Robert Latham Email & Phone Number

South Jordan, Ut, Us

Leading a Global SaaS Support team with over 350 employees in 12 locations around the world supporting Enterprise SaaS and On-Premise Software

Grafton, Auckland, Nz

Us

Building a dynamic global SaaS support organization with teams in the USA, Ireland and Singapore to service a growing base of security software customers. Significantly improved customer satisfaction in the first year by implementing an organizational structure and support process, which maximize the use of resources and engineer skills. Provides leadership, coaching, development planning and performance feedback to the team. Interfaces directly with the customers and account teams to handle critical customer situations.Responsible for managing Lumension's corporate IT department which provides the network, server and desktop infrastructure for the company's business operation and software development function. Leads, plans, and manages the Information Technology strategy to support the company's future needs.

San Jose, California, Us

Responsible for building a successful global support and DevOps team to support the CA Nimsoft SaaS and on premise systems and network monitoring product. Integrated teams in the USA, Australia, India and Norway to deliver world-class technical support. Implemented globally consistent ITIL based support processes to deliver a high quality and responsive 24x7 service to a growing base of Managed Service and Cloud Computing Providers. Developed a Customer Success methodology to ensure successful on boarding and deployment of new customers. Identified usage trends and opportunities to grow accounts and increase customer satisfaction. This resulted in higher confidence of our customers in the solution, it lowered renewal churn, and increased revenue.Significantly improved customer satisfaction and setup an organizational structure and business processes which allowed rapid integration of Nimsoft's recent acquisitions.

Austin, Texas, Us

Responsible for managing a global team of 120 Support Engineers and Partners who provide 24x7 mission critical support for Sun's middleware software products. Significantly improved customer satisfaction and time to resolve by enhancing support processes and the Support Engineer's skills and work environment. Led the development and implementation of a suite of technology tools used to improve service delivery.

Designed and managed a new Service Product Management group who were responsible for Sun's $200M Software Support revenue. Developed new Service offerings to ensure that Sun met customers’ requirements and maximized revenue opportunities. Worked closely with the sales teams to ensure Service revenue targets were met.Responsible for working with the Engineering teams to ensure the service delivery organization was ready to support new products and with the product marketing teams to ensure the appropriate Support offerings were available.

Assignment to the Services HQ in Colorado reporting to the EMEA VP and the Worldwide Services VP. Responsible for representing the EMEA Services organization, in the Worldwide Services HQ. Developed Service strategy for Sun's Middleware software and volume hardware products, including new services offerings and delivery methodologies.

Responsible for service delivery to Sun's major Telco, Energy, Government and Channel customers in the UK. Ensured service solutions for large data centers were implemented and managed to the customer's satisfaction. Developed the role of the Service Account management group within the organization and managed a large team of Service Account Managers. Regular on-site meetings with CIOs and IT Directors to resolve service issues.Member of the UK management team, which is responsible for the overall management of the UK Service operation, with a revenue of $200 million. Led initiative to change the servicedelivery organization to allow effective service delivery to high end mission critical customers.

Bsc (Hons) 1St Class, Software Engineering/Computer Science Science And Engineering

Colorado Executive Development