REGAN WALKER
Director, Customer Solutions
Swampscott,MA
Summary
Experienced Director with extensive knowledge across both pre and post sales activities, focused on a successful customer journey. Highly effective at promoting positive relationships and building high functioning teams, with a proven track record of improving overall operations, reducing overhead and increasing corporate value.
Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
29
29
years of professional experience
1
1
Certificate
Work History
DIRECTOR, TECHNICAL ACCOUNT MANAGEMENT
ChaosSearch
Boston, MA
12.2021 - Current
- As Director of Technical Account Management, I led a variety of customer-focused technical advisory and enablement initiatives to drive continuous improvement in the maturity of our customers' capacity to adopt, scale and derive value from the ChaosSearch platform
- In alignment with the VP of Solution Architecture and Customer Success, oversaw initial implementation and further adoption of ChaosSearch's products and services, with particular emphasis on building and developing the team consisting of Customer Success Engineers and Technical Account Managers
- Leveraged extensive experience with managing the customer journey with both small teams as well as in large complex organizations, with a particular focus on customer engagement and advocacy, to ensure customers achieve their cybersecurity and data lake goals
- Assessed and Optimized on-boarding for new customers to the ChaosSearch platform resulting in development and subsequent implementation of improved pipeline for continued adoption and retention approaches of ChaosSearch platform
- Managed and Built out teams of Customer Success Engineers and Technical Account Managers, including hiring and onboarding of 3 new team members within the first 90 days
- Implementation of new and improved Customer Success initiatives including a holistic approach to customer onboarding and production deployment planning in addition to efforts to ensure standardization across Pre and Post Sales motions
- Tasked to focus on enabling repeatable processes and growing our customer footprint by solidifying existing workflow processes, strengthening client relationships and improving communications supporting client advocacy. Led Customer Success team from the front by taking tactical ownership on several high-profile accounts, managing client escalations and issues, further developing best practices for the organization
- Established performance goals for each team and provided feedback on methods for reaching those milestones. Focus on key metrics and KPIs for tracking team and individual performance with emphasis on ChaosSearch's overall customers health index
- Assisted in initiatives to improve Proofs of Value across the sales function, including a focus on business value alignment and ensuring the product team is aware of all requirements from the customer
- Aligned with Sales and Marketing to drive a conduit of moments of value experienced by our customers into publicly available data points.
CLIENT DIRECTOR
Oteemo
Boston, MA
11.2020 - 05.2021
- As a Client Director at a solution-based Cloud and DevOps consultancy focused on helping customers accelerate innovation and transform their enterprises into high-performing software factories
- In this role, as an accomplished leader with extensive industry knowledge & expertise in IT sales, customer/project management & the alignment of solution delivery & strategy
- Responsible for the Identifying, Building and Managing of lasting relationships with Net New customers and continuing two expand our Enterprise accounts, helping to shape and deliver on a strategy that focuses on customer success, building mind share and driving broad use of DevSecOps, Cloud Security & Cloud adoption methodologies
- Ultimately, responsible for successful delivery of engagements sold across Enterprise accounts
- Developed and executed against a strategic sales plan to aggressively grow current account base and acquire key target accounts, focused on large Enterprise / Fortune 500 accounts
- Built and managed relationships with decision-making CXO level executives as well as IT leadership by properly articulating a clear vision for our solutions
- Continually generated demand for Oteemo’s consulting services within client accounts by developing trust and deep understanding of strategic business initiatives
- Assisted in defining Oteemo’s strategy across Enterprise accounts, engaging with the senior leadership team, coordinating business reviews, and maintaining customer satisfaction
- Responsible for development of engagement work streams, collateral, formal case studies and press releases highlighting Oteemo’s solution success at all key enterprise accounts
- In concert with our Delivery Leads, developed new business in target accounts to achieve sales and margin targets
- Consistently ensure alignment of capabilities of Oteemo to meet desired outcomes for customers and seen as a trusted advisor.
DIRECTOR, SOLUTIONS CONSULTING
New Relic
Boston, MA
10.2019 - 11.2020
- Leveraged broad experience in SaaS and on-premise enterprise technical sales as well as transformational consulting, to assist customers across the Northeast and Canada, achieve observability maturity through improved reliability, availability, and serviceability of key business processes
- Working with peers to coach and support our solution consultants by developing strong relationships, focusing on end customer value and applying best practice approaches, to help guide our customers and prospects along the reliability and observability maturity curve
- Managed and Coached Solution Consultants across the region, focused on assisting our clients with Cloud Adoption/Migration, DevSecOps initiatives and enhancing their digital customer experience through real-time performance and business level KPI analytics
- Expanded the Solution Consulting team from 9 to 17 within the first 4 months and improved Account Executive coverage from between 4-5:1 to 2:1.
- Developed and launched revised framework for our teams planning and execution of platform technical evaluations, leading to an overall immediate increase in technical wins and subsequent deal closes
- Mentored both Pre and Post Sales team members in the adoption of business value based best practices to ensure customer adoption, retention and growth objectives
- Partnered with Regional Sales Directors and their front line managers to develop targeted sales enablement, focused on improving the technical skills of Account Executives, the sales acumen of the Solution Consultants and further improving the Account Team relationship
- In concert with a small executive appointed working group, created an overarching Observability Maturity Architecture within the first 5 months, allowing for the global execution of reusable, best practice approaches to accelerating our customers time to value
- This effort has resulted in the identification and creation of a flexible best practice framework that is currently being adopted by not only the Technical Sales organization but throughout Customer Success, Sales, Support and Product Management
- Consistently provide 1:1 coaching and enablement of both technical and soft skills, across the entire solution consulting team
- Continuously Partnering with other group leaders (Customer Success, Sales, Expert Services, Support, Product, Marketing, etc ) to drive better customer service as well as empathy in our organizations, resulting in continued growth and adoption.
CLIENT PRINCIPAL
Contino
Boston, MA
01.2017 - 12.2019
- As a Client Principal, I was an accomplished leader with extensive industry knowledge & expertise in IT sales, customer/project management & the alignment of solution delivery & strategy
- Responsibilities included Identifying, Building and Nurturing lasting relationships with new and existing Enterprise clients, helping to shape and deliver on a strategy that focuses on customer success, building mind share and driving broad use of DevSecOps, Cloud Security & Cloud adoption methodologies
- Contributed significantly to YOY revenue growth for the company as a whole and personally tripled the existing customer base through the expansion of net-new logos, leading to further expansion in the US market
- Developed and executed against a strategic sales plan to aggressively grow the current account base and acquire key target accounts, focused on large Enterprise / Fortune 500 accounts
- Built and managed relationships with decision-making CXO level executives as well as IT leadership by properly articulating a clear vision for our solutions
- Formed collaborative relationships with a network of partners to identify new business opportunities and increase customer value
- Continually generated demand for Contino’s consulting services within client accounts by developing trust and a deep understanding of strategic business initiatives
- Assisted in defining Contino’s strategy within accounts, including engaging with the senior leadership team, coordinating business reviews, and maintaining customer satisfaction
- Responsible for the development of use cases, collateral, formal case studies and press releases highlighting Contino’s solution success at all key accounts
- In concert with our Delivery Leads, developed new business in target accounts to achieve sales and margin targets
- Consistently ensure alignment of the capabilities of Contino to meet desired outcomes for customers and seen as a trusted advisor.
DIRECTOR, PRESALES, PUBLIC SECTOR & EASTERN US
CA Technologies
Boston, CANADA
01.2014 - 01.2017
- As a Director of the DevTest focused sales engineering team, across the Eastern US, Public Sector and Canada for the Continuous Delivery business unit at CA, I was able to achieve consecutive year over year revenue targets and new logo growth as well as develop and consistently field one of the top teams in the business unit.
- Consistently achieved monthly, quarterly and annual sales targets established by the BUs management through successful development and application of sales strategies and processes tailored for our teams.
- Developed a center of competency around solutions such as CA Service Virtualization, Application Test and Continuous Application Insight, to provide thought leadership, best practices and an expanded knowledge base to organizations that are focused on staying relevant through their Digital Transformations.
- Developed specific plans for all team members and matrixed resources to ensure a focus on alignment to business value and consistently mentored to further solidify accountability and end results.
- Responsible for building and delivering against a Continuous Delivery solution sales strategy/account business plan for Tier 1 US Accounts, focused on designing and driving strategic improvements to ensure customers achieved their goals and objectives with the CA Continuous Delivery platform offerings.
- Mentored both Pre and Post Sales team members in the adoption of business value based best practices to ensure customer adoption, retention and growth objectives. Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.
SENIOR PRESALES SOLUTIONS CONSULTANT
CA Technologies
Framingham, MA
01.2012 - 12.2014
- Senior Presales Consultant supporting sales of CA's Application Development product suite for the Northeast Region, strategic enablement of sales and pre-sales resources, achieving technical wins on high risk / high visibility accounts
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
- Complete coverage for the top accounts in New England, including but not limited where we have >70% penetration (either install base or active opportunity)
- Responsible for the technical project management of numerous organizations, across the SDLC, with a proven record of working closely with both the client and application delivery teams to ensure success
- Drafted integration plans to ease assimilation of products into customers' business infrastructure.
- Designed post-sale training curricula to educate customers on use and maintenance of all products within the Continuous Delivery business unit.
- Promoted to the Director of Presales in 2014.
DIRECTOR, SYSTEMS INTEGRATION & TESTING
Criterion Systems
Vienna, VA
01.2009 - 01.2012
- Supported the USPTO as a Technical Lead for the development and implementation of a new Patent software product
- Managed numerous programs and global delivery teams, across all Criterion Department of Defense (DoD) contracts, while providing technical subject matter expertise and as an individual technical contributor
- Leader in the development and management of opportunity capture and proposal development within DoD
- Developed and executed against a strategic business development plan to expand the account base across DoD and Intel contracts
- Extensive experience working with clients to assess existing processes and improve their internal standards utilizing quality assurance standards such as ITILv3
- Responsible for the development and support of integration and testing of High Performance Computing products
- Provided QA/Testing & Enterprise Architecture support to the US Army’s PM Acquisition Business organization
- Provided program oversight as the Chief Technical Lead for a web development team tasked with maintaining the existing Airworthiness portal for the US Navy's NAVAIR office, while developing a next generation website using Agile SCRUM methodology.
QA TEAM LEAD & ENTERPRISE ARCHITECT
Criterion Systems
Vienna, VA
01.2009 - 01.2012
- Responsible for the Software Testing coordination, documentation, research, assessment, and analysis for all enterprise applications and systems in support of the US Army’s PM Acquisition Business Program
- Led the effort to redesign existing testing processes and implement automated software testing utilizing the iTKO/LISA (CA DevTest) platform
- Responsible for technical architectural assessment and the corresponding design and development of applications and frameworks for the organization
- Lead Architect in the design and configuration of MKS Integrity for use as the organizations Application Lifecycle Management (ALM) tool, identified to support all aspects of Project, Requirements, Design, Test Management as well as Build, Deploy and Configuration Management
- Assured consistent quality of production deployments by implementing and enforcing automated testing into the continuous delivery pipeline
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Promoted to Director, Systems Integration and Testing in 2012.
LEAD NETWORK DESIGN ENGINEER (Contractor)
Criterion Systems
Vienna, VA
01.2008 - 01.2009
- Established robust infrastructure and data capacity for new applications and communication between sites providing complete end-to-end engineering and installation of route-based IP network solutions.
- Responsible for the design, development and deployment of a new state of the art data center, including a “best in class” enterprise network, for a multi-site commercial satellite customer
- Provided the client with a detailed analysis for the development of a completely new data center, encompassing a cost effective and scalable solution that included converged voice and data capabilities, increased bandwidth and availability with enterprise-wide Active Directory, Exchange, SAN and VPN connectivity across two major data centers and over 15 satellite sites.
- Designed and Implemented VPN infrastructure for over 400 employees globally, allowing for secure remote connections.
- Recommended options for disaster recovery, remote access, network appliances, servers and directory services security.
- Liaised with cabling infrastructure vendors and domestic and international ISPs.
DIRECTOR, SOFTWARE DEVELOPMENT
Bowwave Partners
Great Falls, VA
01.2006 - 01.2009
- Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning
- Facilitated Value Stream mapping and other discovery sessions with stakeholders across all phases of software development lifecycle (SDLC) to discuss and resolve issues.
- Directed remote teams dedicated to application design and quality assurance testing.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Responsible for the identification, development and management of projects to include hands-on IT contribution for successful project completion
- Lead in the development and management of all business development proposals
- Developed a comprehensive Project/Performance Management Dashboard enterprise application, currently used by several Fortune 500 companies
- Responsible for the coordination, documentation, research, assessment, and analysis for all enterprise applications and systems, utilizing Agile methodologies and the ITILv3 governance framework
- Developed test plans, including test roles, cases, and scenarios, to support system/end-user processes, as well as system testing and validation, ensuring quality assurance and the requisite compliance with customer guidelines and industry standards
- Responsible for developing formal policy and procedures for clients IT programs as well as business and legal operations
- Extensive experience working with clients to improve strategic plans
- Extensive market knowledge of both the commercial and federal domains.
SPECIAL PROJECTS MANAGER
AES Corporation
Arlington, VA
01.2005 - 01.2006
- Lead for the global implementation of HP OpenView IT Services Management & ITIL (IT Infrastructure Library) for all AES businesses throughout Europe, South & North America and Asia as well as in the corporate office
- Managed workflow and production output of HP OpenView and other ITSM consultants and subordinates worldwide
- Implementation included building the business case, project development & management and the rollout/implementation of company processes and procedures internationally and domestically
- Developed Change, Configuration and Release (CCR) processes for the global IT organization to include the creation and population of the CMDB (Configuration Management Database) for company datacenters in Ashburn, VA and London, UK.
INFORMATION TECHNOLOGY SUPPORT MANAGER
AES Corporation
Arlington, VA
01.2004 - 01.2006
- Responsible for the creation and management of the corporate IT Help Desk serving over 400 users at the AES Corporate headquarters in Arlington, VA
- Developed process for global IT service delivery operation utilizing the ITIL governance framework
- Trained global and regional change analysts/managers in a multitude of workshop defined processes
- Managed the development and implementation of regional and site-specific CCR procedures in Brazil, Venezuela and Spain
- Coordinated the switchover from internal Change & Configuration software to a global IT platform with various regional entities
- Responsible for the creation of ITIL training materials to include a focus on Service Support & Service Delivery, leading to the ITIL certifications of all involved in the project.
- Authored service level agreements for help desk operations.
- Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems.
- Managed and reduced IT spending to support budgeting processes and TCO modeling procedures.
WEB & IT SUPPORT MANAGER
DaZZee Integrations
Springfield, MO
01.1999 - 01.2004
- Responsible for the development and construction of marketing operations and the call center
- Managed the technology and personnel of a 50-person call center
- Web development manager, responsible for the creation of proprietary dialing and marketing web-based systems at a national level
- Design & Development lead for the development of a large-scale web portal scanning system spanning four regional media outlets
- Provided managed IT services for over 38 commercial customers to include network design and implementation, server administration and hosted application support
- Oversight of all field support technicians and tier II server & network support technicians
- Responsible for the creation of an internal training center providing Microsoft, CIW and Cisco training and testing for continued technical advancement.
Education
Defense and Strategic Studies
SOUTHWEST MISSOURI STATE UNIVERSITY
Skills
Proof of Concept/Value (PoC/PoV) Demonstration
undefinedCertification
AWS Cloud Practitioner Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
DIRECTOR, TECHNICAL ACCOUNT MANAGEMENT
ChaosSearch
12.2021 - Current
AWS Cloud Practitioner Certification
04-2021
CLIENT DIRECTOR
Oteemo
11.2020 - 05.2021
DIRECTOR, SOLUTIONS CONSULTING
New Relic
10.2019 - 11.2020
CLIENT PRINCIPAL
Contino
01.2017 - 12.2019
DIRECTOR, PRESALES, PUBLIC SECTOR & EASTERN US
CA Technologies
01.2014 - 01.2017
SENIOR PRESALES SOLUTIONS CONSULTANT
CA Technologies
01.2012 - 12.2014
DIRECTOR, SYSTEMS INTEGRATION & TESTING
Criterion Systems
01.2009 - 01.2012
QA TEAM LEAD & ENTERPRISE ARCHITECT
Criterion Systems
01.2009 - 01.2012
LEAD NETWORK DESIGN ENGINEER (Contractor)
Criterion Systems
01.2008 - 01.2009
DIRECTOR, SOFTWARE DEVELOPMENT
Bowwave Partners
01.2006 - 01.2009
SPECIAL PROJECTS MANAGER
AES Corporation
01.2005 - 01.2006
INFORMATION TECHNOLOGY SUPPORT MANAGER
AES Corporation
01.2004 - 01.2006
WEB & IT SUPPORT MANAGER
DaZZee Integrations
01.1999 - 01.2004
Defense and Strategic Studies
SOUTHWEST MISSOURI STATE UNIVERSITY
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