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.• Leveraged the latest technologies, including AI, to enhance customer experience & improve team efficiency.Member of the regional executive leadership team, helping to outline & drive strategies / initiatives across the broader business, as well to continue function build-out & alignment to properly support regional sales hyper-growth.

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.• Built cost/benefit analysis & business cases for local market delivery, driving revenue growth & market expansion.• Collaborated with the maintenance renewals team to identify & address churn, implementing strategies to improve renewal & retention rates.• Responsible for Global Support TechStack - Systems, Platforms & Applications - Engaged with various vendors to demo & implement solutions to drive greater efficiency, productivity & reduce support costs - Collaborating with internal Systems & Apps dev teams to build out & enhance various support systems, platforms, customer portals etc. - Managing Roadmap, Sprint planning / release reviews, communication planning etc. - Remained current on available solutions & technologies available in market

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 the partner network.• Ran quarterly business reviews with partners to maintain partnership quality & service delivery excellence.• Managed partner relationships & engagement with team capacity augmentation partners• Build-out & drive global GSI support model & ongoing engagement programme.

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 leadership team in APJ region - helping to outline & drive strategies / initiatives across broader business, as well to continue function build-out to properly support regional sales hyper-growth.- Integral in launch of Japan region & build-out of customer support team to cater to customer growth.- Leading further support build-out for markets through Asia Pacific (ASEAN / South Korea / India) - defining support model, processes, systems localization as well as educating the business around unique market requirements etc. - adding local flavour to a global support model.- Assisting to build & drive Customer Success & Retention programs in region- Leadership / Strategic Management / Succession Development (Hire, Inspire, Admire, Retire)- Support Partner recruitment, enablement & management across APJ- Strong Research, Analysis & Synthesis skills - ability to think Critically / Laterally- Strong Rapport Building, Influencing, Collaboration skills- Climate & Culture setting, steering- Exceptional Communication skills; understanding of how best to cater messages cross-culturally

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) - defining support model, processes, systems localisation etc.

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 improvement, career planning, and team development initiatives.• 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 customer base of over 18,000.• 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, onboarding, training, process improvement, career planning, & team development initiatives.Managed a large team of highly technical consultants across four countries (Australia, China, Japan, & South Korea), implementing a follow-the-problem support model to provide vendor support coverage to a global customer base of over 18,000.Successfully handled & coordinated resources & responses for critical customer escalations, ensuring timely & effective resolution of issues and maintaining high customer satisfaction.Developed & implemented streamlined processes & best practices, resulting in a 20% increase in team productivity & a 15% reduction in customer response time.Conducted regular performance evaluations & provided constructive feedback to team members, fostering professional growth & development.Maintained clear & concise documentation of support activities, ensuring knowledge sharing & seamless collaboration within the team.

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 students through lab exercises in a prebuilt virtual environment, reinforcing theoretical knowledge with practical application.Ensured a conducive learning environment by addressing individual learning needs & providing personalized support to students.Collaborated with cross-functional teams to continuously update & enhance training materials, incorporating the latest industry trends & best practices.Maintained accurate & up-to-date documentation of training sessions, including attendance records, evaluations, & feedback, ensuring a comprehensive record of training activities.

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 CommVault product suite with peripheral technologies such as VMware, Windows, Linux, Exchange, SQL, & Oracle.Collaborated with cross-functional teams to understand client requirements & develop customized solutions, resulting in increased efficiency & cost savings for clients.Conducted thorough analysis of client systems & processes, identifying areas for improvement & implementing solutions that optimized data management & storage.Provided ongoing support to clients, addressing any issues or concerns promptly & effectively.Maintained clear & concise documentation of project deliverables, facilitating knowledge transfer & ensuring seamless handover to support teams.Utilized strong communication & interpersonal skills to build & maintain relationships with clients, ensuring high levels of customer satisfaction & repeat business.Stayed up to date with the latest industry trends & technologies, continuously expanding knowledge & expertise to provide the best possible solutions to clients.

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