Mark W. Email and Phone Number

Leverage over 25 years of experience in customer-facing Account Management roles (Sales, Pre-Sales, and Customer Service) to advocate on behalf of our customers to ensure win-win outcomes using:- Proactive engagement based on account health metrics.- Reactive engagement in response to systemic challenges or opportunities.- Collaborative engagement of Customer, Partner, and Dell Technologies stakeholders and resources to develop a Success Plan with explicit deliverables designed to both address current concerns and prevent future challenges.- Continual Improvement to drive enhancements of Dell Technologies offerings for alignment to changing customer needs.

Customer Success, Delivery Excellence Team- To support rollout of the enhanced code currency definition, provided feedback and proven best practices for working with customers to identify and upgrade to the best code levels for a customer’s environment (to reduce overall risk using a controlled process).- Collaborating to define the account check-in process to measure Account Management process maturity, control, and best practice integration to support our customers, exposing opportunities for our frontline resources to further reduce customer risk and maximize customer value.- Ad hoc troubleshooting to remove obstacles for our Account Management Services frontline teams

Account Management Services, Program Management Office (PMO)- To support rapid growth of the AMS Team, developed and published the Account Management Playbook to guide new and existing team members on the processes, resources, and best practices for Account Management Services..- Led efforts to provide a consistent Support Experience and Enhanced Reporting as Account Management Services Lead for the Consolidated Portal (re-platform of MyService360 on Dell Infrastructure).- As AMS PMO Lead for Account Management Workbooks, coordinated with the Account Management Focus Group, Product Manager, and Development Team to prioritize AMS needs and drive continuous improvement.- Collaborated with Team Members to support numerous projects (including Collaboration Playbook, FCO/Code Currency Escalation Process, Account Scorecard, DTS Tools Reference, and new reporting tools).

• Served as Business Enablement Network (BEN) Champion to increase support for new service initiatives.• Served on Account Management Portfolio Focus Group to identify and prioritize enhancements for external reporting via the Account Management Workbooks and MyService360 (online support).• “Go-To Resource” for SAMs on Best Practices and Processes.

• Developed, maintained, and improved Brio SAM Report used by SAM community for 5 years.• Developed SAM Utilization Tool for providing insight into time SAMs spent among various activities and Customers, with auto-generation of table for input into reporting tool.• Developed training materials for new and experienced SAMs as lead instructor for 8 SAM Boot Camps.• Earned EMC “Above and Beyond” Award for contributions to the SAM Community & Boot Camp.

• Increased Systems Availability through proactive management of installation and upgrade activity.• Accelerated technology adoption, reducing time-to-benefit and increasing new opportunities.• Developed Maintenance Renewal Best Practices, improving compliance and reducing risk.

• Developed tool to measure and manage WIP print jobs, improving on-time delivery performance while simultaneously reducing overtime costs.• Improved morale through employee empowerment and focus on quality, resulting in elimination of non value added activities and reduction of material waste.

• Improved Sales Process to utilize a value proposition approach.• Upgraded professionalism of marketing materials and targeted new industry segments.• Worked with existing customers and prospects to develop custom business solutions.

• Penetrated competitor-entrenched account with Hardware, Software, and Services.• Managed mature Accounts from Indianapolis, Indiana to Winnipeg, Canada.• Increased Sales Pipeline from $30k to over $600k in under 5 months (500k goal-6 months).

• Analyzed industry trends affecting OEMs and suppliers to target sales effort.• Developed Business Case and identified Critical Success Factors to expedite sales.

• Implemented consultative selling skills to identify GE business improvement opportunities, select appropriate software solutions, and develop cost justification for capital expenditures.• Earned PTC Excellence Award for securing $2.2M order through license consolidation, future growth analysis, and software cost justification. • Coordinated, tracked, and reported on all software implementation projects for team with an annual revenue target in excess of $8M, securing orders in excess of $1M.

• Developed strategic implementation plans for each customer, combining the appropriate software, technical resources, and training coordination to achieve customer goals.• Managed development, testing, and delivery of a custom manufacturing software application to provide a 200% first year ROI and close a $500,000 sale.• Improved customer self-sufficiency and satisfaction by authoring Customer Self-Service Guide used by all Corporate Accounts.

• Increased the technical skill level and sales presentation skills of employees through group training activities, impromptu sales presentations, creation of the Application Engineer Handbook, and joint quarterly training/review sessions.• Doubled engineering team (from 3 to 6) through organized recruiting efforts and implementation of cooperative education program.• Increased customer satisfaction and trust through increased AE involvement in the Indiana Pro/ENGINEER* User Group Meetings and implementation of AETL Program.

• Managed Sales Process during a 5-week Sales Representative absence to secure software sale in excess of $400,000. • Analyzed the design through manufacturing process to determine successful software implementation strategies for new customers, performed demos & benchmarks to secure sales.

• Led the design of the XTC66/SC Turbine Vane Doublet Endwalls for the Advanced Tactical Fighter. Spearheaded preliminary design, coordinated Rapid Prototyping, analytical design activity, cost and production evaluation, and finalized detail design using Anvil 5000 3D CAD.

• Awarded Spontaneous Recognition Award for reducing compressor vane assembly time by 20% through investigative process analysis using Design of Experiments techniques. • Reduced balance related test stand rejects from 40% to 10% while serving on the Model 250 Production Reject Reduction Task Force, realizing a cost avoidance in excess of $100,000/month.

• Managed program to integrate structural, aerodynamic, and dynamic analysis processes reducing compressor blade airfoil definition lead time by 90% (from two weeks to eight hours).

• Awarded Spontaneous Recognition Award for improving department efficiency by procuring and implementing improved computer hardware & software.