RICHARD NALLE
Huntington Beach,CA
Summary
Customer-focused professional with extensive experience in ensuring client satisfaction and fostering strong relationships. Expert in defining and tuning Customer Success programs to drive usage and client satisfaction including efficient and effective onboarding processes, Customer Lifecycle and renewals management, Voice of Customer collection and actioning, and partnering with and enabling global teams to achieve high client retention.
Overview
22
22
years of professional experience
2
2
Certification
Work History
CUSTOMER SUCCESS
CYBER MANAGED SERVICES, INC
08.2023 - Current
- Partner with CEO on strategic software business initiatives, serving as Technical Account Manager for 5 early-stage strategic alliances for the integration of security and compliance technology
- Drove revenue growth through strategic partnership development, resulting in 10% increase and ~$1M new annual recurring revenue (“ARR”) through Mid-Market and Enterprise account expansion
- Collaborate with executive leadership to identify shortfalls, risk, and capitalize on new market opportunities for business development (SWOT Analysis).
STRATEGIC ADVISOR
CONSILAD
06.2017 - Current
- Manage a diverse portfolio of 50+ clients across multiple industries, ensuring consistent project delivery and risk mitigation
- Develop and implement risk management strategies to maintain project timelines and budget compliance
- Direct behavioral investigations and executive background check projects using advanced computer forensic methodologies.
SENIOR CUSTOMER SUCCESS MANAGER
REVTech
02.2024 - 12.2024
- Led end-to-end software solutions customer lifecycle management for two government agencies, ensuring alignment between technical solutions and business objectives
- Partnered cross-functionally with Technology Operations, Support, Development, C-Suite, and Sales to optimize resource allocation and drive successful client outcomes
- Defined and implemented program using MS Dynamics 365/Business Central, delivering complex software development requirements
- Managed operational support for 50+ end users per client, including software feature development and development and oversight of program performance metrics ensuring adherence to governance protocols.
DIRECTOR – CUSTOMER SUCCESS and TECHNICAL
ACCOUNT MANAGEMENT
12.2021 - 07.2023
- PROFICIO
- Managed 9 Mid-Market and Enterprise clients representing $2.37M ARR, achieving a renewal rate of 95%+ quarterly compared to the previous two quarters of 80%
- Implemented new monthly value reports for 80+ Enterprise / Mid-Market clients, conducted quarterly business reviews across multiple stakeholder levels highlighting client specific KPIs and showcasing impact and progress to achieve their business goals
- Increased sales/upsells for the group in 2022, generating $2.3M in upsell revenue (vs
- 300k in 2021.)
- Mentored and enabled global team of 17 (CSM, TAM, and Architects) to focus on client KPIs with focus on customer experience and satisfaction (155+ overall clients w $18.7M ARR).
SENIOR TECHNICAL ACCOUNT MANAGER
CYLANCE
01.2019 - 12.2021
- (acquired by BlackBerry in, )
- Managed premier Enterprise accounts including Deloitte, PwC, Amgen, and Kaiser Permanente
- Reduced client onboarding time by 50% through improved resource coordination and process optimization
- Provided strategic direction for application development requirements, focusing on business efficiency and innovation
- Established and monitored program performance metrics aligned with revenue and business development goals.
DIRECTOR
FORENSIC TECHNOLOGY SERVICES, KPMG LLP
03.2006 - 05.2017
- Defined scope and delivered Customer Engagements including Process Improvement and Project Management initiatives to align with successful client outcomes for global eDiscovery practice
- Met or exceeded revenue impact (new business + managed revenue) each year for KPMG Forensic practice, target goal of $3M per year
- Developed relationships which led to 12 new clients over time, delivering scaled engagements for the advisory group.
Education
BACHELOR OF ARTS - COMMUNICATIONS
California State University
Skills
- Project Management Professional (PMP)
- Six Sigma Green Belt / Continuous Improvement / Continuous Deployment
- Jira and Confluence
- Gainsight, Totango, SalesForce, Strikedeck, MS Dynamics
- Agile, Waterfall, Lean
- Client onboarding
- Problem-solving
- CRM software
- Customer service
- Feedback collection
Certification
- Project Management Professional (PMP) - Project Management Institute.
- Six Sigma Certification
Timeline
SENIOR CUSTOMER SUCCESS MANAGER
REVTech
02.2024 - 12.2024
CUSTOMER SUCCESS
CYBER MANAGED SERVICES, INC
08.2023 - Current
DIRECTOR – CUSTOMER SUCCESS and TECHNICAL
ACCOUNT MANAGEMENT
12.2021 - 07.2023
SENIOR TECHNICAL ACCOUNT MANAGER
CYLANCE
01.2019 - 12.2021
STRATEGIC ADVISOR
CONSILAD
06.2017 - Current
DIRECTOR
FORENSIC TECHNOLOGY SERVICES, KPMG LLP
03.2006 - 05.2017
BACHELOR OF ARTS - COMMUNICATIONS
California State University