Glen Musick Email & Phone Number

Auburn, Georgia, United States

Atlanta Metropolitan Area

• Our team was the winner of Google’s 2021 Infrastructure Partner of the Year and 2024 Technology Partner of the Year Awards• Led the development, design and implementation of VMware Cloud Universal (VMCU) buying program, for Customer Success, including processes to connect Google Cloud Platform and Microsoft Azure hyperscaler portal with VMware portal, on-board customer onto Google Cloud VMware Engine / Azure VMware Solution, and redemption of VMCU credits• Led the design of and facilitated the launch of an innovative global partner program, Customer Success Acceleration Program (CSAP), between Google and VMware to work together to accelerate GCVE consumption and ARR by increasing Customer Success engagements for our largest and most strategic accounts by interlocking with Google Customer Success and deploying best practice adoption strategies for VMware Cloud Foundation products.• Awarded 6 “At Your Best” awards for driving rapid GCVE adoption among customers and building out the CSAP and VMCU programs.• Helped drive over $34M in new GCVE business, which was a 232% growth YoY and improved customer retention for GCVE by 90%. • Work cross-functionally with sales, solution architects, BU and support at both VMware and Google, as well as partners to help drive Google Cloud VMware Engine (GCVE) consumption by removing roadblocks and enabling the customer.• Developed program policy, program guide, enablement, and customer engagement/assignment processes, with Google, to facilitate the customer's cloud journey and ensure a great customer experience.• Engage with and keep global cross-functional stakeholders informed and aligned. Implemented customer success metrics and OKRs/KPIs to track performance and identify areas for improvement• Managed team’s revenue and consumption forecasting with sales leadership and OKR progress reporting to the Senior Customer Success VP.

Atlanta Metropolitan Area

• Served as the first line of contact for post-sales, identifying risks for 100% of customers and collaborating with the product team to mitigate them, leading to increased customer satisfaction.• Proactively monitored deployment velocity, reducing deployment blockers by 30%, generating $1.25M in additional SaaS revenue.• Additional use cases identified resulted in a 15% upsell increase and led to growth in the assigned book of business. Providing tailored solutions improved customer satisfaction.• Understanding customers' roadmap and use cases with VMC on AWS, becoming a trusted advisor to assist them in realizing their on-prem or cloud strategy, including challenging customers to think in new and creative ways that enable them to maximize value• Delivering successful customers to contract renewal cycle and, where necessary, support renewals process to minimize customer attrition.

Atlanta Metropolitan Area

Strategize and build Cloud Triage Support team, from the ground up, as part of a larger “Support Transformation” project. Evangelize and demonstrate IBM Care as part of revamped “Customer Support Experience”. Build and execute customer on-boarding processes to bring Bluemix customers into IBM Care.• Built training plans, helped develop support tools and runbooks, and built / revamped support processes based on published Best Practices, for new worldwide Cloud Triage Support team. • Demonstrated IBM Care, within IBM, evangelizing new support team and customer experience.• Managed over 100 customer support escalations for urgent and acute issues, averting at least 20 management interventions / critical situations. Won Employee of the Quarter for work done here.• Performed competitive analysis to understand what the market was driving in terms of support and escalations, guaranteeing IBM’s support and response times were on par with the market.

Atlanta Metropolitan Area

Key partner for post-sales activities in many of the largest, and most complex customers in the US. Focused on driving product usage, reference generation and opportunity identification. Leveraged multi-level relationships within customer’s business units and within IBM/Tivoli. Proactively identified potential issues, then developed and implemented plans to resolve• Evaluated customer’s people, processes and technology to ensure customer is utilizing tools as efficiently as possible.• Grew Bank of America into the largest Tivoli customer in the world. Reduced 13 disparate monitoring solutions into 1 IBM/Tivoli solutio• Achieved 95% percent renewal rate of customers renewing their AVP contract• Generated more than 30 customer-to-customer reference calls that led to new customers purchasing new software product or AVP contract• Discovered opportunities, that resulted in more than 20 paid service engagements, or new software sales within assigned customer accounts, which totaled more than $50,000,000• Led regular planning / support calls with multiple customers, spanning many different IBM / Tivoli customers to discuss current and upcoming projects, open issues, and both short and long-term plans, keeping client activities moving forward and on schedule