Dave Tinker Email & Phone Number

San Francisco, California, Us

I spearheaded a digital transformation of our training programs. By shifting from traditional instructor-led training to innovative online courses, I significantly enhanced accessibility and effectiveness. This strategic move not only scaled our training efforts but also directly improved the user learning experience, resulting in a high 95% customer satisfaction rating and over 4,000 enrollments in 2024.To further elevate customer expertise and foster a culture of continuous learning, I established a global customer certification program. By developing tailored learning paths for Armis Users and Power Users and awarding over 1,300 certifications in 2024, we recognized and rewarded customer achievements.To facilitate knowledge sharing and drive customer success, I launched and scaled a thriving Armis community platform. This dynamic platform rapidly gained traction, with a remarkable 157% increase in user growth in the first quarter.Finally, I developed and implemented the Armis eXpert – Healthcare Bootcamp, a specialized training program designed to empower healthcare professionals with advanced technical skills. This targeted approach resulted in a substantial 35% increase in user confidence from pre- to post-training assessments.

San Francisco, California, Us

To accelerate the onboarding of our CSM and TAM teams, I developed a new role-based training program. This significantly reduced onboarding time from four months to eight weeks, empowering our teams to deliver value to customers faster.In addition to streamlining onboarding, I drove operational and process improvements. By implementing a standardized catalog and consistent messaging, we boosted customer satisfaction with our training materials by 30%. To further enhance our data capabilities, I upgraded our data communication infrastructure by establishing a direct API connection to the Snowflake data lake. This technological advancement resulted in a remarkable 80% improvement in the efficiency of education data management and reporting.The culmination of these efforts was reflected in our Net Promoter Score (NPS) of 67%, a testament to the exceptional customer loyalty and satisfaction we achieved. Effective customer engagement communications played a pivotal role in contributing to this overall Customer Success milestone.

Belmont, Ca, Us

I led a global team focused on strategic projects and major learning and enablement initiatives.One of my key accomplishments was implementing an updated content management structure that improved content findability by 40%. This significantly enhanced knowledge accessibility for our Customer Success, Professional Services, and Customer Support teams, empowering them to deliver exceptional service.Additionally, I spearheaded the development of role-based training curriculums and gamified learning experiences, which resulted in a 20% improvement in product proficiency among our Professional Services consultants. By making learning engaging and relevant, we equipped our teams with the skills and knowledge needed to succeed.

Santa Clara, Ca, Us

In another restructuring and role expansion, the company pivoted to a focus on Customer Outcomes Role Excellence with upgraded business partner enablement across Go-to-Market (GTM), Customer Success and Professional Services. I led a team in a matrixed organization working on strategic projects for always-evolving enablement priorities and drove continuous improvement of training and enablement of 700 field personnel, comprised of Service Executives, Customer Success Architects, Customer Success Advocates, Engagement Managers, Technical Consultants, Business Process Consultants and Platform Architects. I spearheaded the development of ServiceNow’s Onboarding Metamorphosis program, which won the 2021 Stevie Award for Enablement Program of the Year for Customer Outcomes Base Camp, a 100% virtual 2-week onboarding program with training on the company as well as specific role-based priorities. Across my three years with ServiceNow, I delivered more than 150,000 training hours with a 4.5 CSAT and an 80+ Net Promoter Score.

Santa Clara, Ca, Us

When ServiceNow integrated Customer Success with Professional Services, I was asked to lead enablement for the new combined team including setting enablement strategy at the senior leadership level for professional services across all programs and initiatives. I launched the Advisory Skills Growth Program to upskill professional services roles with management consulting skills and planned and implemented the Quarterly Enablement Plan learning program across GTM, Customer Success and Professional Services enablement in the field. Selected by leadership for the 2020 Enablement Business Partner of the Year Award.

Santa Clara, Ca, Us

ServiceNow brought me in to stand up a new customer success enablement organization and to build out the team and the structure to support world-class sales and service delivery. A highlight was delivering Success Track @ the 2019 Sales Kickoff, where I managed curriculum, content, instructional design and presentations for the company’s weeklong sales and customer success conference for 3,800 employees.

Palo Alto, Ca, Us

After a significant restructure, I was given the job of running all global field onboarding, leading a team of eight fulltime employees and directing up to ten Global Strategic Programs consultants on projects ranging with budgets up to $1M. Working with leaders from Product Marketing, Corporate Marketing, HR, Learning & Development, GTM Strategy, Sales Field leadership, R&D, and Sales Operations, I built and managed the Global Field Onboarding team and implemented a new standardized sales onboarding curriculum that reduced time-to-productivity by 33% and won consistently high customer satisfaction ratings across all programs. I also created a team of consultants to implement regional and global enablement programs, which led to the first enablement Program Management Office, and designed global enablement training for global field readiness for VMware’s products and solutions. Named Overall Top Contributor out of the 800-person Worldwide Customer Operations Group in Q1 2013.

Palo Alto, Ca, Us

I was promoted into a newly defined role and then transitioned into reporting to the VP of new VMware Technical organization as the charter enablement member. I developed a new NDA Roadmap Training that became a required and accredited quarterly program for 16 business units as a blended learning program that gives briefings on VMware upcoming strategy and roadmap, and how to communicate that to customers and partners under NDAs. I also developed a new standardized content framework on “How to Sell” that speaks to value propositions, features and benefits of VMware solutions. The framework is still used today to build the deck for all VMware major solution releases.I also helped produce major Sales Kick-Off events that grew to week-long 3,000+ person Las Vegas events, where I oversaw agendas, planning, sales training content, breakout sessions, hardware and inventory, and every aspect of sales enablement for a world-class sales force.

Palo Alto, Ca, Us

I first joined VMware to provide technical certification training for VMware Certified Professional (VCP) certifications for Systems Engineers and Professional Services consultants. From there, I evolved into developing companywide onboarding programs. I created START, an in-person weeklong sales readiness boot camp to onboard all field sales, presales and professional services staff, including new technical hires and consultants, designing an immersive program on tools, company, culture, processes, and content, and an indoctrination presented by executives and SMEs. I also developed the first successful working labs for the VMware vSphere 4 flagship product and facilitated hands-on technical labs for more than 800 engineers at the 2008 Sales Kick-Off.

Tokyo, Japan, Jp

Trend Micro is a leader in cybersecurity and had 5,000 employees in 50 countries providing layered security for data centers, cloud environments, networks, and endpoints. I oversaw the design, development, and delivery for North America training, working with Product Marketing and Education Services to design and deliver certification courses.

Excite@Home was a pioneer in broadband internet, and I was hired as employee #106 as a Provisioning Coordinator, worked my way into network engineering, and stayed as the company grew to more than 3,000 people… and when the company closed in 2002, I was the one who took down the final infrastructure and turned off the lights. During the company’s final years, I was supervising a team of up to 15 engineers and project managers to procure, configure, test, shop, and implement on-premise hardware for customers. I built my management skills and developed a team people wanted to be part of, worked closely with vendors, and trained many teams on how to do root-cause analysis deep-dive network troubleshooting to avoid expensive outages. It was a remarkable experience from beginning to end...