Mark Reynolds Email & Phone Number

San Carlos, Ca, Us

Franklin, Wisconsin, Us

•Providing strategic direction and leadership to the Americas division (North and South America), driving revenue growth and market expansion.•Owning full P&L accountability for the Americas, focused on regional sales, business pipeline development, customer success & retention and operational execution•Developing and executing global customer-centric strategies to enhance customer satisfaction, loyalty, and retention.•Collaborating with cross-functional teams to align business objectives and ensure a seamless customer journey.•Fostering strong relationships with key stakeholders, partners, and industry influencers.•Overseeing operational excellence and performance to drive efficiency and growth.

San Francisco, Us

Boomerang, a Buyer Assist company, is an AI-powered pipeline generation tool that identifies your biggest customer advocates, monitors them for high-value triggers like job changes, key role hirings, onboarding complete and high NPS scores, and automatically follows up with them to book meetings or warm intros. Boomerang-generated leads are 4X cheaper than Google ads and have a 60% higher conversion rate. Here is a case study we did with Narvar who generated $800K in a new pipeline and saved ~$30K in marketing costs in ~2 months.

Austin, Tx, Us

Customer Operations are centralized customer-facing ambassadors aligned to our customers' success, making us easier to do business with, while delivering an Insanely Great Customer Experience.•Served a global team of approx. 90 direct and dotted line employees including heads of Customer Success, Technical Solutions Management (~$1M revenue generation), Customer Experience and the Global Command Center•Spearheaded staff augmentation in Philippines and Pakistan, rolling out 200+ processes and accelerating our Target Operating Model•Introduced reduced CSM:customer ratios for top 300 accounts, optimizing workload with our offshore partners•Re-defined process for a consistent, global onboarding experience across all product lines, supported by certification•Integrated seven in-circulation customer handbooks into single customer onboarding resource, translating into six languages•Expanded 24/7/365 Global Command Center facility to support “next gen” capabilities; led post event customer comms•Drove 133% three-year NPS improvement across all segments and 180% three-year NPS improvement across our Top 50 customers •Elevated CSMs to be a key driver of loyalty with a company-leading OSAT of 63% and a significant impact on sales/billing OSAT •Fostered 61% improvement in portal satisfaction & 25% improvement in Work Order satisfaction •Launched "Coffee & Donuts" renewal program, resulting in zero renewals lost due to service and 21% improvement in retention•Implemented top account pulse reporting/improvement plan plus improved Customer Business Review and service review process•Rolled-out, adopted and leveraged Customer Experience/Success Platforms (Gainsight and Qualtrics) to monitor customer health•Piloted Walk-a-Mile (think Undercover Boss) program, with 9+/10 ratings by VPs & line employees, in support of Culture initiative

Hayward, Ca, Us

Excellent customer experience creates brand loyalty, affinity, and drives revenue. The CX Certificate Program offered through the California State University, East Bay may be one of the most important investments your company can make. You will learn to understand how customer's feel about your company based on their experiences. You will develop deeper customer insights and learn how to integrate innovative digital methodology that will make your organization stand apart from the competition. California State University, East Bay CX Program is designed by industry experts and experienced leaders, for professionals seeking advanced skills in this fast-growing discipline. Classes feature a hands-on, interactive approach designed to provide the skills required to lead your company’s new customer experience culture.

Tallahassee, Fl, Us

The FSU Sales Trainer Academy (STA) was developed to enhance corporate sales training programs by combining education on adult learning and sales methodologies and processes into one program aimed at front-line sales trainers and those who lead sales training initiatives.

Worldwide , Us

"The Society" is a volunteer organization dedicated to promoting and elevating sales enablement as a strategic function. We are defining, debating, and taking firm positions about the sales enablement function in order to establish standards for this rapidly emerging profession. If you are interested in being part of our Bay Area Chapter, please reach out to me personally or visit our website www.sesociety.org to find out how you can get involved.

Santa Clara, Ca, Us

Sr. Director, Sales Enablement – Worldwide Sales Strategy | Office of the CRO•Enabled ServiceNow sales and partners to effectively and efficiently sell ServiceNow solutions to drive business value in the Enterprise and prosper in their role; led a global team of 15 people with an annual budget of $4M to execute•Built ‘Insanely Great’ managers by establishing a sustainable sales leadership playbook and coaching framework•Drove ‘Insanely Great’ ValueSelling adoption through sales success stories, dashboards and daily inspection•Reinvented award-winning onboarding with a Net Promoter Score of 87 and a 127% confidence increase in making plan•Maximized the Learning Management System as the single system of learning record; leading the LMS Executive Council to foster collaboration and alignment among business units•Led ‘Insanely Great’ Sales Kick-Offs for sales and partners with an overall satisfaction of 4.72 (out of 5)•Defined strategy to improve, minimize and enhance sales communications•Created a world-class EBC, leading to a customer overall satisfaction of 99% and a 24% confidence level improvement•Standardized content lifecycle, framework and ‘salesification’ process for ongoing training vehicles•Accredited teams on solutions knowledge, product knowledge and whiteboarding skills•Upleveled our sales Content Management System to be the “one-stop-shop”, built on the ServiceNow platform•Improved sales reference accessibility

Palo Alto, Ca, Us

Sr. Director, Global Field Readiness, Americas - Global Customer Operations | Americas Strategy and Transformation•Constructed and led a team tasked to empower the Americas Field (Account Development, Inside Sales, Field Sales, Pre-Sales, Partner Sales, Services Sales, Delivery) to successfully sell and deliver VMware solutions via knowledge, skills, and tools•Prioritized and aligned enablement needs by identifying biggest sales gaps and mapping to company priorities •Generated explicit six-month roadmaps, leveraging time-out-of-field benchmarks, and intended deliverables to address gaps•Cemented a corporate-wide learning culture including manager reinforcement, coaching, and leadership •Defined, measured, and validated sales and technical skills; delivering applicable training in all areas•Transformed VMware sales and marketing by deploying and operationalizing the ValueSelling Framework®; nearly a 65% increase in deal size is expected when all sales team members complete at least 9 months before the deal close date•Tracked leading indicators (i.e. internal customer satisfaction) and lagging indicators (i.e. ASP) to show impact•Created an exceptional onboarding experience, increasing time-to-productivity by 61 days, quota attainment by 13% and retention by 10%•Drove ELA accreditation, boosting confidence levels to position and execute successful ELAs by 39%•Created a new JIT/mobile enablement framework resulting in twice the increase in field confidence vs. other campaigns•Controlled a $4.5M + yearly budget for the department

Redwood City, California, Us

Director, Customer Experience - Global Marketing-Vertical Marketing, Events, and Customer Experience•Established global, cross-functional Amazing Customer Experience (ACE) Council providing direction, governance and accountability around a consistent global customer and sales experience, from suspect to cash•Drove “Voice of the Customer” platform to allow integrated input from multiple channels to various targets (i.e. web-surveys, Customer Advisory Boards), and to include more effective action and monitoring•Affected churn reduction by removing operational inefficiencies identified directly from “Voice of the Customer”•Guided reconstruction and training of “The Equinix Promise”: a new vision, mission, and core value initiative•Spearheaded sales surveys to assess gaps between marketing’s developments and sales’ needs •Created need and drove build-out of an Executive Briefing Center at HQ, leveraging the new Equinix brand

San Jose, California, Us

Director, WorldWide Sales Enablement - Strategy, Field Marketing and Operations•Cultivated the global sales enablement strategy and program from ground-up•Owned all content destined for global sales organization; accountable for quality, delivery, and cadence •Mobilized Interwoven’s WorldWide Sales Kick-Off for 550 participants•Directed team to produce sales intranet site, RFP program, win-loss reporting, and sales training/communications•Actuated and assessed production of corporate sales tools: case studies, executive briefings, pre-sales-call preparation tools, competitive enablement, customer ready presentations, ROI calculators•Standardized content framework for weekly, quarterly, annual sales training events: online, classroom, large-scale•Maximized learning and articulation of product and corporate messaging especially around product launches•Designed company’s premiere “Chalk-N-Talk”, an innovative, interactive white-boarding presentation ensuring consistent messaging in prospect meetings•Assessed comprehension of key training concepts through role-play techniques and web-based certification•Propelled unified account planning process enabling sales to focus on larger, long-term deals via a consistent framework

Us

Director, Customer Experience Marketing - WorldWide Marketing•Directed Executive Briefing Center team to execute programs for acceleration, expansion and securing of sales pipeline•Managed Customer Marketing team; programmatically harvested existing relationships and fostered customer success •Proactively planned for customer reference needs of sales, field marketing, product marketing, and public relations•Mobilized creation of Global Customer Program Assessment, increasing value and synchronizing multiple programs•Created and managed Executive Engagement Program to improve post-engagements and forge relationships within Global and Enterprise accounts•Accounted for planning, content and successful execution of BEA’s WorldWide Field Kick-Off for1300 participants•Managed and reconciled $1M yearly budget; direct report to CMODirector, Customer & Partner Briefing Programs (Executive Briefing Center) - WorldWide Sales Operations•Designed and developed briefing program framework, infrastructure, processes and tools to enhance customer experience•Evangelized programs to Executive Leadership Team, sales, marketing, other key stakeholders to increase program adoption•Maximized knowledge from internal organizations to promote BEA products, services and vision to Briefing participants•Developed tools, communications and portals to support field in planning and promoting briefings to customers and partners•Championed EBC rebrand to better represent BEA brand as part of the customer experience•Aligned program vision with sales process and strategy; managed initiatives to meet quality standards•Led team in Executive Briefing Program strategy and deliverables; ensured successful execution•Consulted with global sales teams to understand account strategy and customize agendas to meet objectives

Austin, Texas, Us

Senior Manager, Customer References Program - Marketing Communications•Recruited and developed “C-level” relationships with key customers; maintained references on critical accounts•Executed joint customer marketing plans to enhance customer advocacy•Drove Customer References Program rollout in Asia Pacific and Latin America, supporting company’s focus Manager, Partner Communications and Enablement - Alliances Marketing and Operations•Increased Alliances communications with press and prospects; generated clear vision of company’s ecosystem•Initiated restructure of internet and corporate/partner intranets to establish continuous, vital communication vehicles•Developed curriculum for engagement process training for partner sales and technical audiences Manager, IBM Channel Communications - IBM Business Development•Produced and implemented sales enablement tools to support and enhance field sales knowledge•Led public relations and marketing relationships with IBM to build awareness of joint success stories•Directed business development in creating additional opportunities in media and entertainment industries

Austin, Texas, Us

Market Development Manager, Oracle Online - Alliances & e-Business Distribution•Promoted integration with Oracle Store and “Partner Model”; developed channel business strategy •Organized engineering activities with product management to define and implement business requirementsAutomation Project Manager, Sales Process and Automation - Global Sales Practices•Proposed and implemented essential strategies for automation of sales processes, tools and resources•Selected opportunities for integration with internal sales websiteField Sales Communications Associate, Field Information Network - Global Sales Practices•Represented sales in Oracle Applications Product Release Process; responsible for developing communications kit and tools•Organized and managed User Group Conference events and activities targeted at prospects

Milpitas, Ca, Us

Silicon Graphics, Pty. Ltd., Sydney, Australia, July 1995 – November 1995•Created, organized and implemented a market research study of SGI’s Australian product pricing vs. competitor’s pricing Silicon Graphics, Inc., Mountain View, CA, June 1993 – March 1994•Assisted and supported the Internal Communications and Benefits teams with a variety of corporate projects •Organized and produced a college recruiting video, video database, worker’s compensation database, and ran a corporate Health Fair with over sixty vendors

Bs Commerce, Marketing & International Business

International Marketing

High School Diploma