Vipul Samat
Santa Clara,California
Summary
Versatile senior director with expertise in customer success, services, and operations. Demonstrated track record of success in process optimization and operational restructuring. Seeking a professional position with a growing operation.
Overview
13
13
years of professional experience
Work History
Sr. Director and GM Global Customer Success
Veritas Technologies LLC
Santa Clara, California
12.2018 - Current
- Ownership of customer journey and engagements and value realization
- Ability to establish credibility as an effective leader of people and a developer of solutions to business challenges
- Superior business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives
- Ability to communicate complex ideas
- Interest and curiosity to seek answers to complex questions
- Ability to develop customer relationships from individual contributors to senior business leaders
- Strong people management and leadership skills
- Financial acumen, including P&L level responsibilities
- Experience managing a team (managing of managers preferred) in customer-focused organizations, including demonstration of interfacing with VP+ and C-level executives
- Demonstrated expertise in leading strategic initiatives to operationalize and optimize pre-and post-sales objectives
- Ability to work in a fast-paced environment, requiring superior skills in critical thinking, influence, and managing multiple priorities under tight deadlines
- Executive-level focus on Customer Success Strategy Planning, Integration, and Acquisition Execution
- Comfort with ambiguity, but the ability to drive to clarity through effective communication skills
- Implementation of Gainsight across Sales, SE, Renewal/Customer Care, and Customer Success Organizations
Senior Director, Customer Success
Ellie Mae Inc.
Pleasanton, California
01.2016 - 10.2018
- Led efforts across different functions for comprehensive sales strategies.
- Developed new Technical Service Offerings by mapping customer journeys.
- Executed strategic marketing initiatives aimed at increasing revenue in Technical Services.
- Created a marketing plan to generate leads to increase sales and awareness of services
- Developed Customer Health KPIs to monitor satisfaction.
- Created Customer On-Boarding, QBR, and Customer Check-In meetings
- Increased utilization and adoption of services
- Managed budget responsibilities while forecasting sales effectively.
- Developed and implemented strategic plans to maximize organizational efficiency, effectiveness, and profitability.
- Directed the design of data analytics solutions for complex business challenges.
- Coordinated with stakeholders across multiple departments to develop innovative strategies for problem solving.
- Created policies and procedures to improve operational efficiencies within the organization.
- Oversaw budgeting processes and ensured fiscal responsibility was maintained throughout the year.
- Provided guidance on best practices in project management to ensure successful outcomes.
Strategic Advisor
Medallia LLC
10.2015 - 03.2018
- Company Overview: Acquired StrikeDeck
- Advisor to developing GTM strategy for an end-to-end CRM/Customer Success SaaS Platform
- Acquired StrikeDeck
Director, Global Customer Services and Operations
Brocade Communications Inc.
San Jose, California
11.2012 - 07.2014
- Senior decision maker for Global Services Integration activities into Brocade Global Services Organization
- Transitioned Tools (Salesforce CRM, Customer Portal, Dashboards, Knowledge Management, and Metrics)
- Assimilated marketing and registration exercise for existing Vyatta Customer base to MyBrocade portal and led Eval Process on the front page of Brocade.com
- Led Best Practices effort to new Organization, Lifecycle Management, RMA, and Services Portfolio from current to Brocade Services
- Instigated Knowledge Sharing/Brown Bags to help ramp up Sales and Support personnel
- Leadership role for Global Customer Support and Operations team Global for current Cloud and Enterprise product portfolio
Senior Director, Vyatta SDN Business Unit, Global Customer Services, and Operations
Vyatta Inc.
Redwood City, California
11.2011 - 11.2012
- Company Overview: A Software Network Appliance and (SDN) Start-up
- Led the definition and built-out US-only-based Customer Support and SE organization
- Developed and executed a Go Market Plan for a World-Class 24x7 Customer Support Organization from scratch within a few months
- Revamped Service Offerings to differentiate Vyatta Services and (Open Source) Products
- Led Technical Training and Certification (Professional and Expert) Program
- Support and pre- and post-sales activities were core to Channel and Direct renewal and sales success
- Created Efficiencies and Streamlined Processes as needed to reduce engineer backlog by 50%
- A Software Network Appliance and (SDN) Start-up
Director, Sun Solution Support Services, Americas
Oracle Corporation Inc.
Pleasanton, California
01.2007
- Company Overview: Acquired Sun Microsystems
- Utilizing existing technical resources, I created the strategic direction, process, and execution plan of the Services (Support and Professional Services) portfolio at Sun Microsystems and Oracle
- Products Open SSO/Access Management, LDAP, Identity Management, and Java
- A strategic partnership with AOL and Sun Microsystems Inc., creating integrated Java Enterprise Software Products encompassing all Internet-related products for enterprise and mid-size companies
- Led a team of senior-level engineers delivering Support for highly complex software integration and eCommerce products to enterprise customers
- Proven track record of highest Customer Satisfaction and Loyalty results in the Organization and Lowest number (zero) Escalations
- Spearheaded collaboration partnerships with other vendors (BEA/Microsoft/HP) to help customers experience a complete solution services approach through our ownership
- Strong partnership and teaming with customers, engineering, and development
- Acquired Sun Microsystems
Senior Director, Customer Success and Support Organization
Indix INC.
San Francisco, California
- Developed framework and rolled out GTM plan to enable High Touch Services for Customer Success
- Built add-on services for Professional Services, Training, and Certification
- Instigated Customer Escalation Program, Metrics, and Proactive Engagement program
- Reduced Customer churn for the Company while increasing overall ASP
- Work closely with CXO and other executives on day-to-day operations and go-to-market strategy
- Drive decisions through SLA and Metrics, ensuring we meet and exceed deliverables
- Developed a coaching and training program for existing and new hires to build a solid technical, customer-centric workforce and strong teaming culture for the Company
Education
BTEC - Business and Finance
Middlesex University
London, UKSkills
- Organizational Leadership
- Client Success Management
- Customer-Focused Subscription Services
- Global Customer Success Strategy
- Field Support
- Negotiating skills
- Influence skills
Skills Summary
- Customer Success, Customer-Centric delivery of Subscription, Perpetual models.
- Executive-level Global transformation of large and small Customer Success Organizations.
- Executive level and proven record of building, restructuring, and revitalizing Global Organizations.
- Executive-level experience in leading strategic direction globally at all Technical Support Delivery and Field Support levels.
- Executive-level negotiating and influence skills at all levels.
Education
- Middlesex University, London, UK, BTEC Business and Finance
- University of Boulder, Boulder, Colorado, CEDIR - Executive Business Management
Timeline
Sr. Director and GM Global Customer Success
Veritas Technologies LLC
12.2018 - Current
Senior Director, Customer Success
Ellie Mae Inc.
01.2016 - 10.2018
Strategic Advisor
Medallia LLC
10.2015 - 03.2018
Director, Global Customer Services and Operations
Brocade Communications Inc.
11.2012 - 07.2014
Senior Director, Vyatta SDN Business Unit, Global Customer Services, and Operations
Vyatta Inc.
11.2011 - 11.2012
Director, Sun Solution Support Services, Americas
Oracle Corporation Inc.
01.2007
Senior Director, Customer Success and Support Organization
Indix INC.
BTEC - Business and Finance
Middlesex University
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