Eric Long Email & Phone Number

Dallas, TX, US

Zurich, CH

ORCA is a Software as a Service (SaaS) platform designed to cater to individuals who own or oversee ownership structures.We proudly offer the most convenient, efficient, intelligent, and secure solution for the collection, organization, and dissemination of essential tax, legal, compliance, structuring, wealth planning, corporate secretarial, and other.

Sunnyvale, California, US

• Lacework automates threat defense, intrusion detection, and compliance across AWS, Azure, GCP, and private clouds. Global companies like VMware, Cloudera, Snowflake, and many others rely on Lacework daily to automate.
• Achieved $3M+ in annual recurring revenue (ARR) with a 95% client retention rate by leading strategic consultations and delivering tailored solutions to Enterprise and Mid-Market clients
• Generated $100k+ in upsell opportunities per quarter by conducting product demos and presentations, effectively showcasing our solution’s value over competitors to educate and influence client decision-making
• Ensured a 100% documentation rate for all customer activities, issues and product feedback in Salesforce, Gainsight, Zendesk, and Jira for seamless collaboration with cross-functional teams
• Increased retention rates by 15% and reduced churn by owning customer onboarding, deployment, and quarterly business reviews, establishing a consistent cadence to strengthen client relationships
• Analyzed customer profiles with Looker and Tableau to inform sales strategies and make data-driven decisions that led to increased sales and improved customer satisfaction

Santa Clara, CA, US

• Malwarebytes is a cybersecurity company that offers anti-malware and antivirus software to protect computers and mobile devices from malware, including viruses, spyware, adware, and ransomware. Its flagship product.
• Promoted within 12 months due to strong performance and demonstrating a track record of delivering results—achieved promotion ahead of schedule by 12 months
• Trained and mentored 20+ CSMs and Account Managers, delivering technical training that enhanced team performance and customer satisfaction
• Led 20 executive business reviews per quarter, guiding customers through initial setup and configuration, providing best practices that led to positive testimonials
• Managed multiple at-risk accounts, leveraging internal relationships and value-based outreach to secure renewals
• Achieved zero customer churn for an entire quarter

Santa Clara, CA, US

• Developed and managed relationships with key stakeholders in a $2M+ ARR Enterprise and Mid-Market portfolio, achieving a 90% retention rate and upselling $40k+ per quarter
• Resolved customer complaints, performed troubleshooting, and enabled malware-free experiences.
• Led meetings with cross-functional teams and customers to track progress, identify gaps, and deploy appropriate mitigation by conducting trainings and championing the voice of the customer to push product development.
• Performed up to 30 cold and warm calls a day to existing customers to mature relationships, request reviews, schedule training sessions, and secure renewals

Ashburn, Virginia, US

• Spin Merger to form DXC - https://www.forbes.com/sites/joecornell/2017/04/04/hewlett-packard-enterprise-completes-spin-merger-to-form-dxc-technology/?sh=3980c9cf7058
• Resolved technical inquiries from executives and 3,000+ employees related to PC/Mac, networking, iOS/Android, and enterprise applications—achieving a 4.95 out of 5 customer satisfaction score (CSAT)
• Led a team of 6 local and remote support engineers, partnering with IT management to streamline support operations for a global workforce of 3,000+ employees, enhancing onboarding and training processes
• Conducted regular team meetings and one-on-one sessions to identify trending issues, improve communication, and enhance team satisfaction—resulting in a 95% reduction in customer complaints

Houston, Texas, US

• Implemented a new process to improve the accuracy and completeness of monthly PC inventory management database, resulting in a 30% reduction in errors and 100% participation by team members
• Troubleshot devices across all operating systems, improving incident response by triaging issues, escalating complex cases, and documenting in Salesforce
• Created user-friendly documentation for new employees and colleagues, streamlining the onboarding process and reducing the time to familiarize with company systems and procedures

San Jose, CA, US

• Supported users in performing routine tasks, such as file management, software installations, and system updates, on Linux, Windows, and Mac operating systems
• Managed IT ticket queue through ServiceNow to ensure timely resolutions including printing, software, and hardware related issues
• Built virtual desktops with VMware for new employee deployments
• Performed PC imaging using MDT and backup data migration using Crashplan and Acronis.
• Troubleshoot network issues regarding printers, mapping server directories, and VPN
• Created documentation for more efficient onboarding of new IT team members and troubleshoot processes

San Jose, CA, US

• Managed 45+ clients’ portfolio and receivables through collections and verifications of invoices
• Maintained effective business relationships among clients for revenue generation and customer retention

Mountain View, CA, US

• Managed outsource team in Bangalore for consolidation team that is responsible for manual processes
• Selected to lead a two-week project oversees in Google Singapore for outsourcing and training contractors on all Oracle manual processes to decrease ramp-up time and improve month-end close processes
• Collaborated with IT and performed User Acceptance Testing (UAT) for optimizing and automating solutions to Oracle system

New York, NY, US

• Earned recognition for excellence as Sales Associate of the Month
• Averaged 2 Gap card sales a day
• Demonstrated strong product expertise; engage clients through the details and stories of our products
• Ensured best in person service and welcoming client focused environment for a positive shopping experience
• Provided personzliaed assistance to customers with the goals of the establishing repeat patronage

Ba, Business Economics With Accounting Emphasis

Front End Development Program, Web Development, Computer Software Engineering