•Developing, leading, and growing a Global practice of white-glove Customer Success Managers•Overseeing the management of the team's portfolio of strategic accounts, proactively identifying renewal risk and partnering with sales leadership to mitigate churn, maximize renewals, and identifying expansion opportunities•Partnering with product management, professional services, and support leadership team members to help customers achieve their business objectives by leveraging Portworx solutions•Identifying opportunities to improve our services and products through data driven analysis, customer engagement feedback, and playbook effectiveness•Supporting internal and external strategic quarterly business reviews with executive leadership teams•Owning, managing, and leading the resolution of customer satisfaction escalations•Enabling, coaching, and mentoring my team to ensure customer key objectives and operational metrics are achieved•Identifying opportunities to digitize our customer engagement model, reducing non-value

•Managed a group of Customer Success Managers(CSM) working with the SASE Product Portfolio(Prisma Access, SD-WAN, ADEM, CASB, DLP)•Led my Majors, Commercial, and Canada business segments CSM team to deliver core Customer Success deliverables: Quarterly Business Reviews(QBRs), Health Checks, Best Practices Guidance, monitoring usage deviations, regular operations reviews, change management and customer goals alignment, adoption of security capabilities, escalating adoption blocking support cases, and delivering Customized Success Plans(CSPs)•Drove the charter of the Premium High Touch Customer Success organization, which is to demonstrate complete customer ownership through advancing product and feature adoption(utilizing adoption tools, metrics, and product best practices) with the consistent goal of enhancing our customers' cybersecurity posture•Measured the effectiveness of my CSM team, ensuring the team delivered on key deployment and operational metrics, including driving and reporting against adoption(license consumption), Renewals, up-sell/cross-sell potential, Cloud infrastructure upgrades, QBRs, and Gainsight record keeping hygiene•Attracted, hired, and retained industry leading CSM talent, overseeing an efficient onboarding process for new team members, and imparting a deep understanding of the customer lifecycle adoption journey •Worked closely with sales account executives and sales renewals managers to ensure successful SASE renewals, and identified new expansion opportunities for my business segments•Ensured customer feedback is clearly captured and conveyed internally to Engineering, DevOps, Professional Services, Product Management, and Support leadership•Actively assessed interactions with our top customers (product performance, technical and business use cases, and customer support experience)

•Managed Palo Alto Networks consulting logistics, and communications throughout my designated customer’s post-sales service term, supporting NGFW, SaaS, Secure Access(AWS, Azure, Google Cloud), & SOAR service•Acted as a proactive conduit of information, including security advisories, product best practices, and technical white papers •Assisted in proactive recommendations for software upgrade releases and remediations•Identified and managed cross-sell and upsell opportunities with subscription-based Cloud services•Managed and oversaw all support case activity, including serving as my customer’s primary escalation point•Served as primary author of formally published root cause analysis statements•Ensured executive visibility and communication coordination for critical issues impacting the customer's business network infrastructure •Coordinated weekly account management calls to ensure progress is made toward the defined goals and objectives of the customer•Met with the customer to review previously defined goals and determine which projects and program elements were of priority for the upcoming quarter and fiscal year•Conducted Quarterly Business Reviews(QBRs) to ensure management deliverables, metrics, and timelines were being met. Brought in Product Management and Executive leadership as needed to ensure account health was on the right trajectory•Oversaw the overall health of my designated accounts with the measured goal of renewing their service term and product licenses

•Ensured successful post-sales customer life cycle management •Created project deployment plans for new software features and service driven product deployments•OTT/SVoD Applications Lead•Articulated and formulated customer issues mitigation plans to improve customer retention rates•Expert in service infrastructure, including service configuration using API calls•Managed all technical dialog of domestic Cable Operator’s deployment of DVR platforms, thin clients, mobile clients (iOS and Android), and TVE Web Portal products•Collaborated and aligned with both internal and partner facing cross functional groups, including Product Management, Sales Directors, and Professional Services•Primarily responsible for conducting billable on-site 3-day technical product training course

•Designed, manufactured, and launched to market Android tablet accessories product roadmaps and portfolios to achieve target GM% and worldwide sales revenue targets. •Cross collaborated with business development teams, finance, WW marketing, and WW country level sales organizations to timely release accessories with Android tablet launches. Drove GTM activities to support launches.•Closely partnered with global sales organizations to understand technical and industrial design product requirements in order to ensure products met their targeted retail and channel sales requirements•Transitioned to Android tablet product manager

•Lead Product Marketing Manager for US Retail Consumer Attach business•US country level P&L responsibility for all categories of HP consumer accessories•Drove and owned U.S. forecast of new products through collaboration with the sales and retail channel managers•Created and negotiated pricing approvals and promotions funding with the business development teams•Leveraged market research and internal analytics to create new market opportunities

•HP branded tablet accessories product manager interfacing with all global webOS business category managers•Created and drove HP branded accessory financials through each region maintaining target GM%•Drove tablet accessory demand forecasting resulting in worldwide availability of TouchPad tablet accessories at launch•Resolved inventory issues faced by key retailers by working across suppliers, distribution centers and retail stores worldwide•Drove regional bundling programs and proposed financial justification through the GBU finance team

•Pitched smartphone and connected device product proposal presentations to North American wireless carriers during vendor ranging phase. Mentored sales teams in advance of technical proposal pitches•Program managed and lead cross functional teams from product inception to launch•Lead product development interface to wireless carriers and 3rd party software vendors•Created and maintained Carrier Product Requirements Documentation(PRDs)•Lead and drove operator RFP/RFI responses for connected devices proposals to wireless carriers

•Led all aspects of technical conversations with AT&T Mobility•Acted as liaison with Product Management team in defining telco-specific requirements•Created and maintained Carrier Product Requirements Documentation(PRDs)•Responsible for engaging third party application vendors to negotiate product features, delivery schedule, and resolution of UI and technical issues

•Managed Palm’s Carrier Technical Account Managers for the Americas covering the United States, Canada, and Latin America•Supervised and consulted on simultaneous carrier technical certifications of GSM and CDMA smartphones

•Led all aspects of Palm’s technical interactions with AT&T Mobility including the certification of the Palm Treo 680 and Centro GSM smartphones through AT&T’s technical labs•Negotiated, documented and drove to agreement implementation of current and future handset technical requirements with AT&T’s subscriber product engineering group. Acted as liaison with Product Management team in defining future handset features•Served as lead business owner for multiple internal databases which drove core handset functionality

•Architected, integrated, and configured Bytemobile IP Data Optimization Services Node (OSN) into global wireless carriers’ data centers•Partnered with sales teams on supporting pre-sales trials and sell-in of technical solutions•Conducted, co-developed and lead 2 day technical training course to global customers producing over $100K of gross revenue(11 month period)•Sole technical implementation lead on beacon Nextel and Cingular Wireless deployments •Proficient in UNIX system administration (Solaris 8)