Summary
Overview
Work history
Skills
Certification
Timeline
Hi, I’m

Andy Dennis

Guildford,Surrey
Andy Dennis

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 Limited
Woking

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
Andy Dennis