Dudley Smith Email & Phone Number

Pleasanton, California, Us

Palo Alto, Ca, Us

Building and sustaining long-term relationships with US Defense stakeholders through impeccable account management & client service on behalf of a global leader in cloud infrastructure & digital workspace technology. Researching the customer's individual needs to tailor and integrate VMware's products & services into their operations. Escalating and resolving customer technical issues swiftly in a coordinated effort with internal IT & support teams. Converting complex data into easily understood terms when presenting findings to leadership.Establishing clearly defined customer expectations and upholding the prestige of the brand.

Advanced and leveraged relationships with top revenue-generating enterprise brands on behalf of a pioneering SaaS startup.Delivered knowledge-sharing sessions to enable clients to integrate products across their corporate structures.Created and implemented a quantitative process based on value analysis to evaluate customer feature requests Migrated product roadmap presentations to Zoom webinars

Centreville, Virginia, Us

TriVir is a professional services company focused on providing customized software solutions to help organizations solve their business challenges.The company concentrates on technologies where the challenges of complexity require a customized solution approach. This includes identity management, compliance monitoring, and web application development.TriVir is recognized as a consulting leader in the identity management space and is NetIQ’s premier consulting services partner.With extensive expertise in the design and deployment of identity management solutions, and a proven methodology to ensure success, TriVir consultants help companies automate their business processes, reduce costs and improve productivity.TriVir has a unique sales approach using a “sell with” technology partners. This means building the relationships with partner account executives on both the east and west coasts. Many but not all of the sales opportunities come as a result of a partner requiring TriVir to help “close the deal”. My role was to help build those relationships of trust with account executives, participate in their sales calls and onsite meetings to help closes deals. I was successful in building the relationships with partner account executives that wanted to work with TriVir. Some significant achievements:Clean up the Opportunity tracking in Net SuiteDeveloped a process to objectively measure the “value” of the many industry events by developing ranking criteria and weight to determine objectively which ones had the higher value to TriVir resources (staff participation) and marketing budgets.We were successful in selling a number of custom software engagements by demonstrating how to develop “acceptance criteria” (functional specifications) and the test cases (technical specifications) as a way to ensure and measure progress and tangible results.

Reston, Virginia, Us

I was the first Principal CSM hired by ScienceLogic. The ScienceLogic CSM has complete responsibility for the post-sales relationship with customers: from on-boarding to coordinating the delivery of the SOW, getting project resources assigned, ensuring timely delivery and of course customer delight by the end of the deployment.I managed a portfolio of over 40 customers with a combined annual contract revenue of almost $6 million.Every day in the life of the CSM is different and requires constant changing of priorities, managing customer support escalations; interacting with all departments; resolving customer issues and questions around licensing and invoicing, organization product roadmap presentations and being generally available to respond as quickly as possible.But I also sought out opportunities to innovate and improve the customer experience.First, make it easier for customers to do business with you. I pioneered and rolled out the use of digital signatures at ScienceLogic first for SOWs and then moving into new sales orders and renewals. This reduced the time to get SOWs and orders processed and also provided a guided workflow so electronic signatures were done in systematic way that make processing the order more efficientAnother activity was the development of the “Defect Value Scoring” system. One of the great challenges in any software company is how to prioritize defect handling. By creating an agreed upon set of criteria with Engineering and Product Management and providing a weighted value for each criteria, it was possible to provide guidance in defect priorities in an objective and quantifiable manner.Developing the slides decks necessary for customer “quarterly business review” or QBR was also a very manual process, requiring data gathering and input from a variety of different sources. I developed an automated way of bringing the data forward into an internal portal in PDF for JPG format which made building the slide deck much faster.

My customer's business and success is important to me and my top priority is to earn my customers’ loyalty. Ultimately, I want to see customers and partners benefit more from their investments in our software. To accomplish this, I provide active management of customer's experience with CA Technologies to help them realize the full value and the best business outcomes from the products and solutions they purchased. I am passionate about the work I do, act with a sense of urgency, am clear about priorities, and hold my extended team and myself accountable to our commitments, our decisions, our actions, and results we deliver.I am a quick study in understanding of customer's business so that I can help them experience the best of CA’s products and services. I combine that understanding of their business with intimate knowledge of programs and resources available to my customers - so that I can appropriately service their needs and help them increase the effective use of CA Nimsoft software. Customers challenges which I have addressed include:assistance in driving product adoption,enabling you to collaborate with other customers and partners,insight into product roadmaps,needed help and guidance on migrating from older releases,quicker time to resolution on problems,recommendations to optimize your use of our solutions,and help to orchestrate access to a variety of services available to CA Technologies customers and partners. The insight that I derive from these interactions also helps to drive continuous improvement at a company level so that I can better service your needs and improve our execution.

Seattle, Wa, Us

In general, the Customer Success Manager program at Veeam is designed to:- Help build and reinforce strong vertical relationships with customers.- Give Veeam insight into customer successes and challenges with our software, virtualization and associated business processes.My talents and energies will be focused on:- Demonstrating that Veeam is "invested" in our customer's success by making the investment to get in front of customers that appreciate this level of touch and are willing to invest their time with me in this program.- Working with customers to streamline our business processes to make it easier to do business with Veeam.- Looking for opportunities to be a proactive resource for customers.- Building relationships and opportunities that grow my role into a strategic resource for customers.

Palo Alto, Ca, Us

The Technical Account Manager (TAM) provides our most valued customers with the managed services and support required to maximize their investment in VMware products. Program participants interact frequently and directly with an assigned VMware TAM who serves as the organization’s conduit into all groups within VMware. The TAM is an extension of the customer organization’s staff, assessing the project plan, identifying risks, and applying VMware Best Practices throughout the deployment lifecycle.

Opportunity pursuit, engagement scoping, contract negotiation, delivering customer delight and upselling.

Provo, Ut, Us

P&L responsibility for consulting engagements in New England including opportunity pursuit, proposal writing, project management and customer delight.

Provo, Ut, Us