Chris Mclean Email & Phone Number

San Jose, California, Us

Maxmizing the value our customers derive from Cohesity products and services, ultimately aligning with their unique business objectives. Collaboratively, I work hand-in-hand with sales teams, fostering a strong partnership to identify and seize upsell and cross-sell opportunities, strategically leveraging customer consumption and adoption insights alongside new product offerings, particularly in the realms of Cloud and security. By combining these key elements, we proactively enhance customer experiences and foster sustainable growth for both our clients and Cohesity.Key Accomplishments:► Secured 100% renewal/retention rate and delivered $8+ARR.►Advocated for development of workflows, driving operational efficiency and effectiveness within organization and spearheaded CSM Enablement Plan, enhancing productivity of Customer Success Managers.►Developed key operational improvements, such as Standard Operating Procedures (SOP), New Hire and Strategic Playbooks, Customer Lifecycle frameworks, onboarding processes, and scaled customer engagement model.►Reported quarterly on critical operational metrics about customer experience, analyzing adoption and consumption trends, identifying support and product insights, uncovering renewal opportunities, and assessing End-of-Life (EoL) and End-of-Support (EoS) considerations.

San Jose, Ca, Us

I led and directed Cisco training teams, overseeing their responsibilities in providing exceptional service to third-party maintenance providers and internal customers worldwide under CX. With a hands-on approach, I actively aligned curriculum development with the strategic training roadmap defined by stakeholders, ensuring a seamless integration of training materials for new product introductions (NPIs) and professional enablement initiatives. By fostering this collaborative synergy, we enabled our teams and customers to stay at the forefront of industry advancements, resulting in enhanced skills and expertise across the board.Key Accomplishments: ► Implemented an in-house development transition initiative, resulting in remarkable reduction of recurring costs by $50K.► Streamlined operational processes through continuous improvements and collaborated with stakeholders throughout Customer Experience (CX) department to scope and establish successful training initiatives.► Led and managed two teams, comprised of 19 training and project management professionals, achieving exceptional Net Promoter Scores (NPS) of 60 and 89 respectively.► Designed and constructed training roadmap and delivery plans, including AMP, Next Generation firewall, ISE, IPS, FirePower Threat Defense, and other core products/technologies, such as Cisco DNA and Route/Switch.

San Jose, Ca, Us

Through strategic leadership, I steered the partner towards an action-packed enablement plan, effectively curbing attrition rates by an impressive 39% and, in turn, elevating customer satisfaction scores from 4.42 to 4.49. By fostering a culture of continuous improvement and alignment with customer needs, we successfully solidified our position as a trusted partner and enhanced customer loyalty. I took charge of coordinating Cisco's largest technical support partner, proactively collaborating across functions to drive essential initiatives aimed at optimizing processes, refining procedures, and elevating the overall customer experience.Key Accomplishments:►Achieved 2% reduction in resolution time (MTFR) and remarkable 13.5% decrease in customer escalations.►Oversaw and controlled $20M budget while optimizing workload to ensure fiscal health and operational efficiency.►Spearheaded initiative to minimize costs incurred with partners, resulting in projected annual savings of $600K.►Developed and implemented action plans that led to significant improvements in customer satisfaction (CSAT) scores from 4.2 to 4.7+.►Guided and managed 18 teams comprising 450+ engineers, providing exceptional support for wide range of Cisco technologies, including Security, Collaboration, Wireless, Routing Protocols, Switching, VPN, WSA, and more.►Negotiated updates to SOW/SOP agreements, enhancing cost per case, customer experience, and overall KPI controls.►Mobilized high-performing teams in critical growth areas such as server virtualization/data center, enterprise video, and security, contributing to reduction in cost per case for Cisco.

San Jose, Ca, Us

During this job tenure, I was responsible for spearheading a transformative project focused on introducing a new service offering, skillfully collaborating with both domestic and international customers to drive exceptional results and generate incremental revenue.Key Accomplishments:► Streamlined post-sales escalations support for SP and global enterprise customers, ensuring prompt and effective issue resolution.►Provided quarterly reports on trending data to drive operational and product improvements, optimizing performance and customer satisfaction.►Implemented enhancements in processes and procedures, resulting in significant increases in organizational efficiencies and productivity.►Spearheaded a global HTOM enablement initiative, fostering knowledge transfer and facilitating PMP certification for team members.►Attained and maintained an outstanding customer satisfaction score of 4.5+ across the customer base, ranking in the top 10% on a team of 60.

San Jose, Ca, Us

As a proactive leader, I took on the responsibility of overseeing and optimizing sales operations, resulting in significant growth of incremental revenue for both commercial and public sector accounts in the dynamic regions of West Texas and Chicago.Key Accomplishments:► Attained top 20% quota achievement in FY06, consistently surpassing sales targets and driving revenue growth.►Executed strategic marketing programs for partners, generating substantial funnel of $1.5M in Q1 FY07.►Leveraged internal and external resources to close business deals, foster strong partner relationships, and ensure exceptional customer satisfaction.

San Jose, Ca, Us

By actively championing cutting-edge technologies and strategically positioning core networking solutions, I led the charge in driving revenue growth for advanced technologies and core networking solutions in the mid-states commercial region.Key Accomplishments:► Accomplished 125% of quota; top 5% in passing qualified leads.►Increased pipeline over $3.8M in incremental revenue.►Formed leads in SMB market for the world’s leading networking equipment company.

Sunnyvale, Ca, Us

Actively strategized and executed targeted marketing campaigns, engaging both technical and non-technical decision-makers to drive business growth and establish a strong market presence.Key Accomplishments:► Produced revenue for mobile messaging solutions in New England and New York regions.

Contract Recruiter, PPD, Raleigh-Durham, North Carolina Area (2000 – 2001)Sr. Technical Recruiter, BTI, Raleigh-Durham, North Carolina AreaBusiness Development Manager, Intersys, Raleigh-Durham, North Carolina Area (1999 – 2000)Technical Recruiter, Metro Information Systems (1997 – 1999)Technical Recruiter, Aerotek (1995 - 1997)