Larry Herring - Csm,Ccsm Email & Phone Number

Los Angeles, Ca, Us

Drive customer success and spearhead transformative IT initiatives for clients, including Fortune 500 companies, public sector / SLED, and leading SMBs. Leverage expertise in global service delivery, professional services, technical sales, business management, and IT to deliver tailored solutions that drive operational efficiency and business growth.Key Achievements:◼️Customer Success: Achieved a 95% customer satisfaction rate by developing & executing strategic IT roadmaps that align with client's business goals and reduce operational costs by 21%.◼️Professional Services: Managed over 50 high-impact projects annually, resulting in a 32% increase in service adoption & a 44% reduction in project delivery times.◼️Technical Sales: Generated $10M in revenue through strategic pre-sales consulting, solution design, and technical presentations that address complex business needs◼️Sales & Business Management: Consistently exceeded sales targets by 25%, driving a 15% annual growth in new business opportunities and expanding the client portfolio by 35%◼️IT Infrastructure and Managed Services: Designed and implemented robust IT infrastructure solutions for global clients, resulting in a 51% improvement in system reliability and a 40% decrease in downtime◼️Global Leadership: Led cross-functional teams across North America, Europe, and Asia, fostering collaboration and innovation that resulted in a 25% increase in project success rates◼️Strategic Partnerships: Cultivated strategic alliances with key technology partners, enhancing our service offerings and contributing to a 22% increase in partner-generated revenueBy combining strategic vision with technical acumen, I deliver measurable value to HGI's clients, driving innovation and ensuring sustainable business success in a competitive global market. Our commitment to excellence ensures that every interaction leaves our customers wowed

Auburn, Wa, Us

Drove service excellence and revenue growth through strategic pre-sales and customer success initiatives, such as building a comprehensive portfolio of best-in-class IT solutions. Led a cross-functional management team of 43 with direct responsibility for circa 300 FTE.Key Achievements:◼️ Won TCV (Total Contract Value) of $200M+, attaining key metrics around project margin and utilization rates/pricing and worked with use cases.◼️ Increased sales/service delivery by 28% ($2.8M) MoM via sales strategies such as lead generation withexternal clients on RFP responses requiring cross-functional input such as stakeholder interviews.◼️ Maintained strategic executive relationships, resulting in a 23% increase in client retention and satisfactionthrough effective customer relationship management (CRM).◼️ Delivered a 21% improvement in performance and enhanced employee engagement and retention by 25%through skill development of best practices and coaching / mentoring all technical employees.◼️ Attained a 94% Net Promoter Score (NPS) rating from accounts by serving as the "voice of the customer" to internal teams throughout project planning/delivery, ensuring world-class customer service.◼️ Leveraged emerging GAI tools/processes to reduce the cost of customer engagement, IT services, and contract management by 30% while maintaining high-quality service delivery.

Palo Alto, Ca, Us

Led the turnaround of a 39-member team of Consulting Engineers, Customer Success Managers, and Professional Services across a 1.3K string global matrix network. Managed budgets of circa $5M with engagements up to $50M TCV.Key Achievements:◼️ Improved team performance by 75% through implementing GAI tools, enhancing technical competence in proposal writing and customer support with a focus on business practices.◼️ Increased CSAT by 38% and Net Promoter Score (NPS) by 50% through a comprehensive customer experience strategy.◼️ Applied financial acumen, optimizing spending by 15% through efficient headcount management, servicedelivery improvements, supply chain management, and vendor utilization.◼️ Drove growth and delivered a circa 41% margin, focusing on customer satisfaction through consultative selling and solution-selling techniques.◼️Responsible for 100% successful (customer-obsessed) implementations. Assists in opportunities qualification and risk assessment.◼️Responsible for validating/endorsing the technical solution for the engagement. Works with Solution Architects to ensure that solution design can be delivered appropriately.◼️ Led the Engineering and delivery team in developing and substantiating a winning value proposition that meets the customer's needs, including analyzing critical business drivers and risks, SaaS, XaaS, and enterprise infrastructure◼️Team lead of over 1300 people for Sustainability & DEI for the Americas: people, Planet, and Community.Key

Maryland Heights, Missouri, Us

◼️Led sales & delivery operations, & technology initiatives for strategic operations for 42 cutting-edge Senior SA/Engineers within a world-class, fast-paced environment with a focus on using best practices and innovative approaches to increasing productivity, operational, & efficiency levels◼️Led technical projects valued from $500K to over $55MM with multinational companies while diffusing escalated crises globally.◼️Managing key customer accounts required identifying and remediating escalated operational issues. Successfully improved customer loyalty by an impressive 50%. ◼️Evaluated the department's strengths and weaknesses and offered continuous improvement to Senior Management. Successfully slashed overhead by an impressive 75%. ◼️Consult and engage with Executive Management, Business Managers, Account Managers, PMs, and Clients as needed to facilitate, negotiate, coordinate & deliver integration and consulting services as required. Meet with Sales Engineers, PMO, elivery, and Client's to provide world-class quality, on-time services and resolve business issues with the appropriate technology solutions◼️Implemented a new Security Practice using out-of-the-box and innovative approachesDemonstrated background in utilizing a hands-on management style to improve team metrics and obtain high levels of employee buy-in/engagement in turn building and mentoring High-Performance Teams with innovative approaches ◼️Attracted & acquired world-class talent to bolster the services provided by WWTLead staff & business process augmentation outsourcing on a global basis◼️IT Sales & Service experience in infrastructure operations within Global Active/Active Data CentersFormed and implemented programs that dramatically improve productivity, revenue, profitability, and customer satisfaction for the Service Delivery Organization◼️Strong acumen with business systems and functions and related processes

Maryland Heights, Missouri, Us

Provide leadership to the global WWT engineering team, Delivered staffing and utilization management for Professional Services engagementsPerform capacity planning for the pipeline of engineering engagementsCoach and mentor engineering staff on Professional Services best practicesDevelop and maintain staff training plans to ensure skills coverage of project pipelineServe as the engineering management escalation path to customersRecruit, interview, and hire top industry talent to grow the Org.Build, maintain, and utilize subcontract relationships to level capacity fluctuationsRefined and modified partner relationships for a 60% increase in profitComplete performance evaluations for engineering personnelEnsure compliance within IT dept.Managing large P & L's across different verticlesEvaluate processes and recommend changes to drive higher quality and profitabilityMaintains a thorough knowledge of the organization and adheres to all organizational standards.Direct & coach a diverse team of talented Project Leads and ConsultantsManage client accounts and complex projectsDevelop project opportunities with new and existing clientsUnified best practices used for hardware and software engagementsMentor team members and provide feedback to grow and improve skillsConsistently strive to enhance the quality of service levels and identify opportunities to create value-added services, products, and proceduresMaintain final responsibility for all professional services activities and performanceHave ultimate responsibility for efficiency, productivity, and profitability of the PS teamConduct face-to-face customer loyalty meetings for top services customers.Establish and cultivate a stable working relationship with all internal customers – Delivery Services Managers, Solutions Teams, Recruiters, Branch Managers, Account Executives, Sales Management and Senior Leadership Team.Validate and approve services estimates/statements of work for services engagements.

Vernon Hills, Il, Us

The PSM is accountable for effective and efficient day-to-day Professional Services operations, client relationship management, and driving alignment with the Sales team, SA's & Engineering Solutions team. The PSM demonstrates a laser-like focus in leading the Advanced Technology Services Teams to achieve finance, operations & customer targets. ◼️Establish and cultivate a stable working relationship with customers – building relationships with the customer from IT engineering staff up to “C” level executives. Accelerate co-workers' professional and technical development through coaching, mentoring, and training to ensure laser focus on achieving high customer satisfaction.Build and maintain strong relationships with key partner representatives.Lead and manage designated Advanced Technology SVCS team to sales, finance, operations, customer, and coworker targets. ◼️Customer Responsibilities –Own and manage customer satisfaction/loyalty with your customers. Proactively resolve issues as necessary. Negotiate, validate & approve service estimates/statements of work for service engagements.Ensure that best practices are incorporated in the delivery of services for all solutions across practice (s) and geographies. Provide overall engagement management and oversight for customer engagements.◼️Manage the team to have the right set of technical skills, in the immediate and long-term, which are focused on Advanced Technology Products and Emerging Technologies. Ensure the team fully understands their roles and possesses the right set of professional consulting & skills◼️Operations Responsibilities –Lead and implement Advanced Technology Services’ vision, goals, and strategiesManage and monitor General & Administrative expensesEstablish and cultivate a stable working relationship with vendor partners – Vendor Partner Engineer Managers / Vendor Partner Services Managers / Vendor Partner Account Teams Measurements and TargetsRevenue, Gross Profit, Gross Margin

Rancho Cucamonga, Ca, Us

Professional Services ManagerManage all activities within the Professional Services Dept & Special Systems dept. PS is made up of engineers from various levels of technology that perform consulting, integration and implementation services in the field of enterprise data center, computer and network applications. Motivates the individual team members to meet and exceed personal as well as team targets.Consulting expertise/experience. Program/Project management expertise/experience. Develop and maintain World Class consulting processes and personnel.Consult with Management, Account Managers, PM's and Client's as needed to facilitate, coordinate and deliver integration and consulting services as required. Stay abreast of advances in technology and integration methodology. Meet with Integration & Professional Services Engineers, PMO, and Client's to deliver world-class quality, on time services and resolve issues. Review project plans & scopes of services to plan and coordinate project activity with Integration Services employees. Develop and interpret Integration Svcs. goals, policies, and procedures. Evaluate the department’s strengths and weaknesses and offer a continuous improvement to the organization. Review Scopes of services as required facilitating pre & post sales efforts for a closed loop process from birthing a proposal to completing a project. Develop training goals & detailed plans for Professional & Integration Services Engineers. Direct daily operations of the department, analyzing workflow, establishing priorities, developing standards and setting deadlines. Review and approve all project documentation before delivery to project management or client.Review of Professional & Integration Services engineering staff project delivery methodology. Recruit, hire, train and supervise staff, or participate in staffing decisions. Review tools needed for Engineering Field Support, Consulting Engineers & facilitate acquiring tools as required.

New York, Ny, Us

Senior Project Manager for Enterprise Data Center, Virtualization and Infrastructure.•Lead a matrixed team of system design & build engineers, and infrastructure technologists to successfully deliver significant infrastructure change in a large-scale enterprise environment•Deliver World Class Service Delivery and Sales/Support to all business units within the organization on a global basis •Translate highly complex concepts in ways that can be understood by a variety of audiences •Predict emerging customer needs and develop innovative solutions to meet them •Interact with and report regularly to executive project sponsors and senior technology leadership along with all vendors on progression •Concurrently manage the infrastructure build-out on multiple complex initiatives at various stages •Provide leadership in steering projects toward defined standard infrastructure solutions, platforms, and best practices •Influence senior leadership to adopt new ideas, products, and/or approaches when appropriate •Ensure the infrastructure adheres to the requirements for availability, stability, and efficiency •Develop and maintain infrastructure and resource cost estimates •Define and manage complicated project schedules, resources, and delivery commitments •Complete complex projects within budgetary and scheduling guidelines •Manage project risks and issues •Delegate, integrate activities, and resolve conflictsTrusted advisor to 'C' suite in my ability to solve our clients’ most complex technical challenges and our uncompromising commitment to delivering the highest quality of world-class service in the IT industry. My expertise is focused on data center virtualization, collaboration, security, mobility, contact centers and network infrastructure. I deliver purpose-built solutions for commercial, private and public sector clients and offer a full suite of professional, managed and hosted services that address the complete technology lifecycle.