KEVIN SMITH

Meredith, NH ad3hh0@r.postjobfree.com 603-***-**** LinkedIn

CUSTOMER SUCCESS MANAGER

Motivated Customer Success Manager and analytical problem solver with a wealth of experience in post-sales relationship management, driving client success, and specializing in Data Security/Cyber Security. Highly skilled at aligning services with customer objectives, upholding security and operational best practices, and delivering strategic roadmaps for enhanced client success. Results-driven subject matter expert (SME), team player, and effective communicator committed to driving positive outcomes for clients. Extensive experience in Software as a Service ( SaaS ) Security environment. KEY EXPERTISE

Customer Relationship Management Service Delivery Escalation Management

Customer Retention Customer Success Strategic Planning

Post Sales Relationship Building Information / Data Security Client Service Optimization

Resource Management Best Practices and Methodologies Project Management PROFESSIONAL EXPERIENCE

Sr. Customer Success & Service Delivery Manager, CommVault Feb 2022 – November 2023 Serve as key Point of Contact (POC) and elevated customer satisfaction levels by collaborating with customer accounts, understanding their unique business objectives, and aligning service delivery to meet and exceed expectations. Managed success of Customer Backup & Recovery environments.

Developed trusted relationships with global customers, key clients, partners, colleagues, and cross functional teams.

Manage the full lifecycle and all aspects of customer health including onboarding, value realization, and renewal, while spearheading further adoption of CommVault products and services.

Gained deep understanding of product offerings and acted as Subject Matter Expert (SME) and trusted advisor for customers.

Acted as customer advocate and worked cross functionally with all internal teams to drive customer issue resolution, project flow, upgrades, initiatives, and address escalations.

Achieved 95%+ successful renewal rate for customers year over year. Managed multi-million-dollar book of business and ARR.

Develop and steer success plans and roadmaps to meet customer needs. Ensured alignment with customer goals, initiatives, and projects.

Identified and drove upsell/expansion opportunities to expand customer footprint and adoption of Commvault products and services.

Developed standardized processes, procedures, and initiatives that optimized customer success and satisfaction across a diverse customer base, resulting in improved service offerings, cost savings, and improved return on investment.

Communicated product roadmap updates, feature releases, and solution improvements keeping customers informed of enhancements and optimizing their experience by driving areas of improvement.

Presented accurate and data-driven reporting on service metrics, KPIs, and risk exposure, enabling customers to make informed decisions in order to achieve their objectives through regular QBR’s.

Established best practices for security excellence, aligning with compliance requirements, and creating a comprehensive "roadmap" to improve security posture. KEVIN SMITH

Meredith, NH ad3hh0@r.postjobfree.com 603-***-**** LinkedIn Page 2

Senior Risk Management and Governance Specialist, NCC Group Aug 2021 - Feb 2022 Served as Point of contact and subject matter expert (SME), responsible for Cyber Risk Assessments, Security Reviews, and Support for a variety of regulatory framework assessments and advisory services, including Risk Management Advisory, Cloud Security Assessment, Cyber Security Assessment and Benchmarking (NIST CSF, ISO 27001, CIS 20 CSC), with a specialized focus on ISO 27001.

Formulated and executed strategies to build successful systems by closely collaborating with clients to assess their risk mitigation, governance, and compliance requirements.

Identified and managed risk events that emerged throughout the project's life cycle, employing strategies to both anticipate and effectively mitigate or control these risks.

Streamlined and improved project decision-making processes by communicating project objectives, timelines, deliverables, risks, issues, and budget information to Senior Leadership, offering insight into project dynamics and supporting projects at every stage.

Supported the sales team by creating customized project artifacts for utilization during pre-sales activities, collaborating closely with sales representatives and project managers to tailor presentations, proposals, and documents for prospective clients.

Sr Customer Success Manager/ Technical Account Manager, RSA Security Mar 2018 - Aug 2021 Created and nurtured relationships with clients, developing a detailed understanding of their business and technical needs and providing solutions to meet their needs, ultimately enhancing client satisfaction. Act as main POC for key customers of the Fraud and Risk Intelligence program.

Partnered with key customers, internal teams, and leadership to drive innovation by defining and prioritizing roadmap enhancements, resulting in the launch of new features, including predictive analytics, to prevent fraud.

Ensured customer success and satisfaction by communicating roadmap updates and solution improvements, keeping customers informed of enhancements and optimizing their experience.

Interacted with cross-functional departments to ensure project flow, resolve issues and address escalations.

Delivered comprehensive data about product performance, availability, and detection rate to customers, helping optimize performance.

Stimulated customer relationships and developed a stronger partnership with customers by aligning their business objectives with internal resources.

Account Manager/ Identity and Access Specialist, RSA Security Aug 2016 - Mar 2018 Built and managed relationships for 200+ customer accounts, conducted security assessments, and provided tailored identity and access management ( IAM ) solutions, resulting in revenue growth, while staying current with industry trends and achieving sales targets.

Generated $1.3 million in revenue and gained 12 new customers for the Central Midwest region (MO, WV, KY).

Assisted organizations across diverse verticals in complying with multiple cybersecurity regulations, including HIPAA, PCI, SOX, NERC CIP, FIPS-140, NIST-DFARS, FFIEC, GDPR, and FERPA, improving cybersecurity capabilities and data security.

EDUCATION

Master of Science in IT Information Security, Southern New Hampshire University Manchester, NH Bachelor of Science / Business Management, Plymouth State University Plymouth, NH Minor in Economics, Plymouth State University Plymouth, NH

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