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Work Background
NearmapEnterprise Customer Success Manager (Tech, Solar, AEC)
May. 2022 - Jun. 2024Lehi, Utah, United States• Managed a $10M book of business with a proven ability to drive customer retention, satisfaction, and growth across key industries including AEC, Telecom, Real Estate, Utilities, Roofing, Solar, and Property Services.
• Developed lunch & learns, marketing campaigns and trade show activities, resulting in a 20% increase in product adoption and generating 15% in new business within targeted industries.
• Managed customer success journey including onboarding, implementation, health-checks, and success plans, ensuring consistent value delivery throughout the customer lifecycle.
• Monitored, analyzed, and interpreted customer metrics at every stage of the customer journey, providing actionable insights to the business.
SHI International Corp.Senior Cisco Customer Success Manager – Enterprise Agreements
Oct. 2020 - May. 2022Austin, Texas, United States• Managed a $45M portfolio and led the onboarding, adoption, and expansion of Cisco Enterprise Agreements (EA) for Fortune 500 companies, achieving a 20% increase in renewal rates and 30% growth in customer expansion.
• Acted as a Subject Matter Expert (SME) for Cisco EA (Data Center, DNA, Collaboration and Security), overseeing EA and SmartNet contracts, renewals, true-ups, subscription modifications, and implementation service projects, leveraging advanced experience with Cisco Commerce Workspace (CCW) and related tools.
• Developed and executed customer-centric strategies, including lifecycle program management and Customer Success Reviews (CSRs), aligning customer goals with Cisco offerings to maximize value.
• Developed an internal CSP tool to integrate CRM data with Cisco data to manage CSM engagement and forecast renewal and expand opportunities. Resulting in timely metric and performance reporting and increased engagement analytics.
CDWSenior Cisco Customer Success Manager – Enterprise Agreements
Sep. 2019 - Oct. 2020Vernon Hills, Illinois, United States• Managed an $90M portfolio of Cisco software and services, including data center, DNA, collaboration, and security solutions, achieving a 20% increase in adoption and retention.
• Partnered with sales, services, and channel teams to develop and execute customer success strategies, driving business growth and expanding customer use cases.
• Built and maintained strategic relationships with key stakeholders, guiding enterprise customers through complex environments to optimize solution adoption, retention, and renewals.
• Developed and delivered success plans, ensuring customer readiness for service updates, while tracking and measuring the impact of aligned solutions on business outcomes.
• Collaborated with Cisco partners to enhance service delivery and refine customer success metrics, contributing to improved customer satisfaction and business results.
PresidioSenior Business Development Manager – Cisco Software & Services
Dec. 2015 - Oct. 2019Dallas, Texas, United States• Drove $77M in IACV in Cisco Software and Service sales by managing key relationships with Fortune 500 clients for West Coast region. 30% growth in takeover business and 40% increase in tech refresh and expansion opportunities.
• Developed tailored Cisco services roadmaps and enhancing partner relationships, RFPs and bid responses, successfully expanding the customer base and contributing to overall revenue growth
PresidioCisco Renewal Manager, Lead
Nov. 2013 - Dec. 2015San Antonio, Texas Area• Identify and generate new maintenance and license subscriptions, contracts for Cisco Smartnet and Software Maintenance services.
• Provide QBR and Lifecycle reviews, identify tech refresh and EA opportunities.
• Proactively manage monthly and quarterly renewal activities and reporting. • Engage contracted clients about contract maintenance consolidations and multi-year solutions
• Collaborate on sales strategies and opportunities with Sales teams to increase renewal rates
Sirius Computer Solutions, Inc.Client Asset Manager (Services & Support)
Nov. 2012 - Dec. 2014San Antonio, Texas Area• Cisco Software and Service sales and renewals. Central/ North Central geography. • Identify and generate new maintenance and license upgrades and renewals.
• Manage quarterly renewal activities.
• Consult clients about contract maintenance consolidations and multi-year solutions
• Ongoing customer support and identify expand opportunities.
Sirius Computer SolutionsPre-Sales Engineer - Datacenter, Networking & Storage
Jun. 2008 - Oct. 2012San Antonio, Texas Area• Pre-sale Engineer supporting Enterprise accounts, specialized in Datacenter server and storage product lines. • Recommended small to large scale solutions based on customer requirements for Enterprise Class Intel/AMD servers, DAS, NAS, and FAS. • Licensing specialist for software product lines (Vmware, Cisco, Microsoft, Symantec, RedHat and Citrix)
Sirius Computer Solutions, Inc.Systems and Networking Sales Advisor
Nov. 2006 - Jun. 2008San Antonio, Texas, United States• Team Lead and Sales Support for structuring x86/ Intel and Cisco opportunities. • Responsible for supporting over 80 Client Executives and enterprise accounts with pricing, special bids, deal registration, product sourcing options, logistics and competitive direction and maximize profitability of the opportunity.
Sirius Computer Solutions, Inc.Service Delivery Coordinator
Nov. 2005 - Oct. 2006• Project and vendor management.
• Provided support to Project Managers and Principle Consultants by creating Statements of Work (SOW)
• Supported PMO resource reporting and management, and managed and billed project time and expenses.
GNP Computers, Inc.Business System Analyst
Sep. 2003 - Oct. 2005Monrovia, CA• Business Analyst for Datacenter installation projects.
• Focussed on the profitability of the project and SME for business data and reporting needs defining business requirements.
• Process improvement and reporting them back to stakeholders. • Budgeting and forecasting, variance analysis, pricing and reporting and process documentation.
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