Andy Baker Email & Phone Number

Texas, United States

Dallas-Fort Worth Metroplex

Defined and executed strategy to support growth and efficiency savings across Customer Success. Secured approval and budget from CEO, CFO, CCO, and General Managers to transform customer success organization.✔ Implemented Customer Success Portal – Developed and launched a unified self-service portal, supporting 1 million visits and 25 thousand support cases per month. Customer Journey seamlessly guided new SMB customers to Meaningful Active Use within 90 days.✔ Raised Deflection from 2.5 to 7% – Introduced innovative multi-level deflection strategy leveraging unified search, chatbot, Generative AI to maximize self-service opportunities and reduce operational costs.✔ Orchestrated $45M Education BPO – Spearheaded a strategic shift to high-value product investments by outsourcing Citrix Education. Responsible for partner selection, contract negotiations, and handover process.✔ Launched Partner Services Program – Developed partner-led SMB post-sales program that enabled Citrix Customer Success to concentrate on retaining and expanding enterprise accounts.

Dallas-Fort Worth Metroplex

Responsible for initiatives to increase customer satisfaction and drive efficiency across Technical Support. Managed third line of Technical Support accountable for the most complex and demanding cases often requiring development effort, cross-team collaboration, and efforts to retain frustrated customers.✔ Expanded Knowledgebase by 50% – Empowered customers to resolve issues by overhauling KCS program by introducing new training, coaching, OKR, and reward programs for support engineers.✔ Decreased Escalation by 30% – Enabled engineering teams to focus on product development by proactively sharing issues, developing root cause analysis tools, and improving training program.✔ Reduced Time to Resolve by 15% - Added ChatGPT to Salesforce to provide engineers with next best action recommendations based on case notes, previous case resolutions, and KCS articles.✔ Integrated Wrike Customer Success – Led integration of Wrike CS following $2.25B acquisition.

Dallas, Texas, United States

Responsible for Consulting initiatives to improve adoption, drive efficiency, and increase customer adoption.✔ Boosted Utilization from 50 to 70% – Transformed services into a profit center by centralizing job descriptions, service catalogs, operations, training, and management across global consulting teams. ✔ Developed Remote Consulting – Established remote consulting team in India, specializing in installations, upgrades, migrations, and emerging technologies, allowing regional consultants to focus on strategic customer oversight.✔ Cut Project Scheduling Time by 50% – Introduced automated scheduling tool to improve efficiency.

Dallas-Fort Worth Metroplex

Led team of 40 subject manager experts (SME), instructional designers, and operations staff tasked with modernizing $45M Citrix and NetScaler education portfolio.✔ Increased NPS by 60 Points to 82 – Leveraged data-driven insights to develop a two-year strategic roadmap that launched a new eLearning catalog, digital badging, and certification program.✔ Cut Development Time by 50% – Implemented a streamlined development process that included parallel workflows, modular content design, standardized templates, and a consistent lab environment.✔ Reduced Hosting Costs by 80% – Migrated the lab environment from bare metal servers to Microsoft Azure, reducing provisioning time from days to minutes and enabling expanded training capabilities.

Bethesda, Maryland, United States

Disseminated best practices, architectural guidance, real-world experience, and industry insights to consultants, partners, and customers worldwide. Provided technical oversight for strategic global customers.✔ Drove Adoption During SaaS Transition – Developed new service offerings, tools, whitepapers, presentations, reference architectures, and blog posts to share best practices and field insights.✔ Key Member of $92M Acquisition Team – Led services assessment during acquisition of AppDNA, that renewed sales momentum by resolving application migration challenges.✔ Formed Strategic Industry Partnerships – Boosted Citrix license sales by establishing strategic partnerships with IBM, Dell, HP, and NetApp that integrated software, hardware, and services into verified easy-to-purchase solutions.

London, Uk

Directed high-profile transformation projects across wide range of verticals and countries. Consistently delivered complex customer projects on time and under budget while exceeding customer satisfaction expectations.✔ Led High-Profile Projects – Facilitated £2bn outsourcing initiative for the BBC, enabling a focus on their new streaming service. Project received close attention from Government and media.✔ Innovative Ground-Breaking Design – Created a 105K user virtual workspace design for UK’s Department for Work & Pensions using an innovative pod design, marking largest Citrix project globally.✔ Extensive Cross-Vertical Expertise – Designed and implemented mission critical systems with robust security and multiple levels of redundancy across various industries, including finance (Dexia Bank), government (Ministry of Defense), legal (Clifford Chance), healthcare (National Health Service), education (Institute of Applied Technology), communications (Etisalat), media (Reuters), energy (Devon Energy), manufacturing (GE), retail (Tesco), and transportation (Transport for London).

Uxbridge, United Kingdom

Provided customer-facing technical expertise for enterprise software on large outsourced accounts and consulting projects.✔ Enterprise Project Delivery – Designed and implemented virtual desktop infrastructure for the National College for School Leadership (NCSL), Royal British Legion (RBL), University Hospital Wales, and Lord Chancellors Office, facilitating remote access capabilities, and reducing costs.✔ Complex Environment Administration - Administered complex and high-profile environments, including Railtrack’s Active Directory and Exchange infrastructure, and University of West of England’s virtual desktop infrastructure, enabling these organizations to focus on their core business operations.