Field CTO and Customer Success Architect

Michael Chillino, Field CTO

Hamilton, *****, NJ, 201-***-****, *********@*******.***

SUMMARY Results-driven Field CTO and Customer Success Architect with over 12 years of experience in technical account management and client relationship building. Proven expertise in customer success strategies, evidenced by clinching multimillion-dollar software agreements and managing high-profile accounts like Bank of America and AT&T. Adept at leveraging data analytics to enhance software asset portfolios and streamline support processes. Committed to driving value realization and success for clients, ready to deliver exceptional results for your organization.

WORK EXPERIENCE

11/2023 – 01/2025 Principal Technical Adoption Manager DOE NYC - SLED, Broadcom

Palo Alto, USA

Managed the NYC Department of Education's software asset portfolio in collaboration with Broadcom.

Spearheaded customer relationship management initiatives to secure value realization while emphasizing value-added features. Served as a trusted advocate and authoritative resource for all software solutions.

Functioned as a consultative resource to address both business and technical requirements.

Streamlined support escalation processes and effectively resolved problems and issues.

Conducted comprehensive data analysis to identify trends utilizing data science and business analytics.

07/2018 – 11/2023 Staff Technical Account Manager, Team Lead Global Financial, VMware, Inc.

Palo Alto, USA

Oversaw the Bank of America's VMware program, expertly managing product and service lifecycle operations.

Collaborated with BofA stakeholders to develop a comprehensive customer success plan defining objectives and the blueprints to achieve them. Diagnosed and resolved intricate customer issues, fostering strong relationships.

Supervised diverse product portfolios across multiple groups and lines of business within BofA.

Provided strategic guidance for VMware products, markedly influencing business outcomes and operational strategies.

Engaged with customers to enhance their experience with VMware products and services.

07/2015 – 07/2018 Sr. Technical Account Manager / Team Lead Global Northeast Region, VMware, Inc.

Palo Alto, USA

Managed customer relations for high-profile clients including AT&T, Royal Bank of Canada, JPMC, and Comcast.

Clinched a $17.9 million software enterprise license agreement for JPMC. Facilitated a three-year renewal of technical account management services valued at $1.5 million.

Generated $29 million in revenue through an enterprise license agreement for AT&T.

Directed collaboration across numerous groups and lines of business within AT&T and RBC.

Advised senior management on strategic alignment and operational effectiveness.

Evaluated internal and external analyses to define strategic direction and competitive advantage.

01/2014 – 06/2015 Technical Account Manager, VMware, Inc. Palo Alto, USA Managed global customer relations for AT&T, prioritizing superior service delivery.

Engineered a $39 million enterprise license agreement and renewal of technical account management services.

Identified and capitalized on opportunities to optimize administrative overhead and enhance operational efficiency.

08/2008 – 01/2014 Enterprise Systems Engineer / Service Delivery Team Lead, RWJ Barnabas Health

W. Orange, USA

Led the service delivery group within one of New Jersey's largest healthcare systems, managing over 20,000 employees and 4,500 clinicians.

Oversaw delivery operations, budgeting, and resource procurement with high efficiency.

Orchestrated high-impact projects across the enterprise that significantly improved daily operations.

05/2008 – 08/2008 Systems Administrator, RCI (Resource Condominiums International)

Parsippany, USA

Administered Windows Server environments for a $3 billion vacation conglomerate.

Managed a global multi-domain environment, ensuring operational efficiency and robust security.

10/2006 – 04/2008 Sr. Network Administrator, Andrew Marc NYC/Secaucus, USA Managed server and network administration for a mid-sized apparel company.

Oversaw all directory services and email management to ensure operational continuity.

EDUCATION

01/2022 – 01/2023 Brown University, School of Public Health Master of Public Health, Public Health

Providence, USA

09/2020 – 09/2021 Duke University, Fuqua School of Business Master of Science, Quantitative Management

Durham, USA

01/2020 – 12/2020 Temple University, Fox School of Business Doctor of Business Administration, Business

Administration

Philadelphia, USA

Synchronous Responsiveness and Social Presence in Digital B2C: Effects on Service Customer Engagement by Chillino, Michael L., D.B.A., Temple University, 2020, 246; 27738326

09/2015 – 12/2016 Rider University, Norm Brodsky College of Business Master of Business Administration, Business

Administration

Lawrenceville, USA

with Distinction

02/2014 – 05/2015 Capella University

Bachelor of Science, Information Technology

Minneapolis, USA

09/1997 – 05/1998 Bloomsburg University

Business Management, Business Management

Bloomsburg, USA

Completed 31 credits towards BSBA.

SKILLS Data analysis Business analytics

Server administration Network administration

Statistical reasoning Microsoft Office

IBM SPSS SmartPLS

Qualtrics Salesforce

Visio R

Python Problem/solution engineering

Technical writing Customer engagement

Marketing Organizational science

Decision optimization Survey research

Strategic planning

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