Brian Williams

• Directly managed 15-20 strategic customers with IT spend of $100m - $300m+, implementing our proprietary on-prem and cloud (Azure, AWS, GCP, OCI) spend systems with the goals of First to Value (FTV), optimization of tech spend and overall customer success.

• Led use case development, forecasting, project planning, budgeting, scope execution as aligned to the SOW, post-engagement activities including QBRs/ABRs and renewal discussions.

• Developed custom customer success plans utilizing Salesforce and Gainsight to drive FTV, set NPS and CSAT and overall engagement success factors and utilized the plans in a “One Team” approach (Sales, Customer Success, Product, SupportO.

• Reported to customer C-Suite level executives on success metrics, status reporting and renewals (1-3 years).

• Drove continuous 15-20% increases with my customers through consistent value communication, and working with Sales, Support, Product and Engineering to ensure customer needs were always met.

• Directed 20-30 strategic customer relationships (and engagements) to ensure First To Value (FTV) and overall customer success.

• Expanded the Professional Services Consulting team from 12 to 20 consultants in 6 months hiring best in class consultants to lead global engagements with strategic customers.

• Direct manager of 12 (Principal, Senior and Consultant level) and responsible for performance and career progression.

• Led ABRs and QBRs with customer C-Suite executives to report FTV, achieve upsell opportunities and product renewals.

• Responsible for managing all engagement escalations and developing remediation plans.

• Worked collaboratively with Sales, Product and Support teams in a “One Team” approach to ensure customers received optimal value.

• Developed delivery processes to enhance target KPIs including customer renewals, FTV, margins and upselling.

• Overhauled engagement planning process that reduced customer cancellations by 25%.

• Extensive sales responsibilities including SOW development and C-Suite negotiations.

• Utilized Salesforce and Gainsight to track all customer success metrics (NPS, CSAT, Customer Health, etc.)

• Directed 15 ongoing services engagements, managing scope, budget and consultants delivering services

• Managed 8 direct reports including Architects and Consultants. Responsible for their performance and progression.

• Developed scalable engagement management and professional services playbooks to assist Sales, Consultants, Support Teams to manage all aspects of customer success.

• .Responsible for overall customer success, including NPS, CSAT, Customer Health, renewal and churn rates.

• Led customer QBRs and ABRs with C-Suite executives to negotiate product renewals and expanded services.

• Worked with Sales to develop Statements of Work (SOWs) that included product use cases and defined scope.

• Expanded two key customer relationships through creation of additional services, resulting in 40% increase in budgeted hours.

• Managed 20-25 Privileged Access Management (CyberArk, BeyondTrust) customer relationships responsible for project planning, budgeting, resourcing, Time To Value (TTV), scope delivery and customer success including renewals.

• Managed 8-10 Consultants, Senior and Principal Consultants. Responsible for performance and career progression.

• Drove 180% revenue growth in less than two years through engagement process creation in the areas of planning, execution and post-engagement service offerings.

• Drove 200% team growth in less than two years through hiring specialized consultants to provide new services and products to our customers

• Created custom Customer Strategy Plans to capture key success metrics including TTV, engagement strategies, target KPIs and user growth and adoption plans. These plans reduced TTV by 25%.

• Directed all customer escalations for client C-suite and management teams. Responsible for all incident detection and remediation processes. Reduced escalation remediation window from one business week to less than 48 hours.

• Led EBRs, QBRs and ABRs with customer senior management to achieve renewals and upsell opportunities.

• Directed portfolio of Enterprise and Fortune 50-100 customers. Led global teams of 5-30 consultants delivering IT Security Audit and strategic IT transformation engagements valued from $50K to $3M+ in annual fees.

• Managed 5-8 Consultants and Senior Consultants driving personal and professional goals, performing engagement, quarterly and annual performance reviews and acting as a mentor and coach. Directed hiring of new Consultants.

• Responsible for all aspects engagement success including pre-engagement strategy workshops, status reporting with gap analyses, budgeting, resourcing and customer renewals. Led C-Suite and senior management communications throughout engagement to illustrate overall engagement value, risk reduction and process improvement.

• Business development responsibilities for $2M annual quota included SOW development, RFP response development and C-Suite sales meetings and execution of sales processes. Quota met/exceeded during entire tenure.

• Managed IT audits and consulting engagements for portfolio of customers ranging from $250K to $1M in annual account value, focusing on IT General Control Reviews, Network Security Assessments, SAS 70/SOC 2 controls testing and report generation, and testing of Information Systems in support of the Sarbanes-Oxley Act (SOX) requirements.

• Delivered 3rd party application security assessment for a Fortune 200 financial services firm, including client relationship development and needs analysis, resulting in additional IT consulting work valued at $1M+ in annual fees.

• Developed an IT policies and procedures framework for a large regional healthcare provider, including introducing the COBIT framework, resulting in $250K in additional service revenue.

• Developed and implemented IT audit frameworks and processes in line with strict regulatory and compliance-related guidelines, including FFIEC, GLBA and FDICIA.