Jan 2025 – Dec 2025 · 11 mos

• Work with c-suite leaders to help them realize high impact improvements resulting from unlocking key under-exploited Customer Value areas which are achieved by leveraging extensive Customer Journey insights, hyper-personalization design, Customer Relationship platforms and data expertise, and generative AI.

Dec 2023 – Jan 2025 · 1 yr 1 mo

• Lead Concentrix's global Customer Experience-focused technology and services business and the emerging Practices team. Responsible for helping many of the world's most successful brands realize value by bringing relevant Advisory, Design, Engineering, Data, Security, and Consulting expertise and assets to create high impact CX and Enterprise solutions. Also responsible for the strategy and business results for Concentrix's emerging and high growth specialty business services.

Feb 2014 – Dec 2023 · 9 yrs 10 mos

• Led global sales and account management responsibilities for Concentrix, a Global Customer Experience (CX) Services and Technology providing support to the world’s best brands. Responsible for driving profitable revenue growth in markets in 40 countries and 6 continents through the development of new clients and through business expansion with the existing clients. Led the business expansion from $200M to nearly $10B annually by driving successful new client acquisition programs, by rapidly expanding services with Concentrix’s top existing clients, and through the successful integration of multiple acquisitions. Significantly expanded the portfolio of clients to include over 2000 total clients, with over 125 Fortune 500 and over 350 new economy clients and aggressively expanded in emerging markets such as China, Brazil, & India.
• Implemented high performance sales culture and recognition systems, established enhanced account management processes and tools, and championed an innovation-based engagement model for existing accounts and operations. Maintains extensive c-suite client relationships in all regions and industries while maintaining top Executive Sponsor relations with more than 20 global clients. Travel annually to more than 400 global sites across more than 70 countries to meet with clients and staff, to drive sales performance, to improve client relations, to proselytize Concentrix culture, and to help inspire staff. Teams have consistently been recognized among the top organizations in terms of staff satisfaction.

May 2013 – Jan 2014 · 8 mos

• Mr. Rosso was the IBM senior executive leading the Customer Care and Industry Vertical Business Process Outsourcing (BPO) business as it divested from IBM and integrated into the Concentrix company. In this capacity, he managed the divestiture activities of the affected business and worked closely with affected staff and clients to plan and execute a successful integration into Concentrix. These activities included Customer Care BPO sales, account management, operations, IT, finance, development, transactions and the associated change management.

Mar 2011 – Apr 2013 · 2 yrs 1 mo

• Mr. Rosso was the General Manager of IBM’s Technical Support Services unit for the United States. In this role, he was the P&L owner for the $2B business of providing hardware and software remote support services to clients across NA. He lead an experienced team of over 5,000 maintenance professionals providing services 7x24 covering NA and support all IBM hardware and Remote Tech Support for Software and Networking.
• He lead the integrated team with all key functions such as sales, sales support, service planning, pricing, technical support, client support, and account management managed directly by Mr. Rosso . He was successfully able meet and exceed profit goals, identify new sources of market expansion, drive workforce and leadership vitality, and lead continuous transformation of the maintenance operating model

Mar 2005 – Jan 2007 · 1 yr 10 mos

• Responsible for BPO Global Business Development and Sales for clients in the Retail, Consumer Products, Wholesale, Computer Services, and Travel & Transportation industries.

Oct 2001 – Jun 2004 · 2 yrs 8 mos

• Executive responsible for a large portfolio of IT Strategic Outsourcing clients as well as for new sales and business development of ITSO to large US retailers.

Aug 1999 – Aug 2001 · 2 yrs

• Executive responsible for operating IT delivery centers, hosting centers, and client support supporting clients throughout the US. Led team of nearly 6,000.

Jul 1995 – Jul 1999 · 4 yrs

• Project consultant, executive and senior project executive responsible for client account management of long-term IT outsourcing and transformation agreements.

Jan 2007 – Dec 2011 · 4 yrs 11 mos

• Lead Business Development and Sales for IBM's Business Process Outsourcing portfolio in North America. Portfolio includes Finance & Accounting, Human Resources, Indirect Procurement, Customer Care, and Industry Back Office solutions. Collaborate with client senior executives to create high value, long-term partnerships leveraging IBM's Global Delivery Network and IBM's industry leading process expertise and tools.