Ken McLoughlin
A thirty-year CEO and entrepreneurial operator, available on demand for project work. Strategic or operational, and I stay with the work through execution.
When people call me
- Something important keeps slipping because nobody owns it.
- The deadline is not moving and your team is already full.
- You are going after something bigger than ever before.
- The board wants a business case. Nobody inside has built one.
- The implementation is three months late.
- Your biggest account is wobbling.
- A deal you cannot lose is in play.
- Your VP left. The search will take five months.
- A new service or capability has to get built.
- Two teams have to become one operation after an acquisition.
Not an exhaustive list. If your situation is close to one of these, it is still worth a conversation.
Capabilities
Entrepreneurial & Executive Leadership
I built companies and was accountable for innovation, performance and the P&L.
Scaled two companies I founded to 140+ and 40+ people, with service models extending across client teams of 500+ and end-user communities above 10,000.
Innovation & Process Engineering
Taking complicated work apart, redesigning it, and making it perform.
Built cloud workflow, ticketing and analytics platforms a decade before the market offered them.
Customer Success Operations
The complete function, strategy through execution.
Delivered NPS above 70 and CSAT 37% above industry across 34 million customer interactions.
Solution Engineering & Complex Sales
From framing the offer to keeping the account after it is signed.
76% win rate on complex, business-case-driven proposals.
Culture & Organizational Leadership
Turning vision, mission and values into how people actually work.
Achieved a 35% internal promotion rate, 8.9/10 employee satisfaction, 41% lower turnover and zero legal disputes in two decades.
Track record
I built and ran two companies over thirty years. We designed, sold and ran complex customer and back-office operations inside major companies.
Being the smaller company meant every client took a risk choosing us. Nobody gets fired for hiring the biggest name in the market, so we had to out-innovate them, show people the operation behind the promise, and then be right.
I designed many of those solutions, sold them myself, and stayed involved as the senior contact afterward. More than once, the client then asked us to help build the same capabilities inside their own company.
Clients have included Walmart, Hasbro, Thermo Fisher, TaylorMade Golf, Callaway Golf, Costco, the NFL, Habitat for Humanity and Hitachi Consulting.
Best Places to Work · Gold Stevie Award, Customer Service Team of the Year · Inc. 5000 · WorldBlu Certified
How to start
One short conversation.
Tell me what is at stake and when it has to be done. If I am not the right person for it, I will say so directly and point you somewhere better if I can.
Engagements are scoped in advance and end when the objective is met.
This is project work. I am not looking for a job.