Michael Whitehurst Email and Phone Number
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As I look back on my career I find that customer experience has been at the center. From my very first technology job with Rentsys to my recent role leading customer success at Vapor.io, the customer has been my main focus. During my time in the trenches at NetIQ I had the opportunity to hone my expertise and quickly become a lead and mentor for other technicians. As the Marshal product group was spun out of NetIQ I stepped into a leadership role where I was able to build the global technical support organization from the ground up. As the company revenue grew 25% per year I found efficiencies that allowed my budget to remain relatively flat despite our fantastic growth.At Everbridge I was able to apply this experience and build a technical support team that was both efficient, and quality focused. My leadership team and I were able to drive constant improvements in customer satisfaction metrics and were proud to run the department with the highest employee satisfaction in the company. The startup environment at Vapor.io gave me the opportunity to wear many hats and serve both internal and external customers. Externally I was responsible for our field service team, network operations center, customer onboarding, and ongoing customer support. Additionally I administered many of our internal business systems ensuring that teams within sales, marketing, finance, and operations were set up for success. Technology and customer success will always be in my blood, and I am open to opportunities.
Lightning Ai
View- Website:
- lightning.ai
- Employees:
- 89
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Director Of Customer ExperienceLightning AiMoreno Valley, Ca, Us
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Director Of Customer ExperienceVoltage ParkMoreno Valley, Ca, Us -
Senior Director Of Customer SuccessVapor Io May 2019 - PresentGreater Los Angeles AreaIn true startup fashion I wore many hats at Vapor.io including running our field service team, network operations center, customer onboarding, customer support, and internal business systems. -
Vice President, Technical SupportEverbridge Dec 2013 - Sep 2018Pasadena, CaEverbridge is the premier provider of emergency alerting services in the world. They have experienced amazing growth since their inception in 2002 and I shepherded the Technical Support organization through a significant growth phase that included going public. -
Founder/Advisory Board MemberSpokegrenade Nov 2010 - Dec 2013Greater San Diego AreaSpokeGrenade manufactures and sells high powered bicycle lights and other cycling accessories. Launching SpokeGrenade was an amazing learning experience. It gave me the opportunity to learn aspects of a products based business that I had previously not been exposed to in my career. Specifically I was able to grow my knowledge of product sourcing, logistics, and marketing strategy, as well as develop creative outsourcing solutions which have allowed me to disconnect from the day to day running of the business.
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Director, Saas OperationsM86 Security Feb 2011 - May 2012Irvine, CaAs the technical support organization matured I shifted to an emerging department. M86 had committed to moving to the cloud and I stepped up to build the team that would oversee operations. Since it was a new venture for the company I again found myself building from scratch. Several customer facing SaaS initiatives were put on my plate and work began. As 2011 progressed, Trustwave interest in M86 grew and several projects were paused. During this time I continued strategic planning and even managed to reduce operational cost for a web property that M86 owned by 90%. -
Director, Global Technical SupportM86 Security Dec 2005 - Feb 2011Houston, TxAs NetIQ was preparing to be acquired by Attachmate they began divesting of various non-core assets. The Marshal product suite was one of those. When the deal finally closed in December 2005 I took on the role as head of global support. We were able to leverage the NetIQ team for a few months but my first order of business was building our team from scratch. This team at M86 ended up being about 35 people in 4 locations on 3 continents. We provided 24/7 technical support to our 10000 worldwide customers. The company experienced some dramatic growth in the first few years but I managed to keep the support organization budget flat. I accomplished this by finding numerous efficiencies in our processes and implementing dozens of automations. In the later years of this role the company grew through a merger and several acquisitions. Merging teams is never easy but it is an interesting challenge. I was ultimately able to bring the teams under a single process while maintaining our high customer satisfaction.
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Team Lead - Apac SupportNetiq Mar 2003 - Dec 2005Houston, Texas AreaAfter Joining NetIQ I quickly ascended into a leadership role. I was placed in charge of the Asia-Pacific (APAC) support team and oversaw their daily operations. My primary responsibility was to ensure that our SLAs were being met by reviewing the team's queues and providing guidance. In this role I developed many of the tactical customer experience tools that became the customer support process under M86. Additionally I served as the Technical Account Manager (TAM) for the APAC region and worked directly with large customers in Australia, New Zealand, and Japan. -
Systems Monitoring SpecialistEnron Corp. 1999 - 2002Houston, Texas AreaOne part of the Enron story that often gets lost is the innovative way that the company embraced technology. For example, we were early adopters of various communication technologies, including blackberry, Nextel 2-way, and were the first enterprise site to roll out Exchange 2000. I was proud to be part of that effort and held several positions before landing on the systems monitoring team. When I joined the systems monitoring team it was just getting started. Enron Online was a 300 server strong trading platform, and was poised to re-shape the way energy was traded in the open market. Like many ambitious projects, it grew extremely quickly and the company found itself with a problem. There was very little visibility of the systems' health. We were tasked with building the team, systems, and processes necessary to ensure availability of Enron Online. We implemented various tools including Netcool and Operations Manager and I helped define the specifics of what we needed to monitor. I was also part of the 24/7 monitoring team and directly responded to alerts, often working with other departments to resolve them.
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Frequently Asked Questions about Michael Whitehurst
What company does Michael Whitehurst work for?
Michael Whitehurst works for Lightning Ai
What is Michael Whitehurst's role at the current company?
Michael Whitehurst's current role is Director of Customer Experience.
What is Michael Whitehurst's email address?
Michael Whitehurst's email address is mi****@****dge.com
What is Michael Whitehurst's direct phone number?
Michael Whitehurst's direct phone number is +171361*****
What skills is Michael Whitehurst known for?
Michael Whitehurst has skills like Saas, Enterprise Software, Cloud Computing, Security, Management, Network Security, Salesforce.com, Virtualization, Leadership, Information Security, Strategic Partnerships, Technical Support.
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Michael Whitehurst
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Michael Whitehurst
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