Marlene Carroll Email & Phone Number

Santa Clara, California, Us

Senior Principle Customer Success Manager with more than 20+ years experience managing Fortune 100 accounts. Seventeen years supporting Veritas Technologies and Symantec Corporation Fortune 100 clients. Demonstrable history of partnering with clients to achieve and maintain customer satisfaction at the highest levels, resulting in official customer references, new business opportunities and renewal retention • As a trusted advisor understand clients’ business objectives and requirements to fully optimize the client’s Veritas investment. • Maintain and grow Veritas footprint within customers environment • Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts. • As a trusted advisor, develop and maintain an excellent relationship with clients, at all levels, achieving a mutually respectful long term relationship. • Protect renewals and create new business opportunities• Optimally manage clients support issue and escalations. • Proactively introduce cross services into customers portfolio to ensure optimal Veritas penetration.• Facilitate account reviews, business meetings, use strong communications and presentation skills to convey enthusiasm within the company, to users, business partners and prospects.• Managed account management team • Work on high profile projects and initiatives which resulted in increased revenue and renewals• Designed and implemented the first global customer survey which resulted in improved customer satisfaction and loyalty.• Received numerous awards for: Performance, Customer Satisfaction, Team collaboration, Extraordinary Customer Impact and outcomes• Managed account team of my peers • 100% renewal rate• Personally requested by clients and internal partners to manage specific large enterprise accounts• Designed, implemented and managed the first Global Customer Advisory Board attended by senior level executives

Andover, Ma, Ma, Us

Lead Technical Account Manager for Navisite's (web hosting) key strategic account. As such, visibility and responsibility to executives at the highest level of both companies. Responsible for all aspects of customer relationship and customer satisfaction. Exceeded customer expectations, target revenue and production / implementation goals. Captured lessons learned and best practices that were subsequently used as the standard going forward and training for new hires.NOTABLE ACHIEVEMENT(S)• Lead Account Manager of $5Million/year revenue account consisting of:• 24 by 7 availability with throughput of 70 million hits / day• Managed Strategic Account Group which supported customer• Managed several successful major expansions, migrations, projects and roll-outs• Server platform that grew from 12 -> 300 + nodes co-location• Estimate, schedule, and coordinate all resources required to maintain 99+% uptime with 24 by 7 availability including expansion and growth• Designed and implemented standardized engagement processes and procedures for Account Managers

Us

• Responsible for creating and managing the PC LAN Desktop systems group. Also responsible for maintaining, installing and ordering desktop computers, laptops, and software. Performed evaluation and implementation of products that enhanced company operational efficiency.• NOTABLE ACHIEVEMENT(S)• Manage ten (10) direct local and remote reports• Manage PC LAN Desktop systems supporting: -170 Users with a annual budget of $150,000 -70 Notebook and 60 Desktop systems with 4 fileservers• LAN/WAN and dialup for 10baseT backbone• 100 User Lotus Notes and 3 Domino servers• Conceived, designed and implemented all aspects of Help desk and Technical support• Call resolution improvement from 4 hours average to 1 hour average for 20 calls/day• Provided expert technical support for Sales and Account management on product and software during industry trade shows and conferences

Us

Plan, organize, and coordinate activities focused on providing the corporation with highly efficient, trouble- free network. As part of operations this includes: user training and technical support, design, installation, maintenance and support for APPLETALK and Novell networks involving PC, Macintosh, and UNIX supported systemsNOTABLE ACHIEVEMENTS• Implemented Lotus CC:Mail on windows, Macintosh, and Unix environments consisting of:• 150 Users • 70 Notebook and 70 Desktop systems with 5 fileservers• Installation and roll-out for Microsoft Mail company wide• Planned, organized and upgraded company-wide network from Novell Netware to Microsoft NT -250 Users  -5 fileservers• Implement and Manage Help Desk and perform hardware and software support for PC environment• Install and manage enterprise Back up / Archive / Restore for file servers