Georges Arnaout, Ph.D.


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About me

Internationally minded leader with passion for start-ups and customer success. Extensive experience building and scaling customer facing teams driving positive business outcomes across the entire customer lifecycle - acquisition, on-boarding, adoption, expansion, and retention.

Highlights: • Experience with building and scaling global teams (EMEA, APAC, and AMER) • Experience with developing High Touch / white glove treatment programs for Enterprise Customers • Experience with developing Tech Touch / automated programs for Commercial Customers (1:many) • Track record in maintaining customer net retention consistently over 136% and gross churn below 2% • Experience with developing data-driven systems leveraging data science and analytics for better strategic decision making Specialties: • Customer Success Management (Channel & Direct) • Customer Experience • Customer Development and Acquisition • Customer Adoption, Retention, and Expansion • Customer Advocacy/Technical Advising • Operations Management • Team Building & Mentoring • Training & Staff Development • Escalations Management • Entrepreneurship • Enterprise Customers and MSPs • Commercial and SMBs • Business strategy & analytics • Customer Healthscoring • Solution Sales (SaaS) • Services and Solution Delivery • Simulation Modeling (ABM, Discrete Event, System Dynamics) • Public speaking

Education:

Ph.D. - Engineering Management and Systems Engineering Conc: Modeling and Simulation - 2011, Old Dominion University, VA
M.S., Computer Science - 2008, Old Dominion University, VA
B.S. Computer Science (Management Information Systems) - 2006, University of Balamand, Kalhat (Lebanon)

Research Interests:

Customer Success / Partner Success
Modeling and Simulation - ABM and Discrete Event (transportation, robotics, and human behavior)
Intelligent Transportation Systems, Cooperative Adaptive Cruise Control
Cloud Analytics / Cloud Optimization / Cloud ITSM

Biography

Dr. Arnaout received his Ph.D. in Engineering Management (concentration on simulation) at Old Dominion University, Norfolk, VA. Passionate about joining early stage startups, Georges joined Kiva Systems (now Amazon Robotics) as part of their Client Solutions team in 2011. Kiva was later acquired by Amazon and rebranded to Amazon Robotics in 2015. After the acquisition, Georges joined a new startup called Cloudhealth Technologies that was pioneering Cloud Management industry. In his recent role as the Vice President of Customer Success, Georges is leveraging his technical expertise and customer obsession to ensure customer success is data driven and delivered with heavy focus on customer outcome and customer experience.

Research Projects

F.A.S.T.

Flexible Adaptive Simulator of Traffic.

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LoCode

LoCode is a geographic coding scheme that converts latitudinal and longitudinal coordinates into an eight digit code (e.g. T8R5-RTJU) for a particular region of the world.

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University Maps

Micro-navigation in large universities using Android platform.

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Awards

Alumni Association Scholarship (alumnus) - Georges M. Arnaout, Ph.D. Systems Engineering and Engineering Management (2009-2010) [$1500]

Dean's Doctoral Fellowship Award - Batten College of Engineering and Technology - Georges M. Arnaout, Ph.D. Systems Engineering and Engineering Management (2009-2010) [$20,000 + Tuition Waiver]

Dean's Doctoral Fellowship Award - Batten College of Engineering and Technology - Georges M. Arnaout, Ph.D. Systems Engineering and Engineering Management (2010-2011) [$20,000 + Tuition Waiver] - Renewed

Journal Papers

Arnaout, Georges, Arnaout, J-P (2014) "Exploring the effects of Cooperative Adaptive Cruise Control on Highway traffic flow", Transportation Planning and Technology (gTPT) Volume 37, Issue 2

Arnaout, Georges, Arbabi, Hadi , Bowling, Shannon, “Effective Cooperative Adaptive Cruise Control algorithm for Intelligent Transportation Systems", International Journal of Robotics and Automation, Volume 30, Issue 3, 2015

Arnaout, Georges, Bowling, Shannon (2011) "Towards Reducing Traffic Congestion using Cooperative Adaptive Cruise Control on a Freeway with a Ramp", Journal of Industrial Engineering and Management, Volume 4, No 4

Arnaout, Georges, Bowling, Shannon, (2014) "A Progressive Deployment Strategy for Cooperative Adaptive Cruise Control to Improve Traffic Dynamics", International Journal of Automation and Computing , Volume 11, Issue 1

Arnaout, J-P., and Arnaout, G. Simulation and Optimization of Ant Colony Optimization Algorithm for the Euclidean location-allocation problem with Stochastic Demand, Journal of Industrial and Management Optimization, Under Review

Customer Success Presentations

  • Partner Success Presentation at CloudLive with Nick Mehta from Gainsight (2019)
  • Gainsight Pulse 2018 - Healthscore Evolved
  • Partner Customer Success Trends & Lessons Learned (CloudLive 2020)

    • Conference Papers

    Harris Wu, Georges M. Arnaout, “A Web 2.0 Case Tool Supporting Packaged Software Implementation”, CEIS 2008: Barcelona, Spain (published)

    Harris Wu, Georges M. Arnaout, Zubair, Maly, “Exploring Historical Image Collections with Collaborative Faceted Classification”, Digital Humanities 08 Oulu, Finland (published)

    Georges M. Arnaout, Shannon Bowling, “An Agent –based Model for Reducing Illegal Immigration on the US-Mexican Borders” Virginia Council of Graduate Schools, Fourth Annual Graduate Student Research Forum, Library of VA, Richmond, VA. (poster) p.24, February 2009

    Georges M. Arnaout, Shannon Bowling, “Validating a Social Science Theory using Agent-based Approach” Proceedings of the Modeling, Simulation and Gaming student Capstone conference VMASC (Suffolk, VA) April 9th 2009 (published)

    Georges M. Arnaout, Shannon Bowling, “Improving Customer Waiting Time at a DMV Center Using Discrete-Event Simulation” MODSIM World 2009 NASA Conference (Virginia Beach, VA) (published)

    Georges M. Arnaout, Shannon Bowling “LoCode-A Micro-Navigation Tool using Google Maps and Google Android” Graduate Research Conference 2010, Old Dominion University, Norfolk VA (published)

    Elkin Rodriguez-Velasquez, Georges M. Arnaout, Ghaith Rabadi, Ph.D. and Rami Musa, Ph.D. “Modeling Cross-Dock Networks with Time Constraints using Simulation” Proceedings of the 2010 IEEE Systems and Information Engineering Design Symposium University of Virginia - Charlottesville, Virginia USA (Published)

    Georges M. Arnaout, Mahmoud T. Khasawneh, Jun Zhang, Shannon R. Bowling, Ph.D. “An IntelliDrive Application for Reducing Traffic Congestions using Agent-Based approach” Proceedings of the 2010 IEEE Systems and Information Engineering Design Symposium University of Virginia - Charlottesville, Virginia USA (published)

    Georges Arnaout, Elkin Rodriguez-Velasquez, Ghaith Rabadi, Rami Musa “Modeling Cross-Docking Operations using Discrete Event Simulation” 6th International Workshop on Enterprise & Organizational Modeling and Simulation (EOMAS 2010) June 7-8, 2010, Hammamet, Tunisia (published)

    Georges M. Arnaout, Shannon Bowling “Reducing Traffic Congestions by introducing CACC-vehicles on a multi-lane highway using Agent-Based approach” MODSIM World 2010 Conference (Hampton, VA) (published)

    Fadi Ayoub, Georges M. Arnaout “Reducing US Oil Dependence using Simulation” MODSIM World 2010 Conference (Hampton, VA) (published)

    Service To Discipline

    Technical reviewer for conference proceedings

    EOMAS 2011 : 7th International Workshop on Enterprise & Organizational Modeling and Simulation

    Technical reviewer for journal publications

    "A solution for urban road selection and construction problem using simulation and goal programming - Case study of the City Isfahan" for Journal of Advanced Transportation

    Intelligent Transportation System Real Time Traffic Speed Prediction with Minimal Data (Journal of Industrial Engineering and Management)

    Passenger share research of different transport modes based on the travel behavior analysis (Journal of Industrial Engineering and Management)

    Road Matrix navigation system for intelligent vehicles (Journal of Advanced Transportation)

    A Genetic Algorithm Optimized Fuzzy Logic Controller to Avoid Rear-end Collisions (Journal of Advanced Transportation)

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