Customer Success Business Development

HUGH J. GALLAGHER

Richmond, VA Area **************@*****.*** 804-***-**** https://www.linkedin.com/in/hughjgallagerva/

CLIENT SUCCESS & BUSINESS DEVELOPMENT EXECUTIVE

MAXIMIZING CUSTOMER VALUE THROUGH STRATEGIC SOLUTIONS & TECHNOLOGY ADOPTION

Dynamic leader with 15+ years of experience driving enterprise customer success, business development, and technology adoption across public and private sectors. I possess a customer service mindset, outstanding communication skills, conflict-resolution skills, a creative problem-solving ability and a high level of empathy. Foster a culture of collaboration and accountability within a team and establish KPIs and document and address performance concerns.

Expertise in building C-level relationships, managing customer success programs, and leading cross-functional teams to deliver measurable outcomes. Skilled in leveraging CRM and BI tools, including Salesforce and Gainsight, to optimize customer experience and revenue growth. Proven track record of exceeding targets through consultative selling, deal negotiation, and strategic upselling/cross-selling in SaaS/IaaS/PaaS environments.

KEY EXPERTISE

Consultative Technical Sales (GTM)

IT & Managed Services

Deal Making / Capture Management

Sales & Business Dev – ARR Growth

SaaS/IaaS/PaaS

Leading Cross-Functional Teams

Customer Success Mgmt – EBRs & QBRs

Mobility & IoT Solutions

NIST & ISO Cybersecurity Framework

NPS, CSAT, Usage Rate, Customer Retention

Hybrid Cloud Services

Client On-boarding/Training

Identify & Upsell/Cross-sell New Business

Post-Sales Support/Customer Success Plans

AI, ML, Big Data, AMC

ERP, HCM, CRM, BPA, SCM

Net-new Logo Capture & Renewals (Retention)

Response Management (Proposals, Orals, BAFO)

Storytelling – Create Differentiation

Account Mgmt & Expansion

Early Stage Tech Companies

PROFESSIONAL EXPERIENCE

Senior Account Executive Rimini Street 2023 – 2024

Leading provider of enterprise software support and services for Oracle, VMware, SAP, and AWS

Drove renewals and expansions for enterprise clients, managing 20+ relationships with key stakeholders to deliver seamless software support and AMS solutions.

Built and advanced a pipeline of 50+ opportunities, collaborating with internal teams to close deals and ensure client success.

Achieved consistent customer satisfaction and long-term partnerships by aligning solutions with client business goals and KPIs.

Key Achievements:

Increased sales growth through targeted upselling and cross-selling strategies, boosting overall renewals by 20%.

Spearheaded communication enhancements, reducing renewal cycle times by 15%.

Client Success/Solution & Business Development Executive Kyndryl, Inc. (FKA IBM GTS) 2019 – 2023

Global leader in managed IT infrastructure services, post-IBM separation

Led multi-million-dollar renewals and expansion contracts, engaging CxO-level stakeholders to negotiate and close complex IT services deals.

Directed teams of 10+ across functions to develop customer-centric solutions, increasing client retention and driving new business.

Implemented proactive client engagement strategies, enhancing customer experience and loyalty for high-value accounts.

Key Achievements:

Closed $10M+ in renewal and expansion deals, securing long-term partnerships with key clients in public sector IT modernization.

Improved customer engagement and satisfaction, achieving a 98% retention rate for major accounts.

Worked closely with product, sales, and support teams to address customer issues, reducing escalation rates by 70% and enhancing service delivery.

Created detailed customer success plans for 15 key accounts, aligning with their business goals and achieving their strategic KPI targets to successfully support their customers.

Increased product adoption rate by 30% by identifying key features that aligned with customer critical needs, leading to deeper engagement, higher retention, and satisfaction.

Business Development & Sales / Customer Success Director Smartmatic USA 2012 – 2019

SaaS technology provider for government solutions globally

Developed and closed $282M contract win for Los Angeles County's election modernization initiative, the largest of its kind in the US.

Set goals and developed plans for business and revenue growth within USA – identified and developed new business opportunities.

Developed go-to-market strategies for new product launches, driving adoption and expanding revenue streams.

Key Achievements:

Led the capturing of net-new business (upsell to existing customers), contributing to a 15% increase in annual company revenue.

Achieved a customer retention rate of 95%, significantly reducing churn over 12 month timeframe.

Developed customer training programs that improved product utilization skills and resulted in 70% decrease in support tickets.

Revitalized customer success framework, improving NPS scores by 18% and increasing retention by 10% year-over-year.

Managing Director USA (Startup) Scytl USA 2007 – 2011

Provider of secure SaaS solutions for government and private sectors

Led development of entry strategy into US market by establishing infrastructure, legal, and brand presence.

Responsible for the successful leadership and management of company's business in the USA

Established US market entry with federal agencies, including the US Department of Defense.

Key Achievements:

Grew customer base by 98%, driving product adoption and long-term customer engagement.

Implemented marketing strategies that increased inquiry volume by 70% and reduced dispute resolution times by 20%.

Increased company exposure position 100% in niche industry by planning and introducing a new and unique technology category.

Secured $30M in US government contracts, including with the National Institute of Standards and Technology (NIST & ISO Cybersecurity Framework) and the US Department of Defense.

MILITARY SERVICE

Engineering Officer Surface Combatant, United States Navy

EDUCATION

Master of General Administration (MIS Concentration), University of Maryland Global Campus Maryland

Bachelor of Science (Business Administration), Longwood University Virginia

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