Lance Black
Cary,IL
Summary
Accomplished Sr. Director at Belden and former Cisco Systems leader, adept in personalized technical support and team management. Spearheaded innovative technical solutions, achieving the highest customer satisfaction scores and mentoring over 68 engineers. Expert in data analytics and organizational development, consistently managing resources within budget, demonstrating global influence and exceptional change management skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Director Customer Delivery
Belden
11.2023 - Current
- Directing six critical functions: Solutions Consultants team, Solution Engineers group, Training & Certification department, customer innovation hubs, technical assistance division and Digital Automation Consultants.
- Facilitated partnership with support services operating out of Pune, India.
- Established a pioneering Technical Support Community.
Director of Technical Services
Cisco Systems
04.2018 - 11.2023
- Lead over 270 employees, both direct and indirect, and owned the Cost of Goods budget amounting to $12.2 million per quarter.
- Responsible for implementing training, guidance, and coaching for managers and managers of managers
- Leading teams supporting on-prem and cloud collaboration, including CUCM, UCCE, UCCX, Devices, Messaging, Calling, and Webex technologies
- Lead the global Webex team that operated in Krakow, Bangalore, Tokyo, Dalian, Dallas and Raleigh
- Highest customer satisfaction scores across the entire organization
- 86.6% consistently each quarter
- Pinnacle Award winner
- For excellence in proactive support across the global support team
- Webex Warriors - During the pandemic, I rallied recruits outside of our organization to step in temporarily to support the influx of new Webex support cases
- Global influence and cross functional engagement
- Mentor Mapping - Led an employee development track that included 15 executive leaders that mentored 68 engineers over a 12-week timeline
- Owned COGS amounting to 12.2 million dollars
- Consistently managed at 1-2% of budget
- Mean time to initial accept of cases is under 15 minutes
- This is on ~9000 cases a quarter
- Developed a program called BtF (Beyond the Fix), as a case is resolved, the engineer fills out a script to recommend what could have been done to avoid this customer issue all together
- This gave us a running list of serviceability items to implement each quarter
Technical Leadership Management
Cisco Systems
04.2016 - 04.2018
- Lead a team of 17 Technical Leaders in the Server Virtualization space, that built content, solved complex escalations, created digitized IC and were the core piece of training and mentoring for the org of 298 people
- Introduced innovations such as BORG/BDB scripting, mentoring tracks, accelerated defect filing and Swarming (1 too many case escalation)
- Mentored and grew 12 engineers from junior status to Technical Leaders
TAC Manager of Technical Services I, II & III
Cisco Systems
04.2012 - 04.2016
- Migrated 800+ engineers from one case management platform to another in a 3-month period
- SalesForce.com
- Lead multiple teams including VPN, AAA, Identity Service Engine, NMS & enterprise
- Each team had on average 22 direct reports each
- Managed, created, and implemented a scorecard of key performance indicators to drive accountability during operational reviews
- Worked successfully with global and diverse group of coworkers to accomplish goals, streamline processes, and address issues related to our products and services
- Prioritized and organized tasks to efficiently accomplish service goals
High Touch Operations Management
Cisco Systems
04.2006 - 04.2012
- Built the LATAM HTOM team from scratch including teams in Mexico, Columbia and Brazil
- 18 HTOMs reported to me directly
- I hired 13 of them over a 2-month period
- Worked with Cisco's top customers in the High Touch Space
- My customers were RCDT, Telmex and Uninet
Education
LEAD Leadership Certification -
Stanford
01.2018
MBA -
West Virginia Wesleyan
01.2015
AMA Leadership Certification -
American Management Association
Washington, DC01.2009
BA - Communication Studies
University of Utah
01.2005
Skills
- Personalized Technical Support
- Team management
- Innovation management
- Data analytics
- Organizational development
- Key performance indicators
- Pipeline development
- Practice operations management
- Capacity Planning
- Change Management
Accomplishments
- 17 years of breakthrough business results leading to several consecutive promotions
- Increased customer satisfaction from 54% to 86% in a 3-month window
- 3 million in sales generated by a Sales Lead program I designed and implemented.
- Earned the prestigious Pinnacle award for implementing 'Beyond the Fix' across 35 sites and 6,000 Engineers.
- Recognized as Pinnacle award winner for outstanding performance and team contributions.
- Improved delivery of Webex Support by 20%, realizing overall increase in customer satisfaction and cost efficiency.
- Promoted from Jr Manager to Director in less than 3 years.
- Consistently maintained high customer satisfaction ratings.
- Negotiated with vendors, saving the company $2.7 million annually.
Languages
Spanish, Professional
Personal Information
- Total Experience: Deeply qualified and technically well-balanced executive with 17+ years of high-level IT leadership experience, directing global organizations in North and South America, Europe and Asia. Consistently achieve success, meeting aggressive top & bottom-line growth. A people leader with passion around development and operational excellence.
- Title: SR DIRECTOR SERVICES/TECHNICAL DIRECTOR / SENIOR MANAGER/TECHNICAL LEADER
Certification
- LEAD Graduate (Stanford)
- AMA Leadership Certified
- CCNA (Expired)
Languages
Spanish
Professional
References
References available upon request.
Timeline
Sr. Director Customer Delivery
Belden
11.2023 - Current
Director of Technical Services
Cisco Systems
04.2018 - 11.2023
Technical Leadership Management
Cisco Systems
04.2016 - 04.2018
TAC Manager of Technical Services I, II & III
Cisco Systems
04.2012 - 04.2016
High Touch Operations Management
Cisco Systems
04.2006 - 04.2012
LEAD Leadership Certification -
Stanford
MBA -
West Virginia Wesleyan
AMA Leadership Certification -
American Management Association
BA - Communication Studies
University of Utah
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