Customer Success Service Delivery

Larry Herring

Pomona, CA 909-***-**** *********@*****.*** www.linkedin.com/in/lawrenceherring

Global Management Consultant

Enterprise & SMB Technology • Cloud & SaaS Solutions • Managed Services • Professional Services

Accomplished Global IT Leader with extensive experience in Professional Services, Program Management, Service Delivery, Customer Success Management, & stakeholder engagement. Demonstrated success in driving business transformation and strategic product management through leadership, strategic planning, & the development of tailored technology solutions. Known for expertise in cross-industry consultancy roles, with a proven track record in team and client management. Committed to delivering consultative services that align product strategy with enterprise-wide needs & dynamic priorities

Areas of Expertise

IT Leadership: 10+ years of expertise leading teams in revenue growth with the FINOPS and the delivery of complex technology projects, services, and programs at the Healthcare, Energy, Fortune 500, SLED & SMB levels. Through strong leadership skills, I have successfully created product delivery roadmaps and monitored key metrics, resulting in a 30% improvement in team productivity and project completion times.

Customer Success & Advocacy: Career-long history of representing the "voice of the customer" in all engagements through exceptional communication skills going above expectations throughout all projects as an escalation point for customer support; efforts have resulted in superior retention rates by building long-term partnerships as well as successful revitalization of struggling accounts mitigating risks for potential multi-million-dollar revenue losses (over $50mm)

Cutting-edge technology Expertise with a continuous learning mindset: Able to enhance sales success & build exceptional credibility with client technical leaders (CIO/CTO/Vice President) by maintaining state-of-the-art knowledge around emerging technologies IE. process automation, GAI, Digital Transformation

Team Management & Leadership Development: Led diverse, multicultural teams located across multiple international sites—providing the operational readiness and leadership skills needed to maximize employee performance, engagement, and morale through team mentorship, management of performance issues, and retention

Employment History & Highlights

ZONES [www.zones.com] Los Angeles, CA

Director, Advanced Technology Solutions October 2022 – February 2024

Recruited to lead the company's Advanced Technology Solutions Architect Team, I drove service excellence and revenue growth through strategic pre-sales and customer success initiatives. By leveraging management consulting and professional services, I led teams in developing & delivering comprehensive end-to-end solution support, including monitoring key metrics such as SLA adherence and managed services, for a global clientele and partners.

Key Projects & Contributions:

• Managed TCV (Total Contract Value) of $500M+ by implementing rigorous business cases, strategic planning, and negotiations to meet 100% customer requirements. While attaining key metrics in terms of project margin & utilization rates/pricing as well as using use cases

• Trained and developed a 33-member team, resulting in a 20% improvement in performance across Managing Consultants, Professional Services, and pre-sales/post-sales activities. Acting as an escalation point for intricate planning/customer relationship management including stakeholder engagement

• Increased sales/service delivery by 28% ($2.8MM) MoM by implementing innovative sales strategies and collaborating with sales teams on RFP responses, requiring cross-functional input such as stakeholder interviews

• Maintained executive-level client relationships, resulting in a 23% increase in client retention and satisfaction through effective customer relationship management. Monitored ongoing project implementation, applying agile methodologies with expertise in risk analysis, root cause analysis, and creative problem-solving to address unanticipated issues keeping engagements on target for on-time delivery

• Improved employee engagement, retention, and morale by 25% by implementing best practices in team management, including coaching and mentorship, for all technical employees—including customer-facing Managing Consultants, Project Managers, Sales Engineers, Field Engineers, System Engineers & Program Managers

• Attained a 94% Net Promoter Score (NPS) rating from accounts by effectively serving as the "voice of the customer" to internal teams throughout project planning and delivery, ensuring world-class customer service.

• Leveraged emerging GAI tools/processes to reduce the cost of customer engagement, IT Services, and contract management by 30%, while maintaining high-quality service delivery, showcasing expertise in process improvement

HP [www.hp.com] Los Angeles, CA

Global Customer Success Manager September 2018 – October 2022

Led the successful turnaround of a 33-member team of consulting engineers, customer success managers, and professional services by establishing new processes and strategic planning. This included comprehensive market analysis, product adoption strategies, and refined business strategies. By revising task allocations and optimizing customer onboarding, I significantly enhanced upselling opportunities with international clients, driving substantial growth and operational efficiency.

Key Projects & Contributions:

• Improved team performance by 75%: through the implementation of GAI tools, enhancing technical competence in proposal creation and customer support. Additionally, I coached and mentored employees in "white glove" customer service principles and best practices in pre-sales, program/project management, client success, professional services, and client retention.

• Customer Satisfaction: Increased customer satisfaction (CSAT) by 38% and Net Promoter Score (NPS) by 50% by fostering a team culture focused on client engagement and cross-functional collaboration. This ensured accurate requirements analysis and delivery of services such as managed services (MSP) and infrastructure as a service (IaaS) with major platforms like AWS, Azure, GCP, VMware, HPE, Dell/EMC, Cisco UCS, and cloud storage solutions.

• Managed budgets of $5MM and optimized spending by 15% through efficient headcount management, service delivery improvements, supply chain management, and vendor utilization. Consistently found ways to drive down costs and improve margins through resource allocation

• Revenue Growth: Negotiated and managed engagements up to $50M TCV with over 41% margin, focusing on client satisfaction and utilizing relationship management tools. Led high-performing teams of TAMs and sales engineers in completing groundbreaking projects involving emerging technologies such as AI/ML, virtualization, and networking (ACI & SDWAN) supported by documented risk analysis strategies and analytic tools.

• Leadership and Advocacy Successfully drove DEI and sustainability initiatives as Global DEI Ambassador and Sustainability Lead for the Americas, enhancing the company’s cultural and environmental impact. Demonstrating the importance of diversity and inclusion initiatives. Successfully drove program success through customer advocacy.

WORLD WIDE TECHNOLOGY [www.wwt.com] Los Angeles, CA

Regional Engineering Manager, Professional Services June 2015 – August 2018

Recruited by a global technology provider to lead a 42-member team of sales engineers, professional services, and engineering staff, I directed the development and execution of infrastructure projects including Software as a Service (SaaS), Managed Services (MSP), and digital transformation initiatives. Through strategic leadership and management abilities, I ensured seamless project delivery with best practices in discovery, and development, driving innovation and growth within the organization.

Key Projects & Contributions:

•Profitability and Innovation: Increased net profit margin by 70% ($4.2mm YoY) by implementing innovative sales enablement tools, strategic financing options, and creative negotiation techniques for data center infrastructure solutions.

•Customer Satisfaction and Advocacy: Improved customer satisfaction (CSAT) by 30% and Net Promoter Score (NPS) by 40% by ensuring strict compliance with SLA obligations through rigorous quality assurance and effective customer advocacy.

•Team Performance and Retention: Boosted team ROI by 50% and improved account retention by 20% through cross-functional collaboration with executive management, business managers, account managers, project managers, and customers, utilizing data-driven decision-making and analytics for continuous process improvement.

Additional Experience

Professional Services & Delivery Manager Advanced Technologies, CDW 2014 – 2015

Professional Services Manager NIC Partners, Inc. 2013 – 2014

Senior Program Manager Presidio (VAR purchase of INX) 2010 – 2013

Education, Training & Certifications

Masters Certificate in Business Management Certified Customer Success Manager (CCSM) Certified Scrum Master (CSM) Lean Six Sigma Green Belt ITIL V4 Foundation Certified RPA Certified VMware-Certified VTSP Scality Certified Architect NetApp-Accredited Sales Professional Cisco-Certified CSE EMC Proven Professional Oracle OCI Google Cloud GCP AWS Solutions Architect (Associate) ServiceNow Certification Azure SaaS Extensive Training in Generative AI (GAI) concepts/tools—including Copilot for Microsoft 365 FINOPS Certification

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