Mark Holland Email & Phone Number

Boston, Ma, Us

West Haven, Connecticut, Us

Device42 helps IT Infrastructure teams discover, organize, and manage their physical, virtual and cloud resources. Our infrastructure management tools catalog extensive infrastructure information and provide a wide array of data center management capabilities to help our customers more effectively manage their IT assets.• Lead a team of 22, managing all post-sales activity - Customer Success, Support, and Technical enablement. Our teams are responsible for onboarding, customer management, support, retention, and expansion for 800+ customers • P&L responsibility for $30M+ business, achieving increased efficiencies, greater customer engagement, and GRR improvements every year• Grew the team from 6 to 22 - adding the Customer Success Manager and Customer Success Engineer roles, developing CS infrastructure playbooks, and onboarding best practices to ensure a consistent, engaging customer experience throughout the customer lifecycle - building for scale to support our growth trajectory• Conceived, planned, and designed the Device42 Academy - Device42's first customer educational platform. Focusing on extensive product training and certifications, this initiative is expected to increase customer engagement, reduce the number of support tickets, and improve GRR. External rollout targeted for Q2, 2024 • Currently building a Scaled CS program to improve the customer experience, increase customer visibility, and manage account risk more effectively through automation, instrumentation, and education• Work extensively in cross-functional teams across our Product, Engineering, Sales, and Leadership functions to prioritize impactful product and corporate improvements and innovations

Irvine, California, Us

Boston, Ma, Us

Toast’s restaurant SaaS platform is built to empower the restaurant community to delight their guests, do what they love and thrive. Our suite of technology solutions, combined with an unrivaled commitment to customer success, has made us to be one of the fastest growing technology companies in North America.• Managed a team of 30 Directors, Managers and ICs responsible for reporting, customer learning content, new employee enablement, systems development, training and special projects• Led the Customer Success Excellence organization in the areas of CS Operations, Enablement and Education in partnership with our Implementation Services, Support and Restaurant Success teams• Developed the Customer Success Operating System (CSoS) to drive scaling efficiencies, consistent execution, reduction of headcount per unit and enhanced reporting, resulting in key business metric improvements - time to go live efficiencies (8%), average case handle time (-12%) and upsells (+20%)• Implemented “Agile Team” approach which resulted in more rapid deployment of systems and content, increasing team velocity by over 100% during 2019• Revamped and restructured our enablement and education approaches resulting in a 30% time reduction to achieve Toast product functionality and process competency. Enabled and trained 1,000 customers and 400+ Customer Success team members in this new method

Framingham, Massachusetts, Us

Applause - a Vista Equity Partners company - enables leading brands to deliver flawless digital experiences across websites, mobile apps, IoT products and in-store interactions via our SaaS platform and managed global community of over 400,000 on-demand digital experience experts. In addition to my Customer Success responsibilities, I lead a team of 12 Community Managers, setting the strategic direction for our Community growth and management efforts for our 400,000+ community members world-wide.

Framingham, Massachusetts, Us

Servicing Applause's 600+ North American customers, our team excels at delivering high quality results quickly and efficiently, allowing our customers' to greatly improve their digital experiences. • P&L responsibility for the company's largest line of business, consistently delivering high margins and world-class CSAT • Manage a team of 10 direct-reports - geographically distributed Directors, Managers and Team Leads, as well as over 200 contractors driving customer success efforts• Designed and led the complete transformation of our Customer Success organization from an individual "jack of all trades" approach to a specialist model focused on three major areas - onboarding, customer success, and services delivery. This model is enabling global scale, gross margin improvements and CSAT increases• Designated by the CFO as the Customer Success representative for the BOSS (Business Operations and System Standards) working group, focused on internal business systems and data standardization across the organization• Selected and established the business case for Gainsight as our primary Customer Success tool set, and served as executive sponsor for development and roll out• Created and designed an innovative approach to interacting with our customers through a "marketplace" framework, which is expected to enable faster results, a better user experience and improved operational efficiency. Currently serving as the Executive partner with the Product and Engineering teams for this and other product initiatives

Framingham, Massachusetts, Us

I led Applause’s Enterprise Customer Success and Sales Support teams in service to Applause's largest and most important customers. Through multiple Enterprise engagements, our team excels at delivering customer satisfaction, value recognition, and sales enablement. • P&L responsibility for the company's largest line of business, consistently delivering high margins and world class churn (<1%) and CSAT• Created and developed scale initiatives including methodologies and supporting business processes that have been adopted company-wide. Those improvements have enabled the CS team to support a 3x increase in revenues while growing the team only by 1x • Brought in to build an Enterprise CS team and business from scratch • Manage a team of 17 geographically distributed Practice Managers, Customer Success Managers and Sales Engineers • Directly support Enterprise sales team, assisting with custom pricing, SOW reviews and deal structure, including facilitating and driving sales ramp up efforts• Developed company-wide pricing and cost model for pre-sales and delivery teams across all services and software offerings• Drive additional bookings and revenue through “land and expand” efforts in current accounts• Key member of Applause cross-departmental team focusing on corporate initiatives including company systems integration initiative, company culture, and charitable programs

Boston, Massachusetts, Us

Brightcove Inc, the cloud content services company, provides a family of products used to publish and distribute the world’s professional digital media. The company’s products include Brightcove Video Cloud, the market-leading online video platform, and Brightcove App Cloud, the pioneering content app platform. Together, more than 4,000 customers in 50 countries rely on Brightcove’s cloud content services to build and manage exceptional media experiences across PCs, smartphones, tablets and connected TVs.• P&L and customer satisfaction responsibility for all Professional Services engagements • Manage Brightcove's strategic customers with a focus on customer satisfaction, referencability and product feature use• Manage and mentor all Project and Program Managers• Program Management development and operations management• Led infrastructure and efficiency initiatives to standardize pre-sales and implementation methodologies, develop repeatable, high-margin customer solutions, and identify and document Brightcove best practices• Awarded top sales contributor recognition from the field sales team

All Market Systems, LLC, is a systems development firm specializing in trading systems, trading management and system analysis

Cambridge, Ma, Us

Successive positions of increasing responsibilityAccomplishments include:• Led & managed the growth of single location Professional Services organization from a $4M/year, unprofitable point solution implementations to regional N.A. team delivering complex enterprise information access solutions w/ $15M revenue & increasing headcount from 17 to 55• Implemented key infrastructure improvements to enable rapid organizational growth including Agile-based enterprise implementation methodology, WW variable comp plan, centralized staffing model, & standardized interviewing & recruiting methodology• Overachieved on profit margin, utilization & sales bookings while maintaining less-than-5% turnover rate • Produced highly referenceable blue-chip customer base of 350+ clients including many Fortune 500 companies• Managed profitable Education business, delivering training to 100s of students/ quarter• Recognized by VP of Customer Solutions as a thought leader & outstanding performer

• Conducted pre-sales requirements gathering & post sales-implementation in support of over 100 Southeast and Midwest sales persons • Managed services revenue stream of $1 million and account managed the regions’ prominent clients• Led development of Professional Services implementation best practices & delivery methodology for Divine’s content management products• Participated in sales calls to provide in-depth product & professional services knowledge. Created detailed services implementation proposals for each sales proposal• Managed a team of 11 Application Architects, Technical Consultants, Developers & Installers focused on the implementation of Divine’s product suite • Responsible for the oversight of all project engagements of 11 direct reports. This includes resource allocation, resource scheduling, utilization, professional services statements of work, project status, milestones, escalation of customer issues, profitability & client referenceability

Irving, Texas, Us

A premier relationship marketing company, Epsilon is committed to maximizing the value, growth and loyalty of each client’s customer base• Served as content and functionality expert for the development and integration of Microstrategy’s DSS tool suite• Responsible for configuration and development of Business Objects and Epsilon Campaign Manager tool sets

Dublin 2, Ie

Accenture is a world-leading global management consulting and technology services company, with over 100,000 consultants. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments• Developed category management performance reports using MicroStrategy’s DSS Agent, a relational on-line analytical processing (ROLAP) data warehousing tool in a 400 gigabyte data warehouse

Building Game-Changing Organizations

M. Mgmt, Management

Education record

B.S., Psychology

Education record