Charley Dublin Email & Phone Number

New York, NY, US

Cradle to grave customer service and support

Providing data science consulting services for B2B firms.

New York, US

• Led global Revenue Operations team, achieving over $3m in cost savings and enhancing sales efficiency.
• Streamlined deal approval process, reducing times by 91% and boosting same-day approvals to 61%.
• Developed revenue forecasting model adopted by leadership, improving business management.
• Enhanced data quality through governance and cleanup, utilizing a dedicated data research team in Macedonia that produced high quality research and prospecting leads.
• Optimized RevOps systems and launched a partner portal, improving Salesforce and Zuora usability.
• Mentored junior team members, significantly improving team productivity and morale.Introduced predictive analytics, elevating strategic decisions.

New York, US

• Led global CSM team, supporting 3000 customers in Publisher and Broadcaster segments.
• Reduced costs by $2M through establishing a Center of Excellence in Macedonia, moving 1000 accounts within 6 months.
• Enhanced customer engagement with new QBR processes and executive sponsorship program.
• Implemented customer tiering and staffing models, optimizing geographic and industry needs.
• Launched standard pricing to streamline small customers, cutting service costs.
• Guided 20% of the team through performance challenges, retaining half as successful members.

Boston, MA, US

• Managed $210m+ ARR portfolio, surpassing 2021 financial targets by achieving 103% revenue plan.
• Drove $150m acquisition of Widen, a Digital Asset Management company, in partnership with Vista.
• Grew Content Delivery Network (CDN) partner reseller revenue >20% YoY.
• Aligned business strategy with leadership to transition Drupal-based product portfolio into the DXP space successfully.
• Successfully launched China Managed Service via partner.
• Collaborated with GTM functions, boosting win rates against competitors from <25% to nearly 60%.

Talon Holdings is a parent company of 11 diverse businesses in the defense, retail, real-estate, technology, and film production / service sectors. These businesses operate in the US, Iraq, and Norway currently. Responsibilities included overhauling the capital and operating structures of the businesses to position each for financial viability.

Cambridge, MA, US

• Akamai Technologies is the world’s leading content delivery network (CDN), serving 20-30% of all Internet traffic globally. Akamai has ~7500 employees across 40+ locations around the world and a market capitalization.
• Concurrent with VP of Global Product Operations, led corporate wide effort to overhaul Akamai’s customer buying experience, to support Akamai’s evolving go-to-market model. Team was comprised of 100+ product.
• Defined end-to-end customer experience in the buying process and established new operating structures internally to support this experience across Marketing, Sales, Pre-Sales, Services, Products, Finance, Legal, and.
• Created self-service online commerce and grew online revenue to $15M+, growing 50%+ YoY.
• Drove automation to scale internal cost centers for order processing and contract management. This involved improving order automation from 0% to ~25% in two years, and a path to >50% in 2019

Cambridge, MA, US

• Selected by Akamai’s EVP of Product Development Group (PDG) to establish the first global product innovation process across a newly formed product organization of 2500+ people, aligned to multiple business lines in 15+.
• Drove the definition, launch, and implementation of “PACE” (Product Agility, Consistency, and Excellence) process across Akamai within five months and achieved full adoption within 18 months.
• Established operational and governance infrastructure to support the PACE process, integrating waterfall and agile development methods to produce reliable roadmaps to Akamai field and partner organizations. Enabled.
• Established Program Management Office (PMO) that drove multiple strategic partner integrations and multiple large-scale cross-functional efforts successfully. Partners included AT&T, Verizon, and IBM.
• Established data science and analytics function that utilized statistical methods and analytical models to improve decision making in the areas of product packaging and pricing.
• Responsible for global market expansion in EMEA and APJ. This involved the development of business cases to support business growth requirements, managing the market opening process, and establishing ongoing oversight.

Cambridge, MA, US

• Selected by Akamai’s President to transform legacy business-to-business portal and to improve the organizational performance of its engineering team. Managed team of ~150 people globally and $30M+ budget.
• Successfully achieved first major launch within nine months to 30,000+ users across 4,000 global customers and over 100 partners. This was the first successful launch since 2005, after several prior failed efforts.
• Restructured the entire engineering management team and overhauled its end-to-end development model, improving launches from two to three times per year to every five weeks consistently.
• Established engineering teams in Krakow, Poland and Bangalore, India to expand the talent base and drive cost efficiencies. Achieved the lowest cost per employee in PDG.
• Successfully launched multiple market leading self-service capabilities, including “Property Manager”, the market leading product configuration solution. This technology was adopted by 1,200 customers and 5,500+.
• Built user experience design (UXD) team that produced advanced data visualizations and innovative user-centric designs.

Cambridge, MA, US

• Based in Zurich, developed Akamai’s global services leadership structure and operational model expansion in over 30 markets around the world. Grew international services revenue from $4M to $23M. Established management.

Cambridge, MA, US

• Developed three-year strategy and aligned senior executive team on the value of monetizing Professional Services and offering customers a differentiated services model. Grew services revenue to $33M and margins to.

Cambridge, MA, US

Manager / Senior Manager, Integration Services, Public Sector (2002 – 2005) Senior / Lead Integration Consultant (2000 – 2002)

Dublin 2, IE

• Accenture is multinational professional services company that provides services and solutions in strategy, consulting, digital, technology and operations. It has 400,000+ employees and has a market capitalization of.
• Roles included: Technical / Lead Consultant for clients in the telecommunications space.

• Deloitte is a multinational professional services network with 280,000+ employees and $43 billion in revenue in 2018.
• Roles included: Programmer Analyst / Senior Programmer Analyst for clients in manufacturing and retail.

Master Of Business Administration (Mba), Global Operations

Bs, Accounting And Information Systems