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Customer Success Executive

Location:
Kirkland, WA
Posted:
December 30, 2020

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Resume:

David Watkins

Kirkland, WA § 425-***-****

adi1z6@r.postjobfree.com § linkedin.com/in/davidwat1/

Director / Leader

Repeated success bridging the business/technical divide

Dynamic, highly strategic executive with expertise in Program Development, Delivery, Customer Success, Program Management, and Continuous Service improvement. Over 25 years of experience in progressive roles with proven ability to establish and develop high-performance teams. Personable and engaging with the communication skills needed to build consensus on key initiatives.

Highlights of Expertise

Service Delivery Management

Customer Success Management

Root Cause Analysis

Risk Management

Strategic Planning

Client Onboarding

Program Management

Product Development

Coaching & Mentoring

Professional Experience

KYMETA CORPORATION

DIRECTOR OF CUSTOMER SUCCESS MANAGEMENT & GLOBAL CONNECTIVITY SERVICES (8/2017 – 11/2019)

Served as Chief of Staff to CCO, and GM. Orchestrated business and technical teams in development and support of strategic services model for KALO Global Connectivity Services Program. Partnered with customer leads to assess needs and develop custom connectivity solutions. Leveraged business financial analysis to optimize costs and drive bottom-line impact. Recognized Subject Matter Expert in coverage models, capacity planning, and overall service capacity. Developed C-level relationships to resolve escalations and present recommendations.

Influenced strategic partner relationships with top two global satellite operators, Intelsat and SES, through presentation of recurring business reviews encompassing Customer Satisfaction metrics, top customer requests, and business opportunity analysis.

Developed Quote-to-Cash framework process tied to Salesforce, JIRA, and Kymeta SaaS product KSN.

Reduced average RMA turnaround by two weeks through leadership of cross-functional RMA tiger team - streamlined end-to-end (E2E) process across Sales, Operations, Engineering, and NOC.

Defined global KPIs and SLAs for business requirements of KALO launch.

Launched and led NPS organizational initiative leveraging CSAT surveys to benchmark and monitor customer satisfaction levels.

ATOS CORPORATION

SR. DIRECTOR, OPERATIONS & MANAGED SERVICE DELIVERY (8/2015 – 8/2017)

Developed strategic plans and executed Managed Service Delivery across 200-employee Microsoft IT Managed Data Center engagement, 25-employee Global Operations Center, and 10-employee IAM support contract. Cultivated lasting client relationships through individual mentoring and training on key systems. Provided executive oversight for Quarterly client Business Reviews, specializing in CSAT, KPIs, SLAs, and CSI initiatives.

Turned around struggling MS IT Identity and Access Management (IAM) operations Tier 2 and Tier 3 support contract - achieved three-year contract extension.

Collaborated with MS leadership to define and deliver Azure migration strategy from on-premise to Cloud-based operations support.

Delivered complete overhaul of Customer Support Operations, internal KPIs, and business review structure for MS IT Managed Labs.

COMPUCOM CORPORATION

SR. DIRECTOR, MANAGED SERVICE DELIVERY (8/2013 – 8/2015)

Led Managed Services Delivery Organization - 4 Service Delivery Managers, 6 Program Managers, and 6 Account Managers overseeing 300+ resources and $25M in revenue. Aligned Managed Service Business around best practices to grow revenues among Fortune 500 companies, including Microsoft. Steered all SOW activities, contract change orders, and Continuous Improvement plans.

Attained $2M additional revenue via new account acquisition and additional unplanned revenue for Project Management initiatives.

Created RFP content and delivered on-site customer presentations to secure new customer engagements.

Led Monthly and Quarterly Executive Business Reviews to evaluate progress against SLAs, KPIs, and CI initiatives.

DEV9 CONSULTING

MANAGEMENT CONSULTANT, PROJECT MANAGEMENT IT GOVERNANCE (12/2012 - 8/2013)

Management Consultant enlisted to provide support to VP of Enterprise IT.

Defined and Established primary protocols around proposed Governance Model for major transportation and shipping company.

Worked directly with key stakeholders in discovery sessions, creation of strategy, defining tools requirements, and scope the overall project.

Created detailed documentation and presentations to ensure the key stakeholders were well versed in the new system.

Developed and Delivered onboarding training and support to ensure a smooth transition and full adoption to the new processes.

VOLT SERVICES – WALT DISNEY COMPANY

MANAGEMENT CONSULTANT, TECHNICAL PROJECT MANAGER – WEB SERVICES (7/2012 - 11/2012)

Technical Project Management providing project team guidance and production direction for the Web Services component of a highly successful Disney kid’s online franchise.

Agile Project Management including executive reviews, Jira task maintenance, sprint planning, sprint review, sprint retrospectives and daily scrum meetings for a multi-region software development team.

Production oversight for the web services components built utilizing JavaScript, PHP, Ubuntu OS 10, Apache, Tomcat and MySQL. Requests sent to REST services, via HTTP GET, POST, PUT, DELETE calls with JSON bodies.

Worked with Build / Deploy teams on services deployment and integration with Anthill, Maven, Jenkins and SONAR. Worked with Test team and technical operations teams to provision and configure VM’s, create automation frameworks, and implement JUNIT and JMETER load and performance testing benchmarks for core web services.

MICROSOFT CORPORATION (1992-2012)

XBOX CERTIFICATION GAME QUALITY PRINCIPAL GROUP PROGRAM MANAGER (12/2004 – 12/2011)

Program Director role. Designed repeatable processes to enable global scaling for Xbox 360, Kinect, and Windows Phone 7 Certification Testing Program. Coached, mentored, and inspired team of 10 Program Managers, 5 SDET’s and 1 Operations Manager. Managed over 1,000 certification submissions per year.

Launched Global Operations centers of excellence in US, UK, and Japan encompassing certification testing, escalation support, reporting, training, billing, and infrastructure operations support.

Reduced OPEX budget by 10% through introduction of Premium Certification model.

Created publisher tiering system tied to hours spent testing submissions.

Managed annual budget of ~$15M, including budget modeling, forecasting, tracking, and invoice validation and creation and approval of SOW’s & PO’s.

Established sustainable, repeatable process for evaluating Vendor Operational Metrics and KPI tracking system and fiscal year budget modeling and tracking.

XBOX EXECUTIVE ACCOUNT MANAGER (04/02 - 12/04)

Business Management role responsible for Xbox Business Development and Global Publisher Account Support for the Xbox Gaming Console. Executive Account Manager for Electronic Arts - #1 Publisher on Xbox console

Managed team of 10 associate Account Managers supporting over 25 additional Publishing companies.

Partnered with Electronic Arts and Xbox Marketing teams on $10M NASCAR Mobile Gaming Experience.

Conducted multiple roadshow evangelism events with Xbox Senior execs.

Coordinated and negotiated several multi-million-dollar deals for content acquisition.

Oversaw over 200 titles released through certification. Used as primary escalation path on all certification related issues regardless of account.

PRINCIPAL PROGRAM MANAGEMENT LEAD MICROSOFT GAMES DIVISION (04/2000 - 04/2002)

Group Program Management role with oversight for vision, strategy and production of all titles developed for Microsoft Sports and Racing Games group.

Directed Program Management and Project Management and release of over 25 Microsoft games titles produced for the PC utilizing Waterfall Program Management with active Bug Triaging.

Directly Managed team of 5 Program Managers and 2 Game Designers

Producer on first Microsoft PC game to require a 3D accelerator card, Microsoft Baseball 3D.

TEST MANAGER MICROSOFT GAMES DIVISION (04/1997 - 04/2000)

Group Test Management role with oversight for testing and QA vision, strategy and overall quality of all titles developed for Microsoft Sports and Racing Games group and Microsoft Family Entertainment, Action and Racing group.

Built, Managed and promoted testing organization that consisted of 5 test leads, over 25 full time testers, and between 20–30 contract testers.

Creation and delivery of test team vision, group goals, and directed and reviewed all test planning and tools development.

Introduced and Implemented source level debugging which resulted in efficiencies of bug reporting and a 25% reduction in test resources.

Worked with division leads to define and incorporate the group strategy across the entire product unit.

Previous Positions Held (details available upon request), MICROSOFT CORPORATION (1991 – 1997)

Test Lead - Featured speaker at FoxPro Software Developers Conference in San Diego. Delivered talk on using object modeling for Rapid Application development and demonstrated the visual object model and object-oriented programming support.

Team Lead Product Support Services - Managed Support Engineering and Developer Application Support for Microsoft FoxPro Visual C Library Construction Kit

Education

BBA, INFORMATION SYSTEMS AND OPERATIONS MANAGEMENT, UNIVERSITY OF TOLEDO, Toledo, OH

Professional Development / Training

Customer Service and Support Excellence

Agile and Waterfall Program Management

Satellite Communications (Coursera)

Emotional Intelligence

Situational leadership

Certifications

Six Sigma Yellow Belt

ITIL v3 ITSM – Formal Training

Azure Foundations – AZ-900

Awards

CompuCom Executive Leadership Academy - one of 20 selected for specialized executive leadership training program that requires executive C-level nomination and commitment of mentor support.

Gold Star Performance Award - Drove YoY cost reduction of 10% and achieved YoY management and leadership ratings of 90%.

Gold Star Performance Award - Salvaged $MM customer-facing production error through definition and execution of contingency strategy.



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