Robert Blackwell work email
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My name is Robert and I am a result-driven leader with a comprehensive customer success management background for a prominent software organization working with Fortune’s top 50 companies. I have a deep understanding of customer success principles and strategies. I also have strong expertise in multi-disciplinary areas such as consensus building, cross functional teaming, program administration, strategic planning, risk identification, global services and software design. I have earned prestigious awards for exemplary performance. During my career, I have consistently exhibited leadership abilities in driving customer success operations, overseeing key accounts, and training customer service managers. I have also achieved promotions to roles of progressive responsibility. Some of my key achievements include assisting with closing the largest lead in a company’s history at $92M and redesigning a separate company’s services offerings to increase their annual revenue by 200%.Connect with me today to acquire a better understanding of my skill set and to find out how I can help to bring your objectives into focus!
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Enterprise Customer Success ManagerCyberark Feb 2021 - PresentNewton, Ma, Us
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Account Customer Success ManagerMicro Focus (Purchased Software Organization From Hpe) Sep 2017 - Feb 2021Leverage leadership expertise to advocate for 5 accounts with a combined annual renewal value of over $45M, while sustaining a 100% customer retention and 110% renewal retention rate.Earned recognition for identifying and assisting with closing the largest lead in the company’s history at $92M.Direct various account processes, including on-boarding, escalations, renewals, upsell campaigns, periodic health checks, customer advocacy, and the publishing of monthly account executive summaries.Drive a deep understanding of available licensing options and metrics to ensure customer satisfaction and success.Accelerated the identification of risk and drove collaborative action plans to successfully mitigate risk.Spearheaded mentoring relationships with newly hired CSMs to expedite their career and personal growth.
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Customer Advocacy ManagerHewlett Packard Enterprise (Purchased Opsware) 2015 - Sep 2017Provided oversight for 15 strategic accounts with a combined account support value of over $76M. Directed various account processes, including on-boarding, escalations, renewals, upsell campaigns, periodic health checks, and customer advocacy.Executed risk identification techniques and authored action plans resulting in savings of millions of dollars.
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Customer Project/Program Manager IiiHewlett Packard Enterprise (Purchased Opsware) 2013 - 2015Established a management-level escalation point for ongoing projects and support concerns.Conducted status meetings to discuss factors such as customer satisfaction, support renewals/delivery, and trends.Maintained optimal customer satisfaction levels, which involved adeptly navigating complex escalations.
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Technical Solutions Consultant IvHewlett Packard Enterprise (Purchased Opsware) 2011 - 2013Functioned as a tier 3 support engineer for a key HP product and trained tiers 2/3 support engineers. Employed problem solving abilities to evaluate and promptly resolve critical customer issues.
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Software Designer VHewlett Packard Enterprise (Purchased Opsware) 2010 - 2011Served as the new product development lead for a product self-monitoring solution. Additionally functioned as a new product development team member for various HP software products.Led Research and Development (R&D) to triage and fix product defects identified by customers.
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Technical Solutions Consultant IvHewlett Packard Enterprise (Purchased Opsware) Sep 2007 - 2010Acted as a tier 3 support engineer for HP’s Business Service Automation Essentials (BSAE) product. Delivered optimal support on critical customer issues following escalation.Excelled as a mentor to tiers 2/3 support engineers. Engaged with R&D personnel on issues requiring code changes.
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Support Team LeadOpsware (Purchased Tangram) Feb 2004 - Sep 2007Led daily activities of the support staff for four product lines and collaborated with team leads to define and update support processes and procedures.Additionally functioned as a Lead Systems Consultant: acted as a subject matter expert on the Tangram product line. Supported sales/support organizations in retaining and expanding the Tangram customer base.Held a high-level government security clearance to work with customers based in the intelligence community.
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Lead Systems ConsultantTangram Enterprise Solutions, Inc. May 2000 - Feb 2004Supervised a seven person international professional service team, which entailed scheduling members, managing statements of work, and coordinating efforts with customers and sales team members.
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Advanced System AdministratorElectronic Data Systems 1998 - May 2000West Hartford, UsManaged a mission critical seventeen-member support desk responsible for the US Postal Service Delivery Confirmation offering. -
Senior Information Systems SpecialistBdm International 1996 - 1998Served in a dual capacity as the manager of a twenty two-person quality assurance organization and a senior solutions architect.
Robert Blackwell Skills
Robert Blackwell Education Details
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Midlands Technical College, West Columbia, ScInformation Resource Technologies
Frequently Asked Questions about Robert Blackwell
What company does Robert Blackwell work for?
Robert Blackwell works for Cyberark
What is Robert Blackwell's role at the current company?
Robert Blackwell's current role is Customer Success Manager at CyberArk.
What is Robert Blackwell's email address?
Robert Blackwell's email address is re****@****ail.com
What is Robert Blackwell's direct phone number?
Robert Blackwell's direct phone number is +180352*****
What schools did Robert Blackwell attend?
Robert Blackwell attended Midlands Technical College, West Columbia, Sc.
What skills is Robert Blackwell known for?
Robert Blackwell has skills like Leadership, Customer Experience, Team Building, Linux, Salesforce.com, Data Center, Gainsight, Training And Development, Account Management, Microsoft Powerpoint, Customer Retention, Networking.
Who are Robert Blackwell's colleagues?
Robert Blackwell's colleagues are Roni Ben-Simon, Amisha Jeswani, Hanafee Khairi, Wycliff Omwega, Junlong Lu, Sam Johnson, Reuven Hozias.
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