Charly Bun Email & Phone Number

Austin, Texas, United States

Austin, Texas Metropolitan Area

Directed a rapidly growing global team comprised of 120 security advisors and managers dedicated to optimizing customer security programs and maximizing the utilization of managed security services. Served as an escalation point internally and externally, orchestrating effective resolution of complex customer issues. Partnered with executives, sales, customer success, and product teams to exceed revenue and customer retention targets.Areas of focus:* Innovative delivery of Security Solutions* Mentorship* Customer Health and Success* Business Development* Budget and Headcount Planning

Focus on growth and scale of Managed Services within Rapid7. Worked with industry analysts and partners to evangelize Rapid7 products, services and capabilities. Evolved SOC and Customer Security Advisor teams to scale support for hyper growth of the business. Managed the end-to-end financial aspects, encompassing budgeting, forecasting, expense control, and driving overall profitability. Introduced new risk and compliance offerings, expanding the breadth and value of services provided.Areas of focus:* Scale and innovate delivery of Vulnerability Assessment Services and Detection and Response capabilities* Grow Managed Services revenue* Financial Planning and Analysis for Managed line of business* Lead product strategy* Build Customer Health and Success framework for Managed Services

Built and launched new Managed offering at Rapid7 to bolster ARR in preparation for IPO. Expand Rapid7 market share by entering the Managed Services space. Led product incubation for Managed Vulnerability Management, Managed Application Security, and Managed Detection and Response.Areas of focus: * Defining target market for Managed Services at Rapid7* Building capabilities and products to deliver Managed Services to customers* Partnering and enabling Sales on new products for go to market strategy* Define pricing and packaging pursuant to hyper growth of the business* Reduce churn of product only customers via Managed Services capabilities

Developed product and service strategy for go to market approach aligned to company capabilities and customer's needs. Helped with shift from perpetual software sales to subscription revenue with new product offerings such as TAM program and early Managed Vulnerability Management. Improved Enterprise Customer Satisfaction and NPS (CSAT top box from ~50% to ~90% and NPS from ~5 to ~50).

Oversaw global team of 15 Frontline and Backline support engineers. Collaborated closely with engineering, sales and customer success to improve customer service, products and relationships -- launching multiple new products. Led creation of the Technical Account Management group to facilitate differentiated service levels for complex enterprise customers. Onboarded and trained new team members in benchmark performance for new premium support offering.

Led and hired team of technical support professionals fielding telephone calls, web requests and support emails. Optimized strategies for prioritizing and resolving technical issues. Oversaw technical demonstrations and coached personnel on strategies for success. Expanded support team to Los Angeles, CA to prepare operations for global 24/7 coverage. Maintained over 95% top box CSAT and over 50% NPS.

Investigated system-wide issues, located root causes, and initiated deep corrective actions to prevent recurrence. Completed planned and unplanned maintenance procedures such as software upgrades and patches on hosted systems. Handled tickets with remote and on-site support based on nature and complexity of issues. Reproduced and resolved customer issues using internal test environments and reviewing / writing bug fixes. Staged suspected issues using laboratory hardware to facilitate troubleshooting and writing bug fixes.

Company started to support business productivity, from matching the right people with great jobs to custom project solutions and consulting. Used innovative technologies and a passion for people to provide companies with the best experience possible in recruiting and retaining talent, from manufacturing to office administration. (Sold business in 2010)