eSmart Systems Elevates Customer Experience and Delivery Capabilities with Two New Customer Success Leaders
eSmart Systems, the energy industry’s leader in AI-based grid inspection and grid maintenance planning software, has added two new customer success leaders to capitalize on recent growth and continue delivering world class AI-enabled inspection programs with its utility partners. The new executives, Douglas Coene and David Anthony, join eSmart Systems with tremendous skills and experiences to strengthen eSmart’s delivery capabilities throughout Europe and North America.
A greater emphasis on the value for the customer
Douglas Coene will lead the European Customer Success group. Douglas joins eSmart Systems building on nearly 25 years of experience within energy industry digitalization, having previously worked for Accenture, EY, OSIsoft, and in smaller niche consulting companies in projects all over the world. He has a degree in Engineering from McMaster University in Canada, and an MBA from HEC Montréal (Canada)/Warwick Business School (UK).
“I’ve spent most of my career acting as the bridge between the functionality and value the customer is after, and what software and projects can reliably deliver, challenging both sides to push the limits on their expectations and commitments to create innovative solutions. The chance to work for eSmart Systems, where we are at the forefront of real, value-added digitalization of the energy industry, was a natural move for me, and I am truly excited to help build on our success", said Douglas Coene.
A dynamic client-centric approach
As Vice President of Customer Success for North America, David Anthony brings to eSmart Systems a thoughtful and dynamic client-centric approach. David believes strongly in building robust, principled, and smart solutions for customers, and has a unique set of skills to make this happen. He joins eSmart Systems building on 25+ years of customer operations experience. He has held a myriad of positions in technology startups across multiple industries, including North American utilities. David previously worked for Tendril (now Uplight), Sapient Corporation (now Publicis), LogRhythm, Inc, and many other companies around the globe. He has a degree in Nuclear Engineering from the Georgia Institute of Technology.
“I've enjoyed the last 25+ years helping small startups delight their customers and then grow with those customers toward their combined potential. When looking for my next startup, I looked first for smart, focused, driven, and growing teams looking to make a difference for their customers. Such teams only need to have the core of a great product which meets a changing market need. eSmart Systems met all the criteria. It was almost too good to be true. I am excited to join the team to help our customers, our company, and our people sustainably grow", said David Anthony.
On-going client support through global changes
The year 2020 has presented many challenges for how companies support and engage with their customers, with safe and contactless operations a top priority. In immediate response to the global situation, eSmart Systems keeps developing new strategies and giving continuous support to utilities around the world. One of the goals for the Customer Success team is to ensure their customers are realizing maximum business value during the adoption of our products, no matter what the situation is.
"As we continue to bring on more and larger customers, we seek to understand our customer needs even more and adapt to them, so the addition of Douglas and David is key to keep building a high-performing Customer Success team that can satisfy all of our clients' needs", said Henrik Bache, Chief Commercial Officer at eSmart Systems.