Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Anthony Sotelo

Oakland,CA

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Use independent decision-making skills and sound judgment to positively impact company success. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in Customer Success best practices, Cyber Security trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Manager, Customer Success

Wiz
03.2023 - 06.2023
  • Manage a team of 10 Customer Success Managers.
  • Own and built the Global Scaled Customer Success Program from the ground up supporting 500 customers.
  • Work cross functionally with Engineering, Product, Support, Marketing and Customer Enablement teams to develop internal enablement, customer facing content, webinars, and operational mechanisms to support customers.
  • Developed an SOP to triage and identify risks in customer accounts.
  • Account Success Planning: Developed multiple versions of Customer Success Plans for different segments.
  • Developed OKR’s for entire Customer Success organization.
  • Developed Renewal plan playbook to help mitigate churn and proactively engage with customers 180 days prior to renewal.
  • Optimized a process to leverage adhoc technical requests to help with customer integrations. Resulted in improving time to resolution by 50%.
  • Created a customer onboarding plan that accelerated time to value.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

Sr. Partner Success Manager

VMware
04.2022 - 03.2023
  • Manage a $25 million book of business comprised of four strategic MSSP Partners.
  • Manage Executive and leadership relationships at key Partner Accounts.
  • Educate customers on emerging technologies and align their technical roadmaps with VMware.
  • Provide Solution Guidance & best practices review to identify performance optimization opportunities.
  • Optimize Operations to confirm activities are aligned with stated technology goals & priorities.
  • Work cross functionally with multiple teams at VMware to create Partner Playbooks, intended to operationalize endpoint security functionalities from Carbon Black.
  • Develop a custom Partner Engagement model for MSSPs: Growth, Retention, Technology.
  • Ensure Renewal rate exceeds 85%.
  • Work Closely with Solutions Architects to design and implement integrations with Partner platforms.
  • Enablement: work cross functionally with Product to ensure partners are trained with the most up to date endpoint security features.
  • Manage highly escalated issues centered around bugs & other technology related bottlenecks.
  • Deliver Quarterly Business Reviews.

Manager, Partner Success

Amazon
05.2021 - 04.2022
  • Managed a team of 7 team members distributed across the United States.
  • Met regularly with direct reports to coach, mentor and develop a career development path.
  • Responsible for team retention of $20 million in ARR.
  • Created a post contract engagement model for Tier 1 Partners: onboarding through renewal.
  • Developed and optimized internal workflows emphasizing automation and workload efficiency. Worked with Executives to define OKRs, KPI’s & Partner Success Metrics. International Expansion: Built out engagement models for international partners; Latin America, Nordics and Canada.
  • Participated in Quarterly Business Reviews with C-level executives: review historical performance and forward-looking recommendations for future growth.
  • Workflow Prioritization: Steered eero to focus its partner-related efforts on work that will have the biggest positive impact for partners. Balance customer needs and competing business priorities, look for opportunities for efficiency, automate repetitive work, and design scalable workflows.
  • Quantitative Analysis: Created and utilized reporting and analytics, data modeling, and business case analysis to identify opportunities for partners and ensure their objectives are achieved

Team Lead, Senior Customer Success Manager

Palo Alto Networks
11.2018 - 04.2021
  • Collaborated with Global Customer Success leadership to vet and drive the post-sale enablement strategy including Onboarding, Adoption, Optimization, Renewal.
  • Interviewed and participated in hiring decisions.
  • Trained new members on Product and Post enablement Prisma Access.
  • Designed and developed new hire training resources (on-the-job support, tools & call shadowing).
  • Developed engagement models for CSMs to leverage and define the customer journey.
  • Lead customer through the customer journey: onboarding, adoption, and expansion in our cloud networking service (Prisma Access).
  • Primary customer advocate; influencing product roadmap and improvement of user experience.
  • Developed onboarding phases, engagement plans and corresponding best practices documentation.
  • Lead best practice sessions around Cloud Security and Networking infrastructure.
  • Collaborate with Engineer peer to lead technical overview of multi-cloud (AWS and GCP) design, architecture and best practices.
  • Develop and drive key relationships with multiple level stakeholders: C-suite, Director, IC.
  • Proactively monitor customer health, identify expansion opportunities and mitigate renewal risk. Monitor and develop key performance metrics: customer satisfaction, renewal rate, upsell/cross-sell, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
  • Manage $17 million ARR

Sr. Customer Success Manager

Zift Zolutions
01.2017 - 10.2018
  • Primary customer facing Zift stakeholder, proactively working as a trusted advisor to enhance overall customer experience and drive partner engagement.
  • Develop and manage Channel Success Plans.
  • Drive adoption by leveraging robust analytics; work closely with global agencies to help promote partner adoption using channel marketing content to drive net new leads.
  • Work closely with stakeholders to develop creative marketing campaigns that will be adopted by partners. I provide best practices in content creation and adoption.
  • Lead Quarterly Business Reviews.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Manage ARR of $10 million.

Sales Consultant

TriNet
10.2014 - 12.2016
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
  • Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
  • Created detailed sales presentations to communicate product features and market data.
  • Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
  • Followed up with existing customers to provide additional support and address concerns.

Education

Bachelor of Arts - History

University of California, Santa Cruz
Santa Cruz, CA
06.2014

Skills

  • Strategic Communication
  • Salesforce CRM Experience
  • Account Management
  • Customer Success
  • Partner Success
  • Cloud Security
  • Endpoint Security
  • SASE
  • Cloud computing
  • AWS and GCP Certifications
  • Client Retention
  • Success Plannning

Certification

  • Google Cloud Fundamentals: Core Infrastructure
  • AWS Certified Cloud Practitioner

Languages

Spanish
Native or Bilingual

Timeline

Manager, Customer Success

Wiz
03.2023 - 06.2023

Sr. Partner Success Manager

VMware
04.2022 - 03.2023

Manager, Partner Success

Amazon
05.2021 - 04.2022

Team Lead, Senior Customer Success Manager

Palo Alto Networks
11.2018 - 04.2021

Sr. Customer Success Manager

Zift Zolutions
01.2017 - 10.2018

Sales Consultant

TriNet
10.2014 - 12.2016

Bachelor of Arts - History

University of California, Santa Cruz

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Anthony Sotelo