Mike Grace Email & Phone Number

Cary, Nc, Us

Cary, Nc, Us

Raleigh, North Carolina, Us

In my role at Cyber Synergy, I review all customer-facing deliverables and ensure project delivery that exceeds client expectations. I built and delivered a standardized customer satisfaction measurement process that allows proactive customer expectation management.

San Jose, California, Us

In this more senior role at Cohesity, I delivered a new Customer Success operating model aligned with the customer life cycle. In addition, I created a segment of “SaaS” Customer Success Managers who focused solely on the new business model. Adopting this model resulted in 112% net retention rate and full senior leadership endorsement. Measurable Results @ Cohesity: Adopted customer success operating model that resulted in 112% net retention rate. Attained Net Retention Rate on average of 12% higher than company baseline. Attained churn average of 3% less than company baseline. Drove Customer Success Program and acted as a Customer Success Manager for the top enterprise accounts, delivering 8% higher net retention rate over the average and zero customer churn out of a portfolio of more than 50 accounts across 2 years.

San Jose, California, Us

In this early role at Cohesity, I was recruited to both drive the newly-formed Customer Success Program and to act as a Customer Success Manager for the top enterprise accounts, delivering 8% higher net retention rate over the average. Our team maintained zero customer churn out of a portfolio of more than 50 accounts across 2 years.

San Jose, Ca, Us

As Senior Manager of Service Delivery for the Americas, I provided direction to a team of 200+ employees in 10 countries, building a strong leadership team based on segment, proximity, and expertise. Our team delivered greater than 45% account growth in FY 2018 and more than 85% renewal rate for the service, while keeping expense growth to less than 9% for the same period.

San Jose, Ca, Us

In my role as Senior Manager, Service operations, I established the Services Entitlement Exceptions program projected to increase services revenues more than $25M per year while reducing Americas entitlement exceptions by 50%. Our team reduced contract renewal preparation activity 28% and facilitated a 22% increase in add-to-contract dollars while growing account base that leveraged 'Services First' initiative by 500%.

San Jose, Ca, Us

As Senior Manager for Service Supply Chain, I established the Services Entitlement Exceptions Program projected to increase services revenues more than $25M per year while reducing entitlement exceptions 50% across the Americas.

San Jose, Ca, Us

Ensured services ordering and related operations met requirements of distributors and Tier-2 resellers. Managed distribution business operations managers (DBOMs) in the UK, Germany, Holland, and Florida and served in a customer-facing role to Cisco's largest 2-Tier partners in Latin America and Europe. Led the creation of account management plans to increase business with existing accounts and establish new accounts. Supervised 4 DBOMs, 1 project manager, and 3 business analysts.

San Jose, Ca, Us

Oversaw enterprise release schedules for infrastructure tasks, determination of infrastructure needs, strategic planning, determination of physical and human resource allocation, and project management. Supervised team of 12 program managers and project managers in North Carolina and California.

San Jose, Ca, Us

Responsible for internally- and externally-facing systems for the global service supply chain unit. Supervised project managers, engineers, developers, and analysts in the US, Japan, India, UK, and Australia. Led the definition, analysis, and improvement of processes. Administered $8M budget.

San Jose, Ca, Us

Oversaw application development and delivery. Developed policies and procedures. Administered $2.5M budget. Planned and managed application development projects. Supervised teams of project managers, analysts, and engineers in North Carolina and California.

Irvine, Ca, Us

Led the planning and management of system development and implementation and process improvement projects relating to the Affiniti program. Carried out requirement determination, testing, analysis, and risk assessment functions. Created project plans. Prepared and delivered proposals.

Irvine, Ca, Us

Carried out sales of the Alternative Finance Services Program (Select Source) for the East Coast territory. Formulated business plans for Top 10 accounts.

Irvine, Ca, Us

Promoted to take on the added role of Sales Operations Team Lead while continuing to perform as a Senior Sales Process Analyst. Supervised 5 analysts. Worked with IT to design internal systems and eCommerce tools. Carried out analyses of sales operations.