Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
BusinessDevelopmentManager

Edmund Barna

Customer Success, Solutions Engineering
Florham Park,NJ

Summary

Technology focused, transformational leader with over 10 years of experience building, leading Customer Success and Solutions Architecture/Engineering teams and 20+ years of Industry experience. Developing mutual-success with a keen, customer experience focus on driving consistent revenue growth and retention through impactful client engagements and solution sales for Global Accounts in Media & Entertainment, Financial, Retail, and General Enterprise Industries.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

Director, Customer Success – Media & Entertainment

Lumen Technologies
New York, NY
01.2021 - Current
  • Lead and transform legacy “Client Support” and “Solutions Engineering” team into passionate “Customer 1st” driven Customer Success (Executives and Consultants) responsible for $200M of Annual Recurring Revenue. Revenue is comprised of monthly recurring and usage/consumption based.
  • Dedicated to key, high-profile global customer base including Major Broadcasters, Content Producers, Professional Sports, Gaming, and Digital Media.
  • Attract, hire, and develop high-performing talent to consult, partner and build trusted relationships at executive and operational levels.
  • Focused teams on developing innovative and customer success approaches with effective resource allocation and strategic planning.
  • Extreme dedication and focus on call-to-actions through our Gainsight implementation and Customer Net Promoter Scores (NPS). Increased NPS score 59.2 points (10.0 1H of 2021 to 69.2 2H 2021).
  • Decreased Discretionary Credits by 2/3 over 2020.
  • Renewal Strategy led to 2% revenue growth and retention with Customer Success led upsell initiative.
  • Developed Objectives and Key Results related to identifying risk and mitigation, (ex: churn propensity - % of out-of-term revenue, renewal and write-down strategies aimed at protecting and growing revenue).
  • Key stakeholder leading development of Customer Success Playbooks and understanding interlocks throughout Learn, Buy, Get, Use, Pay, Renew (LBGUPR) customer lifecycle. Create alignment with all cross-functional teams to ensure each phase of customer experience LBGUPR journey is running optimally.
  • Monitored metrics and developed actionable insights to improve efficiency, performance and drive customer adoption.

Dir Solutions/Sales Engineering & Client Support

Lumen Technologies
New York, NY
12.2015 - 01.2021
  • Led highly tenured and experienced Solutions Engineering team and Client Support Managers supporting Global Media and Entertainment Accounts.
  • Developed custom solutions to enable digital transformation of media workflows leveraging traditional infrastructure - Core Network Services to compliment public, private, hybrid cloud migration strategies.
  • Defined strategy and alignment with sales on account planning and targeted campaigns to increase sales traction with increased win rate.
  • Worked closely with cross-functional teams to plan, develop, coordinate and execute technical solutions aligned to client's vision, mission and purpose.
  • Oversaw development of customer proposals, design, and delivery, ensuring all expertise, information and recommendations are concisely defined.

Mgr Solutions & Global Sales Engineering Lead

Lumen Technologies
New York, NY
11.2010 - 12.2015
  • Led day-to-day activity of Global Solutions Engineering team responsible for delivering creative and custom client solutions while adopting their digital transformation strategies.
  • Helped mentor and develop Solutions Engineers to continue to expand on their technical knowledge, presentation and problem-solving skills focusing on complex, business solution selling.
  • Drove team objectives on cross-sell/up-sell opportunities, funnel growth, networking and promoting company brand.
  • Participated in development of new process procedures that would help streamline internal provisioning workflows and shortening delivery cycles.

Solutions/Sales Engineering III

Lumen Technologies
New York, NY
09.2005 - 11.2010
  • Utilized strong technical knowledge to create and present custom solutions that helped customers grow, evolve, and transform their networks.
  • "Trusted-Advisor" and "Thought-Leader" as extension of customer's team to assist in technology discussions and design
  • Engaged closely with Eco-system partners to ensure delivery and implementation of custom solutions met all design criteria which would lead to quick customer adoption and recognized revenue.
  • Hosted training sessions assisting sales teams' development and expand their technical sales skills.

Education

BBA -

University of Phoenix
09.2002 - 06.2006

Skills

Customer Success

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Accomplishments

  • Successful Transformation and Initial implementation of Customer Success at Lumen Technologies 2020
  • Presidents Club – Level (3) 2007
  • Pinnacle Award – Level (3) 2008

Graduate - Emerging Leaders Program – Level (3) 2010

Program Entrance Criteria included:

  • Written Application and Manager Recommendation
  • 10-minute presentation to Executive leadership panel consisting of CIO, President of Sales, Head of Human Resources, who decided final program participants.

Timeline

Director, Customer Success – Media & Entertainment

Lumen Technologies
01.2021 - Current

Dir Solutions/Sales Engineering & Client Support

Lumen Technologies
12.2015 - 01.2021

Mgr Solutions & Global Sales Engineering Lead

Lumen Technologies
11.2010 - 12.2015

Solutions/Sales Engineering III

Lumen Technologies
09.2005 - 11.2010

BBA -

University of Phoenix
09.2002 - 06.2006

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Edmund BarnaCustomer Success, Solutions Engineering