Tom Leach Email & Phone Number

Raleigh, North Carolina, United States

• Leader of the 150-member Americas Customer Success organization
• Regional director of Priority Support Services (Technical Account Management)
• Guided organization's transition from account management to customer success with emphasis on success planning, increasing adoption, driving growth, and retention
• Led innovation & optimization of global capacity planning, tools, and budgets to reduce time-to-value
• Collaborated with finance, operations, technical support, and programs teams to orchestrate and deliver Priority Services to 500+ enterprise customers with >95% renewals and $500M annual bookings
• Grew NPS loyalty/satisfaction 5 points each quarter as lead of the Americas TAM organization

Fort Lauderdale, Florida, United States

• Empowered high-performing teams through coaching and mentoring
• Managed service delivery to strategic and enterprise customers
• Exceeded targets in ensuring high customer satisfaction throughout the US East Region
• Global program development and project management

Charlotte, NC

• Strategic leadership in bringing Agingo from start-up to initial product release
• Project management of mobile, web, and cloud-platform software development

Charlotte, NC

• Architected solutions using IT Service Management (ITSM); ITIL; Solution Architecture Definition
• Implemented desktop/server automation technologies

Charlotte, NC

• Delivered proactive and reactive technical product support to strategic customers through Microsoft's field-based engineers in eastern United States
• Provided detailed status reporting and presentations to senior-level management and executives using Word, PowerPoint, and Visio; created financial reports using Excel and InfoPath status forms for team collaboration.
• Created national college hiring/onboarding/training program for field engineering

Charlotte, NC

• Supervised services-contract and order-to-cash billing operations for $1 billion U.S., Canada, and Latin America Enterprise Services business
• Directed global program management of services operations across Microsoft's Regional Operations Centers in U.S., Ireland, and Singapore
• Led organization of 110 full-time employees (plus 30 contingent staff)

Charlotte, NC

• Built 115-person organization of technical account managers, software developers, and product support specialists to provide managed-support for Microsoft's most-strategic financial services customers nationwide
• Managed a services portfolio of $50 million

Charlotte, NC

• Managed a services portfolio of $50 million
• Managed teams of Technical Account Managers (TAMs) in supporting customers’ IT systems
• Assisted customers with product migrations and deployments
• Provided proactive recommendations for improved supportability and manageability
• Managed escalations and action plans throughout critical/crisis situations

Charlotte, NC

• Designed and developed three-tier, client-server applications for traditional and mobile platforms using Microsoft technologies
• Designed and deployed Windows-based infrastructure systems (VB/C, SQL Server, Exchange)

Houston, TX

• Coordination, project management, design, and development of Windows-based applications, utility software, and tools
• Lead engineer responsible for the development of localized versions of global operating systems and utilities
• Designed and developed software programs and utilities to enhance the appearance and performance of Microsoft Windows on COMPAQ hardware
• Designed and developed applications for controlling the worldwide release and delivery of COMPAQ software to global manufacturing facilities
• Microsoft Windows, Windows NT, MS-DOS, and Unix platforms

Uncasville, CT

• Programmed process automation systems on mini-computer and PC-based platforms
• Designed, developed, tested, and deployed multi-tasked, event-driven, advanced inspection and dispositioning software on Coordinate Measuring Machines, welding systems, and furnaces in the manufacture and inspection of.
• Digital Equipment VAX/VMS, PDP RSX-11/RT-11, and IBM PC platforms
• U.S. Department of Energy Security Clearance

Master Of Business Administration (M.B.A.)

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