Customer Success Director

Martin D. Baldenegro

Westminster, Colorado

***@****.*** 423-***-**** (daytime or evening) www.linkedin.com/in/martinbaldenegro

Pre-Sales & Post Sales Customer Success / Storage & Data Management / Software & Hardware

Highly experienced manager with 20+ years of experience in management of Systems Engineering, professional services consulting and training delivery. Possess a wide range of IT knowledge not only in administration, but also in management, education, design, architecture and solution implementation. Have worked extensively in storage and data management, including data replication, high availability, clustering, storage resource management, server management, disaster recovery, hyper-converge infrastructure and storage area management In this capacity I have experience hiring and managing PS consultants, System/Sales Engineers, course developers, instructors, technical consultants and contractors.

Known for always meeting customer satisfaction, deadlines and budgets. Clients choose me for my conscientiousness and dedication to providing well-researched, tailored solutions. In addition to my technical expertise and management skills, I am also recognized for my communication skills, particularly my ability to see things from the client’s perspective.

Professional Achievements

Improved the Professional Services Group – Nexsan had an ineffective means of delivering professional services to new and existing customers. I modified the existing procedures and process for creation of Statement of Work and delivery of the consulting services. Improved booking by 35% and recognized revenue by 38% in the first half of 2017, On target to improve 2017 year over year by 35% for both bookings and revenue.

Created Training and Education Department – Qualix had an inefficient, costly means of training. Field engineers relied on marketing slides to teach technicians and resellers - often requiring assistance from more senior people. Based on the latest information about adult learning patterns, I developed a comprehensive course and trained the instructors. Also initiated the bold step of charging for this program; previously training was free. As a result, training added an incremental $2.5M in its first year and client satisfaction increased.

Installation, Configuration and Troubleshooting SANs – Contracted by Sun to develop courses that would make their technical support team and Professional Services team instantly responsive to customer storage and SAN issues. At present, technical issues are passed along to specialists, increasing response time by as much as two hours. For certain Sun clients such as Bank of America, Federal Express, Lockheed Martin and JPMorgan, this downtime literally costs millions per hour. To date all contracted development projects are on track to meet both time and financial parameters.

Professional Experience

Nexsan, Campbell, CA 2017 – 2017

Sr. Director Professional Services. (02/2017 – 07/2017)

Manage the meeting of quarterly and annual bookings, revenue, margin targets. Manage and ensure projects and engagements are delivered on time and on budget. Ensure a high degree of customer satisfaction through world-class delivery practices. Partners with the sales organization to ensure accurate proposal estimation and costing. Review the sales pipeline to ensure the organization has capacity to implement the forecasted engagements.

Gridstore/HyperGrid, Mountain View, CA 2013 – 2017

Sr. Director Technical Services, (12/2013 – 02/2017)

Ensure the highest quality of Pre and post sales customer support. Design and development of Education Services. Identified pre-sales and technical support training needs for Product Introductions and ongoing Product Support. Develop technical training for Channel Partners/Resellers. Assist in Pre-Sales technical presentation. Conduct professional services for solution implementations of Hyper-Converge and Storage solutions.

XIO Inc, Colorado Springs, CO 2011 – 2013

Director Global Field Services, (10/2011 – 12/2013)

Dir. of Advanced Technical Support/Sustaining Engineering, (2011 – 2012)

Development of plans, schedules, strategies and objectives for field services. Manage resources and recommend investments for growth. Ensure the highest quality of customer support. Design and development of Education Services. Identified worldwide pre-sales and technical support training needs for New Product Introductions and ongoing Product Support. Develop training curriculum and materials. Hire and manage personal for field service, professional services, technical support, and customer training.

Cwiz Resources, Inc., Westminster, CO 2001- 2017

Co-founder, Owner & President,

Founded technology consultancy focused on Solaris, SAN, HA Cluster, Data Replication, Network Storage, Data Management and Technical Instruction. Clients include: Oracle, InterSAN, Accenture, and ExitCertified.

Legato Systems, Inc., Boulder, CO 1999 – 2000

Sr. Technology Strategist, Legato

Began as a Sr. Regional Systems Engineer then promoted several times in this fast-paced, expanding organization. Viewed as an excellent trouble-shooter and sought after to correct issues in a variety of departments.

Qualix/Fulltime Software, Dallas, TX and Boulder, CO 1995 - 1999

Director of Technical Product Marketing, Director of Sales Support, Manager of World Wide Educational Services, Manager of Global Support Engineering Team and Manager Training and Development.

Sun Microsystems, Dallas, TX 1989 – 1995

Program Manager Technology Training,

Responsible for technology training of Sun’s Value Added Resellers. Prior to this position, I was the Lead Senior Systems Engineer, a Senior Systems Engineer, a Senior Software Support Engineer and a Senior Field Support Engineer.

Computervision Corp, Dallas, TX 1979 – 1988

Harris Corp. (Data Communications Division) 1974 – 1979

United States Navy 1969 – 1971

Education

DeVry University - Business Administration: Accounting – July, 2006 – June, 2007

HP Education - ITIL Foundations for IT Service Management – March, 28 – March 30, 2006

University of Texas at El Paso - Electronic Engineering - January, 1975 – December, 1975

Control Data Institute – Computer Technology – January, 1973 – January, 1974

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