Keith Koster Email & Phone Number

California, United States

Santa Clara, California, US

Sunnyvale, California, US

• Equip the team with the tools, mindset, and processes to win at scale.
• Drive a culture of where engineers fail fast so they can learn faster.
• Grow new shark teeth; create the best new SEs & SE Leaders.
• Build & Maintain Trust through multiple restructuring events.

Redwood City, CA, US

• Increased influence: Demo Systems & Tools, Technical Architect Team, & GTM Tech Sales Strategy

Redwood City, CA, US

• Sales Strategy - Sales leadership partnership & expansion guidance to increase Sumo's market footprint.
• Scaling the Machine - Rapid people, programs, processes & tools development at scale.
• Technical Strategy – Effective technical sales firepower deployment.

Redwood City, CA, US

• Continuing to provide front-line leadership while expanding a team of world-class data analytics experts who are exposed to the technologies that run the most disruptive and innovative companies in the world.
• Partnering with (6) Regional Sales Directors covering North America, my team plays a critical role in closing new logo sales.Presidents Club 2017 & 2018

Redwood City, CA, US

• Leading a team of world-class big data experts who are exposed to the technologies that the most disruptive and innovative companies in the world use to build, run, and secure their products and services. My team plays.

Redwood City, CA, US

• Executed a game-changing NPS strategy that identified and highlighted the need to prioritize focus on our most prominent end-user challenges: Search Performance & Usability.
• Training and assigning talented Customer Success Managers to high value accounts.
• Ensuring predictable top-end renewals and realizing opportunities for expansion by maintaining an intimate level of engagement with accounts of high accounts.
• Increasing credibility through technical product mastery and a balanced understanding of customer behavioral patterns, use cases and search performance.

Redwood City, CA, US

• Encourage Product Adoption, Demystify features, and Optimize Search Performance to ensure that our Customers enjoy using our service.

Redwood City, CA, US

• Ramped up quickly and closed over 600 Support Cases with a 100% CSAT score.

Alpharetta, Georgia, US

• Moved to Aptean from Consona in an August 2012 merger with CDC Software by Vista Equity Partners. Pulled over from SupportSoft following its July 2009 acquisition by Consona, becoming a key support person for all.
• Selected by VP Customer Support to present on issue ownership, self-confidence, positive thinking, proactive service, team-centric working, and leveraging customer knowledge.
• Collaborated with top-level client-side system administrators on troubleshooting SupportSoft 6.5 Product Suite, often resolving issues costing companies upwards of $100,000 in monthly customer service expenses.
• Entrusted as only authorized technical resource to work on HP/EDS Navy Marine Corps account, helping to secure vital maintenance income.
• Regarded as a reliable problem-solver who can pick up client technologies and business processes quickly, as noted in many testimonials from SMEs, VPs and CEOs. Became the go-to person for top-grossing Fortune 500.

Alpharetta, Georgia, US

• Started off delivering post-sales implementation services (designing, coding, training, testing, supporting) for digital service providers, leaving for a year to launch a startup, returning in 2006 as top-level support.
• Appointed to mentor new India support team in the areas of SQL scripting, network analysis, and customer service. Succeeded in bridging cultural differences to realize goal of coheisve collaboration, workload sharing.
• Took the lead in delegating backlogged tickets by linking problems with SMEs, scheduling meetings with clients, and escalating issues. Cut 800-ticket backlog by 50%.
• Won Global Technical Support Star Group Award and Individual Award (2008)

• Execute custom implementation projects for EDS/US Navy, Charter & Comcast Communications.

Arlington, Virginia, US

• Provided system administration and technical training services during Iraq War, first serving as administrative assistant to Security Manager and later earning paid role in systems/security training. Received NACLC.
• Co-trained 8 Security Clerk Office employees on access control and functionality of a 34-camera digital surveillance system.
• Coached enlisted staff on processing security clearances for active duty and civilian personnel, cutting down filing time by 50%.

• Promoted out of Webmaster internship to support the Global Technical Support engineers and architects, including testing proprietary software across Windows-based platforms for integration with Sony VAIO systems.
• Helped design, create, launch, and manage Support.com's internal SalesConnect website, enabling realtime interaction amongst sales staff.