Kyle Castro Email and Phone Number

Achieved $150 million portfolio management by developing and managing program plans for complex migrations, leadinglarge cross-functional teams, and scoping $2M in professional/managed services.• Generated additional $5M+ in services revenue by coordinating well-architected reviews, developing account plans alignedwith customer initiatives, and earning trust with essential stakeholders including CISOs, C-suite, and engineers.• Achieved ~11% annual recurring revenue growth by leading discovery sessions, building project plans, and orchestratingproject governance strategies in consultation with CISOs and security leaders.• Increased AWS security vertical ARR by ~10% by providing thought leadership on cybersecurity trends, exposing new threatvectors, and optimizing ISV customer applications.• Advanced GenAI and machine learning capabilities with 6 POCs launched (~$950K) by leading roadmap transparencysessions, defining holistic business initiatives, and leading cross-functional teams to build and deliver.

Achieved a 10% increase in customer platform adoption revenue by providing strategic guidance to cross-functional accountteams and empowering customers to optimize and scale deployment strategies through hands-on workshops and roadmapreviews.• Built the new Customer Success/Client Director function from the ground up by executing annual account planning sessions,documenting operational methodology, optimizing cross-functional alignment, and instilling a customer-centric culture acrossall teams.• Enabled Professional Services teams to navigate large, complex engagements, resulting in a 5% increase in renewal revenueand a 10% reduction in project delivery timelines.• Enhanced team management and customer advocacy by providing coaching and mentorship to Customer Success Managers,ensuring they deliver exceptional customer onboarding and ongoing support.• Drove revenue growth and customer expansion by leading the development and execution of customer success strategiesfocused on renewals, upsells, and value realization.Key Achievements:Spearheaded a 5% revenue increase through innovative client retention strategies and market penetration.Contributed to the strategic direction of Netskope support offerings, outlining processes for the new Client Engagement role.Enhanced renewal rates by approximately 5% through the implementation of innovative use case workshops covering PCI, PII, DLP, and cybersecurity.Proven Client Engagement Director with a track record of spearheading revenue growth and shaping customer success strategies. Expertise in client retention, market penetration, and driving innovative solutions. Played a pivotal role in evolving professional services at Netskope. Now seeking opportunities as a Senior Director of Customer Enablement and Delivery Strategy.

Achieved a 5% increase in customer satisfaction scores and a 20% rise in customer spend by leading account team, establishingtrust with executive decision-makers, conducting business reviews and executive visioning sessions, and developing accountteam strategy.• Increased product consumption by 35% by advocating for customers within AWS, convincing product leaders to implement10+ product feature requests, securing professional services talent for complex migrations, and writing business cases forcustomer involvement in beta programs.• Contributed to a 10% increase in revenue and cross-selling services by overseeing enterprise AI/ML and data & analyticshealthcare professional services portfolio valued at $50M, defining success criteria, and ensuring accelerated projectcompletion.• Delivered $25M in professional services for complex data migrations by leading project governance for internal/externalteams, defining project scope, and removing blockers.• Enhanced customer-centric approach and renewals by acting as the voice of the customer within AWS, convincing productleaders to implement product feature requests, and ensuring customer involvement in beta programs.

Increased customer retention rate by 15% within NTT's professional and managed services portfolio by developing andimplementing a service delivery strategy for a team of five service delivery executives, managing a $150M portfolio.• Reduced time to remediation from 20 days to 8 days by collaborating with global NOC and escalation leaders to implementthe '5 Whys' analysis methodology, improving recommendations and decreasing RCA iterations by 3.• Enabled operational excellence in customer onboarding for a global enterprise portfolio of cloud-based services customersby capturing best practices, developing account governance strategy, and disseminating information to the broader NTTcommunity.• Enhanced team performance and customer advocacy by providing guidance, mentorship, and coaching to a team of five tenureddelivery executives, strategically managing a $150M portfolio of enterprise professional services/managed-services business.• Improved decision-making and strategic enablement by developing dashboards and reporting tools to provide actionableinsights for service delivery

Saved over $1M across multiple projects by leading SAP Workday HRS migration with a cross-functional team, leveragingSix Sigma and LEAN project management methodologies.• Enhanced customer onboarding and satisfaction during SAP Workday HRS migration by providing coaching and mentorshipto team members.• Improved decision-making and reporting accuracy by developing analytics dashboards and reporting tools for projectmanagement.• Increased team performance and project execution by implementing customer-centric strategies and enabling teammanagement in a cross-functional environment.• Achieved seamless integration and operational efficiency by executing strategy and utilizing AI/ML tools during SAP WorkdayHRS migration.Gained Six Sigma Black Belt Certification and applied DMAIC to LEAN project, saving the company $1M+.Drove operational efficiencies through seamless SAP HRS migration, utilizing Agile framework and Kanban.

• Achieved a 25% increase in customer satisfaction rate by reducing B2C customer ticket resolution time by 45% throughimplementing streamlined workflows and integrating customer feedback into the development of best practices.• Enhanced security and optimized cloud infrastructure during the hypergrowth phase by strategizing and executing ITinitiatives, including negotiating vendor contracts.• Enabled better decision-making and team management by developing dashboards and reporting systems to track key metrics,providing actionable insights.• Increased revenue growth through effective leadership and execution of strategic initiatives by leading a team focused oncustomer-centric solutions, renewals, and expansion.• Improved overall IT and operational efficiency during a critical growth phase by coaching and mentoring team members,ensuring they were equipped with the necessary skills and resources.Brought clarity to ambiguous scenarios, oversaw the implementation of a secure and scalable IT cloud strategy, and orchestrated successful launches of new products resulting in a remarkable 145% Year-over-Year (YOY) revenue increase. Elevated CSAT by 12% through the strategic implementation of customer happiness methodologies, optimization of support technologies, and the formulation of a robust customer support strategy.

Headed cross-functional professionals and services team composed of Engineers, Architects, Services Support, Pre-sales, and Field Sales in delivery of IT solutions/services, including wireless, SaaS, security, disaster recovery/backup, network, and cloud infrastructure.Secured 15 net new logos from mid-market customers for new services and hardware, generating $1.2M in revenue and a 40% increase in managed services and professional services.Certified optimal customer support experience and delivery of added value to customers through Cisco, Meraki, NetAPP, VMware, Pure Storage, Veeam, Splunk, and Check Point partnership management.

Achieved a 27% increase in revenue growth by spearheading initiatives to improve customer retention from 85% to 112%,emphasizing customer-centric account management strategies and data-driven insights.• Enhanced team performance and customer satisfaction across a $50M+ portfolio by orchestrating the service delivery andproviding strategic guidance to 50 customer success specialists and delivery managers in SaaS solutions.• Improved resource allocation efficiency by 20% in financial forecasts for SSI’s Professional Services by maintaining 95%accuracy, contributing to meeting customer demands effectively.• Fostered a culture of operational excellence through continuous improvement measures by actively soliciting candid feedbackfrom customers and employees and applying 'first principles' thinking to solve complex problems.• Developed a robust coaching and mentorship program for 50 customer success specialists focused on customer onboarding,renewals, and expansion, ensuring alignment with company strategy and goals.Secured a $70M Microsoft contract extension by spearheading a successful pilot program, building a 50-person global CX and inside sales team equipped with cutting-edge tools and streamlined processes for optimal customer support.