Customer Success Project Management

Thomas Lehr

****

Senior Customer Success Manager Technology Professional

Deerfield Beach, FL 33441

adyvqt@r.postjobfree.com

https://www.linkedin.com/in/thomas-lehr-57281235

Profile

I’m an experienced Technical Customer Success Manager (CSM) with an intense focus on positive customer experiences & relations. I’m dedicated, passionate, and tenacious about developing long lasting partnerships both externally and internally. With a “customer first” mentality, I have a proven track record with assisting customers attain their goals through exceptional communication, empathy, honesty, integrity and accountability.

I’m also very successful in organically uncovering opportunities through a regular cadence of conversations and business reviews. It all starts with listening and demonstrating value on a continual basis.

Experience

Senior Customer Success Manager (CSM) Technical UDT Florida (REMOTE) 2019 to 2023

Management responsibilities: Manage customer experience, relations and retention. Demonstrate excellent verbal & written communications both internal & external. Conduct regular touchpoints & demonstrate continual value. Form long-lasting partnerships will all stakeholders. Become the customers’ trusted advisor. Attain intimate knowledge of the customers’ technology solutions & environment. Assist the customer with project management, budget planning, 3rd party vendor management, system management, maintenance, and security patching compliance. Advise and take the lead with internal & external engineering teams (HD/NOC/SOC/Cyber/SaaS/Cloud/3rd party) for support & projects with 25+ clients throughout the Southeast. Client verticals include aerospace, maritime, construction, education, financial/banking, health care, entertainment, hospitality, R&D, and government. Annual reoccurring revenue is $2.5+ million, year over year.

Enterprise Account Executive Acordis International Florida (REMOTE) 2018 – 2019

Responsible for a $2 Million dollar quota, solutions architecture and Pre-sales engineering. Certified in AWS, Barracuda, ProofPoint and NUTANIX solutions along with many others. Solutions selling over 200 manufactures and services. Coverage area is South Florida, SLED, private and public sectors.

Pre-Sales Systems Engineer – Storage & Data Protection Barracuda Networks Florida (REMOTE) 2015-2018

Responsible for Pre-Sales engineering, datacenter architecture, ECS & AWS cloud infrastructures and data protection solutions. Coverage area includes 15 states throughout the Southeast & Mid-Atlantic ($25M+ in quota per quarter). Data Protection solutions include point in time backup/restore, hybrid cloud backup solutions, AWS & Azure cloud replication & infrastructure failover, disaster recovery as a service (DRaaS), email archiving & machine learning email security, advanced threat protection sandbox solutions, and cloud-to-cloud backups for all Microsoft Office 365 cloud services.

Senior IT Director St. James insurance Group Orlando, FL 2009-2015

Managing director of complete technology infrastructure including, but not limited to; VMware virtual datacenters, implementation, managed services, help desk management, budget & purchasing, vendor & partner management, project management, and annual planning for all locations.

President & Owner Technology Support Services Heathrow, FL 2004-2009

Owner and operator of technical support and consulting agency for small to medium businesses. Specializing in servers, storage, virtualization and networking. Responsible for all aspects of technology, sales, and service in the Central FL area. Clients include Orlando Marriott/Lake Mary, Sobiks Subs, OkiWear Textiles, etc.

Skills

Customer Advocacy Customer Success Customer Account Management Customer Retention Communication Empathy Accountability Honesty Integrity Positive Attitude Energetic Complex Problem Solving Active Listening Adaptive Patience Time Management Attention to Detail Business Acumen Interpersonal Leadership Strategic Planning Partnership Development Vendor Management Project Management Budget Management IT Products

Achievements

Private Cloud: Designed, implemented and configured software defined datacenters through virtualization, servers and high IOP capable storage arrays. Removed multiple failing physical servers and refreshed with private, public and hybrid cloud virtual infrastructures. These organizations are now 100% virtualized, the carbon footprint has been reduced by over 60%, and operating costs have been drastically reduced year over year.

DRaaS (Disaster Recovery as a Service): Implemented and configured public cloud replication fail-over sites for virtual production environments through ECS providers at a significant reduction in cost versus a traditional hardware-based Co-Lo fail-over environment.

Hybrid Cloud (Public & Private Cloud): Designed, implemented and configured hybrid cloud computing environments for resource intensive data forecast modeling systems. These systems require multiple virtual server nodes for complex data computations. These new environments have reduced cost and run times significantly by moving from a physical on-prem environment to a virtual hybrid cloud environment which provides high availability and endless scalability.

SaaS (Software as a Service): Migrated on premise, Microsoft Exchange server environments to Microsoft Office 365 cloud hosted Exchange & applications. This greatly reduces costs through a more efficient Microsoft licensing model. Annual operational costs were reduced drastically. Cloud-based SaaS systems provide greater scalability and availability as well as additional layers of security.

SaaS (Software as a Service): Migrated internal document imaging systems to application specific cloud hosted environments utilizing elastic cloud technologies. This has reduced costs by removing primary liability of PCI & ISO security compliance standards, bi-annual software upgrades, OS licensing, and system maintenance while increasing availability & scalability. Annual costs have been reduced by over 60% year over year.

BaaS (Backup as a Service): Implemented and configured cloud integrated data protection systems for physical, virtual and cloud SaaS environments. Backup and restore tasks are managed through an always on cloud portal verses a traditional tape or disk-based backup solution making RPOs & RTOs possible.

SaaS (Software as a Service): Implemented and configured cloud-based Office 365 email security systems to help prevent SPAM, virus infection, typo-squatting, phishing attacks, and internal data leakage. These solutions offer an additional layer of security for Office 365 with a much greater level of granularity, encryption and business continuity.

BaaS (Backup as a Service): Implemented cloud to cloud, Office 365 compatible, email backup systems for additional retention and redundancy of all user email accounts. Microsoft Office 365 only allows a limited recovery window for accidentally deleted emails or user accounts. These solutions provide multiple layers of backups for all Office 365 email accounts, OneDrive, and SharePoint which are recoverable through an always on cloud portal.

References

Andy Ruggiano – Nutanix SE 954-***-**** Brad Pitt - Barracuda Networks SVP of Sales 410-***-**** Jared Hardware – UDT EAE 954-***-**** John Pappas - Orlando Marriott Lake Mary DoF 407-***-**** Rob Bitler – Cisco EAE 386-***-**** Thorsten Stoeterau - Barracuda Networks SE 305-***-**** Tony Matlick – Presidio SA 360-***-**** Zach Thompson - Cisco EAE 407-***-**** Please call for any additional references.

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