Phantom Engineering

www.phantom.us

Complete leadership responsibility for ArcSight ESM (>$300M rev) product development organization. Driving horizontal scale out of the technology stack to allow for clustered deployment, as well as building up offshore capabilities in the team. Developed and driving direction and strategy for multiple functional teams including product definition and launch of new enterprise security app store (https://marketplace.microfocus.com/arcsight), ArcSight Security use case research, ArcSight security “app” development, ArcSight security connector data normalization and integrity, and device security research. Also responsible for engineering services including: engineering lab; release, platform, and build engineering; system testing QA; Current Product Engineering, and information development (docs). Also responsible for Technical Alliance Program (TAP).

Engineered and executed a 20 point increase in NPS and a 12% increase in renewal rates of most valuable product line. Responsible for a ~$320 million support revenue/year customer success organization. Organization consists of ~200 directors, senior managers, managers, and individual contributors broadly structured to include technical support, customer service, technical account management, and sustaining development functions. P&L responsibility maintaining a >92% margin. Measured on NPS, margin, renewal rates, and employee satisfaction. Emphasis on integration of multiple acquisition customer success organizations, including best practices, systems, and processes as well as overall organizational strategy and direction.

Scaled a rapidly growing business that more than doubled within 2 years. Responsible for ~$38 million support revenue/year. Built a global organization that consisted of ~30 managers and individual contributors broadly structured to include technical support, customer service, technical account management, and sustaining development functions in a 24/7 capacity. P&L responsibility maintaining a >90% margin.

Managed the development team for Fortify Defender, an agent based RASP product that can detect and block application layer attacks for running Java and .net web applications. Delivered product release on time and groomed the lead developer to take on team management responsibility.

Responsible for training and managing both the Tier 1 technical support group and Customer Service group within the broader Customer Success organization. Coordinated and presented at customer user groups on technical topics. Mentored a team of 10+ individuals towards their future career goals and aspirations within the organization.

Created the Technical Account Management (TAM) program and responsible for the technical relationship and deployment success of the company’s top 15 accounts by revenue and potential for up sell. Conduct biweekly status meetings and quarterly onsite customer visits. Deliver billable training courses and provide migration and customization services as necessary. Acting as customer advocate in product planning and in driving enhancements and patches through engineering and delivery. Coordinating closely with the sales team to share account intelligence and identify potential sales opportunities. Parachute into accounts on the “Support Intensive Care” list as required to turn unhappy customers into successful and happy customers leading to significant short-term follow on business transactions. Company acquired by HP, August 2010.

Drove product release cycles through two major releases, from requirements definition, scheduling, development, QA, and customer validation, including the introduction of two brand new products: 360 Server (a management console for tracking and interacting with the results and progress of your application security initiative); and, the SSA Governance Module respectively, (an additional module for creating a risk-based profile of your application portfolio and automatically prescribing and managing the set of required security activities and artifacts necessary to comply with organizational risk policy or compliance obligations).