in a very middle class family and they were able to put myself and sister through college, with their income level the odds 2 of their kids would graduate college was below 5 percent, but they sacrificed everything so we could better ourselves.
What life circumstance has most shaped your world view?
9/11, I was a Sophomore in College and this lead me to becoming a poly sci major and this began to shape my view of the world and also drove me to be constantly curious.
If you were an action figure, what accessories would you be sold with?
A golf club, football helmet, waterski, and books!
Interests & Hobbies
Traveling
Golf
Waterskiing
Testimonials
Bianca Momand, VP of Sales, Ekso Bionics
"I worked directly with Josh during his time at Ekso Bionics for close to 7 years. No one cared more about the journey of our customers than Josh. He single handedly developed, coordinated, and improved the Service programs at Ekso which was a collaboration between outside customers and internal stakeholders. He was consistently developing strategies to improve internal processes and reporting. Besides empathy and compassion, his greatest strength is communication, he intuitively understands when to communicate and who to involve in all aspects of troubleshooting and handling challenging situations. He also grew in his management skills during that time, becoming a leader for his team and others. He always chooses to lead by example. He is the type of manager people genuinely want to work hard for, because they know it is appreciated and rewarded when appropriate. We've both moved on to different career journey's, but if there was ever an opportunity to hire Josh again, or work directly with him- he would be my top candidate."
"Josh is one of those rare individuals who can take up just about anything, learn it fast, outperform others, and make everybody love him in the process. One of his super powers is communication, whether it was a patient, a customer, or our key opinion leader, he could figure out exactly what they were asking for and provide them with what they needed while keeping them in the loop at every point along the way."
Nathan Harding, CEO / Co-Founder, Ekso Bionics
"Josh was instrumental in increasing customer satisfaction while at Ekso Bionics, which helped drive conversions of single device customers to multiple device customers. Josh and his team focused on providing value-added services to our highest utilization customers and over a two-year period we increased the percentage of customers with multiple devices from 11% to 33%, contributing over $6 million in revenue."
Greg Davault, CMO, Ekso Bionics