Description
VP of Customer Solutions & Success 20+ years of success spearheading all aspects of professional services, consulting, customer success, and support services within high-tech and security industries. Accomplished and dynamic professional with stellar record of devising and executing best-in-class and goals-driven strategies to enhance service resources for maximum corporate growth and success, while focusing on securing top levels of customer satisfaction. Strategic leader with credible history of building and leading teams for accomplishing defined goals and establishing strategic alliances with key partners to boost revenue and generate new opportunities. Recognized for developing multinational security maintenance and break / fix services programs along with pricing and sales strategies for various companies. Qualifications and Accomplishments * Built and launched Managed Services GSOCaaS products for remote security operations center optimized SaaS revenue from $0 to $3.2M. * Created Premier Services program for top 50 customers with minimum $1M annual services revenue. * Improved Preventative Maintenance Program to increase customer satisfaction and Service margin. * Directed multi-vendor teams to upgrade Apple's worldwide security system. * Managed and guided staff of 550 Global Services employees that generated $250M+ in revenue. * Grew customer satisfaction by 5% via initiation of eServices. * Elevated 3% Professional Services margin by increasing consultant utilization and reducing sales discount levels. * Increased Professional Services bookings and revenue by 15% and 11% respectively. * Worked with Service, Finance, and Engineering to devise customer on-boarding process with standard operating procedures. * Implemented Strategic Global Alliances program with worldwide technical and sales training sessions and successfully closed company's first deals in Europe, China, South America, Philippines, and Australia. * Founder and early employee of three start-ups. and Accomplishments * Built and launched Managed Services GSOCaaS products for remote security operations center optimized SaaS revenue from $0 to $3.2M. * Created Premier Services program for top 50 customers with minimum $1M annual services revenue. * Improved Preventative Maintenance Program to increase customer satisfaction and Service margin. * Directed multi-vendor teams to upgrade Apple's worldwide security system. * Managed and guided staff of 550 Global Services employees that generated $250M+ in revenue. * Grew customer satisfaction by 5% via initiation of eServices. * Elevated 3% Professional Services margin by increasing consultant utilization and reducing sales discount levels. * Increased Professional Services bookings and revenue by 15% and 11% respectively. * Worked with Service, Finance, and Engineering to devise customer on-boarding process with standard operating procedures. * Implemented Strategic Global Alliances program with worldwide technical and sales training sessions and successfully closed company's first deals in Europe, China, South America, Philippines, and Australia. * Founder and early employee of three start-ups. * Built and launched Managed Services GSOCaaS products for remote security operations center optimized SaaS revenue from $0 to $3.2M. * Created Premier Services program for top 50 customers with minimum $1M annual services revenue. * Improved Preventative Maintenance Program to increase customer satisfaction and Service margin. * Directed multi-vendor teams to upgrade Apple's worldwide security system. * Managed and guided staff of 550 Global Services employees that generated $250M+ in revenue. * Grew customer satisfaction by 5% via initiation of eServices. * Elevated 3% Professional Services margin by increasing consultant utilization and reducing sales discount levels. * Increased Professional Services bookings and revenue by 15% and 11% respectively. * Worked with Service, Finance, and Engineering to devise customer on-boarding process with standard operating procedures. * Implemented Strategic Global Alliances program with worldwide technical and sales training sessions and successfully closed company's first deals in Europe, China, South America, Philippines, and Australia. * Founder and early employee of three start-ups.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Northland Controls Inc. | President | 10/2010 - 9/2020 |
| Sgi, Inc. | Vp, Global Professional Services | 3/2010 - 7/2010 |
| Vidient Systems, Inc. | Vp, Services | 10/2005 - 3/2010 |
| Aspect Communications | Vp, Global Services Management | 10/2005 - 10/2005 |
Accomplishments
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