Angela Ireland
Durham,NC
Summary
Customer Success Manager with extensive experience in enhancing customer satisfaction and implementing strategic improvements. Skilled in developing effective customer success strategies and managing high-impact projects. Demonstrated ability to optimize customer journeys and execute large-scale service processes. Expertise in lifecycle management and team leadership ready for new challenges.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Manager
Rubrik, Inc.
Research Triangle Park, NC
01.2018 - Current
- Assisted in building and structuring Customer Success team as one of initial five members.
- Managed deployment of Customer Success Platform to align RFE management with lifecycle stages.
- Monitored KPIs to ensure successful implementation across all processes.
- Developed playbook processes for Customer Success Team to enhance deployment speed and consistency.
- Coached team members on best practices for delivering exceptional customer experiences.
- Resolved escalated customer issues promptly to maintain satisfaction.
- Collaborated with stakeholders at all levels to enhance overall customer experience.
- Organized bi-annual global team summit for four consecutive years, overseeing content and travel arrangements.
Global Customer Success Manager
NetApp, Inc.
Research Triangle Park, NC
01.2014 - 01.2018
- Led successful initiatives to continuously improve and exceed customer standards, ensuring compliance.
- Played a vital role as a core and senior member of the account team, assisting in the management of largest Global 50 customers
- Created efficient training program for Global Success Manager position in NetApp, resulting in a 60% reduction in on-boarding time amidst a 50% team expansion.
- Implemented strategies that resulted in a significant 200% growth in year over year account product and services revenue, working closely with one customer/account team
Manager, Global Support Account Managers
NetApp, Inc.
Research Triangle Park, NC
01.2012 - 01.2014
- Spearheaded a team of 14 in cross-functional collaboration with NetApp Top Enterprise Accounts Program, resulting in improved customer experience for global financial and telecom customers.
- Refreshed SAM service deliverables and internal metrics through program leadership
- Implemented strengths-based profile and program approach for SAM team, leading to 70% of team attaining top two performance grades.
Global Support Account Manager
NetApp, Inc.
Research Triangle Park, NC
01.2005 - 01.2012
- Maintained strong client relationships through proactive communication and timely issue resolution
- Partnered with customer and NetApp cross-functional teams to enhance supportability and usability of NetApp products, resulting in a 60% reduction in customer incidents and a 99% decrease in outages.
- Took a key role in organizing and improving two support account management teams based out of India: one established in 2008, the other specializing in priority escalation SAM operations.
Education
Communications, Theater
Edgewood College
Madison, WISkills
- Data Analytics
- Root Cause Analysis
- Strategic Planning
- Developing & implementing policies and procedures
- Turnaround Programs
- Lifecycle/Journey/ Success Programs
- Support and Escalation Management
- People Development & Relationship Management
- Cross-Functional Collaboration
- Cross-departmental Alignment
- Continuous Improvement
- Team Collaboration
- Account Management
- Relationship Building
- Training and Onboarding
- Client Relationship Management
Professional Development
- Management / Sr. Leadership Program
- Inside Out Coaching
- Managing Across Generations
- Root Cause Corrective Actions
- Customer Journey
- Customer Experience Professionals Association
Affiliations
FIRST Robotics
- Coach & Mentor for FIRST Robotics Program, FLL, FTC, FRC
- Global volunteer Judge for FRC, FTC, FLL | NC Tournament Judge Advisor, FTC, FLL, FRC
- NC Planning Committee – NC FLL & FTC
Accomplishments
- NGS Outstanding Contributor Award
- IMEnterprise Customer Turnaround Award
- Volunteer of the Year - NC FLL
Certification
- Planhat Certified Data User
- Certified Customer Success Manager
Timeline
Senior Customer Experience Manager
Rubrik, Inc.
01.2018 - Current
Global Customer Success Manager
NetApp, Inc.
01.2014 - 01.2018
Manager, Global Support Account Managers
NetApp, Inc.
01.2012 - 01.2014
Global Support Account Manager
NetApp, Inc.
01.2005 - 01.2012
Communications, Theater
Edgewood College
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