David Mcquillan Email & Phone Number

Redwood Shores, Ca, Us

Redwood Shores, Ca, Us

Elevate operations and delivery by boosting customer satisfaction through exceptional customer experiences. Lead 20-member team in India, Russia, and US comprised of Senior Support Engineers, Technical Account Managers, and Escalation Managers. Work closely with engineering, sales, and product management to advocate for customer priorities, accelerate product ROI, and resolve issues.- Instituted processes and policies to facilitate customer satisfaction. Initiated more frequent ticket updates and enhance quality and frequency of communications.- Worked across internal engineering, quality, sales, partners, and customer teams to manage programs, proactively resolve emerging issues, and provide regular program status updates for stakeholders.- Improved efficiencies, costs, and customer outcomes partnering closely with Supportability Engineering to push enhancements to product delivery/operation.- Advised engineering on themes and trends that could impact preparedness. Proposed and facilitated customer upgrades, migrations, and enhancements related to SaaS platform and infrastructure.

San Jose, California, Us

Led strategic planning, forecasting, delivery, and customer satisfaction for services provided to key global accounts. Headed team of direct reports and partners providing installation, migration, resident, and consulting services. Partnered with sales to position new products and services that delight customers. Defined periodic reporting process for clients in addition to monthly true-up meetings. Worked with support, quality, finance, and legal groups to define scope of agreements and evaluate risks. - Tapped to rebrand support organization through transparent communication to foster awareness and obtain traction for programs. Collaborated with marketing to cascade information on upcoming support activities.- Contributed to major order in product/services and bolstered partnerships by launching world-class SLA program that assisted customers in meeting internal uptime operation goals and executive reporting needs.- Worked with NetApp and premier client stakeholders to construct gameplan to resolve issues and offer solutions, negotiating SLA with clear metrics and responsibilities.- Untangled RFPs from delivery and support reviewing contract terms with sales, legal, support, and professional services in multiple regions to ensure geographically compliant and meet standards of legal advisors.

San Jose, California, Us

Oversaw global Critical Incident Resolution team to manage and resolve serious customer issues. Upgraded product delivery, operations, metrics, and workflows to efficiently address critical escalations. Worked closely with engineering, support, sales and professional services to establish resolution plans and swiftly close issues. Briefed CEO, corporate executives, and legal on high-profile risk situations. Administered budget.- Constructed support Center of Excellence and drive significantly more resolutions. Improved reporting/insights, automated processes, created SOPs, and formulated KPIs/dashboards.- Restructured organization to cultivate and coach top-performing team encompassing staff in EU, Asia, and US. Strengthened talent bench implementing skills training and professional development planning.- Devised predictive analytics model to determine emerging support issues across account base that was extended to Critical Incident Team, Support Account Manager, and Support Center teams for inclusion in daily workflows.- Piloted Business Impact initiative that achieved improvement in critical case resolution times through expedited communications, case triage, and resource assignments.

San Jose, California, Us

Headed SE region team tasked with increasing sales, revenue, and satisfaction across customer lifecycle. Directed 26 reports and 2 partners delivering services with portfolio of clients comprised of small businesses to Fortune enterprises. Interfaced with customers and oversaw installations, migrations, upgrades, residencies, health checks, consulting, optimization, and break/fix support.- Offered training to handle broader suite of complex services. Helped Senior Director define new roles and liaised between team and management to give voice to staff concerns.- Worked with Center of Excellence to instill disciplined approach for SOW to better align with customer’s goals, reduce disagreements, and close gaps with options to customize for specific resident and consulting job.- Introduced Health Check program that drove added revenues. Collaborated with sales and engineering to set up biannual visits to ensure clients followed best practices.- Established joint account metrics used to measure performance, highlight successful actions, identify areas for improvement and establish areas of focus resulting in greater customer satisfaction.- Reinforced confidence with customers, partners, and account teams demonstrating effective project planning, following through on program commitments, and providing timely communications.

San Jose, Ca, Us

Launched SESG Professional Services and Support team to underpin modernization of Cisco brand with innovative new service offering. Set up SOPs and work flows to provide pre-sales support, consulting, installations, deployments, and on-site operations services. Built 30-member team consisting of Technical Leads, Field Engineers, and Operators. Reached out to target venues to understand customer ROI and value proposition. - Formulated professional services implementation processes, produced training materials, and documented best practices, with model recognized as gold standard and rolled out to additional sites worldwide.- Partnered with sales to prepare SOW with pricing/costing and provide managed service to end customer. Met with client CTO and marketing provider to determine ad content, positioning, and placement. - Traveled worldwide to oversee installations and provide customer training. Ensured launch and operations on game day went off without incident and Cisco met/exceeded deliverables.-Fostered relationships with premier clients including The NY Giants, Dallas Cowboys, and Wembley Stadium.

San Jose, Ca, Us

Led worldwide team of 200+ Services & Support Managers with $24B installed base across top 400 accounts. Spurred adoption of product and services that boosted customer satisfaction, orders, and revenues. Championed change management to increase ownership and authority for team. Collaborated with sales to optimize synergies and enhance ROI for SSM resource allocation.- Crafted joint account scorecard linked with Gartner expectations to measure performance. Surveyed customers for holistic perspective with action items to facilitate greater communication and raise account satisfaction.- Executed global initiative to redefine roles for Service & Support Managers. Evolved vision for future and unhinged sales representatives from accounts to allow expanded bandwidth to close more deals.

Santa Clara, Ca, Us

Oversaw 30+ global telecommunications customers with installed base of $950M. Managed professional services, support, consulting, and support sales teams totaling 120+ multi-level staff and partners. Held $120M P&L accountability for annual services and support orders/revenues. - Spearheaded outsourcing of hardware installations and limited software deployment services delivering $3M in savings with no reduction in customer satisfaction.- Designed On-Site Resident and Consulting Program working with sales channel leadership obtaining $5M+ in new revenue streams with notable increase in customer satisfaction and solution consumption.- Grew services sales 12%, raised support sales 8%, and achieved on-time support renewal of 97% through close collaboration with account team, global sales operations, and finance teams.

Santa Clara, Ca, Us

Led professional services project engineering teams (engineers, solution architects, project managers) in all phases of systems planning, quoting, integration, installation, acceptance testing, and support of installed OSS product base. Recognized for creation of best in class professional services team within the Americas.

Palo Alto, Ca, Us

Headed team responsible for installs, upgrades, and on-site support of wireline, wireless, and long-distance accounts contributing to $38M in annual revenues and 46% gross margin. Promoted to district manager within 9 months.