Mark Simpson Email & Phone Number

Melissa, Tx, Us

I wear multiple hats as COO of a unique telehealth start-up that is pushing through the limits of traditional medical practices to offer comprehensive, progressive hormone and wellness products with a superior experience. I work closely with department heads to manage daily operations and execute the business plan. ➥ Integrates all major operating functions of the business, holding the leadership team accountable and ensuring everyone is rowing in the same direction. Uses the Entrepreneurial Operating System tool to clarify, simplify, and achieve the vision for the business. ➥ Moved the business to the Cloud version of salesforce, consolidated IT tools, and implemented a ticketing system. ➥ Shaped the Customer Success program and Project Management processes. Ensures visibility of progress and issues, and the completion of projects on time and under budget.

Plano, Texas, Us

I held multiple roles for this global leader in cybersecurity, supporting customer success in each position and increasing customer retention. As Armor changed the way it dealt with customers and support, I adapted and helped improve the overall program. I capped my tenure as an Enterprise Account Manager, leveraging that great customer understanding I had earned to upsell as a highly effective client nurturer – the most successful in the company for 2021.➥ As EAM, led top-tier accounts with global clients across healthcare, technology, and non-profits. Exceeded a $4M quota with $7M in business in 2021, $2M of which was growth in existing business. ➥ As Customer Success Director, codified valuable CS experience by implementing the organization’s first formal CS implementation framework.➥ Moved NPS from 50 to 70 within 24 months. Increased the average customer tenure by 1.5 years with a priority on proactive relationships and consistent customer outreach.➥ As Customer Success Manager, partnered with account executives to create and execute strategies for their book of business. Planned and delivered executive business reviews and created customer success plans, monitoring account health with an eye for opportunities for customers to become more sticky within the platform. ➥ Partnered internally with every aspect of the business to ensure successful outcomes for clients.➥ As Technical Service Manager, provided 50 top-tier accounts with cybersecurity and infrastructure support, navigating HIPPA compliance, PCI compliance, and general security needs.

Here I quickly absorbed formal project management skills on the job for an automotive software company, executing for two very different teams – infrastructure and software development. I discovered a strength in laying out and articulating complex initiatives – and the ability to build relationships and win over those initially skeptical of my role. Learning how each leader likes to be communicated to, I drove for progress and came in on time and under budget.➥ With calming leadership amid great uncertainty, led six complex initiatives post-acquisition to divest from the Dealertrack data center and move to DealerSocket’s virtual data center. Balance Waterfall and Agile methodologies.➥ Met with clients regularly to assess product needs, communicate updates, and manage expectations.➥ Served as scrum master for the product team addressing new features.

Round Rock, Texas, Us

In this role I focused on incident and change management, serving Seton Health Care in Austin, TX, as part of its larger service delivery contract with Dell. I expanded my knowledge and experience, particularly around the migration activities of Seton’s purchase by Ascension. ➥ Ensured compliance with SLAs for assets, ranging from desktops and infrastructure equipment to hospital technology equipment. ➥ Charted incident awareness, analysis, and direction, working with managers, delivery leaders, and customer leadership to ensure proper change controls were followed to maintain service availability. ➥ Managed the migration of Seton healthcare from BMC Remedy to ServiceNow. Created and automated reporting for SLA needs and collaborated with other teams to assist and train on the reporting module. Served as an SME for Ascension employees responsible for other areas of migration. ➥ 2013 Silver Achievement Award

New York, Ny, Us

Managed large service desk teams in Fort Worth and India, leveraging previous frontline experience performing computer troubleshooting. After Fort Worth work was offshored, rebuilt that desk, and created a training framework to help handle responsibility for new business units. Exercised a strategic view and long-term planning, adept at making the most of a process and well as helping people see their own strengths more clearly.

Served multiple jurisdictions with increasing responsibilities, graduating from the Police Academy at Dallas Baptist University. Exercised great agility in diffusing conflict and performed well under pressure.