Wally Crump
Atlanta,GA
Summary
Dynamic leader with a proven track record at Collibra, driving a 208% increase in New Bookings Revenue through proactive support and process improvement. Expert in team leadership and data analytics, fostering collaboration and accountability to enhance organizational performance and employee satisfaction. Committed to delivering exceptional value in fast-paced environments.
Overview
26
26
years of professional experience
Work History
Sr Manager, Premium Support
Collibra
12.2021 - Current
- Led transformation of Premium Support organization from reactive ticket management to proactive, value-added services.
- Delivered 24% of company's Net New ARR for 2024; achieved 208% year-over-year New Bookings Revenue through high-impact support programs.
- Transitioned pricing model from list price to percentage of ARR, achieving 65% margin in first year.
- Redesigned onboarding processes and created operational playbooks to enhance team and customer success.
- Fostered culture of accountability and collaboration across GTM teams, driving alignment and shared goals.
- Increased employee NPS by 17% by treating employees as key stakeholders in a supportive environment.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
- Leadership role in planning annual budgets for each department based on forecasted sales volumes.
Manager, Technical Support
2U, Inc.
07.2017 - 12.2021
- Oversee diverse technical operations, strategic initiatives, and projects to support SaaS EdTech environments.
- Lead, mentor, and develop a 14-member remote team of tech support leaders, engineers, and advisors to deliver best-in-class support for online graduate degree programming in a virtual environment.
- Designed, implemented, and continuously refined technical support strategies to ensure seamless delivery of online education and virtual support services.
- Collaborated with cross-functional teams and technical leaders to align priorities and drive shared organizational goals.
- Achieved a 95% overall team score on the Great Place to Work survey, reflecting a strong, employee-focused culture.
- Successfully led strategic rollouts for key platforms, including Canvas, Moodle, Essential, Proctorio, and ProctorU.
- Developed and integrated new support processes for undergraduate programs in response to COVID-19, ensuring uninterrupted service during a critical time.
- Managed global incident resolution and technical escalation processes with speed and precision to minimize impact.
AppleCare Team Manager
Apple, Inc.
01.2012 - 01.2017
- Managed team that provided quality support and technical resolutions as part of the final stage of AppleCare technical support.
- Delivered support and technical assistance to customers referred by executive relations staff.
- Coached and mentored new advisors, facilitated new hire training, and led bi-weekly team meetings.
- Selected for two different leadership rotations in Apple Retail.
- Consistently ranked as a high performer on performance evaluations.
- Achieved and maintained a 96%+ ranking on all KPI's.
- Additionally selected as the primary point of contact for the Chairman's Desk Advisor Program.
Technical Support Team Manager
DirecTV
01.2010 - 01.2012
- Provided technical support to resolve issues for third-party installers while also leading a 25-member team, facilitating monthly meetings and KPI benchmarking, measuring performance, and driving ongoing improvements.
- Promoted to a team leadership role after six months of tenure.
Various HR and Recruiting Roles
01.2000 - 01.2010
Education
Bachelor of Arts - Industrial Psychology
The University of Georgia
Athens, GASkills
- Proactive support
- Team leadership
- AI integration and implementation
- Premium support
- TAM management
- Training and development
- Sales and renewal management
- Process improvement
- Data analytics
- Cross-functional leadership
- Organizational enhancement
Timeline
Sr Manager, Premium Support
Collibra
12.2021 - Current
Manager, Technical Support
2U, Inc.
07.2017 - 12.2021
AppleCare Team Manager
Apple, Inc.
01.2012 - 01.2017
Technical Support Team Manager
DirecTV
01.2010 - 01.2012
Various HR and Recruiting Roles
01.2000 - 01.2010
Bachelor of Arts - Industrial Psychology
The University of Georgia