Summary
Overview
Work History
Education
Skills
Certification
Awards
Hobbies and Interests
Projects
Volunteer Experience
Timeline
Generic

Isaiah Gallegos

Brighton,CO

Summary

Dedicated Customer Success professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sr. Customer Success Manager (Lyve Cloud)

Seagate
08.2022 - Current
  • Pro-actively increase customer satisfaction by developing a relationship and managing the customers lifecycle
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Trusted advisor to 36 accounts (responsible for west region)
  • Lead internal projects (Onboarding, Process documentation and Product feedback sessions)
  • Responsible for all Support tickets (Initial troubleshooting, engaging engineering, escalation, customer facing communication)
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conduit to Sales team on new leads/expansion opportunities
  • Interface with internal product management teams to deliver customer feedback and feature requests
  • Communicate essential roadmap sessions to customers.
  • Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
  • Identify, track, and remove blockers for customers
  • Directly helped increase my customers cloud storage consumption by 70% within 12 months
  • Closely work with 3rd party vendors to resolve customer issues
  • Develop and track customer use cases.

Sr. Customer Success Manager

VMware
04.2022 - 08.2022
  • Developed a customer success strategy that included identifying use cases for VMware's vRealize suite of products
  • Trusted advisor to an average of 20+ accounts, including onboarding new customers and providing ongoing support and training
  • Developed a strong relationship with Account teams, Product teams, Engineering teams and my customers
  • Led regular cadence meetings focused on the customers success strategy
  • Led internal projects (Onboarding, Process Documentation and Product feedback sessions)
  • Exceeded 60% customer consumption goal (Average between 85% and 90%).

Staff Support Account Manager

VMware
04.2019 - 04.2022
  • Customer Hero Award recipient & VP level recognition
  • Function as internal customer champion ensuring customer issues, product needs and challenges are communicated
  • Providing insight into metrics and guidance to diverse set of businesses
  • Lead and participate in meetings with customers, including Executive and Director levels
  • Single point of contact for Premier customers for all support related activities
  • Lead communicator in Escalated situations
  • Execute Quarterly Business Reviews
  • Develop a strong relationship with cross-functional teams (Sales, Engineers, Technical Account Managers, Product Management and Leadership).

Technical Support Manager

VMware
08.2018 - 04.2019
  • Lead & scale Emerging Products & End User Computing group
  • VP & Director level escalations management & customer deescalation
  • Maintaining customer satisfaction by removing product support roadblocks
  • Mentor and grow a diverse team of junior and senior engineers
  • Near perfect Voice of VMware scores from direct reports.

Sr. Technical Support Engineer

VMware
02.2018 - 04.2019
  • Cloud Native Tech: PKS - Docker, Kubernetes, Bosh, Ops-Man, Harbor
  • Work closely with Engineering, Product Management, & Sales
  • Internal technical presentations to Sr
  • Staff on cloud-native concepts
  • VSphere Networking & Storage Escalations Engineer
  • Technical training/mentorship for junior engineers on complex products.

Technical Support Manager

VMware
09.2017 - 02.2018
  • Lead & scale Emerging Products & End User Computing group
  • VP & Director level escalations management & customer deescalation
  • Maintaining customer satisfaction by removing product support roadblocks
  • Mentor and grow a diverse team of junior and senior engineers
  • Near perfect Voice of VMware scores from direct reports.

Program Manager

VMware
10.2015 - 09.2017
  • Liaison between customers and VMware to ensure SLA and maintain low MTTR
  • VP & Director level escalations management & customer deescalation
  • Worked with and managed global support teams
  • Develop and implement processes and procedures to streamline real-time monitoring and notification
  • Perform User Acceptance Testing for new tools
  • Train Management on new tools.

Sr. Technical Support Engineer

VMware
08.2013 - 10.2015
  • Cloud Native Tech: PKS - Docker, Kubernetes, Bosh, Ops-Man, Harbor
  • Work closely with Engineering, Product Management, & Sales
  • Internal technical presentations to Sr
  • Staff on cloud-native concepts
  • VSphere Networking & Storage Escalations Engineer
  • Technical training/mentorship for junior engineers on complex products.

Education

Associate of Science - Computer Networking And Telecommunications

ITT Technical Institute
Thornton, CO
03.2013

Skills

  • Relationship Management
  • Customer Satisfaction
  • Upselling Strategies
  • Data-Driven Decision-Making
  • Cross-functional collaboration
  • Time management
  • Product knowledge
  • Conflict resolution
  • Technical support
  • Analytical thinking
  • Client onboarding
  • Active listening

Certification

  • VCA
  • VCP 5.5

Awards

  • Customer Hero
  • Multiple Spotlight Bonus recipient

Hobbies and Interests

  • Family
  • Basketball
  • Snowboarding
  • Coaching

Projects

Support Escalation Training Support Account Onboarding Customer Success On-Boarding Presentations Spotlight Bonus Program

Volunteer Experience

  • Special Olympics Coach
  • Habitat for Humanity
  • Local Food Banks

Timeline

Sr. Customer Success Manager (Lyve Cloud)

Seagate
08.2022 - Current

Sr. Customer Success Manager

VMware
04.2022 - 08.2022

Staff Support Account Manager

VMware
04.2019 - 04.2022

Technical Support Manager

VMware
08.2018 - 04.2019

Sr. Technical Support Engineer

VMware
02.2018 - 04.2019

Technical Support Manager

VMware
09.2017 - 02.2018

Program Manager

VMware
10.2015 - 09.2017

Sr. Technical Support Engineer

VMware
08.2013 - 10.2015

Associate of Science - Computer Networking And Telecommunications

ITT Technical Institute

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Isaiah Gallegos