Marc Kaplan Email & Phone Number

San Francisco, California, Us

As the Vice President of Technical Services, I expanded my responsibilities to include overseeing the Sales Engineers and Solution Architects, as well as the Technical Account Management, Customer Success, and Global Customer Experience Support teams. The support team focuses on scheme design, architectural design, programming support, advanced services, and support for value-added resellers, technology, integration partners, and operational management of dedicated cloud programs.Some of the key projects I led include:- Developing a strategy to utilize LLM and ML programs to improve support processes and customer experiences, resulting in increased support system efficiency and case deflection.- Serving as the executive sponsor and InfluxData Technical Executive for the InfluxDB program, successfully integrating InfluxData Tier 3 support into Amazon's case escalation framework.- Creating and developing the TAM program, which drove 20%+ ARR growth within the first eight months for TAM-assigned accounts and led to a 15% increase in overall customer satisfaction.Throughout my tenure, I continue to foster a culture of collaboration by working closely with engineering, product management, sales, and marketing leadership. This collaborative approach contributed to the highest company satisfaction surveys. Additionally, I restructured the team model to improve targeted cross-team knowledge sharing, resulting in enhanced collaboration, communication, effectiveness, and industry-leading customer satisfaction and retention numbers.

San Francisco, California, Us

Supporting, inspiring, and leading a team of brilliant system engineers and solution architects, while building something great. As Director of Sales Engineering and post-sales solution architect teams, I helped shape and support InfluxData client experience. As part of providing our customers with an exceptional experience throughout their complete InfluxData experience, I partnered closely with sales, marketing, customer success, and SDR teams– to provide outstanding pre-sales and post-sales requirements.• Worked closely with product management, sales, and marketing leadership on strategies and deliverables.• Partnered with engineering and product management on an extensive demo and proof of physical and virtualized environment.• Established customer and technical sales training programs.• Developed a distributed pooled model to support the APAC partner community, optimizing resource utilization while ensuring that partners and associated customers had an exceptional experience.• Established innovative and highly efficient ways to provide coverage in a highly dynamic environment. • Coordinated team recruitment, onboarding, enablement and fostered the extended- and short-term team and individual objectives.

Great Neck, New York, Us

As CTO I provided strategic advisement in developing MVP, architecture, product roadmap, and business plan for an early-stage secure end-2-end encrypted file-sharing start-up. In addition, I developed business and marketing plans, created user stories that drove collaborative work with product development—supported by an in-depth competitive analysis that included product roadmap recommendations.At SENT all that we think about is your security. We live it and breathe it and every time you send a password in an email (or, eek, your social security number) we die a bit inside. That’s why we built this amazing app that makes it soooo easy to be secure. It lets you send any file securely, no matter how humungous or minute, for the cost of a stamp (super crazy affordable), or less because you get free stamps. The point is that the world has changed and created digital dangers around every corner and we’ve met that challenge and created the antidote. With SENT, you really can send any file securely to anyone. So please use it or we will cry, a lot.

Lynnwood, Washington, Us

As Vice President of Sales Engineering and Support, reported directly to the CEO and directly responsible for the global pre-sales and post-sales support engineers. The job provided me with the opportunity to build a sales and support organization from scratch, hiring, developing processes, designing, and deploying supporting systems and infrastructure.In addition to managing the sales and support engineering teams in an early-stage startup environment, I was also responsible for optimizing the limited resources, supporting ever changing programs and processes. Additional activities included:• Designed and built an extensive demo center and use case library.• Closely collaborated with product development and marketing in the creation of the technical product and marketing roadmap.• Partnered with APAC sales executive on successfully closing the company's first 7 figure deal.• Partnered with APAC sales team to develop and expand APAC customer and partner base.• Collaborated with product management and development on release objectives, including technical and sales training.• Developed use cases and reference architecture library with a supporting demo center.• Collaborated on design and delivery of POC (proof of concept) | POV (proof of value) best practices documents.• The support organization consistently achieved 4.0/5 or better customer approval ratings.

Redmond, Washington, Us

I served as a security consultant on various infrastructure security projects, including vulnerability testing, PCI vulnerability testing and compliance validation, and highly secure network architecture. Accomplishments:• Improved Qualys vulnerability scanning process• Uncovered critical gap in security scanning and architecture• PCI compliance program technical owner• Worked directly with Coalfire (QSA) audit team on remediation• Collaborated with Security team on Realtime security events

I co-founded Mobile Intelligence, a bootstrapped startup with a mission to develop a secure real-time collaboration platform. The company created a secure mobile application, Gomazu, that facilitated real-time scheduling, conflict resolution, and content sharing. This application operated independently of back-end calendaring platforms and mobile devices, ensuring [specific security feature or benefit].In the capacity of a founder of a typical early-stage startup, I undertook various roles, including overseeing a geographically dispersed team of developers, marketing, and DevOps engineering volunteers. This was not without its challenges, particularly in managing a remote team and ensuring effective communication and collaboration. However, through my leadership and adaptability, I was able to successfully navigate these challenges and contribute to the development of wireframes for an iOS application, a business plan, a pitch deck, and a roadmap. I was deeply involved in delivering the functional MVP prototype within a six-month timeframe. Moreover, I spearheaded the establishment of a robust social media presence and associated content.

Seattle, Washington, Us

As a Senior Director of World Wide Security Architects chosen by the Executive Team to spearhead the growth of the security business as a compliment to the core application delivery focus.Responsibilities included:• Built and expanded the World Wide Solution Architects’ team.• Served as key stakeholder and builder of the global field readiness program.• Launched global, quarterly, technical, and business security roadmaps with Product Development and the Executive Teams.• Executed on global sales growth plans including resource requirements and budget needs.• Provided oversight with product management and development on release objectives.Achievements:• Developed and executed security strategic plans that resulted in a 70% year-over-year growth in security sales.• Developed and executed sale readiness plans that improved global knowledge of both technical and sales organization.• Reached target hiring objectives of building an international top tier architect team and successful retention of highly skilled professionals.• Developed and executed strategic external vendor relationships that resulted in strong communication and commitment while representing considerable revenue growth.• Served as keynote speaker for technical conferences covering topics from SSL VPN to identity management.

Seattle, Washington, Us

As a Director of Americas Field System Engineers, was responsible for the North America andSouth America Field Systems Engineers. Managed and led team with innovative tools to become aworld-class provider of pre-sales support.Responsibilities included:• Managed over 120 Field System Engineers and 14 Field System Engineering Managers• Served as key stakeholder in the field readiness program. Managed new and sustained producttraining programs, competitive product prioritization and requirements, and sales education to Field System Engineers.• Served as key stakeholder in quarterly technical and business roadmaps and reviews.• Developed and executed the roadmap requirement of North America to Product Developmentand the Executive Teams.• Managed high severity customer escalation issues, new feature requests, or modifications toexisting features to the Product Development Team.Achievements: • Obtained funding, managed the design, development, and implementation of multiple trainingdemos and POC labs across North America used by global Field System Engineers.• Solely responsible for the development and execution of training programs on core productsfor all Field System Engineers in the Americas and required certification. Successful retention ofhighly skilled professionals.

Seattle, Washington, Us

As a Manager, Field System Engineers was responsible for the Solutions Architects of NorthAmerica. Spearheaded the establishment of the North America Subject Matter Expert team.Managed high severity customer escalation issues, facilitated feedback and communicationbetween the customer, Product Development Team, and Field System Engineers. Influentialcontributor to significant realignment of several F5 products from customer requirements.Responsibilities included:- Managed 9 Solutions Architects that covered the F5 acceleration, security, core technologiesand 5 Federal Field System Engineers. Served 6+ months as interim Field System Engineer Manager for another team until a new manager was hired.- Developed and launched security training to Field System Engineers.Achievements:- Built and expanded the Field System Engineers and Solutions Architects. Solely responsible forthe development of the architect resource allocation risks processes in North America- Led on security, core, and acceleration product roadmaps with the Product Development Team- Developed and executed risk and benefits assessment, and led in the development of a NorthAmerica Subject Matter Expert Group. Managed global sharing through inclusion of World WideField Systems Engineers in all Subject Matter Expert alias and conference calls- Provided oversight on product development and marketing meetings. Served as a technicaladvisor to the Marketing Team to better understand how to incorporate total market approachstrategies within the marketing plans.

Seattle, Washington, Us

As a Security Solutions Architect, was responsible for security solution architecture and delivery for pre- and post- sales consulting for Fortune 500 clients, including the design and implementation of medium to large-scale security networks with specialized support for strategic clients in the North East. Served as escalation point for the Field Systems Engineers as well as Subject Matter Expert on market security practices. Served as a mentor and cross-trained Field System Engineers on F5 acceleration, security and core technologies.