Mark Schmidt Email & Phone Number

Sydney, NSW, AU

APAC

• Led a team of over 350 highly skilled technical resources across APJ, managing support centers in Australia, India, China, Japan, & South Korea, servicing an Enterprise Software & SaaS customer base of 20,000+.
• Developed & executed strategic initiatives to enhance customer success & support operations, resulting in improved CSAT & retention rates.
• Successfully planned & executed the greenfield build-out of a low-cost support presence of 250+ technical resources, establishing it as the anchor tenant for the Centre of Excellence (CoE) in India.
• Member of the executive leadership team for the International Region (APJ + EMEA) helping to outline & drive strategies & initiatives across the broader business, supporting regional sales hyper-growth.
• Fostered a culture of innovation & out-of-the-box thinking, driving continuous improvement & efficiency in support operations.
• Maintained a solid understanding of cultural dimensions, leveraging cross-cultural differences to build strong relationships & drive collaboration.

Sydney, Australia

• Developed & implemented a comprehensive global customer support strategy, resulting in 20% improvement in operational efficiency and a further 10% reduction in operating costs.
• Managed global P&L of over USD $40M, ensuring cost-effective support operations.
• Aligned support costings & projections with broader company targets, collaborating closely with the Finance department to ensure company objectives were met.
• Conducted global & regional modelling & analysis, providing valuable insights for decision-making & strategic planning.
• Leveraged data analytics to gain insights from support interactions, driving process improvements & boosting efficiency within support operations.
• Researched & applied industry best practices, continuously improving service offerings.

Sydney, New South Wales, Australia

• Directed the global authorized support partner program (CASP), fostering robust relationships & serving as principal point for partner escalations, enhancing collaboration & expediting issue resolution.
• Enhanced CSAT thru collaboration with internal teams to address & resolve partner-related issues, ensuring continuous & effective support.
• Developed & executed incident deflection strategies, such as in-depth partner training & comprehensive self-service resources, resulting in $3M savings.
• Managed a tailored enablement curriculum for over 400 partner engineers, significantly improving their expertise in our products & services.
• Coordinated cross-functional team efforts across support, sales, & partnership channels to streamline operations & improve CSAT & loyalty.
• Drove over $25 million in support maintenance revenue from CASP partners by enhancing training programs, strategic planning, & thru dedicated sales & technical support, thereby bolstering revenue growth & strengthening.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Led a large team of highly technical support & account mgmt. across APJ (AUS / JPN / CHN / KOR). As a region, participate in follow-the-sun support model providing Gartner recognised, industry leading support coverage to a global customer base of 20k+ customers. Regional ownership into Global Customer Support Leadership Team.Member of cross-functional core.

APAC

Responsible for a team of over 50 highly technical support consultants located across 4 countries (Australia, China, Japan & South Korea). As a region, participating in a follow-the-sun support model providing support coverage to a global customer base of over 20,000 customers.Integral in further support build-out in markets through Asia (Japan / China).

APAC

• Played a key role in building and expanding the local CommVault Support presence in the APAC region, transforming a small team into a large, high-performing team through effective hiring, onboarding, training, process.
• Managed a team of 41 highly technical consultants across four countries (Australia, China, Japan, and South Korea), implementing a follow-the-problem support model to provide vendor support coverage to a global.
• Successfully handled and coordinated resources and responses for critical customer escalations, ensuring timely and effective resolution of issues and maintaining high customer satisfaction.
• Developed and implemented streamlined processes and best practices, resulting in a 20% increase in team productivity and a 15% reduction in customer response time.
• Conducted regular performance evaluations and provided constructive feedback to team members, fostering professional growth and development.
• Maintained clear and concise documentation of support activities, ensuring knowledge sharing and seamless collaboration within the team.

ANZ

Led teams of highly technical Support Engineers & Professional Services Specialists, providing support coverage, design, and implementation services across ANZ.Played a pivotal role in establishing and expanding the local CommVault Support presence in the APAC region, transforming a small team into a large, high-performing team through effective hiring.

APAC

Conducted comprehensive technical training sessions for classes up to 20 students across the APJ region, ensuring a thorough understanding of the official CommVault Curriculum.Utilized interactive teaching methods, including whiteboarding concepts & elaborating on slides, to enhance comprehension & engagement.Facilitated hands-on learning by guiding.

APAC

Delivered professional services across APJ, providing comprehensive support, designing & implementing disaster recovery, data management, information lifecycle management, & business continuity solutions for medium to large enterprises & government clients.Travelled extensively across APJ to client sites, ensuring seamless implementation & integration of.

Sydney, New South Wales, Australia

Master Of Business Administration (Mba)

Customer Success, Customer Success Management

Activities and Societies: Studying Customer Success Management

Product Management, Product Management

Activities and Societies: Studying Product Management

Graduate Certificate In Business Administration, Business Administration And Management, General

Misc Technical, Studied For Mcse 2000, Ccna, Ccnp, A+, N+

Electronics Engineering