Michael Ward Email & Phone Number

New York City Metropolitan Area

Armis is a leading cybersecurity platform that provides unified asset visibility and security for all devices, managed and unmanaged. During my tenure, Armis experienced rapid growth, scaling from 300 to 600 employees and from $20M to $100M in ARR.- Hired by the VP of Customer Success to streamline and optimize the enterprise customer success motion, ensuring seamless onboarding, engagement, and value realization for high-value accounts.- Managed a portfolio of 15 enterprise… Show more Armis is a leading cybersecurity platform that provides unified asset visibility and security for all devices, managed and unmanaged. During my tenure, Armis experienced rapid growth, scaling from 300 to 600 employees and from $20M to $100M in ARR.- Hired by the VP of Customer Success to streamline and optimize the enterprise customer success motion, ensuring seamless onboarding, engagement, and value realization for high-value accounts.- Managed a portfolio of 15 enterprise accounts, representing the highest value customers at Armis, generating $25M in annual recurring revenue, including key accounts like Intel, Tyson Foods, Abbott Labs, Verizon, FedEx, New York City agencies (FDNY, NYPD, DEP), HCL, and CDW.- Drove significant improvements in key performance indicators, including a 30% reduction in project delivery timelines, a 25% increase in customer upsell opportunities, and a 35% improvement in Net Revenue Retention (NRR).- Authored and implemented a comprehensive client engagement strategy encompassing onboarding, training, quarterly reviews, and product portfolio expansion, resulting in increased customer satisfaction and reduced churn.- Played a pivotal role in securing and expanding Armis' footprint within the public sector, leading the charge in acquiring and onboarding major New York City agencies.- Effectively navigated organizational restructuring and changes in leadership, ensuring continued customer success and revenue growth.Tools used: Salesforce, Gainsight, Jira, Confluence, Slack, Smartsheet, Asana, and Google Workspace.*Transitioned out of the role due to relocation to from New York to California. Armis needed an on-site presence to effectively manage key public sector accounts in New York City.* Show less

New York City

Beyond its core offerings, Verizon provides a diverse portfolio of SaaS solutions to meet evolving business needs, including Contact Center, Cloud Access, Fleet Management, Security, and Network as a Service (NaaS).Simultaneously led both Principal Onshore Customer Success Group (100 person team managing 200+ customers and $565M in revenue) and a dedicated Account Management Group for Johnson & Johnson (200+ person team across NA, EMEA, LATAM, APAC, $30M… Show more Beyond its core offerings, Verizon provides a diverse portfolio of SaaS solutions to meet evolving business needs, including Contact Center, Cloud Access, Fleet Management, Security, and Network as a Service (NaaS).Simultaneously led both Principal Onshore Customer Success Group (100 person team managing 200+ customers and $565M in revenue) and a dedicated Account Management Group for Johnson & Johnson (200+ person team across NA, EMEA, LATAM, APAC, $30M contract.)___Principal Onshore CS Group- Built a new 100 person team to support 200+ existing customers ($565M in revenue) who were previously self-serve only- Team: Group Sr Managers, Customer Success Managers (CSMs) and Technical Account Managers (TAMs)Key Achievements:⇨ Increased retention from ~60% to 90%, preserving approximately $170M in at-risk revenue⇨ 50% reduction in churn through enhanced engagement and support⇨ 45% increase in NPS within two years by implementing strategic relationship management and GTM solutions⇨ Generated $35M in upsell revenue by translating customer needs into targeted technology recommendations⇨ Drove a customer segmentation strategy that increased engagement rates for top-tier accounts by 30%___Strategic AM Group for Johnson & Johnson- Built and led dedicated 200-person team across NA, EMEA, LATAM, and APAC to support a $30M contract with J&J- Team: Associate Directors, CSMs, Financial Managers, Engineers, Project Managers, Change Managers, and Incident/Problem Managers- Developed software solution that enabled J&J to efficiently manage health protocols and regulations across its global operations, including manufacturing, research, and distribution.Key Achievements:⇨ Improved SLA compliance by 40bps by optimizing change management processes within incident management⇨ Streamlined programs across Solution Architecture, Lifecycle Engineering, Project Management, Financial Management, and Change Management, resulting in an 84% improvement in time-to-deliver Show less

Chicago/New York City

- Asked to relocate from Chicago to NYC to lead financial vertical (UBS, TD Ameritrade, Goldman Sachs, etc.)- Led 25 Enterprise Customer Success and Service Delivery Managers.Key Achievements:⇨ Improved project timelines by 34% through an enterprise-wide initiative.⇨ Increased team performance metrics by 25% through a peer training and mentoring program.⇨ Achieved a 9.4/10 C-SAT score and 71% average NPS score yearly.⇨ Retained $135M in revenue through compliance and… Show more - Asked to relocate from Chicago to NYC to lead financial vertical (UBS, TD Ameritrade, Goldman Sachs, etc.)- Led 25 Enterprise Customer Success and Service Delivery Managers.Key Achievements:⇨ Improved project timelines by 34% through an enterprise-wide initiative.⇨ Increased team performance metrics by 25% through a peer training and mentoring program.⇨ Achieved a 9.4/10 C-SAT score and 71% average NPS score yearly.⇨ Retained $135M in revenue through compliance and continuous service improvement.⇨ Improved strategic account revenue by 32% through enhanced customer reviews. Show less

Chicago, Illinois, United States

Technical consulting support to AON, a Fortune 300 Healthcare/Insurance client.- Achieved 25% enhancement in Availability and Mean Time to Repair metrics, elevating the client to a 98% compliance rate.- Spearheaded significant process improvements, aligning operations more closely with customer requirements and preferences.- Led groundbreaking geographical diversity study that successfully rehomed site-redundant circuits to different provider edge (PE) routers, effectively… Show more Technical consulting support to AON, a Fortune 300 Healthcare/Insurance client.- Achieved 25% enhancement in Availability and Mean Time to Repair metrics, elevating the client to a 98% compliance rate.- Spearheaded significant process improvements, aligning operations more closely with customer requirements and preferences.- Led groundbreaking geographical diversity study that successfully rehomed site-redundant circuits to different provider edge (PE) routers, effectively eliminating over 100 single points of failure.- Authored comprehensive root cause analyses (RCA) in response to critical customer outages and network issues, facilitating ongoing improvements and more efficient issue resolution.- Leveraged expertise to conduct thorough network hardening and diversity reviews, presenting a range of options and providing expert guidance to ensure customers had a clear understanding of the most suitable recommendations.- Delivered effective second-level support for intricate network implementations and managed services change management requests, ensuring seamless operations and client satisfaction. Show less

Chicago, Illinois

Cultivated significant wins and renewals totaling approximately $25M in revenue by optimizing C-level relationships within high-stakes accounts to proficiently translate intricate challenges into effective, revenue-boosting solutions.Led 6 sales account managers specializing in Managed Services and Professional Services.

Raleigh-Durham, North Carolina Area

Directed a team of network engineers and project engineers responsible for managing WAN/LAN services for Fortune 100 customers.

Raleigh-Durham, North Carolina Area

- Led a team of 27 network engineers to achieve team and performance goals- Assigned as a shift lead in charge of engineers above my grade level- Technology expert in VSAT (Very Small Aperture Terminal) satellite data delivery- Performed real-time monitoring, troubleshooting, and testing of circuits for 100+ Complex Managed Services customers- Staff technical trainer on all new technologies

Seattle/Raleigh

Muzak provided background music for businesses and homes via satellite and streaming. Muzak's services include music, digital signage, hold music, on-hold messaging, scent, integrated audio-visual, and mobile marketing solutionsLed daily operations of business music broadcast station in all aspects of satellite and streaming music delivery and advertising content.

The mission of the U.S. Submarine Force is to execute the mission of the U.S. Navy in and from the undersea domain.Petty Officer 2nd Class FT2(SS). Qualified in Submarines.Awarded two Navy Achievement Medals (NAM) under combat conditionsMeritoriously advanced via decree of Commanding Officer to Petty Officer 2nd Class outside the promotion cycle.Directed an at-sea division (acting FT1) of 5 Fire Control Technicians in the operation and maintenance of submarine… Show more The mission of the U.S. Submarine Force is to execute the mission of the U.S. Navy in and from the undersea domain.Petty Officer 2nd Class FT2(SS). Qualified in Submarines.Awarded two Navy Achievement Medals (NAM) under combat conditionsMeritoriously advanced via decree of Commanding Officer to Petty Officer 2nd Class outside the promotion cycle.Directed an at-sea division (acting FT1) of 5 Fire Control Technicians in the operation and maintenance of submarine combat control systems. Enhanced targeting accuracy and operational readiness through meticulous system calibrations, resulting in a 25% increase (70% to 95%) in mission efficiency.Spearheaded a critical upgrade project for fire control systems, which involved scheduling, coordination with multiple departments, and hands-on technical work. Successfully completed the project two weeks ahead of schedule, under budget, and without compromise on submarine safety or mission capability.Conducted regular and emergency maintenance on advanced submarine weapon control systems, ensuring a 98% readiness rate. Identified and rectified a recurring issue in the targeting system, which prevented potential mission delays and operational hazards.Developed and implemented a comprehensive training program for junior Fire Control Technicians and related submarine crew, increasing departmental qualifications by 40%.Held a TS/SCI clearance. Show less