Customer Success Technical Support

Greg White

Email: ****.*****@**.***

Mobile: 512-***-****

http://www.linkedin.com/in/greg--white/

Summary

People-focused professional with extensive experience delivering great customer outcomes, leading technical support, professional services, managed services and services sales teams. Exceptional customer relationship builder, hands-on leader & trusted adviser with both internal and external customers. Comprehensive knowledge of enterprise technologies and solutions including physical, virtual and cloud infrastructure and SaaS solutions. Experience

Manager, Cloud SaaS Customer Success

NetApp Inc.

Austin, TX

10/2023 – 07/2024

Managed a team of 10 Customer Success Managers, responsible for all Customer Success outcomes for North America hybrid cloud accounts at NetApp. Orchestrated with North America renewal and field teams to exceed assigned business targets and key performance indicators (KPIs) related to existing customer retention and expansion. Led the team to build valuable relationships with customers, supporting customers through the implementation and adoption of NetApp cloud services. Owned the renewal book of business for three SaaS cloud services with a total ARR of $40M. Achieved 104% and 116% renewal attainment in the first two quarters. Customer Success Director

Citrix Systems

Austin, TX

10/2015 – 09/2023

Citrix Singapore: APJ Combined Services Leader. Responsible for all post sale success outcomes as a member of the core APJ Geo leadership team. Held dual reporting lines to the Global VP of Customer Success and the Senior Vice President of Sales for APJ. I managed three teams directly, Customer Success, Technical Account Management & Customer Service. My team comprised of 7 direct report managers and 60 ICs distributed across 10 countries, service diverse markets, cultures and GTM strategies. Achieved pace setting Relationship NPS scores of 80 across the Geo.

Citrix USA: Leading a team of 7 Customer Relatinship Managers responsible for services sales and renewals for Enterprise customers with large on-premises, cloud, and hybrid virtualization solutions. Held matrixed leadership responsibilities for technical support, customer service, managed service, professional services, and customer success teams. Recruited, onboarded, and coached new services sales team for the US central region. Rapidly scaled to manage direct reports for US Northeast, US West, and Canada services business regions. Improved client success in driving adoption, active use, expansion, and extension of cloud services. Secured more than

$100M in sales per year by meeting services sales targets across through the implementation of best practices. Service Delivery Manager & Client Director

Hitachi Data Systems

APJ

10/2005 – 09/2015

Managed critical customer situations, improved customer loyalty and increased sales revenues, organized programs by developing global teams and processes. Ensured the delivery of high-value implementations / solutions and developed strategic business relationships with key decision-makers by leading specialist technical teams. Created customer service policies / procedures, defined client service standards, and guaranteed the achievement and maintenance of agreed customer service levels. Enhanced employee engagement and client satisfaction scores by creating competitive customer service program. Increased cloud services revenues to

+$81M within five-year managed cloud service contract by leading Hitachi Managed Cloud Services delivery to Global Banking Client. Spearheaded technical support service delivery and escalation management by delivering strategic / tactical leadership in customer-facing support services management. Education

2025 – Google, Generative AI certification

2025 – LinkedIn, Generative AI for Business Leaders 1987 – 1989 BTEC, National Diploma in Engineering

1997 – 1998 Dell, Business Process Improvement

2010 – 2011 BSC, ITIL v4 Foundations

Skills

Customer Success Management - New Business Development & Growth - Organizational Change Management - Business Process Re-engineering - Strategic Planning & Execution - Global Client Management - Team Building & Leadership - Continuous Process Improvement - Revenue / Profit Optimization - Stakeholder Engagement – Revenue Retention & Recovery.

Contact this candidate