Company: SquareTrade, San Francisco, CA
Entry Submitted By: Frank PR
Company Description: SquareTrade is a top-rated protection plan trusted by millions of happy customers. The company sets itself apart by using innovative technology to deliver a zero hassle claims process and offers plans for mobile devices, laptops and tablets, and other consumer electronics and appliances.
Nomination Category: Management Awards Categories
Nomination Sub Category: Maverick of the Year - Consumer Services Industries

Nomination Title: Steve Abernethy, CEO

Tell the story about what this nominee achieved since January 1 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Before SquareTrade, “warranty” was just another bad word. The only thing worse than the flimsy protection the old school warranty companies offered was the awful customer service. Their entire business model was built on breakage—making it very difficult to make good on a claim. In 2006, Steve thought it was time to move things forward and modernize the warranty business. He decided to offer people protection that covers the breaks, spills and mishaps of everyday life, and treat customers like they’d want to be treated. Today, SquareTrade is known for its hassle-free claims process: claims receive free express shipping, email notifications are sent every step of the way, and most repairs and payouts are made within a day. Customers have the ability to manage their claims whichever way is convenient—online, in writing or on the phone—and to transfer their protection plan or cancel it at any time for any reason.

SquareTrade has earned its reputation via Steve’s vision of turning frustrating experiences caused by accidents and device disappointments into unexpected, positive encounters. Steve personally built a culture of customer obsession at SquareTrade, overseeing policies and technical platforms designed to delight consumers at every touch point. He is even known to personally deliver replacement handsets to San Fran residence! His leadership directly led to the company luring senior talent away from Expedia, Hotwire, Amazon and GeekSquad as well as attracting $238 million funding in the largest single raise of 2012.

Through his vision and leadership, Steve grew SquareTrade by 90% in 2012, doubling its employee base and fueling international expansion by adding Tesco and Asda—two of the UK’s largest retailers—to a list of retail partners that includes Amazon, Costco, eBay and Sam’s Club.

Steve continues to actively shape company culture, as exemplified by his involvement in SquareTrade’s new offices. Steve's background includes a multi-year stint as an architectural engineer for Arup, an international building design firm. Steve continues to tap his love of architecture and last year not only designed and moved into his own home, but also oversaw the design of SquareTrade’s new 54,000 square foot HQ.

According to Steve, "an inspiring workspace is critical for collaboration, creative thinking and having fun: we've designed our new offices with that in mind. With our customer care experts sitting with engineers and product development on one side, and marketing on the other, our new space gives all employees a 360-degree view of the customer. We are a customer-obsessed company and our new office space is an extension of that ethos.”

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Provide a brief (up to 125 words) biography about the nominee:

As SquareTrade's CEO, Steve was selected as one of the World Economic Forum's 100 Technology Pioneers. Steve was also awarded the prestigious Outstanding Practical Achievement Award by the CPR Institute for Dispute Resolution for SquareTrade's efforts.

Prior to co-founding SquareTrade, Steve was a management consultant at McKinsey, working with Fortune 100 financial institutions and media companies. Prior to his work at McKinsey, Steve managed the design and construction of several prominent buildings in Europe, the U.S. and Asia for Arup, a prestigious European architectural engineering firm. Steve earned his MBA from Harvard Business School and holds a BS in Architectural Engineering from California Polytechnic University.