Mark Luce Email & Phone Number

Santa Clara, California, Us

Customer Success Manager providing the customer with the complete customer success lifecycle from presales through early adoption to the seasoned customer, by providing the customer a seamless experience through out the product life cycle. Key Achievements:Optimizing the end-to-end customer lifecycle and partnering with Sales to ensure renewal or expansion opportunities are identified successfully and to drive new business growth by generating advocacy and customer references.Developing and executing clearly defined customer success plans to expand product adoption and grow relationships including identifying upsell and growth opportunities while collaborating with sales teams to ensure growth attainment.Utilizing executive-level interpersonal, project management, communication and problem-solving skills and executing win/win negotiating strategies to maximize renewal value while enhancing customer relationships.Interfaced with Sales and Services organizations to address and resolve critical escalations to support positive customer outcomes to promote and deliver the value of the Palo Alto Networks premium service offerings.Strategized, facilitated, and collaborated on initiatives with Product Management and Engineering to improve customer support experience, product satisfaction, and operational efficiencies while interacting with customer leadership.

Customer Success Manager who continually exceeds expectations by building valuable relationships with at all levels within the organization including stakeholders, partners, management, team members and customers. Managing a portfolio of commercial and enterprise accounts.Key Achievements:Orchestrated the overall relationships with the assigned client base, this increased the customer adoption, expansion and ensuring retention.Establish regular cadence meetings (Weekly, Monthly, and Quarterly) with each assigned client, to review executive dashboards and program status and deliverables.Interfaced closely with the Account Team (Account Manager, SE, Training and Enablement teams) providing new opportunities for customer use cases for McAfee products across all organizational functions.Assisted in workshops to help customers demonstrate the full value of McAfee solutions and lead QBR meetings. Support Training and Enablement in identifying and recommending staff training opportunities.Worked closely with the customer on all technical inquiries, issues and escalations and drove them to solution. This included working with Solutions Architects, Engineering and Product Management as needed.

Round Rock, Texas, Us

Global Escalation Manager experienced in all aspects of customer service management, including continuous quality improvement for exceptional customer experiences. Lead multiple teams through applying my technical escalation management expertise, to resolve complex customer issues by coordinating and managing global escalations between the account teams, sales, support, engineering, manufacturing, product development, and the customer. Key Achievements:Drove rapid issue resolution processes through increased visibility to the customer through regular face-to-face touch point meetings with the customer engineers and executives to drive resolution by providing the next step action plans until resolution.Initiated proactive issue resolution by identifying key themes and patterns of problems through the use of applying routine troubleshooting solutions to resolve common and known issues, thus reducing the support-related issues.Analyzed customer technical problems with respect to business, operational and financial areas of customer service and advise Dell Technology Senior Management on any development and action plans by generating support plans to resolve complex service related problems.

Richardson, Texas, Us

Provided executive-level focus and drove consistency in the execution of all VCE Customer Success-related initiatives. As a key representative for the customer who has direct access to the partner companies (EMC, Cisco, and VMware). With the access to leveraging the support of local and corporate resources in managing and attaining the highest levels of customer satisfaction. Key Achievements:Managed a customer base comprised of 63 enterprise and commercial accounts and 80 VCE “Converged Platform Systems” and “Hyper-Converged Systems” across the upper Midwest region and greater Chicago region.Manage the ongoing converged and hyper-converged product lines by providing the VCE experience for the customer across multiple company practices within VCE. Including Support, Sales & Delivery, and manufacturing teams to provide the customer the utmost level of a white-glove experience through the use of having a dedicated advocate for the customer to provide the customer as a go-to resource for any VCE need. Trained and managed Customer Advocates in Indiana, Chicago, KS, MO. regions, providing ongoing training on VCE process and procedures for new and existing employees.

Minneapolis, Minnesota, Us

Created and Implemented VMware Designs which included: network, storage and vSphere best practice system designs. Created and implemented, custom installation for VMware View, SRM & vSphere. Worked with customers, on their processes and procedures, for upgrading their vSphere environment.

Responsibilities included VMware ESX 3.x installation and configuration. Virtual Center 2.x implementations and installation/configuration. Providing technical pre-implementation components including overview of P2V and ESX 3.X jumpstarts, ESX, VC, P2V and LabManager conversions and installations as well as post-implementation instruction on management and use of functions and features.

Philadelphia, Pa, Us

Shared team responsibility for network support, software application support and IT project management. Supported Active Directory, user accounts and email account administration.Provided Server Management of more than 45 servers including MS Exchange, Win2000/2003 file and print servers and a Storage Area Network.

Beinasco, Piemonte, It

Administration and management of the installation, upgrade and maintenance of corporate client/server software and hardware.Monitored and updated the corporate WINS, DHCP and DNS servers as needed.In addition, daily duties included the creation and assigning security rights of NT user accounts and access control lists.