Customer Success Account Manager

Kevin Marsh, MBA

Build Relationships Engage Proactively Deliver Desired Outcomes Revenue Growth Driven cloud technology product and services engagement leader with demonstrated success in enhancing customer experience on the cloud journey and customer success lifecycle. Leverage large-scale enterprise experience to deliver desired outcomes and increase customer loyalty and retention. Excellent strategic, organizational, and service management skill sets. Seasoned knowledge of IT operations and management, cloud infrastructure Services, IT governance, and data center consolidations. Proven expertise in planning, organizing, and implementing strategic initiatives to achieve defined business goals. Exhibits problem solving, interpersonal, and leadership skills in business environments.

ITIL v3/v4 Foundation IT Consulting Coaching Mentoring Service Delivery Models Strategic Management Clouds Operating Models Customer Success Digital Transformation Cloud Strategies Strategic Alliances Engagement Management Account Management SaaS

PROFESSIONAL EXPERIENCE

2025 - 2025 Flex Technology Group, Mesa, AZ

Client Relationship Manager

Client Relationship Manager at Flex Technology Group with a proven ability to build and maintain long-term client partnerships. Skilled in account management, strategic problem-solving, and delivering tailored technology solutions that drive customer success. Adept at collaborating with cross-functional teams to enhance client satisfaction, streamline processes, and contribute to business growth. Committed to providing exceptional service and ensuring seamless client experiences.

2024 – 2024 CMK Resources/Pure Storage

Service Account Manager

● Business Critical Service Account Manager supporting enterprise customers.

● Own the service delivery relationship for our largest and strategic accounts.

● Manage onboarding, support, services, adoption, training, and renewal processes.

● Act as a customer advocate, bridging communication across internal teams.

● Collaborate and build relationships with internal teams to identify new opportunities and business solutions with other SAMs, Designated Support Engineers, Escalations Team, SAM Leadership, PS Advanced Services Team, PS Implementation Team, Account Teams, Logistics, Customer Success Team, Renewals 2021 - 2023 HASHICORP, Phoenix, AZ

Senior Customer Success Manager

● Cloud technology focused security, cybersecurity, infrastructure, orchestration, and network products for multi-cloud, SaaS, and DevOps environments.

● Managed $3.5M portfolio of 8 accounts, including Transunion, CSX, Regions National Bank, Schlumberger, Black Knight Technologies, The OCC, and WoodForest National Bank. Managed post-sales Customer Success journey, lifecycle, adoption, and health of each account to retain existing revenue and build pipelines for new expansions. Managed all HashiCorp resources and indirect teams to interact with each account. Trusted advisor for key products including Terraform and Vault.

● Generated $1.25M in renewals in the first year by conducting critical Customer Success activities, including kickoff, onboarding, adoptions, customer meetings, use case growth, product management meetings and continuous relationship management.

● Created use case, adoption, and expansion opportunities for HashiCorp business portfolio during customer success lifecycle.

● Organized product workshops, impact assessments and customer success meetings to highlight value of cloud operating models and enhance ROI for strategic accounts.

● Leveraged Gainsight and Salesforce as CRM tools, enabling tracking of current and future value for corporate and strategic accounts, documenting use cases, tracking revenues, customer cadences, customer insights and internal reporting to manage the customer success journey.

● Collaborated with internal, external and product teams to generate new business opportunities and expand existing business opportunities by participating actively in pre-sales and post-sales efforts, generating new revenue opportunities.

● Worked directly with designated customer champions, ensuring business and product use objectives were on target or achieved.

2011 - 2020 DELL TECHNOLOGIES, Phoenix, AZ

Senior Technical Services Account Manager

● Technical Account Manager for Southwest region with 35+ US and global accounts with total revenue of $25M+ for post-sales activities and support service contracts with product value estimated $100M+ during VCE start-up phase.

● Trusted advisor for products and services and renewal management.

● VCE and Dell Technologies matrix management role for 50-100 global direct and indirect call center resources to facilitate strategic account activities.

● Nurtured business and technical relationships with key decision makers for global and national customer accounts including Everi Holding, State of Colorado-OIT, University of Phoenix, BCBS-AZ, NMHSD and American Express.

● Managed execution on all customer service delivery and success-related matters, maximizing business relationships.

● Directed corporate technical resources, delivering high levels of customer satisfaction focusing on HCI/CI infrastructures and cloud technology solutions.

● Conducted and led Customer Care account review, including service request trending, SLA measurement, and proactive cloud technology planning. Identified, facilitated, and ensured effective communications of all technical analysis and problem resolutions from customer to corporate resources.

● Ensured compliance levels were met in accordance with all maintenance contracted SLAs.

● Rolled out major technology transformations ranging from$112K to $12M, while ensuring customer expectations were met by functioning trusted advisor and engagement manager.

● Participated in planning, approval, and implementation of approved change management requests, ensuring product and

● services enhancements were successfully delivered and unexpected costs minimized through proactive management.

● Certified Cloud Architect, IT-as-a-Service Expert (EMCCAe), acting as a trusted advisor and subject matter expert.

● Certified Cloud Architect, Virtualized Infrastructure Specialist, enhancing engagement in strategic, business, and operational discussions with internal and external customers. 2010 - 2011 KPMG LLP, Dallas, TX

Senior Associate, Advisory Practice, IT Strategy and Performance

● Strategic IT consultant focused on analyzing technology and business matters for clients.

● Client: Walt Disney

o Led root cause analysis on strategic reservation system for global Media and Entertainment Company. Focused on performance issues relating to complex EMC SAN, Informix Database, AIX OS and Virtual IO server technology environment.

o Consulted on recommendations, elevating performance benchmarks and producing desired results for internal and external customers.

o Investigated current technology configurations and recommended corrective actions. Identified operational issues impacting client’s technology strategy, IT service management and enterprise architecture. Addressed legacy system challenges, reducing operational and business expenses.

● Client: JP Morgan Chase

o Selected to participate in a $25M client engagement. Collaborated with the project team, assisting global financial clients with regulatory compliance, oversight and process improvements regarding SCRA mortgage loan program for estimated 75K United States armed forces members.

● Client: AT&T

o Assisted Fortune 10 Telecommunication Company with strategic guidance on several data center cost optimization initiatives.

o Project work streams focused on compressing data center infrastructure assets to reduce energy requirements and Next.

o Generation Data Center planning. Analyzed technology, process management and operational issues for C-level executives.

o Identified ITIL process gaps to improve operational excellence.

● Client: Monsanto

o Collaborated with a project team to assess current and future state risk regarding a failed 25M SAP business investment.

o Defined strategic recommendation to address governance, business risks, process improvements and service management.

EDUCATION

● Master of Business Administration (MBA), Concentration in Strategic Management o Southern Methodist University, Cox School of Business, Dallas, TX

● Bachelor of Interdisciplinary Studies (BS), Concentrations: Business Management, Computer Science and MIS, o University of Texas at Dallas, Richardson, TX

TECHNICAL SKILLS

Gainsight SalesForce Google Docs Microsoft Office Suite Linux UNIX ITSM Certification Cloud technology certifications

Dell Technologies Associate – Converged Systems and Hybrid Cloud Dell Technologies Cloud and Infrastructure Services

VMware Data Center Virtualization Fundamentals VMware - Software Defined Data Center (SDDC) PROFESSIONAL CERTIFICATIONS

ITIL Foundation v3 Certification ITIL Foundation v4 Certification Certified Cloud Architect, IT- as –a –Service Expert (EMCCAe) Certified Cloud Architect Virtualized Infrastructure Specialist

Converged Systems and Hybrid Cloud version 2 HashiCorp Terraform, Vault, Consul, and Nomad products National Black MBA Association COX Leadership Forum COX Distinguished Business Leader Honor

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