Led 30+ member team of customer success area managers and principal technical account managers (TAMs) responsible for $240M+ portfolio of enterprise, service provider, and public sector customers across the Americas . Collaborated with sales leadership to enable future expansion. Ensured team met key performance goals for onboarding, adoption and retention. Managed all post-sales escalations on Citrix networking products (Citrix ADC, ADM, SD-WAN, Gateway).• Increased renewal rate by 10% YOY and exceeded renewal target of 80% by implementing 120-90-60 day renewal strategy meeting with sales and renewal team.• Conducted bi-weekly adoption reviews with TAMs and customer success managers to reduce any adoption risks, blockers and calls-to-action (CTAs), leading to 7% YTD increase in customer adoption. • Collaborated with Citrix Security CISO and legal team to standardize pre-notification process of security bulletins to premium customers, which was subsequently published on Citrix Trust Center web page.• Improved relationship NPS (rNPS) by 3 points YTD by launching NPS and customer experience programs between support and engineering escalation teams.• Boosted customer retention rates by developing highly empathetic client executive relationships and exceeding service standard goals. • Upgraded 60% of customer base to priority services in span of 2 years by collaborating with sales and pitching the value of premium services to customers.• Developed new Bug Scrub automation tool that reduced TAM's effort in generating bug scrub report from 8 hours to 10 minutes, which resulted in $3M in cost savings and 10x productivity gain. Tool won Customer Success Innovation Warriors 2020 Award.• Mentored, coached, and performed mid-year and end-of-year reviews for CSS managers and principal TAMS.

Directed 15+ member team of senior technical account managers responsible for enterprise customers in West and Central regions of US. Owned key performance measures and operational targets for customer base representing over $55M in Annual Recurring Revenue. Mentored, coached, and performed quarterly and yearly performance reviews for TAMs. Managed all post-sales escalations on Citrix Networking products and solutions for premium customers.• Achieved 80% customer renewal rate and partnered with sales to identify whitespace opportunities. • Led cross-functional collaboration with multiple teams and managed activities for 2 critical Citrix ADC security vulnerabilities in FY20, which were massive events for Citrix. Managed customer escalations and provided updates to CISO and executive leadership teams directly.• Coordinated development and execution of IoC scanner tool across Citrix and FireEye Mandiant that assessed potential indicators of compromise (IoC), helping customers to secure environments quicker.• Served as global lead for standardized services delivery for strategic customers such as Amazon, Apple, and Microsoft, resulting in increased collaboration across global TAMs and prioritization of engineering / PM resources on escalations with high customer satisfaction.• Visited customers to build relationships and ensure the highest level of premium support experience.

Managed service provider team of 20+ support engineers and leads across US and Mexico, responsible for support services on Cisco IOS-XR (ASR9K, CRS, NCS) products. Presented overview of Cisco technical services at customer executive briefings and customer on-sites. Provided quarterly operations reviews to leadership and conducted employee performance reviews.• Collaborated on cross-functional strategic project focused on customer journey mapping, leading to standardization of all technical services projects for alignment on customer experience.• Conducted monthly customer experience reviews (CERs) with engineering leaders, highlighting product issues to enhance product quality, service readiness, and customer satisfaction.• Co-chaired cross-organizational software adoption program, facilitating seamless customer migration to recommended software releases.• Managed customer escalations by taking ownership and driving to resolution.• Encouraged team to author KB articles and achieve certification, resulting in 85% of team earning CCIE Certification.

Led team of network consulting engineers (NCEs) responsible for delivery of network optimization services (NOS) to large enterprise customers. Focused on helping customers reduce costs, incorporate advanced technologies, and enhance network reliability with network architecture review, expert consultation, and support / guidance at critical stages of network lifecycle. Conducted performance evaluation of employees and provided mentoring, coaching, and career development. Led key organizational initiatives.• Acted as key contributor in improving AS business process by disrupting geo-based delivery model to competency-based delivery model across the Americas, EMEA, and APJ. Optimized service delivery with increased efficiency and higher quality.• Collaborated with finance team to forecast budget on talent hiring for successful completion of projects. • Provided quarterly business reviews (QBRs) to customers’ executives, ensuring alignment on business goals.• Created 12-week technology cohort program in routing, switching, datacenter, and security technologies; aligned 250+ NCEs to cohort tracks with successful completion.• Tagged critical operational impacting bugs (OIBs) from customer-facing teams that helped release PMs prioritize customer-impacting bugs in upcoming releases. • Built team of 10+ NCEs to be SMEs in enhancing router and LAN network audits.

Served as primary network consulting engineer, tasked with supporting Apple Inc., Electronic Arts, Google, and Yahoo! Inc. Analyzed customers’ network designs against leading industry best practices and provided guidance to optimize network availability and stability. Mentored associate NCEs, performed customer network audits with guidance on network health, and delivered proactive software recommendations and security advisory notice with suggested solutions.• Spearheaded team of 20 NCEs in developing BGP best practice document (v3.0) published on Cisco Library.• Partnered with Apple on ASR9K Certification that accelerated product sales and deployment. • Collaborated with Apple on data center design (Nexus 9000) and implementation of Virtual Switching System (VSS) and Netflow on Catalyst 6500 switches.• Implemented large DMVPN deployment across data centers for EA using standard VPN solution.• Participated in next-gen remote office design architecture at Google. Tested performance of routing protocols (BGP, OSPF), QoS, IPSLA, and multicast on Cisco 3845 ISR, which enabled smooth remote office network deployment. • Minimized customer business risk by supporting critical change events and collaborating with Cisco TAC on case resolution.

Delivered level 3 technical support on all routing protocol issues (OSPF, EIGRP, RIP, ISIS, BGP, MPLS), documented defects, and provided guidance on network implementation best practices. Collaborated with customer network architects, advanced services engineers, partners, sales, CAP managers, and internal engineering teams on severity 1 and critical customer escalations.• Resolved escalations from global delivery partner (GDP) teams. Reduced case backlog by reviewing escalated cases in weekly war room meetings.• Ensured case backlog and total time to closure (TTC) on cases were below targets, resulting in high customer satisfaction (CSAT) score.• Volunteered to verify and validate accuracy of routing protocol questions for industry-leading CCNA and CCNP certifications.

Managed escalations for all AS products (Network Analysis Toolkit (NATKit) and Cisco Network Collector (CNC)) that gathered data from Cisco devices on customer networks, helping network engineers to proactively locate and analyze network problems. Documented defects, presented STS product features in executive customer briefings, and helped test network audits by replicating customer network in Cisco lab.

Provided technical support for AS products. Ensured 100% accurate data downloads, applied recommended Solaris patches to ensure security compliance, resolved service requests on data collection issues, and provided recommendations on customer networks by analyzing network audit reports.