Cole Howard
Atlanta,GA
Summary
Tech-savvy individual; instrumental in managing customer accounts and leading transformation projects while leveraging SaaS solutions to enhance productivity and achieve business objectives. Superb efficiency for ensuring delivery of quality customer service and streamlining inclusive aspects of customer success. Articulate business specialist equipped with skillset of improving quality of customer service, account management and client engagements. Adept at expanding customer base by executing robust strategies. Team player; skilled at mentoring client-facing teams to achieve top performance levels. Instrumental in acquiring repeat business by liaising with clients to identify and fulfill technological needs. Expert in developing and executing strategic plans aligned with client needs and business objectives to drive growth and retention. Remarkable background in collaborating with cross-functional teams to deliver exceptional customer experiences and outcomes. Astute communicator who possesses robust communication, analytical thinking, strategic thinking, project manager, team leadership and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Enterprise Customer Success Manager
Red Canary
Atlanta, GA
03.2021 - Current
- Ensure smooth integration and adoption of managed detection and response services for clients by creating and executing tailored onboarding strategies
- Deliver on-time and effective solutions to customer queries regarding managed detection and response services while coordinating with cross-functional teams
- Track and analyze client usage and performance metrics to detect areas for improvement and address potential issues
- Maximize utilization of managed detection and response services and improve service efficiency and value by delivering continuous training and support to clients
- Organize and facilitate routine meetings with clients to analyze service delivery and pinpoint areas for improvement
- Provide consistent updates on service performance, industry trends, and best practices for managed detection and response while acting as primary point of contact for clients
- Collaborate with sales team to identify and capitalize on new business opportunities and ensure successful onboarding of new accounts on daily basis
- Decreased 12% customer churn rates through effective communication strategies and proactive engagement
- Recognized for managing portfolio of eight enterprise-level accounts and exceeding quarterly and annual targets
- Achieved over 90% client retention rate and 20% boost in upsell revenue by overseeing client renewals and upsells
- Boosted 22% annual recurring revenue by identifying upsell/cross-selling opportunities and successfully closing deals
- Increased customer retention rates and higher Net Promoter Scores (NPS) by devising and implementing customer success plans for enterprise-level clients.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Technical Account Manager
Varonis Systems
Jacksonville, FL
02.2019 - 05.2020
- Assured seamless delivery and adoption of Varonis products and services by collaborating with cross-functional teams, including sales, engineering, and support
- Provided consultative guidance to clients on Varonis product features, best practices, and implementation strategies while leveraging technical expertise
- Conducted regular technical meetings to assess client needs, identify issues, and deliver recommendations to optimize product use
- Managed technical escalations and delivered on-time resolutions to client issues related to Varonis products and services while ensuring client satisfaction
- Collaborated with clients to identify and understand technical needs and challenges, as well as developed tailored solutions to optimize use of Varonis products
- Designed and implemented custom workflows, data retention policies, and access controls to address specific business requirements
- Provided expert guidance and thought leadership on technologies and cybersecurity threats to clients
- Generated $2.5M in revenue by exceeding annual sales targets through effective sales strategies
- Increased $1.5M annual revenue and improved 20% customer satisfaction while delivering exceptional technical support
- Achieved 20% customer retention rate and $1.5M annual revenue growth through exceptional services/technical support.
Solutions Architect
DSM
Jacksonville, FL
09.2017 - 12.2018
- Collaborated with clients to design custom infrastructure solutions while utilizing IaaS and cloud services
- Conducted technical discovery sessions with clients to identify infrastructure gaps and provided cloud-based solutions for improvement
- Designed, implemented, and maintained cloud-based infrastructure solutions using AWS, Azure, and GCP platforms
- Offered clients technical guidance and thought leadership on emerging technologies and best practices for cloud infrastructure solutions
- Developed and presented technical proposals to clients with implementation plans, architecture diagrams, and cost models
- Improved operational efficiencies by 20% by designing and implementing solutions for customers
- Reduced four hours of customer recovery time by implementing effective disaster recovery solutions
- Improved operational costs and reduced overhead for customers by managing migration of customer applications to cloud.
Solutions Engineer
Peak 10
Jacksonville, FL
09.2014 - 09.2017
- Designed and executed customized IaaS and DRaaS solutions by analyzing client requirements and conducting technical assessments
- Created high-availability architectures that catered to clients' needs and collaborated closely with them for successful implementation
- Ensured up to 92% customer satisfaction rate by providing technical support to clients during implementation and post-implementation phases
- Developed and maintained technical documentation for IaaS and DRaaS solutions for clients and internal teams
- Educated clients on IaaS and DRaaS solution capabilities and benefits by conducting product demonstrations and technical presentations
- Collaborated with cross-functional teams, including product management and engineering, to provide feedback on product features and improvements based on client needs
- Collaborated with clients to deliver technical assistance for migrating workloads to cloud
- Attained 94% client retention by delivering successful cloud solutions to meet business needs
- Increased 20% revenue through implementation of effective cloud-based infrastructure solutions for clients
- Achieved 30% reduction in client's IT infrastructure costs through effective implementation of cloud-based solutions
- Augmented win rate up to 30% by leveraging technical expertise and delivering exceptional support to sales teams throughout sales cycle.
Education
Bachelor of Science - Forensic Psychology
Arizona State University
Tempe, AZSkills
- Process Enhancement
- Strategic Business Development
- Account & Relationship Management
- Data Analytics & Business Intelligence
- Client Service & Success
- Customer Needs Assessment
- Revenue Growth & Optimization
- Strategic Planning & Execution
- Executive Business Reviews
- Technology Redevelopment
- Team Training & Leadership
- Cross-functional Collaboration
Timeline
Enterprise Customer Success Manager
Red Canary
03.2021 - Current
Technical Account Manager
Varonis Systems
02.2019 - 05.2020
Solutions Architect
DSM
09.2017 - 12.2018
Solutions Engineer
Peak 10
09.2014 - 09.2017
Bachelor of Science - Forensic Psychology
Arizona State University