• Promoted after 6 months (unusually rapid for the industry) due to extensive product knowledge.• Customer point of contact from time of escalation to tier III technical support, communicating directly with the customer on progress.• Provided in-depth review and analysis of various complex customer issues, partnering with engineering to deliver holistic diagnosis and timely resolution.• Shared Customer Success expertise with support engineers to provide wider context for company initiatives.• Connected customers with ongoing ExtraHop resources such as customer success and training.• Communicated progress proactively with sales and leadership teams throughout the solution workflow.

• Resolved critical severity/priority cases with customers via phone and remote sessions.• Tackled stagnant cases that required escalation from support queues, providing timely resolution and communication to stakeholders.

• Managed multiple large accounts, including Fortune 100 companies and public sector, valued at $12M ARR.• Delivered QBRs, Technical Reviews, Success Plans, and touchpoints resulting in ~110% NRR.• Promoted ExtraHop products and services, identified and communicated enterprise account opportunities, drove adoption, ensured renewals, and achieved 0% churn.• Analyzed customer network requirements, detection and alert policies, and promoted the highest value application of ExtraHop in the customers’ environments, achieving 20-30% reduction in deprecated TLS versions and expired SSL certificates.• Engaged ExtraHop end-users to provide targeted assistance and enablement through regular office hours and tracking open cases to ensure customer satisfaction.• Championed customer needs and opportunities for product enhancement with ExtraHop development teams.• Established 'trusted advisor' customer relationships including facilitating customer meetings, working sessions and EBR/QBR through following customer success plans and owning escalations.

• Integral member of cross-functional selling teams, responsible for promoting GTT products and services, identifying and mining enterprise account opportunities, driving contract renewals, and garnering new and sustainable business.• Recognized as SME within GTT for Managed Remote Access solutions, system/process improvements, and delivery of portal demos and training for assigned accounts.• Led complete sales and re-term lifecycles, working with account teams, executive teams, and client KDMs to translate customers’ technical and business requirements to superlative solutions.• Drove a nine-month negotiation process to activate a three-year, $6M agreement with a large enterprise client, adjusting margins for a win/win scenario and paving the way for additional business moving forward.• Filled dual role as Strategic Sales and Account Manager in negotiating an agreement with a large federal agency to manage their new Cisco VPN. Navigated complex government compliance issues and coordinated with vendors, partners and the customer to identify each entity’s unique responsibilities.

• Managed technical troubleshooting, upgrades, and new installations to ensure outstanding customer service and retention of business. Coordinated vast internal resources and collaborated cross-functionally to address and resolve customer concerns and support contracted SLAs.• Evaluated licensing currency, monitored usage levels, and identified revenue growth opportunities with cross-sector clients (Financial Services, Government, Technology, etc.).• Coordinated success plans for enterprise clients including orchestration of extensive enterprise equipment and architecture, TLS and VPN node configuration and testing, and coordination with customers and vendors.• Performed project management for new services, upgrades, major policy changes, and onboarding.