Business Development Customer Success

CHRIS CARLSON

512-***-**** Austin, TX ***************@*****.***

http://www.linkedin.com/in/chriscarlson013/

SKILLS

LEADERSHIP: Executive Management (global matrixed organizations) STRATEGY DEVELOPMENT: Prioritization

CUSTOMER SUCCESS: Stakeholder Mgmt (Trust & Respect) SALES: Account Management

BUSINESS DEVELOPMENT: 2-3X Market Growth Rates

PROGRAM MANAGEMENT (PMO): Roadmap Execution/ Results PRODUCT MANAGEMENT: Competitive Differentiation

GLOBAL & INTERNATIONAL MANAGEMENT: WW Diversities

PROCESS & OPERATIONAL EXCELLENCE: Simplification/ Scaling COMMUNICATIONS: Written & Oral (Strong & Confident Presenter) ESCALATION MANAGEMENT: Crisis Management & Soft Skills EDUCATION

University of Scranton; Scranton, PA

MBA – Finance; Business Management

(3.6 / 4.0)

Rochester Institute of Technology

(RIT); Rochester, New York

BS – International Business Management

(3.2/ 4.0)

HONORS/ AWARDS

DELL - Gold Star Award (6 times)

• Excellence in Customer Service

DELL - ‘Fire Fighters’ Award (3 times)

DELL - Six Sigma Business Process

Improvement WW Competition; 2nd place

DELL - ODM Transition MVP (3rd party mfg.)

DELL & CRH - Top 10% Manager

CRH - Commercial Excellence Award

CRH & DELL - President Recognitions

• Michael Dell (Dell President); Kevin Rollins (Dell Chief Operating Officer)

• Nathan Creech (CRH President)

• Scott Parson (CRH Materials President)

COURSEWORK

Univ. of Texas - Executive Management

Business Relationship Manager Professional

Project Management Institute (PMI)

Pragmatic Product Marketing

Six Sigma Process Improvement

ITIL 4.0 (Information Technology

Infrastructure Library)

Quality Excellence (QUEST)

EXPERIENCE

CRH AMERICAS (2015 – 2024)

• North Americas #1 Building and Materials Co. ($34.9B Revenues) EXECUTIVE DELIVERY MANAGER (Financial Applications)

Re-designed & launched the new IT organizational structures – moving from Project to Product frameworks providing deeper domain expertise & improved fulfillment execution & efficiencies. Within year 1, executed to 93% deliver to commitment SLA’s (vs historical 70%’s).

Transformed PMO processes (via PROSCI change management) in deploying ServiceNow’s Strategic Portfolio Management application providing significant operational & project prioritization improvements

(achieved 1 day approval cycles vs historical 3 days).

Personally led and managed the Delivery Managers Center of Excellence

(COE); documented processes accelerating consistency, predictability, and repeatability. Prioritized and closed functional performance gaps.

Received significant accolades for transition management leadership. ENTERPRISE PRODUCT MANAGEMENT

Co-Led the development and execution of the safety, construction, and commercial line of businesses long term strategic plans supporting 8-12% year-over year revenue growth rates & record profits.

Led 2 transformational commercial initiatives vastly improving customer experiences and ease of doing business (i.e., Customer Portal and Customer Communications Frameworks - utilizing 4 tiers).

Appointed as the National Performance lead (single point of contact) for all national performance business lines. Initiatives prioritization co-arbiter. CHRIS CARLSON - EXPERIENCE (continued…)

CRH AMERICAS (continued...)

BUSINESS RELATIONSHIP MANAGEMENT (BRM / ACCOUNT MANAGER)

Inaugural member of the BRM organization; hand selected by the CRH president Nathan Creech to be his BRM (top performer).

Successfully captured business requirements manifesting into prioritized IT roadmap commitments allowing for tremendous profitable growth by 29 disparate Operating Co’s within the South & Central regions (e.g., standards, automations, innovations).

Selected to be the BRM leader for ratifying 3-year functional domain roadmap priorities & initiatives (launched BRM 2.0). DELL TECHNOLOGIES (1995 – 2014)

• Global Leader in Hardware, Software, Services, and Solutions ($56.9B revenues) DIRECTOR OF PRODUCT AND PROGRAM MANAGEMENT – GLOBAL SERVICES

Launched innovative new product offerings based on customer & sales feedback, focus groups, coupled with internet and market data analytics, resulting in $100M+ additional annual revenues at top margins (e.g., ImageDirect, ImageWatch).

Improved and reduced customer engagement cycle times by 50%+, from 9 days to 4 days, by vastly simplifying the product portfolio offerings, reducing customer intake requirements via building online-customer-centric automated intake processes (B2C). Additionally, reduced go to market/ customer availability by 50% via implementing remote based customer testing & validation.

Focused and revitalized direct reports, including cross functional teams on key customer satisfaction metrics & KPIs. Achieved all-time high customer satisfaction levels at 93% and customer repurchase levels at 98% (historical metrics in low 80’s). DIRECTOR OF PROGRAM MANAGEMENT (PMO) – GLOBAL SERVICES

PMO team performance & collaboration delivered best-in-class 95+% on-time launch to commitment project delivery for 12 roadmap initiatives, including 5 ‘up & above’ initiatives allowing the organization to achieve 110% of financial plan goals.

Led successful strategic simplification initiatives targeted at reducing the SKU library/ knowledge requirements for both sales and customer’s regarding product pricing & availability; executed via deep data analysis leading to the end-of-life of 1000’s of SKU’s.

Acknowledged and recognized for 100% audit pass success rate on PMO governance compliance reviews (only team to do so)

Simultaneous with managing the team, personally led and program managed Dell’s transformation to Other Direct Manufacturing

(ODM) international fulfillment processes (250% improvement on customer lead-times) and delivered the associated shut-down of U.S. manufacturing and services processes (received Most Valuable Player Award recognition). INTERNATIONAL BUSINESS DEVELOPMENT MANAGER – EMEA, APJ, LAM

Delivered 268% of revenue quota, adding $287.1M in new revenues – enabled by building intense customer partnerships, product knowledge, filling-in WW gaps, delivering to initiative(s) commitments, and increasing customer satisfaction by 215%.

Driven by excellence in Chris Carlson’s global brand name recognition & associated performance – highly pursued as the international business development manager of choice from account executives & Vice Presidents for Dell’s premier and highest profile $MM global accounts (e.g., Exxon, Schlumberger, Ford, SC Johnson). ADDITIONAL DELL TECHNOLOGIES ROLES and RESPONSIBILITIES

• SENIOR GLOBAL ACCOUNTS OPERATIONS MANAGER – Industrial (68 accounts, each with $20M+ annual spend)

• SENIOR GLOBAL SERVICES PROGRAM MANAGER – Leader for Dell’s World-Wide Service Council

• SENIOR MANAGER OF GLOBAL PRODUCT MARKETING – OptiPlex Desktops & Precision Workstations

• MANAGER OF GLOBAL BUSINESS PLANNING – Dell’s Desktop & Workstation Aggregate Product Planning (APP)

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