Andy Karsh
Cumming,GA
Summary
Experienced Customer Success and Technical Account Manager with a successful track record in driving customer engagement, satisfaction, and retention in technical roles. Proven expertise in managing enterprise and federal accounts, optimizing product adoption, and generating revenue growth. Recognized for exceptional relationship-building skills and the ability to advocate for customers while collaborating cross-functionally to align objectives and deliver exceptional service.
Overview
19
19
years of professional experience
Work History
Senior Customer Success Manager
Omnissa
01.2016 - Current
- Company Overview: Formerly known as Broadcom, originally VMware
- Managed a portfolio of Enterprise and Federal Accounts, driving over $10 million in Annual Recurring Revenue (ARR)
- 100% Retention rate of assigned Enterprise and Federal customers
- Identified and executed expansion opportunities within existing accounts, contributing to 30% revenue growth across Enterprise and Federal accounts
- Acted as the primary customer advocate, fostering strong relationships and serving as the main point of contact for critical issues ensuring high customer CSAT
- Collaborated closely with Sales teams to identify new opportunities, facilitating a unified approach to account growth and customer retention
- Conducted regular quarterly business reviews with key stakeholders, analyzing performance metrics and aligning goals with customer needs and objectives to show realized value for the customer
- Provided training and support to customers to drive product adoption and ensure successful implementation of new features
- Utilized customer feedback to inform product development and improve service delivery, enhancing overall customer experience
Technical Relationship Manager
CITRIX SYSTEMS, INC
01.2011 - 01.2016
- Account manager responsible for minimizing downtime exposure in customers’ business through proactive advice and service delivery
- Technical liaison between Citrix Services and several of Citrix’s largest customers
- Acted as the customer’s advocate in Citrix to align the product roadmap with the customers current and future business needs
- Influenced over 5 million in sales by working with Citrix teams internally to assist in presentations and answering customer’s technical questions or concerns
- Proactively provided technical best practices and suggestions to ensure customer is getting best value out of Citrix products and services
Senior Technical Support Engineer
CITRIX SYSTEMS, INC
01.2011 - 01.2012
- Acted as subject matter expert for Citrix XenDesktop and Citrix Provisioning Services for support team
- Responsible for responding to and resolving complex technical customer issues during deployment of Citrix products
- Encouraged best practices and educational opportunities with customers
- Earned several Citrix certifications while in this role
Technical Account Manager
DYNASIS INTEGRATED SYSTEMS, INC.
01.2006 - 01.2011
- Manager of NOC and Help Desk and IT consultants for our client base
- Responsible for service support and service delivery
- Evaluated and recommended upgrades to client networks to virtual environments either on premises or at data center
- Single point of contact for clients to resolve support or customer service issues
- Acted as client liaison with our support and accounting staff
- Conducted quarterly meetings with client companies to plan, implement, and budget for IT expenditures
- Assisted with installs and implementation as necessary
Education
B.A. - Political Science
Washington State University
Pullman, WA01.1996
Skills
- Client onboarding
- Software implementation
- Data-driven decision making
- Relationship management
- Account growth
- Customer advocacy
- Customer retention
- Revenue growth
Certification
Certified Customer Success Manager 2024
Timeline
Senior Customer Success Manager
Omnissa
01.2016 - Current
Technical Relationship Manager
CITRIX SYSTEMS, INC
01.2011 - 01.2016
Senior Technical Support Engineer
CITRIX SYSTEMS, INC
01.2011 - 01.2012
Technical Account Manager
DYNASIS INTEGRATED SYSTEMS, INC.
01.2006 - 01.2011
Certified Customer Success Manager 2024
B.A. - Political Science
Washington State University
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