Richard Willard is a seasoned business leader with over 30 years of experience spanning sales, marketing, customer success, business strategy, and process improvement. With a career rooted in both corporate and nonprofit sectors, he has demonstrated a consistent ability to drive operational efficiency, scale customer engagement strategies, and foster business growth. His expertise extends across multiple industries, including technology, home services, automotive, and nonprofit organizations, where he has built a reputation for his strategic acumen and leadership excellence.

Currently serving as the vice president of customer success at Authority Brands, Richard leads initiatives to enhance customer satisfaction, streamline service processes, and drive B2B growth. His tenure at Authority Brands includes serving as director of customer success, where he played a pivotal role in refining sales processes and customer engagement strategies. His leadership has contributed to the company’s strong customer retention rates and operational improvements, making him a key architect in its ongoing success.

Prior to Authority Brands, Richard held executive roles at Franchise Ramp and Modernize, where he was instrumental in optimizing customer success frameworks and strengthening business development efforts. As vice president of customer success at Franchise Ramp, he successfully implemented customer satisfaction initiatives that improved client retention and revenue growth. At Modernize, he held multiple leadership positions, including director of customer success, enterprise sales manager, and director of regional sales and success, where he led sales teams and call center operations while driving B2B expansion.

Beyond the corporate sector, Richard’s diverse background includes academia and nonprofit leadership. He served as an associate professor at Austin Community College and adjunct professor at C.W. Post College, where he taught courses in English and business communications, helping shape the next generation of professionals. His tenure as executive director of Austin Votes highlighted his ability to lead civic engagement initiatives and drive organizational impact.

Richard’s commitment to community service is evident in his decade-long involvement with the HEB Festival of Caring, where he has been an active volunteer dedicated to poverty alleviation efforts. His passion for social causes extends to supporting animal welfare, children’s education, environmental sustainability, human rights, and social services. These experiences reflect his deep-rooted belief in ethical leadership and social responsibility.

His academic background includes a master’s degree in English from LIU Post, studies in Irish literature at St. Patrick’s College Drumcondra, and a bachelor’s degree in business and English from SUNY Oneonta, where he was also an active member of the men’s soccer team. This unique combination of business acumen and literary scholarship has shaped his ability to communicate effectively, think critically, and approach business challenges with both analytical and creative perspectives.

Richard’s professional journey has equipped him with expertise in business development, strategic planning, customer success, and process optimization. His leadership philosophy revolves around fostering strong relationships, improving operational efficiency, and implementing data-driven strategies that yield tangible results. His ability to bridge the gap between strategic vision and execution makes him a valuable asset for companies seeking experienced leadership.

In addition to his extensive experience in corporate leadership, Richard has cultivated a deep understanding of team building, negotiation, and leadership coaching. His ability to mentor and develop high-performing teams has been a defining element of his career, enabling organizations to scale effectively while maintaining a strong customer-centric approach. His leadership style emphasizes collaboration, transparency, and continuous improvement.

Richard is also well-versed in technology-driven business solutions, having leveraged CRM platforms like Salesforce, HubSpot, and Five9 to optimize customer engagement and sales operations. His knowledge of SaaS business models and digital lead generation further strengthens his ability to guide companies through digital transformations and revenue growth strategies.

As he seeks new challenges in board service, Richard is eager to contribute his expertise to companies that align with his values of integrity, strategic growth, and customer-focused innovation. His wealth of experience across multiple industries, combined with his passion for mentorship and social responsibility, positions him as a dynamic and insightful board candidate.

Character:

Richard Willard is a principled leader who upholds integrity, ethical decision-making, and a commitment to social responsibility. His leadership is driven by a strong moral compass, ensuring that both professional and community endeavors are handled with honor and dedication.

Knowledge:

With over 30 years of experience in sales, customer success, business strategy, and process improvement, Richard possesses a deep understanding of what drives business growth and operational efficiency. His expertise spans multiple industries, allowing him to provide valuable insights and guidance to organizations at various stages of development.

Strategic:

Richard has a proven ability to develop and execute data-driven strategies that enhance customer engagement, streamline processes, and drive revenue growth. His experience in leadership roles has equipped him with the skills to align business objectives with sustainable long-term success.

Communication:

As both a corporate executive and former professor, Richard has mastered the ability to convey complex ideas with clarity and impact. His strong communication skills enable him to lead teams effectively, build relationships, and influence business decisions at all levels.