David Perrault Email & Phone Number

Hemel Hempstead, Gb

Paris, Fr

Paris, Fr

Boston, Ma, Us

Boston, Ma, Us

Leading the global Product Support & Customer Success organisation.

Richardson, Texas, Us

Richardson, Texas, Us

Leading the EMEA Customer Service organization for VCE, a joint-venture between VMware, Cisco and EMC. Supporting the latest datacenter technology and redefining the usual support model to better adapt to the converged infrastructure solutions. VCE is the fastest growing IT company currently, reaching $1.2B of revenues within less than three years. • Joined VCE as employee #12 for EMEA and APJ. Built the EMEA and APJ Customer Success organisations: people, processes and tools• Responsible for all post-sales dealings with VCE Enterprise customers and for delivering the VCE Total Customer Experience, across all communication channels including phone, web and social medias.• Leading the Customer Experience Strategy, includes hiring managers and individual contributors, defining processes and deploying support tools such as CRM and support portal.• Developed strong relationship with our parent companies to ensure the success of our customers.• Proven track record delivering best of class customer service: Customer satisfaction above 90%. Net Promoter Score above 70.• Responsible for meeting P&L targets for the EMEA region and the sale of advanced services to customers.

Round Rock, Texas, Us

Leading the EMEA Support Organization for EMC Content Management and Archiving (CMA) division. Reporting to WW Customer Service Senior Director.Leading an organization of 80+ Support Engineers based in seven different locations including offshoring to Russia, India and Egypt; Delivering sound financial results: over $100M maintenance revenues per year at a 89% margin.Organization recognized as the industry winner for the Best Support Staff Practices and for the Service Excellence in Complex Software Application Support in 2009. Member of the EMEA Content Management and Archiving EMEA Leadership team. Fully engaged with all parts of the business such as Marketing, Pre-Sales, Consulting, Sales, Engineering, QA and Product Management.Responsible for the service delivery of 1st, 2nd and 3rd level support for all EMEA customers. Providing best support to our customers according to published Service Level Objectives.Main point of contact for all escalations for EMEA customers working closely with various internal organizations to achieve their successful closure.Responsible to maintain/improve high customers' satisfaction rating .Involved in worldwide projects such as deployment of new CRM system, Alignment and Integration of acquisitions within the EMC CMA division, Review and Definition of new Support Offerings, Improving Knowledge Management facility, Support Partners Management and creating/reviewing Support Plans for new or existing products to insure that Engineering and Technical Support have adequate resources and escalation path to get quick resolution of all issues.Accompany Sales to meet customers to demonstrate the strength of our Support function and make it a key differentiator versus EMC competitors.

Managing a Technical Support team who provides support for one of the most advanced Content Management solution focusing on Web Publishing and Development Tools products.Directly managed a large team of Support Consultants (up to 14 consultants) coming from different background and based in two different locations: UK and US.Reorganized the Technical Support teams and modified existing processes to get better satisfaction rating from customers. Acted as a technical lead for key technologies such as Java, XML and Web development tools.Managed customers' expectations and escalations. Responsible for handling critical situations with Top 10 European customers. Working on partnership with US Escalation Manager to make decisions and commitments necessary to restore customers' satisfaction.Dealt with Engineering, Product Management and Sales to provide the best support to the customers.Partnered with the QA department to provide resources to QA activities and to get early visibility of new products and technologies.

Managing projects in Application Development Team to support ntl's digital TV division based on latest technologies available from Liberate and Pace.Developed the next generation of Electronic Programming Guide (EPG) called iEPG (CR3) for Interactive, and part of the ETV (Enhanced TV) applications development kit.Delivered - from a technical perspective - the EPG product on two different digital TV platforms and supported its rollout to more than half-a-million customers.Developed an end-to-end understanding and knowledge of the DTV architecture and good project management skillsWorked with internal/external customers to produce and publish content on the DTV platform.Took responsibility for up to three projects at the same time and looking after up to twelve people.Acted as technical lead - taking final decision to resolve technical or design issues regarding the overall application delivery architecture.Represented the project to all technical and non-technical discussions and meetings - Liaised with Marketing and QA departmentsManaged progress of third parties such as Pace, Liberate and involved as well in the development of the Two-Way TV applicationsSupported trials and rollout of new products

Developing new DTV applications to support c&w/ntl business needs.Developed, using object-oriented design principles, core functionality of the new client application running on a Set-Top-Box.Involved in the design and implementation of the entire application and of the client/server architecture.

Improving an existing user interface running on Unix/Solaris systems. Managed the project from the usability evaluation of the application user interface to the testing plan and the maintenance of the applicationCreated the requirements and specifications documentationDeveloped the new interface using C++ language respecting oriented-object principles and using X/Motif library. Developed a built-in Internet browser and some tools in Java.

Distinction; Msc, Computer Sciences

Distinction, Mathematics And Physics