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I have 20 years of progressive experience in professional services, presales and operations and most recently, I have focused on IoT and Cloud Transformation engagement. Professionally, I have 20/20 vision that keeps me equitably focused on long-term planning and day-to-day decisions.From Day One, I have enjoyed customer-facing roles and the accountability that comes with ensuring an optimal customer experience. IT is continually evolving, and I find that evolution invigorating and embrace the reality of change. I thrive on dissecting a problem, devising a plan for my team and I to tackle, and empowering a team to make things happen. I believe there is no greater privilege or responsibility than leading a team. Through my days in the Service and mentors throughout my career, I learned the fulfillment that comes from shouldering direct responsibility for your teammates and the well-being of their families.
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Chief Client Officer (Cco)LydoniaApex, Nc, Us
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Vice President Of Customer ExperienceLydonia Apr 2024 - PresentWestwood, Massachusetts, Us• Reporting to the CEO, responsible for leading and developing Lydonia’s talented Professional Services and Customer Success teams• Create a new standard for Customer Success, and how we approach support and how our teams can scale efficiently to improve coverage and complement our sales teams on the front lines providing day-to-day support in addition to ongoing optimization and strategic advice• Build on the Customer Success foundation to include more technical post-sales strategic consulting• Implement scalable customer health scores and develop processes to proactively address trends to improve the customer experience• Drive overall vision - post-sales experience (from adoption to renewal) of Lydonia’s customer base in close partnership with our Chief Revenue Officer and Sales leadership• Be an inspirational leader - hire and develop world class talent, fostering a customer-first mindset and inclusive culture that inspires people to do their best work• Identify market trends, client needs, and growth opportunities to inform service offerings• Oversee end-to-end service delivery, including project management, implementation, training, and support• Regularly interacts with executives and customers in regions to nurture and maintain key customer sponsor relationships and cultivate trust-based partnerships• Foster a culture of high performance, accountability, and continuous learning• Develop pricing strategies and drive revenue growth and profitability through effective client management and project delivery• Forecast revenue delivery and Annual Recurring Revenue (ARR), and develop strategies to meet targets
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Senior Director Professional ServicesGenesys Jan 2019 - Jul 2023Menlo Park, Ca, UsReporting to the SVP of Professional Services for North America, Responsible for the successful delivery of all Genesys engagements within Enterprise accounts. Additionally, participated and led activities to drive revenue through expansion and operational excellence.• Oversee the organization's overall professional services/consulting SaaS & premise program and the delivery of professional services to meet specific customer requirements• Develops and organizes service offerings, client strategy, pricing, and profitability.• Collaborate with leaders from support, product management and customer success to ensure quality and on-time implementations• Design and manage the incentive plan to drive the objectives: Customer retention, services revenue & margin, billable utilization -
Senior DirectorDell Emc Jul 2004 - Oct 2019Round Rock, Texas, UsEMC & Virtustream (Dell Technologies) 2004 – 2018I held several roles during my career at EMC & Virtustream (Dell Technologies) to include global TAM leader, professional services leader, presales leader and global presales COO.Senior Director, Global Technical Account ManagementLed the Technical Account Managers (TAM's), globally, who are responsible for the complete customer lifecycle of onboarding, adoption, expansion, and renewal. The TAM’s also work closely with customer support to manage incidents to resolution and follows up to ensure either product improvement within Virtustream or operational improvement within the customer’s environment has been achieved.Senior Director, Americas Specialty Presales Directed a team of 550 technical presales resources across North and South America. In addition, was responsible for governance within the team to ensure processes and standards were maintained while attaining a ~$1B annual quota.Senior Director, Specialty Presales COOFocused on aligning the Global Specialty Presales team with the global sales teams to deliver top-tier technical solutions. Areas of oversight: positioning, headcount, training, M&A, operations metrics, and overall strategy.Senior Director, PS Delivery Directly managed a staff of 350 employees that consisted of Solution Architects, Implementation Delivery Specialists, Implementation Delivery Engineers, and Project Managers. Responsible for operations of a $120M annual services unit and technical support of a $1.1B product unit. Consistently grew Professional Services annual revenue ~20% from 2006 through 2012. -
Principal, Presales ConsultantIpd (Image Process Design) 2003 - 2004Troy, Michigan, UsCollaborated with sales executives in Canada and Eastern US to grow annual sales from $1M to $2.5M. -
Prior ExperienceBusiness Development, Project Management & Military Leadership 1990 - 2003► Business Development Rep, Strategic Technologies, Raleigh, NC – 2001 to 2002► Project Manager, Strategic Technologies, Raleigh, NC – 1998 to 2000► Project Manager, Pinkerton, Raleigh, NC – 1994 to 1997► Military Police Officer, Canadian Army – 1990 to 1994
Mike Mullaney Skills
Mike Mullaney Education Details
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Dalhousie UniversityPolitical Science -
ItiDiploma Of Applied Information Technology
Frequently Asked Questions about Mike Mullaney
What company does Mike Mullaney work for?
Mike Mullaney works for Lydonia
What is Mike Mullaney's role at the current company?
Mike Mullaney's current role is Chief Client Officer (CCO).
What is Mike Mullaney's email address?
Mike Mullaney's email address is mi****@****emc.com
What is Mike Mullaney's direct phone number?
Mike Mullaney's direct phone number is +124025*****
What schools did Mike Mullaney attend?
Mike Mullaney attended Dalhousie University, Iti.
What skills is Mike Mullaney known for?
Mike Mullaney has skills like It Management, Agile Methodologies, Cloud Computing, Sdlc, Storage, Pre Sales, Data Center, Management, Virtualization, Professional Services, Change Management, Crm.
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