Karl Abbott Email & Phone Number

• Designed three season-based story lines to educate listeners on product management topics.
• Launched the podcast with social media marketing, growing the weekly audience.

• Serve on the Academic Committee to help advise on the academic trajectory of the university.

• Planned, built, and launched two unique products: Element Server Suite (ESS), an open core enterprise product selling $3M in ARR, and the Secure Border Gateway, an application firewall for ESS, unlocking $1M in ARR.
• Constructed a support plan for a new ESS support organization, produced the documentation and knowledge website, and scoped the customer portal. Implemented Knowledge Centered Service to help improve support efficiency.
• Conducted market research with the marketing, customer success, sales, and design teams to address real world problems in ESS, resulting in pipeline growth of 20% or more each quarter.
• Wrote and presented product positioning, blogs, sales collateral, and roadmaps for use in sales presentations. Converted 75% of sales qualified leads to customers.
• Facilitated and hosted a weekly call between field associates, product managers, designers, and marketers to review the product roadmap and customer feedback, improving customer satisfaction scores by 10%.
• Renowned as a trusted advisor, adapting and delivering on quarterly goals despite the constant changes, complex problems, and limited availability of resources that come with a start-up.

• Led the successful delivery of key functionality by the kernel and performance teams in Red Hat Enterprise Linux to reduce hardware and operational costs for customers.
• Presented the product roadmap and technical demonstrations in partnership with marketing, customers, and sales resulting in a product renewal rate of >95%.
• Researched and compiled a business plan to deliver an active benchmarking service to ensure customers understand the performance of compute workloads with the intention of reducing operational costs.
• Interacted with the user interface team to help improve the usability of Red Hat’s performance software, increasing the adoption of this software by 15% across the customer base.

• Managed Fortune 100 accounts worth 30+ million in ARR, focused primarily on the financial services industry.
• Guided critical situations to successful resolutions, ensuring that Red Hat had 95% renewal and upsell annually.
• Advocated for customers with engineering and product management, resulting in the inclusion of 100+ feature requests and the fixing of 500+ bugs.
• Created an automation tool and collaborative internal resource, saving the global team from hiring an extra 10 full time employees to deliver content to customers.
• Facilitated the hiring and mentoring of 30+ TAMs and CSMs on the financial services team as a team lead.

• Designed, developed and taught a curriculum of 19 courses to support the release of Red Hat Enterprise Linux 5.
• Collaborated with product management to reduce the time required to enable support on new products by an average of 2 months.
• Architected a virtual training lab infrastructure reducing the time required to train support by 20%.
• Produced a six-week new-hire on-boarding program for front line technical support engineers, resulting in 100% achieving certification.
• Assembled a global virtual training team to facilitate training needs and resources for a 200 person team.

• Achieved highest customer satisfaction scores and call volume among global production support team.
• Authored a support logistics course to supplement the new hire on-boarding program, resulting in a 10% increase in employee efficiency.

Theology, History, Ancient Greek, Ancient Hebrew

Bachelor Of Science - Bs, Computer Science

Computer Science