Peter Lee Email & Phone Number

Wenonah, Nj, Us

Richardson, Texas, Us

Campbell, California, Us

Key Responsibilities:Leading and administering multiple pre-sales engineering teams and post-sales groups, including Customer Success, Professional Services, Project Management, Support, SaaS/Hosting Operations, and Training serving as central repository across executive team; Governing all aspects of operational budget to drive incremental growth by overseeing client acquisition and retention efforts; Establishing and driving business expansion across existing clients by acting as central repository within Go-To-Market (GTM) from selling companywide products.Major Accomplishments:• Streamlined post-acquisition operations, including Product Management, Professional Services, Project Management, Global Customer Success and Support, and Infrastructure/Cloud-Hosting teams within five months.• Spearheaded establishment of new Customer Success and Advocacy division, leading to 10% reduction in churn rate, increasing Net Promoter Score (NPS) by 10+, and generating client upsell opportunities optimizing net retention by +10%.• Implemented renewal forecasting and tracking methodology providing insights into customer health, utilization, risk, and opportunities, with immediate impact to proactively identifying churn risks.• Redesigned Project Management and Professional Services functions creating a center of excellence and standardized best practices resulting in increased revenue annually, elevating utilization +70% utilization, and onboarding satisfactions rating above 90%. • Established and integrated two Global Support organizations by overseeing five separate product offers spanning across SaaS/Hosted and on-Prem platforms. Increasing CSAT to +90%, reducing MTTR 25%, and SLA breaches by 50% through omni-channel solutions, enablement/training, proactive dashboards, and expansion of coverage.• Succeeded in coordinating with strategic SIs, VARs, and MSPs reducing costs (+20%) and enhancing efficiency across Professional Services to Global Support departments.

San Jose, California, Us

Responsible for pre-sales and post-sales GTM cross-functional teams spanning Product, Sales Engineering, Professional Services, Customer Success, Support and Training.

San Jose, California, Us

(MIR3 was acquired by On Solve) In my position as Professional Services DirectorKey Responsibilities:Overseeing and monitoring all aspects of department's operations serving as professional services department manager to ensure seamless execution; Playing an active role in governing departmental budgets; Creating new revenue stream by leading teams in integration of Information Technology Software Management (ITSM) tools, such as BMC, HP/Microfocus, Microsoft, IBM, CA Service Desk Manager, and ServiceNow for automated IT alerting and incident response.Major Accomplishments:• Pioneered new services-based revenue stream expanding cross-selling and new markets, resulting in +$1M the first year of introduction.• Grew and nurtured Project Management and Professional Services teams from 5 to 13 members, ultimately achieving a positive P&L and increase to utilization above 65%.• Negotiated contracts, defined Level of Effort (LOE), gathered technical requirements, generated Scopes of Work (SOW), and executed the acceptance test process to deliver scalable solutions in a strategic manner.• Collaborated with geographically dispersed technical and non-technical teams to define and deploy strategies, create models, and implement best practices to reduce costs, drive revenue growth, and achieve operational excellence.• Communicated with C-level executives, prospective clients, and partners to demonstrate product functionality and value.• Leveraged industry and systems expertise to forecast and oversee technical strategy alignment and spearheaded the discovery and evaluation of a new software partner to replace existing legacy enterprise service bus applications.• Established Tier 3 Global Support program for coverage with PS Engineers and management of RCA of all SEV 1 cases for key strategic accounts.

Munich, De

Key Achievements:• Collaborated with internal and external teams to design, develop, and deploy Service Orchestration components.• Implemented Kanban and Agile methodologies to establish customer support and product development best practices, resulting in real-time capacity visualization and increased efficiency, leading to cost reduction.• Administered automated solutions to deploy virtual machines through a self-service portal, reducing product deployment time from weeks to days.

Midland, Michigan, Us

Key Achievements:• Designed and deployed a new automation process architecture that proactively mitigated alarm generation and reduced critical response times from 30 to 5 minutes.• Participated in collaborative sessions with customers and team members throughout the design, implementation, and troubleshooting phases for new product development and support.• Established a new enterprise system management team, providing key expertise during the architectural transition from Rohm and Haas to Dow infrastructure and expanding the project to include automated notifications.• Drove cost reduction in the business and preserved the quality of IT service by consolidating inefficient management tools and replacing legacy enterprise monitoring systems with automated technology.• Deployed synthetic transactions to replicate global end user experiences, analyzing and monitoring systems performance, and establishing benchmarks.

Mba, Business Admin

Ba, Mathematics, Computer Science