Project Manager Customer Success

Kenneth Andrew Turner

678-***-**** ********@*****.*** https://www.linkedin.com/in/kenneth-turner-921101228 CUSTOMER SUCCESS LEADER

Personnel Management Executive Leadership Client Services Customer Service and Project Manager with significant experience in information technology and network security specializing in leadership, corporate client services and global customer services. Proven success driving client satisfaction and retention through strategic account management and proactive support initiatives. Skilled in building strong relationships with key stakeholders to understand their business needs and align solutions accordingly. Adept at collaborating cross-functional teams to deliver timely and effective solutions to complex customer challenges. SKILLS

Sales and Marketing Strategy Program Management Project Management Call Center Management Change Management Life-Cycle Service Delivery Client Management Training & Education Process Improvement Quality Assurance Six Sigma Principles® Technical & Business Development Partner/Alliance Strategy Vendor Relations Communications IT Organizational Management Telecommunications

TECHNICAL SKILLS

Microsoft® - Visio Excel PowerPoint MS Project PROFESSIONAL EXPERIENCE

Dell Secure Works, Atlanta, GA October 2015 - March 2024 Account Executive II Customer Success Management, January 2022 - March 2024 Built and nurtured long-term relationships with customers to solidify commitment and partnership to their success, ensuring customers derive maximum value from their investments in Secureworks by driving customer adoption, usage, and satisfaction to help achieve contract renewals, process contract renewals, product expansion, and new growth.

• Cultivated a comprehensive grasp of each client’s critical success factors, spearheading tailored strategies that amplify both immediate and strategic objectives rooted in distinct scenarios.

• Championed ongoing educational initiatives on Secureworks’ suite, keeping clients abreast of the latest developments, from innovative product launches to incremental feature upgrades.

• Initiated and sustained a regular cadence of Security Protection Reviews to not only bolster client engagement but to ensure robust product utilization, deliver actionable insights, and maintain strategic alignment with business aspirations.

• Vigilantly tracked and assessed client progression against key performance indicators to catalyze achievement of security outcomes.

• Devised and executed bespoke action plans in partnership with clients, guaranteeing both significant business impact and a transformation in team dynamics, particularly when critical targets were at risk.

• Forged strong alliances with multidisciplinary teams to distill client feedback into potent solutions, directly influencing product enhancements and driving solution-centric dialogue. Client Support Escalations, February 2021 - January 2022

• Proactively managed and resolved client escalations and grievances, delivering exceptional support and conducting thorough 7-Point security inspections to ensure client confidence and uphold stringent security standards.

• Worked cases in Salesforce and coordinated with SOC to resolve client issues. Security Services Team Analyst Customer Services, SST (Security Services Team) CSF Team, August 2018 - February 2021

• Expertly navigated Portal technicalities, provided targeted training, and efficiently resolved authentication issues, while also orchestrating the setup of user accounts on IDS/IPS and firewalls.

• Directed cyber safety operations by leading phishing takedowns and managing abuse site mitigations, ensuring robust online security.

• Proactively maintained customer relations and network stability by overseeing license renewals and managing IP address configurations within the CTP Portal.

Kenneth Andrew Turner ********@*****.*** Page Two

Project Program Manager Senior Analyst, Dedicated Team Operations, October 2015 - August 2018

• Demonstrated adeptness in managing ticket lifecycle with BMC Remedy, excelling in multitasking across various work streams and utilizing strong interpersonal skills to handle a demanding client portfolio.

• Led as a Project Manager, skillfully overseeing multiple change requests and steering network changes through a comprehensive change management protocol.

• Orchestrated a suite of break/fix and maintenance operations, alongside project management tasks—coordinating efforts, scheduling, budgeting, and ensuring successful delivery of all project facets within time and budget constraints while guaranteeing optimal resource deployment.

• Seamlessly managed client requests with a focus on timeliness and coordination, fostering a collaborative partnership with the client's Network Operations Team.

Project Program Manager Senior Analyst, Dedicated Team Operations, continued

• Led multi-disciplinary teams and partners to timely, on-budget project completion, ensuring scope control and optimal resource use for technical and operational superiority.

• Crafted and monitored project plans, applying dynamic tracking methods for flexibility and clear communication of progress and budget adherence.

• Acted as a key communication hub, updating leadership and nurturing client ties, keeping all parties well-informed and involved across the project lifespan.

• Implemented solid risk management and thorough documentation practices, strengthening vendor relations and paving the way for ongoing project achievement and knowledge continuity. AT&T, Atlanta, GA October 2014 - August 2015

Project Manager, Global Ordering Group, October 2014 - August 2015

• Masterfully managed workload distribution within a complex, matrixed environment, ensuring optimal team performance and project alignment across the board.

• Oversaw resource allocation and provided continuous lifecycle support for products, driving efficiency in both financial and operational aspects.

• Maintained robust communication with stakeholders through systematic project tracking and status reporting, ensuring a cohesive workflow.

• Executed comprehensive risk analysis while mentoring a dynamic team of consultants and associate project managers to cultivate a culture of excellence and proactive problem-solving. Project Manager, Account Profiling Group, November 2013 - October 2014

• Steered the comprehensive management of global VPN customer relations and service delivery, fostering robust customer satisfaction and retention.

• Commanded the end-to-end project execution, encompassing planning, evaluation, and delivery, ensuring milestones and quality standards were consistently met.

• Managed financial oversight with precision, reporting key metrics to stakeholders, thereby upholding stringent standards of fiscal transparency and strategic accountability.

Sales Support Manager, IP (Internet Protocol) Flex Group, August 2010 - November 2013

• Led a skilled team of support personnel and consultants, driving efficient resource allocation and budget management to meet organizational goals.

• Collaborated closely with the Project Management Office (PMO) to assign projects and steer critical milestones, deliverables, and scope definitions, ensuring project success and alignment with strategic objectives EDUCATION AND CERTIFICATIONS

3 years of coursework completed toward Bachelor of Science (BS) in Business and Marketing Georgia State University PMP® Trained Project Manager Six-Sigma Lean, Six-Sigma Greenbelt

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