Neil Senior Email & Phone Number

Boston, Ma, Us

Austin, Tx, Us

San Jose, Ca, Us

Balbix enables organizations to automate their cybersecurity posture and reduce their breach risk. As Head of Customer Success, I ensure our customers realize full value of their investment as well as well as ensuing Balbix evolves along the customers' journey.

Boston, Massachusetts, Us

London, England, Gb

- Lead Global Customer Success and Services teams responsible for onboarding, value-added services, post-sale account management, retention and expansion. Focus on ensuring value acceleration for customers on the Mimecast platform. - Execute best practices on risk management and mitigation, and adoption of PIMO model. (Plan, Implement, Monitor, Optimize)- Overachieved customer retention targets, increasing ARR value to company.- Lead all global aspects of Data Services offerings related to Mimecast Archiving services including data migration, ingestion and consultative services.- Created and implemented tiered Services and Support offerings to meet diverse needs of customers leading to over 300% revenue increase.- Launched and chaired Customer Advisory Boards in four major regions around the globe.- Keynote Presenter at TSIA Technology and Services World Conference in Las Vegas, NV

Responsible for l e a d e r s h i p and strategic direction of Professional Services, Technical Support, Services AccountManagement and Customer Education. Accomplishments:Responsible for leadership and strategic planning of Professional Services, Technical Support, Services Account Management and Customer Education. Accomplishments:- Created a Project Management Office to ensure successful project delivery and transition to Support - Directly led Project development, planning and oversight for largest deals in company history - Introduced cross-functional metrics focused on Customer experience and Operational efficiency - Developed Support model for SaaS offerings and Support-enabled partners

Burlington, Ma, Us

Responsible for leadership and strategic direction of the 300+ person Global Customer Success team. Ensure Services meet needs of all enterprise and subscription-based customers and partners.Accomplishments:- Lead creation of Philippines and Poland based Support Centers- Implemented new Global Partner Support program- Introduced Customer Success Manager program and Value-Added Services to Avid portfolio- Created dedicated team to support complex, highly customized Asset Management product- Established Triage/Concierge function to better respond to customers and efficiently resolve issues

Round Rock, Texas, Us

Responsible for leadership and strategic direction of the 300+ global Customer Services organization, delivering $320M revenue for the Enterprise Content Division.Accomplishments:- Increase Customer Satisfaction scores by 13% to 89.5% satisfied customers- Reduced overall backlog by 28% and aging backlog (over 28 days) by 38%- Developed service models for portfolio of complex solutions to transactional products- Established Critical Incident Management Program to ensure response, resolution and reporting - Directly influenced $300M+ Renewals business through quarterly reviews of opportunities - Developed Services model for SaaS offerings for acquired business and organic SaaS solutions

San Jose, California, Us

Responsible for overall operation and strategic planning of 200-person organization, consisting of Global Technical Support (TAC), Professional Services, and Sales Renewals teams. Managed $80M P&L business at 80% margin, ensuring customers realize the true value of their Aruba solution.Accomplishments:- Transition of Support delivery function from heavily outsourced, single-site model to employee/partner mixed in multiple global sites.- Developed Critical Account Support model to deliver high touch services to strategic accounts- Integrated support structure of Avenda after acquisition to ensure consistent support experience for customers - Improved renewal rates by 20% in single quarter through improved partnership and direct involvement in quarterly targets

Burlington, Massachusetts, Us

Led organization of 200+ staff located in eleven countries, delivering revenue of ~$172 million. Passionately instilled an organizational culture focused on ensuring an exceptional customer experience and investment in staff development.Accomplishments:- Maintained highest Customer Satisfaction ratings of all EMC Business Units with overall CSAT of 95%, and Top 2 rating of 85%. Maintained NPS score on transactional surveys of ~60.- Led all aspects of Support operations, including our hosted and SaaS offerings for fraud and identity management - Led off-shore expansion projects, establishing Support functions in India, Brazil, and China providing in-country (native language) coverage as well as expanding globally capabilities - Drove technology improvement initiatives through collaboration with IT organization to improve CRM, Knowledgebase and eServices platforms.- Chair of Total Customer Experience (TCE) and Voice of Customer (VoC) programs; responsible for driving cross- divisional objectives focused on improving Customer Satisfaction and Net-Promoter Score.

Portsmouth, Nh, Us

Us

Cambridge, Massachusetts, Us

Bs, Management

Asee, Electronics Engineering