Hi, I’m
Andy Dennis
Guildford,Surrey
Summary
- Experienced Customer Success and Premier Support Manager.
- Excellent reputation for resolving problems, improving customer satisfaction, expanding the Premier Business, and retaining accounts.
- Strong Relationship builder with Internal Teams and Customers.
- Provides Mentorship and Skills Transfer to all Customer Success Managers and Support Personnel.
- Strong Technical Background in Consultancy, Support, Company Divestiture, Migrations, Consolidations and Enterprise Solution Design and Delivery.
- Recognized by the business as the Lead Trouble-shooter for the EMEA Region for the Quest Platform Management Solutions Critical Escalations since 2018
Overview
31
years of professional experience
Work history
EMEA
Quest
Regional Manager Customer Success
07.2022 - Current
Job overview
- Responsible for ARV of $55 million
- Led a Team with a 1.8% Churn Rate for 2022
- Quest Lead for All EMEA Critical Escalations including customers and partners up to C-Suite/VP Level since 2018 for all Quest Solutions.
- Mentorship and Skills Transfer of troubleshooting methodology, and process to members of my Team
- Key KPI reporting and Financial Management Reporting based on Salesforce.
- Responsible for driving adoption of Gainsight and customizing to new business requirements.
- Responsible for promoting Customer Success to the EMEA Business and developing and driving the Premier Support Strategy.
- Built Strong Relationships with Teams across the Business
- Built Strong Relationships with Partner Team to address key challenges they had experienced.
- Attended Customer Facing Events, promoting Quest Premier Support, and discussed the Quest Premier Solution with new customers. Direct Impact $2million Dollars in additional revenue.
- Worked Closely with Senior Product Managers, R&D, Support and Sales Leadership to address critical customer issues, in a fast timely manner.
- Provided Guidance and Support to the Support Management Team
- Ensuring Premier Support keeps a high CSAT (94%) and NPS (89%).
Quest Software
Global Team Lead Premier Customer Success
02.2021 - 07.2022
Job overview
- Responsible for ARV of $10 million
- Assisted in growing EMEA Premier Business by 93%
- Played Pivotal Role in all Major EMEA Escalations working to board/steering committee levels with Critical Customers
- Developed Strong Relationships with EMEA Platform Management Sales Team Leads
- Identified Cross-BU business opportunities with Barclays Bank
- Provide Mentorship and Training to Premier Customer Success Managers
- Provided guidance on key escalations with Mid-Tier Customer Success Managers
- Provide Regular Briefings to Sales on Premier Customer Success and Customer Success
- Part of Gainsight Design Committee
- Leading OnDemand Metrics Project
- Currently working on PowerBI reporting for ServiceCloud
- Maintained energy and enthusiasm in fast-paced environment
- Resolved problems, improved operations, and provided exceptional service
- Provided Guidance and Support to the Support Management Team
Quest Software
Premier Customer Success Manager
02.2019 - 02.2021
Job overview
- Responsible for UK/Eire Premier Support Accounts
- Managed 27 Accounts across all Industry Sectors and Business Units
- Provide Guidance and Mentorship to Team Members, on large scale migrations and critical escalations
- Developed Solution in Salesforce to measure Customer Success Activities
- Built Strong Relationships with Sales, Professional Services and Support
- Ran Regular QBR's with key UK/Eire and Global Accounts
- Identified Opportunities and liaised with Sales and Professional Services Team
- Coordinated recovering critical projects with Large Enterprise Organisations
- Worked with Global Partner Team to ensure Indian GSI's had the skills and support required to Deliver Projects
- Developed System to notify Premier CSMs for upcoming product releases.
Quest Software
Team Lead
04.2015 - 02.2019
Job overview
- For all Quest Solutions
- Mentorship and Skills Transfer of troubleshooting methodology, and process to members of my Team
- Key KPI reporting and Financial Management Reporting based on Salesforce
- Responsible for driving adoption of Gainsight and customizing to new business requirements
- Responsible for promoting Customer Success to the EMEA Business
- Built Strong Relationships with Teams across the Business
- Built Strong Relationships with Partner Team to address key challenges they had experienced
- Attended Customer Facing Events, promoting Quest Premier Support, and discussed the Quest Premier Solution with new customers
- Direct Impact $2million Dollars in additional revenue
- Worked Closely with Senior Product Managers, R&D, Support and Sales Leadership to address critical customer issues, in a fast timely manner
- Provided Guidance and Support to the Support Management Team
- Ensuring Premier Support keeps a high CSAT and NPS ., EMEA Platform Management Support
- Quest Software
- Provided Guidance, Mentorship and Support on all EMEA Critical Platform Management Escalations
- Worked to Senior Management / VP Level
- Providing Training and Guidance for New Hires and New Managers
- Interim EMEA Support Team Manager for 3 months during a period of transition
- Assisted in Developing and Delivered the PLAN Support Methodology to EMEA Engineers
- Developed Reporting Systems for Management Reporting and key KPI's
- Provided Technical Mentoring and Support on large Scale Migration Projects, Office 365 and Exchange
- Globally aided with IBM Lotus/Domino issues within other Support Teams and Development.
Quest / Dell Software Group
Enterprise Technical Support Advocate
07.2012 - 06.2015
Job overview
- Provided Senior Level Support to all Platform Management Migration Customers - Lotus Domino / Groupwise to Office 365 / Exchange
- Provide Skills Transfer and Mentorship on IBM/Lotus Domino, Linux and Office 365
- Developed key troubleshooting scripts in Powershell to expedite installation issues
- Developed a POC Pre-Requisites Checker for NME that was incorporated into the Product
- Provided Escalation Management, on critical escalations to Director/VP Level
- Assisted Professional Services / Development on any key IBM Lotus/Domino product questions
- Acted as the SME for IBM/Lotus Solutions Globally.
IBM Collaboration, LAN2LAN Limited, 2LAN LimitedWoking
Technical Architect, Most Senior Consultant
04.2000 - 07.2012
Job overview
- Lead IBM Technical Architect for LAN, Provided Team Mentorship, Ran Project Teams, Solved Critical Issues for Customers with any work delivered by the Team
- Ultimate point of escalation for LAN2LAN on IBM/Lotus Consultancy, Presales, Technical Support and Solutions
- Sub-contracted to IBM/Lotus Professional Services for Technical Architect/Consultancy
- Role included Leadership, Support Presales, SOW Development, Project Planning and Development
- Proof of Concept on IBM Collaboration Technologies and Mobile Device Management Solutions
- Presentations at Board Level
- Delivered 100's of Projects ranging from SME upgrades to large scale enterprise projects for IBM/Lotus
- Delivered Migration Projects utilizing the BinaryTree Toolset
- Technical Architect for Largest Sametime Installation in EMEA for PWC
IBM Lotus Software
Senior Support Engineer
03.1997 - 03.2000
Job overview
- Lead Messaging and Lotus Domino Administration Engineer supporting the Finance, Banking and Insurance
- Working closely with the SWAT Team for Critical customer issues
- Part of the virtual Development and Support Teams
Senior European Systems Technician (Business Analyst
02.1992 - 03.1997
Job overview
- Procter and Gamble
- Business Analyst to the Executive Team
- Providing Support and assistance on solutions from Advertising Media to building Executive Information Systems with key KPI's.
Skills
- Support Supervisor Course
- Technologies
- Windows NT to Windows 2023 - All Releases
- SUSE Linux System Administration
- Linux, AIX and Solaris
- Salesforce
- Gainsight
- Microsoft Office
- IBM Lotus Solutions
- Active Directory
- Office 365
- Power BI reporting design
- SQL Server Data Analysis
- Advanced Excel Reporting and Manipulation
- Microsoft Teams
- Microsoft Access and Office Solutions
Certification
Gainsight Customer Success Manager Certified Professional Gainsight Advanced Customer Success Manager Certified Professional
Support Supervisor
OneLogin Administration
Reed and Procter & Gamble Management Training
Procter and Gamble Project Management Training
IBM Lotus Technical Qualifications 1997-2012
Timeline
Regional Manager Customer Success
EMEA
Quest
07.2022 - Current
Global Team Lead Premier Customer Success
Quest Software
02.2021 - 07.2022
Premier Customer Success Manager
Quest Software
02.2019 - 02.2021
Team Lead
Quest Software
04.2015 - 02.2019
Enterprise Technical Support Advocate
Quest / Dell Software Group
07.2012 - 06.2015
Technical Architect, Most Senior Consultant
IBM Collaboration, LAN2LAN Limited, 2LAN Limited
04.2000 - 07.2012
Senior Support Engineer
IBM Lotus Software
03.1997 - 03.2000
Senior European Systems Technician (Business Analyst
02.1992 - 03.1997
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