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MK

OBJECTIVE

To lead an international team of

customer success managers where

I can help customers identify

challenges and resolve them by

leveraging their investments or

expanding their portfolio to

maximize their ROI.

SKILLS

• Leadership/People Mgmt.

• Customer Success

• Business Process Analysis

• Success Planning & KPI

Development

• Six Sigma White Belt

• SAP, JD Edwards, Siebel,

ServiceNow, MS Office

• Asset management

• Sandler Selling System

• Consultative/Solution Selling

• CAD, GIS, BIM, & Content Mgmt.

• SaaS and Cloud technology

• P&L Management

• Project/Program Management

• Energy, Oil & Gas, AEC, and

Transportation Sectors

• Construction and Workflows

• Engineering Design

• CA General A Contractors Lic.

MICHAEL KOLSTER

PASSIONATE CUSTOMER SUCCESS MANAGER

SLED, GOVERNMENT & UTILIES ACCOUNT EXECUTIVE

EXPERIENCE

MANAGER, ENTERPRISE CUSTOMER SUCCESS (UTILITY &

GOVERNMENT) • BENTLEY SYSTEMS, INC. • 12/2020 – 01/2024

• Manage an international team of 9 Enterprise Success Managers.

• Assist in the certification of FedRAMP of our SaaS applications.

• Work to build 8a consultant partnerships.

• Define and develop team standards, processes, and vision.

• Mentor and coach ESMs to identify business challenges and develop best-in-class success plans that align with sales account plans.

• Work closely with the leadership of sales, solution engineering, technical support, and product management to strategize and deliver on customer expectations.

• Exceed OKR’s to increase account adoption and product expansion.

• Increase user sentiment (NPS), retention, and user experience.

• Onboard new customers and conduct regular status meetings and quarterly business reviews with account executives including C-suite.

• Develop playbooks with professional services and sales.

• Conduct sales presentations to accounts executives showing the value proposition of our program and benefits.

• Sr. Enterprise Success Manager from 12/2020 to 08/2022. LEAD TECHNICAL CONSULTANT • L&T TECHNOLOGY SERVICES• 09/2019 – 12/2020

• Managed support staff (1 US and 4 offshore) and assigned ServiceNow support tickets. Coordinated and ensured compliance SLA requirements to maintain customer-centric focus and exceed user expectations.

• Led enterprise content & collaboration (Bentley ProjectWise) support team. Lead Bentley application server/client and engineering SaaS/Cloud SME focused on utility design applications.

• Implemented enhancements to automate business processes that increased productivity and improved system performance. EXPERIENCE CONTINUED

DIRECTOR, TECHNOLOGY IMPLEMENTATION • ANSER ADVISORY (ACCENTURE)• 09/2018 – 06/2019

• Responsible for managing the SCE implementation of Copperleaf C55.

• Developed business requirements, facilitated workshops, project schedules, tracked risks, and coordinated with vendors.

• Led functional and process requirement workshops to ensure C55 functionality was properly integrated across the enterprise.

• Directed Organizational Change Management (OCM) and training. SR. OPERATIONS MANAGER • CORRPRO COMPANIES, INC.• 09/2017 – 06/2018

• Managed LA office P&L (Construction & Engineering) – Increased gross margin over 20% and reduced DSO by 47 days.

• Monitored the daily activities of all staff and implemented procedures to correct any performance deficiencies.

• Completed annual employee performance evaluations for direct reports.

• Assisted sales in achieving revenue targets for LA territory.

• Ensured staff complied with all safety procedures, OSHA Compliance, Project Safety Plans, Training, and PPE Requirements. PMO WORKSTREAM MANAGER • PACIFIC GAS AND ELECTRIC CO.• 09/2015 – 09/2017

• Responsible for managing a $100 million yearly investigatory excavation program to determine and verify pipeline integrity for 6,700 miles of gas transmission pipeline. The team consisted of 10 construction and 3 IIT survey project managers who managed projects from inception through closeout, meeting cost, scope, and compliance requirements.

• Successfully executed over 350+ capital and expense projects each year. Executed indirect inspection of over 120 miles of gas transmission lines per year to detect and identify corrosion anomalies.

• Implemented unit cost structure and reduced average project construction costs by 48%.

• Collaborated with engineering leadership to shorten pipeline repair decisions from 16 days to 4 hours with an estimated annual savings of $1.8 million dollars.

ENGINEERING TECHNOLOGY MANAGER • PACIFIC GAS AND ELECTRIC CO.• 07/2012 – 09/2015

• CAD Manager – Developed CAD Standards based on NCS and integrated configurations with ProjectWise.

• ProjectWise Administrator – led configuration and deployment of ProjectWise for Gas Operations.

• Managed support service tickets and supervised engineering application support staff.

• Records Management – Implemented ProjectWise for Engineering and worked to import legacy FileNet data.

• Developed technology roadmap from design, construction, as-built, operation, and records asset lifecycle management. Also assisted Gas leadership to expand the use of 3D technology, mobile, and asset performance management. ENGINEERING TECHNOLOGY MANAGER • PORT OF LONG BEACH• 04/2006 – 07/2012

• CAD and ProjectWise Administrator - Developed and implemented an Engineering CAD/GIS technology plan to streamline and standardize engineering technology workflows and procedures across the entire organization. The plan included an overhaul of existing technology with the latest 3D engineering and document management technology available.

• Led technical support.

• Standardization and innovation resulted in a reduction of over 8,000 hours, for a total annual cost savings of about $540,000.

• Implemented an innovative subscription program through Bentley Systems which helped facilitate the conversion while saving Port of Long Beach more than $1M in licensing and training fees.

• Project Management - Led the development and implementation of custom tools and interfaces to improve efficiency among various disciplines and ensure compliance with company standards across business units. SENIOR APPLICATION SALES ENGINEER • BENTLEY SYSTEMS, INC.• 03/2002 – 04/2006

• Conducted online training and sales presentations. Presented and spoke at industry conferences. Partnered with sales team to identify technology improvements and increase productivity while improving customer retention for enterprise accounts.

• Conducted in-person and web-based training classes for hundreds of students.

• Developed training materials, user group educational materials, and tradeshow presentations.

• Worked closely with sales to update sales account plans, identify opportunities, and develop strategies to resolve challenges.

• Technical consultant and SME for Municipalities, Utilities, Government, DOT’s, and large AEC companies. EXPERIENCE CONTINUED

PROJECT MANAGER • RBF CONSULTING• 09/2000 – 03/2002

• Managed the successful Enterprise ESRI GIS Implementation for the County of Pinal, AZ.

• Led CAD and GIS integration. Served on the CAD Council to standardize and improve processes.

• Developed an enterprise GIS model by interviewing County Departments, gathering key metadata, workflow, and functionality required.

• Created a training business unit focused on improving internal staff capabilities. I also created a business plan for providing training as a service.

MANAGING PRINCIPAL • CORDAX, INC.• 01/1990 – 09/2000

• CorDax was the largest engineering technology integrator/reseller on the West Coast. I managed our Northwest Operations and was the executive account manager for our largest accounts (local governments, federal, and utility companies).

• My role was to build trust with technology leaders and ensure they received excellent customer service. I helped them realize the value of the applications they purchased and ensured our support team was responsive to their needs. Our goal was to elevate our services to provide additional value over our competition.

• Managed acquisition of Pacific Cascade Technologies in Seattle, WA, and increased Northwest sales over 155% through the introduction of new services to existing clients.

• Led training services for the Northwest. Won ODOT training contract and led the implementation of CAD training for hundreds of engineers and surveyors.

• Led training program and worked with local colleges to expand CAD training and provide internship opportunities to engineering students. Developed innovative online training assessment and gap training tool called KnowledgeTrax.

• Principal consultant for CAD, GIS, imaging, and content management solutions.

• Managed the engineering design group of 16 employees (Concentration on Civil, Utility, and DOT Design related projects).

• Corporate Secretary.

EDUCATION

DIPLOMA • 06/1987 • ORANGE HIGH SCHOOL

SALES AND ACCOUNT MANAGEMENT • 04/2004 PRESCIENT MILLS TRAINING AND DEVELOPMENT

MANAGEMENT CERTIFICATE • 11/2011 • CITY OF LONG BEACH ACADEMY

EXTRAORDINARY PRODUCTIVITY • 08/2013 • FRANKLIN COVEY

ADVANCED MS OFFICE CERTIFICATE • 09/2014 • PG&E LEADERSHIP ACADEMY

LEADERSHIP CERTIFICATE • 12/2015 • PG&E LEADERSHIP ACADEMY

LEAN SIX SIGMA CERITIFICATE • 07/2015 • PG&E LEADERSHIP ACADEMY

OSHA 10-HOUR CERTIFICATE • 10/2018 • OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION

CPR/AED & FIRST AID CERTIFICATE • 05/2017 • MEDIC FIRST AID

CALIFORNIA GENERAL A CONTRACTOR LICENSE • 01/2018 • CALIFORNIA STATE LICENSING BOARD (CSLB) VOLUNTEER EXPERIENCE

Habitat for Humanity Playhouse Build (2014 & 2015) PG&E San Francisco Beach Clean Up (2013 & 2014)

Samaritan’s Purse – Operation Christmas Child (2018, 2019, 2022, & 2023) Grace Church – Deacon, Usher, and events (2018 thru 2023) Civil CAD Consortium – Positions held, Vice President, President, and Treasurer (2006 thru 2020)

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