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Michael Poole

Boston,MA

Summary

Global Technology Services Executive - Transformational leader developing and strengthening customer-first team cultures in various industries and corporate structures.


Unique background as a consultant, decision maker/purchase authority, and provider of critical technology services.


Continuously improving customer outcomes and sentiment, driving successful business outcomes and value for all. Dedicated and motivated professional recognized for creating a strategic business-driven technology vision with operational rigor and discipline. Reputation for driving excellence directly or indirectly through collaboration and influence. Decisive, visible/action-orientated leadership style effectively delivers on budget/time, cost-effective, regulatory-compliant initiatives and services with measurable business value benefiting both customer and company.


Focused Leadership & Team Building - Mentorship empowering individuals and teams to produce high-quality work and reach their potential empathetically and ethically. Champion of the development and implementation of strategic plans, detailed processes, and innovative ideas supported through recognizing and then advocating as the voice of the customer. An enterprising leader with a track record for finding and communicating innovative ways to grow revenue, increase margins, and drive measurable customer satisfaction. History of success, partnering with sales, marketing, and product management to move from a transaction to a transformation mindset.

Overview

28
28
years of professional experience

Work History

Chief Customer Officer

BlueVoyant
01.2022 - 01.2023
  • Recruited to rapidly reorganize and drive organizational and service transformation, driving greater product adoption and improved time to value
  • Scaled post-sales support services by creating tiered services, including introducing shared Digital Delivery Team strategies.
  • Reduced Customer Success costs by 30% as percentage of revenue
  • Refactored reporting and analysis to be actionable and answered 'so what' with directive action plans.

Chief Delivery Officer – CDO Global Cloud Services

Ellucian
01.2017 - 01.2022
  • Recruited to drive organizational and service transformation from a historic perpetual/on-premises software solutions company to a subscription-based (SaaS) and cloud-managed services organization
  • Scale the Services.' Full P/L accountability and driver of significant Cloud Services revenue improvement of 3X to nearly $200M and margins by 8X, contributing to over +$1B in value creation over four years
  • Materially contributed to positioning the company to transfer to new PE ownership entering Q4 of 2021
  • Accountable for customer outcomes and sentiment resulting from the Cloud Business Unit's performance, including Service/Solution Management for all Service Delivery and Assurance for Cloud-based offerings
  • Global Team of ~400+ With centers in Reston, VA., Lake Mary, FL, Bangalore, India, Dubai, UAE, and Dublin, Ireland, with a significant remote workforce (pre-pandemic)
  • Reorganized and onboarded new leadership and team members to align in driving a modern integrated operating model needed for Cloud-Based Delivery, where the customer sits in the middle
  • Championed the establishment of DevOps and integrated SRE culture as the standard operating model
  • Established continuous deployment and integration (CI/CD) principles and practices
  • Robust tooling for real-time customer experience operational/performance monitoring, along with the introduction of application telemetry and engagement scoring
  • Introduced and sponsored a cross-functional customer experience program
  • Focused on KPIs and cross-organizational collaborative Objectives and Key Results (OKRs)
  • Data-driven approach leveraged analytics to improve the customer experience across all customer touchpoints
  • Flexible Multi-Tiered Customer Success Strategy for more consistent and timely relationship management
  • Implemented an agile-based operational improvement program across people, processes, and products (services)
  • Collaboration-driven effort repositioning Ellucian's go-to-market strategy resulted in significant customer transitions from perpetual licensing to the recurring revenue model
  • Accelerated Cloud revenue growth, and customer retention, increased market share, and exceeded strategic objectives increasing the Cloud Services revenue to 30% of total company revenue
  • Responsible for multi-customer impact communications and addressed escalated customer dissatisfaction
  • Directly supported Sales with new opportunities and closed larger contracts by speaking to prospects and existing customers about our differentiated offerings in a trusted advisor manner, 'been the decision-maker in your seat.' Frequent on-site engagement with the existing customer base and presenter at various industry conferences
  • Successful program management retaining SOC2 (audited 2x yr.) and achieved ISO27001 certification '20-'21.

Corporate Security & Systems Compliance Officer

Time Warner Cable
01.2015 - 01.2017
  • TWC merged with Charter.com in 2016, resulting in the largest U.S. Connectivity Company
  • Executive Board appointed Security Czar to review organizational and process gaps in advance of Charter-TWC merger
  • Reported monthly progress to the Executive Team or as needed
  • Established and oversaw key third-party relationships and led major security events to successful conclusions
  • Developed and managed corporate-wide program reducing security threats and vulnerabilities
  • Improved initial post-incident review processes and tracking of recommended go-forward actions
  • Established architectural review and documentation of security systems architecture to meet merger requirements
  • Executed seamless transition to Information Security and Compliance Teams at Charter Inc.

Chief Delivery & Global Operations Officer - COO

NaviSite
01.2011 - 01.2015
  • Navisite is a global technology service provider, Navisite.com
  • Enhanced quality and delivery performance of services with a proactive management style
  • Incorporated powerful tactical planning and operations scaling to bolster organizational success
  • Boosted customer satisfaction with new service optimization initiatives
  • Accountable for operational P&L of ~$200MM
  • Managed operational budgets, capital acquisition, vendor/partnership relationships, and contract approvals for approximately $35MM+Capex and $65MM+Opex
  • 500+ FTEs globally across all service disciplines
  • Complete Lifecycle management of the customer relationship teams, including Pre-Sales Support, Implementation Services - Professional Services, Product & Customer Engineering, Service Assurance, Managed Application Services, Security/Compliance Services, and Advisory & Service Management
  • Drove new technology adoption strategy expanding the product and services catalog, working with Product Management, Sales, Marketing, and Legal departments
  • Developed use cases and roadmaps, guiding engineering testing/certification of additional products and services, expanding revenues transitioning from managed hosting to cloud-based 'As a Service' portfolio
  • Strengthened security and compliance services to meet growing customer demand to help comply with compliance standards such as FISMA, FERPA, HIPAA, PCI, and NIST
  • Improved operating income before depreciation and amortization (OIBDA) targets by increasing revenue per operational headcount by 38% and significantly improving efficiency in capital spending and managing contracts
  • Created strong partnerships between Operations and Sales Organizations focused on sales pipeline acceleration and management of implementation progress
  • Frequently supported closing opportunities as 'the one throat to choke.' Initiated independent third-party Customer Satisfaction (CSAT) and Net Promoter Scoring (NPS) programs
  • Overall satisfaction ratings increased by 25%
  • Consideration of NaviSite for additional services improved by 47%
  • Net Promoter Score for NaviSite 'promoters' increased by 28%
  • Developed Strategic Account Program focused on retention and growth of key accounts
  • Revenue/Account churn reduced from nearly 5% to below target of 2.3% across all services
  • Drove double-digit YoY revenue increases from add-on products and services - 60% organic growth
  • Launched an aggressive training program promoting individual and Team development goals
  • This included ITIL, PMP, security and other advanced technical tracks aligned to career advancement
  • Achieved significant reductions in attrition while improving customer satisfaction levels.

Systemwide Chief Technology Officer - CTO

University of Massachusetts President's Office
01.2005 - 01.2011
  • Consolidated disparate technology teams into a single technology organization focused on improving service delivery and customer satisfaction-clarified roles, responsibilities, and accountability within this $40MM operation
  • Transformed the University's Shared Services Infrastructure and Organization with a Service-Oriented Infrastructure approach as the foundation for providing and delivering services based on the ITIL framework
  • Responsible for all technical and operational processes driving service availability for the PeopleSoft ERP/Student and Blackboard Learning Management (UMassOnline.net) platforms servicing the University and its affiliates
  • Full P&L responsibility for Commonwealths' private, statewide fiber network access (Internet and Internet2)
  • Led technical, policy, and business development and delivery to network and virtualized hosting servicing the University/Commonwealth's educational and economic development needs
  • Spearheaded implementation of an Identity Management System (IDM) for over 100K users
  • Created policy and strategy for meeting security and compliance controls based on International Organization for Standardization guidelines (ISO) to comply with the Family Educational Rights and Privacy Act (FERPA), Health Insurance Portability and Accountability (HIPPA), and Massachusetts General Law requirements
  • Partnered with Oracle to further develop their Linux and virtualization tools (OVM) for favorable pricing consideration
  • Awarded Oracle's 'Enabling the Eco-Enterprise' for early adoption of virtualization and 'green benchmarking.' Executive Technical Lead for building The Massachusetts Green High-Performance Computing Center (MGHPCC)
  • A public/private collaborative of UMass, MIT, Boston, Harvard, Northeastern Universities, Commonwealth of Massachusetts, CISCO, and EMC supports computationally intensive research (HPC)
  • 100MM+ LEED Platinum-certified 90,000 sq
  • Ft.; 15-megawatt facility opened in 2012.

Associate Partner, Vice President Enterprise Technologies

Wellington Management Company
01.2000 - 01.2005
  • Responsible for the firm's global technology infrastructure
  • Globally distributed IT team of 100+; $25MM+ budget
  • Recruited to provide leadership to the organization by developing a team of IT professionals who had recently been through multiple leadership changes
  • Quickly stabilized the environment, transforming the group into a unified team by establishing developmental goals and hiring strategic thought leaders to strengthen the Team
  • Championed the firm's global data center diversification and business continuity initiatives
  • Developed strategic vendor partnerships to support large-scale computing modernization requirements
  • Managed the complete overhaul of the global network & security platforms and all financial market data services
  • Instituted IT process and controls review and refinement, including systems security model, release management and source code control, server/desktop standards, incident management, event mitigation, and response plans
  • Partnered with Regulatory Services in designing, implementing, and sustainability IT control objectives within a COSO/COBIT framework for SOX compliance
  • Technical management leader on all regulatory audits
  • Chaired the Technology Architecture Committee
  • Technical lead of IT Project Review and Security & Life Safety Committees of the firm.

Vice President of Technology

Houghton Mifflin Company
01.1995 - 01.2000
  • Transformational leader driving technological migration strategy from mainframe-based platforms to open systems
  • Drove retraining operations staff to become a highly responsive and proactive technical service organization of 60+ professionals
  • Annual budget responsibility exceeding $15M operating and $8M capital
  • Architect of technical strategy directly linked to the company's key business objectives
  • Multi-year enterprise strategy included introducing a cost/benefit analysis of the new architecture and the tools and technologies needed to implement the unique architecture and establish fundamental operational and reporting procedures
  • The strategy facilitated a more rapid migration of core legacy applications to a scalable, Web-enabled client/server infrastructure into new and updated data centers
  • Directed the technical due diligence and ERP system integration efforts associated with multiple significant corporate acquisitions
  • This included financial, manufacturing, and warehousing systems
  • Staffing assessment, integration, and transitioning were components of these efforts
  • Projects were accomplished on time and within budget
  • Fixed costs were reduced by 25%, and usage-based charges were reduced by 40%-established volume discount agreements with major vendors.

Education

Master of Science (MS) Candidate: Technology Mgmt. - Technology Mgmt. & Innovation

NYU- Tandon School of Engineering, Polytechnic U.
Brooklyn, NY

Bachelor of Arts (BA) - Communications

State University of New York, Oswego
Oswego, NY

Skills

    Customer/Client Success & Partnerships

    Solution Development

    Digital Delivery & Integration

    Managed & Professional Services

    Services Portfolio Management

    Automation & Orchestration

    Strategic Planning & Leadership

    Enterprise Application Management

    Security & Compliance

    M&A – Integration and Exits

    Change Management

    Organizational Development

    Managed Networks & Research Computing

    Annual Planning

Timeline

Chief Customer Officer

BlueVoyant
01.2022 - 01.2023

Chief Delivery Officer – CDO Global Cloud Services

Ellucian
01.2017 - 01.2022

Corporate Security & Systems Compliance Officer

Time Warner Cable
01.2015 - 01.2017

Chief Delivery & Global Operations Officer - COO

NaviSite
01.2011 - 01.2015

Systemwide Chief Technology Officer - CTO

University of Massachusetts President's Office
01.2005 - 01.2011

Associate Partner, Vice President Enterprise Technologies

Wellington Management Company
01.2000 - 01.2005

Vice President of Technology

Houghton Mifflin Company
01.1995 - 01.2000

Master of Science (MS) Candidate: Technology Mgmt. - Technology Mgmt. & Innovation

NYU- Tandon School of Engineering, Polytechnic U.

Bachelor of Arts (BA) - Communications

State University of New York, Oswego

Section name

SYSA

Southborough Open Land Foundation

Volunteering

Southborough Youth Sports Association – Baseball, Basketball and Soccer 2004 - 2020

Algonquin Regional High School – Summer League Soccer Coach 2015 -2016

Southborough Open Land Foundation 2005 - Current

Mass Audubon – Various Bird-a-thons 2015 - Current

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Michael Poole