Customer Success Experience

Mark Gallo

Customer Experience Professional

703-***-**** **********@*****.*** linkedin.com/in/mark-h-gallo

Accomplished customer experience and technical leadership professional with expertise in software lifecycle management and communication. Proven track record of telecommunication account management and supporting multimillion-dollar product implementation. Recognized for driving customer success and delivering results, from securing enterprise agreements to optimizing product capabilities. Experienced in managing teams and collaborating with cross-functional stakeholders to achieve ambitious goals and drive revenue growth.

Skills

• Customer Success • Software Lifecycle Management • Communication

• Problem Solving • Supporting Large Accounts • Mentoring

• Account Management • Systems Engineering Management • Client Onboarding

Select Professional Experience

Cisco July 2005-November 2024

Customer Success Leader – CX Americas Service Providers May 2024 – November 2024

Continued covering previously held accounts (Bell Canada, Saskatchewan Telecommunications, and TELUS Corporation) while leading team of 5 Customer Success Executives and 3 Success Program Managers.

Ensured customer success after $200M contract by providing oversight for creation of Walking Deck, Success Plan, and Software Technical Adoption Plan, taking time to launch bi-weekly calls between engineering team and customer to build product proficiency.

Prioritized team’s success after inheriting team of new Customer Success professionals; met each team member weekly for 1-on-1 coaching session and educated hem on internal tools.

oEmpowered team members, providing resources for them to create Success Plans; each member produced initial Success Plans and presented initial results of implementation at Quarterly Business Review (QBR).

Secured 4-month, $120K Lifecycle Services Security contract by partnering with TELUS extended account team, using results from Health Checks for 3 Cisco Security products that revealed multiple areas of device configuration that were improperly implemented or did not align with best practices.

Customer Success Executive – CX ASP 2021-2024

Supported Bell Canada, Saskatchewan Telecommunications, and TELUS Corporation with $37M collective average order value (AOV).

Delivered $1M enterprise agreement by engaging engineering team to drive product adoption, expand use cases, and lifecycle progression while demonstrating value in managing networks for customers, allowing them to reach business objectives.

Secured $1.3M enterprise software agreement, expanding product portfolio from 2 to 7 products, through partnership with sales team over weekly technical meetings, facilitating effective demonstration of integration capabilities to customer.

Represented ASP for Customer Voice Ambassador Team responsible for NPS survey responses and actions

Supported long-term success by mentoring 6 new customer experience ASP CSEs.

Success Programs Manager – CX ASP 2019-2021

Served as Customer Success lead for small communication utilities, including Telco/Mobile and Cable accounts. Engaged CSS team to drive product adoption and lifecycle progression for all Success Programs.

Optimized usage of product capabilities by engaging engineering team to conduct Health Checks to identify limited functionality and misconfigurations; delivered and reviewed report with action plan to advise customers on all available features.

Submitted Success Stories for seven consecutive fiscal quarters as part of ASP CS metrics.

Represented ASP CS Team on SPM Advisory Council.

Developed and maintained Customer Success Business Plan and represented team for internal QBOs.

Manager, Systems Engineering – APO DVAR/SI/SP Region 2005-2019

Led a team of nine Systems Engineers who covered 60 DVARs, Service Providers, and Systems Integrators aligned to the $4B US Federal market. Partnered with two Regional Managers and 18 Account Managers.

Drove business from over $2B to $4B+ over 14 years by collaborating with account teams in pursuit of numerous Federal RFP efforts worth $10M-$100M while partnering with engineering leadership to develop thought leadership.

Created 200 hours of annual training and other unique tools aimed at supporting systems engineering efforts.

Recruited five SEs, promoted two SEs, and supported the transition of four SEs into PSS and SEM roles.

Additional Professional Experience

America Online

Senior Technical Manager

Led 7 engineers and a project manager, maintaining responsibility for gathering requirements and the design, deployment, and Tier 3 support of a 5-office corporate Intranet.

Spearheaded and completed successful network upgrade capable of support over 6K employees and contractors and 5K agents; led design and implementation of IP network at 10 offices and 6 call centers.

Ensured business success by creating and administering annual capital budgets of $6M-$8M.

Global One

Group Manager

Led team of 9 IP engineers to successfully develop and launch Global IP MPLS VPN and Global IP Dial products, authoring comprehensive documentation for multinational customer onboarding and management.

Education and Certifications

Bachelor of Science in Electrical Engineering, University of Pittsburgh

Certified Information Systems Security Professional (CISSP) (2006 – Present)

CCDP and CCNP (2001 –2023)

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