Sales Manager Customer Success

***********@*****.*** ***.JOHN ***.**** Alpharetta, O’BRIEN GA 30004 www.linkedin.com/in/obrienjob/ MANAGER OF SALES & CUSTOMER SUCCESS

Bridging the gap between service and sales to achieve customer value realization

§ Trusted advisor and consultant, leveraging deep

technical knowledge to unlock value for customers

while surpassing usage and satisfaction goals

§ Experience leading high-performing teams and

exceeding sales and retention goals at leading digital companies including Salesforce, Cisco, and IBM

§ Successful at analyzing and optimizing the existing processes within Customer Success. Develop long- term partnerships through deep understanding of customer challenges and future strategies

§ Diversity advocate, increasing diversity, equity, and inclusivity, serving on Inclusion and Diversity Steering Committee and Employee Resource Groups to amplify marginalized voices Career Highlights

SENIOR CUSTOMER SUCCESS DIRECTOR, 2021 to 2023

MuleSoft, a Salesforce Company Alpharetta, GA

$16M business with Western Union, Regions Bank, Blend Labs, Santander Bank, and Rocket Companies

§ Built world-class customer relationships with Fortune 500 accounts, driving revenue growth through ongoing renewals and expansion opportunities

§ Delivered differentiated value to $16M account portfolio of Financial Services clients

§ Optimized existing CS processes within the company to enhance all customer success initiatives

§ Ownership of outcomes including adoption, health score, retention revenue, renewal rate, expansion revenue, churn and advocacy

§ Exceeded CS targets for 2021 and 2022 within highly competitive markets P Sales: 229%, Renewals: 167%, Services: 199%

P Sales: 148%, Renewals: 100%, Services: 128%

CLIENT SUCCESS DIRECTOR, 2018 to 2021

Acoustic (formerly IBM Watson) Alpharetta, GA

$4.8M client portfolio including GM, Sherwin Williams, Parker Hannifin, Ascension Health, and Wyndham

§ Revitalized underperforming territory with high account attrition risks. Built and analyzed territory plans, developing custom strategies to transform relationships from transactional to value driven

§ Led SaaS renewals and sales of marketing solutions in the areas of web analytics, digital marketing optimization, behavioral analytics, and omni-channel marketing automation Areas of Expertise

P Scaling & Leading First Class CS Teams

P SaaS, PaaS & IaaS

P Culture of Continuous Improvement

P CS Optimization & Best Practices

P Provide Vision & Strategic Leadership

148%

100% 128%

229%

167%

199%

SALES RENEWALS SERVICES

Driving Success

2022 2021

JOHN O’BRIEN 678-***-**** Page 2

Career Highlights (continued)

§ Consistently maximized year-over-year sales, earning top corporate sales achievement award 2019: 107% 2020: 136% 2021: 110%

CUSTOMER SUCCESS, MANAGER, 2016 to 2017

Cisco Alpharetta, GA

$28M renewable account portfolio of 850 security accounts

§ Successfully integrated renewals business from Lancope, creating a seamless client experience during the Cisco acquisition and collaborating with key business leaders to align tactical approach

§ Established retention goals and process milestones for the clients and employees. Achieved 89% renewal rate against $28M revenue book of business. Saved $1.8M of revenue by recovering lost customers

§ Managed, trained and deployed global CS team of 8 reps focused on expanding territories through channel partner upselling; delivered $32M in revenue and achieved 118% of FY2017 target

§ Led a team of Managers, Client Success Managers and Client Success Associates that drove client delight and revenue retention and expansion through increased security sales SALES MANAGER, 2011 to 2016

IBM Atlanta, GA

SaaS and middleware solutions for global client base

§ Managed team of 15 reps, exceeded targets each year with an average yearly attainment of 128%

§ Provided leadership & guidance by coaching, motivating and leading teams to achieve their goals

§ Successfully rebuilt sales team by hiring new employees, on-boarding, implementing new marketing techniques, creating service level agreements, and updating sales strategies Early Career

IBM CHANNEL SALES LEADER

§ Managed the growth and development of IBM

business partners in the enterprise and mid-

market segments

IBM TERRITORY SALES MANAGER

§ Managed inside sales team responsible for

selling software for storage, security, and

systems management solutions

IBM SOFTWARE ACCOUNT MANAGER

§ Executed territory sales strategy for Fortune

500 accounts

Education

BACHELOR OF ARTS, URBAN & REGIONAL PLANNING WITH AN ECONOMICS MINOR SUNY Geneseo Geneseo, NY

115%

108%

112%

87%

159%

201*-****-**** 2007 2006

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