Christopher Reynolds
San Antonio,TX
Summary
Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Overview
2025
2025
years of professional experience
Work History
Senior Customer Success Manager AI
IBM
01.2021 - 01.2025
- Managed accounts for Fortune 500 companies such as Walmart, Dish, Marriott Kroger and Lowes
- Onboarded enterprise customers to IBM Cloud, enabling application modernization and ensuring strong adoption, scalability, and ongoing engagement
- Influenced 8+ key WatsonX.ai enhancements-boosting model accuracy, data integration and explainability, driving 30% adoption growth and reducing support escalations by 15%
- Drove 275% cloud growth over 3 years with 0% customer churn, solidifying IBM Cloud as a strategic foundation for enterprise AI transformation
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
Customer Success Manager
VMware
01.2018 - 01.2021
- Increased Workspace ONE adoption at 3 customers by 135% within 12 months
- Acted as Customer's advocate and single point of contact within VMware, leveraging peers in support, engineering, consulting and education to address customer issues
- Reduced IT support tickets by 40%, saving a customer $500K annually
- Designed and implemented standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
Senior Consultant, End-User Computing
VMware
01.2015 - 01.2018
- Designed and delivered end-user Computing Engagements for 65 customers, achieving 100% customer satisfaction
- Helmed multiple vital projects, including vCenter, Horizon View, Mirage, Flex, Identity Manager, ThinApp, User Environment Manager, App Volumes, and vRealize Operations Manager
- Drafted highly detailed, deliverable customer documentation, including Design, Installation and Configuration, Operational Procedures, and Health Checks for crucial customers
- Assisted PSO organization with developing Day 2 operations guides and pre-engagement checklists, improving overall workflow and streamlining operations
Senior Systems Engineer
IBC Bank
01.2011 - 01.2015
- Spearheaded IT Virtualization operations for a rapidly growing, mid-sized bank, including budgeting and forecasting, strategy, and planning, while leading project management from multiple simulations projects across 60 locations
- Improved virtual infrastructure footprint to 1000 Virtual Machines, a 900% increase
- Guided the VDI and VMware Mirage deployment for 3000 endpoint clients
Sonar Technician
US NAVY
- Honorable Discharge, held Secret Security Clearance
- Contributed to successful deployment operations, providing critical sonar intelligence for fleet maneuvering and defense.
- Trained and mentored junior sonar technicians, improving team proficiency and ensuring operational excellence.
Skills
- Customer Advocacy
- Churn Prevention
- AI
- Account Management
- Client Adoption
- Value Realization
Education And Professional Development
IBM Global Sales School, WatsonX.Ai, WatsonX.Governance, WatsonX.Data, VCP6-DT, VCP6-DCV, VCDP5-DCV Certified, Microsoft Certified Solutions Engineer
Military Experience
Sonar Technician, US NAVY, Honorable Discharge, held Secret Security Clearance., Developed strategic problem-solving, leadership, and risk management skills in high-pressure environments., Maintained consistent 4.0 performance ratings, demonstrating discipline, attention to detail, and technical expertise.
Timeline
Senior Customer Success Manager AI
IBM
01.2021 - 01.2025
Customer Success Manager
VMware
01.2018 - 01.2021
Senior Consultant, End-User Computing
VMware
01.2015 - 01.2018
Senior Systems Engineer
IBC Bank
01.2011 - 01.2015
Sonar Technician
US NAVY
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