Chris Blue Email & Phone Number

Texas, United States

Kirkland, Wa, Us

Hired to create Tanium's Global Support strategy and build a team to execute on it. Responsible for all aspects of staffing, enablement, tooling/processes and expanding Tanium's 1T1F Culture. Result is a global team in seven countries with over 180 employees including support technicians, Escalation Engineers and a regional leadership team to drive a best-in-class support experience for over 1400 customers and partners around the world. We do Support differently by swarming customer issues, utilizing a world-class enablement program and consistently helping employees grow their career at Tanium. Built centers in Australia, Japan, Poland, Singapore, UK and the US. Current expansion is going on in every region. Customers love Tanium's Support with world class NPS scores and 94+ CSAT Scores.

Westlake, Texas, Us

Leader responsible for creating a global Customer Success delivery capability for ECI. At its core, ECI is a growth company that wants to constantly evaluate and improve our customers' experience. Key Deliverables:1. Built a CS offering and financial model to ensure clients can expect consistent delivery over time.2. Create a culture of understanding the Value Customer Success brings to our Customers and ECI.3. Tools and Automation that allow CSMs to focus on clients and not manual processes. 4. Help ECI communicate the work being done to help clients grow and be profitable.

San Jose, California, Us

Direct the Premium Support and Customer Success Management teams for the Americas. Support over 700 strategic accounts with the latest cyber security solutions. Manage 100 team members, a budget of $12M and annual revenue of $45M.• Developed the strategy and implemented a new Global Customer Success organization by standardizing global delivering, creating processes/templates and automating day-to-day activities using Gainsight.• Increased Customer Success revenue by $2M within six months by developing and delivering training for new offerings and driving Value conversations with clients and Sales. • Introduced a Premier and Enhanced Success offerings that include all elements of post sale account management: professional services, training and premium support services. • Improved NPS by standardizing processes, improving partnerships with field engineers and establishing KPIs to measure client outcomes. • Perform client business reviews resulting in increased awareness and partnership to achieve joint success driving a consistent increase in client purchases. • Support an expanding client base including finance, retail, federal, DoD, and healthcare clientele. • Optimized the overall operations model increasing automation and enabling client growth year over year. • Continuously improve the engagement model and drive value to the customer. • Designed and developed professional career ladders enabling staff growth and advancement.

San Jose, California, Us

Led the Premium Support division responsible for over 600 strategic accounts (Primarily Fortune 500) in North America. Managed technical support and client relationships with a staff of 150 team members, budget of $16M and revenues of $42M. • Increased bottom line with supplemental premium service revenue of $40M by continuing to develop SaaS Account Managers, Support Account Managers and Call Center product specialists. • Increased client base by consistently improving customer satisfaction and operational delivery. • Gained recognition as a data driven executive and improved partnership with sales and engineering teams by consistently addressing global issues with successful action plans for recovery. • Held regular face-to-face customer meetings ensuring quality support and to assist in the closing of multiple multi-million dollar contract sales. • Awarded McAfee’s highest honors: Friend of Sales 2012, McAfee Club 2013 and Vanguard Award 2015.

Munich, Bavaria, De

Responsible for the services delivered in the Western United states including implementation, maintenance, and professional services. Scope of role includes customer management, team leadership, financial, and managing outsourced service Delivery

Munich, Bavaria, De

Manage all remote technical support services for North America. Part of Global Leadership team restructuring complete service delivery model. Extensive international experience in Central and Eastern Europe. The Support Center provides high level technical support to partners and direct customer base. Additional services include high-touch customer management, product development prioritization, and Network Operations Center monitoring.

Morristown, New Jersey, Us

Promoted to direct a team of 80 individuals responsible for the installation and repair of all Avaya products in Texas/Oklahoma/ Arkansas. Business consisted of $54 million in annual service contracts and $6 million in implementation revenue. Accountable for all facets of business including customer relationships, profitability on a revenue and cost control basis, workforce size and compensation, real estate, union interaction, and fleet of vehicles.

Bs, History

Mba, Business Management

Master Of Education, Educational Leadership And Administration, General