DAVID T. WEETMAN

Glendale, Arizona ***** 703-***-**** ac0zvi@r.postjobfree.com

CUSTOMER EXPERIENCE EXPERT

Senior IT Customer Success leader with comprehensive experience in computer operations, software sales, services, and Customer Experience. Partner with business units and a manager of development teams, skilled at aligning business activities with established objectives. Skilled with leading teams of up to 25 personnel while managing all financial aspects of the role with P&L success.

Sold and delivered services through building strong and lasting relationships with client and partner teams; strong proposal and RFP writing skills that effectively scope the requested services. Exceptional ability to interface with customers onsite at an executive level. Motivating leader who develops, mentors, and empowers employees to excel.

CORE SKILLS: NPS Relationship Management P&L IT Sales & Delivery Change Management

Project Management Contract Management, Negotiation, and NDA Customer Relationship Management Employee Leadership, Training, & Development Performance Management Vendor Relations Program Management Customer Engagement Customer Resolution Lean Six Sigma ITIL V2 Medallia CEM

PROFESSIONAL EXPERIENCE

CA Technologies 8/2010–3/2017

Senior Director, Customer Success-Scottsdale, Arizona (6/2013–3/2017)

Supported top 30 western customers including AMEX, Wells Fargo, Schwab, VISA Financial Services, Baker Hughes, Exxon, Texas Health, American Family, and Optum for problem resolution of renewals, upgrades, and professional services.

Led team of nine direct reports to drive successful customer outcomes related to software, integration, architecture, or deployments that were misaligned, exceeding expected customer results.

Reversed $13 million annual first time renewal revenue by developing a first-time renewal program, now a CA Corporate Standard, for executing follow-up plans during the first six months of product ownership.

Developed FY17 Global Customer Success (Enterprise and SaaS teams) Goals and Objectives that included loading these goals in to CA’s SuccessFactors HR application.

Led Six Sigma Green Belt project to use Customer Net Promoter Survey (NPS) to identify areas of concern customer provided. Improved year over year Customer Net Promoter Survey (NPS) scores more than 10%.

Maintained an open line of communication to foster a sense of accountability, autonomy, and teamwork.

Improved employee satisfaction 5% year over year by creating and promoting educational events including technology education, women in technology discussions, and office social events.

Achieved 100% Manager effectiveness in Employee Opinion Surveys and Pulse checkpoints, 2014–2017.

Promoted cross-functional communication with various levels of leadership within the client, CST, Sales, Pre-Sales, and Support organizations.

Orchestrated and executed third party service agreements involving resource allocation and deployment.

Professional experience continued on page 2

DAVID T. WEETMAN

Page 2 Glendale, Arizona 85308 703-***-**** ac0zvi@r.postjobfree.com

Director, Customer Success-Herndon, Virginia (4/2011–6/2013)

Led a Public Sector Customer Success team through daily client support primarily responding to customer software, integration, architecture, or deployment issue resolutions and escalations. Team was highly skilled in Customer Satisfaction attributes through long, established client relationships. Clients served were Department of Treasury, SSA, FAA, OPM, Department of State, Homeland Security, and HHS.

Delivered over $3 million Customer Success Advocate/Support Availability manager contracts.

Drove annual renewal rates to 96% in 2017 from 91% in 2011 by creating the Customer Success Execution Plan (CSEP) to determine client adoption of purchased CA products.

Maintained an open line of communication to foster a sense of accountability, autonomy, and teamwork.

Increased Value Program activity throughout the Public Sector organization through:

Weekly discussions with team on forecasting and delivery of all Value Programs.

Providing a Public Sector centric authorization point for all formal CVP documentation and delivery.

Promoted cross-functional communication with various levels of leadership within the client, CST, Sales, Pre-Sales, and Support organizations.

Senior Service Project Manager-Herndon, Virginia (8/2010–4/2011)

Led up to three concurrent Services projects: Merck Competitive Replacement-replaced BMC, Compuware, and IBM products; Bank of New York MICS upgrade; and Social Security Administration CA Services.

Composed and distributed weekly status reports to client and CA personnel.

Managed accurate quarterly revenue forecasting.

Delivered over $250,000 of burned revenue in Q4 FY11 with little to no impact to Management Overhead.

IBM-South Riding, Virginia 2007–2010

Business Solutions Manager Software Sales

Sold software and services for IBM/Maximo enterprise Asset Management portfolio. Managed strategic technical direction for accounts in the Federal, Southeastern, and Midwest markets trough scoping, developing, and delivering software and services statements of work/proposals for all accounts.

EDUCATION AND CERTIFICATIONS

Computer Learning Center-Springfield, Virginia Computer Operations Degree

Northern Virginia Community College-Springfield, Virginia

Medallia CEM Certified Lean Six Sigma Green Belt Certified ITIL v2 Certified

TECHNICAL SKILLS

Microsoft Suite SalesForce Medallia SaaS SAP Mainframe Security Software CA-ACF2, CA-Top Secret, and RACF SuccessFactors CA-Clarity

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