Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Reference
Hobbies and Interests
Professional References
Timeline
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Jack Bhullar

Milton Keynes

Summary

With 12 years in the networks and SaaS industry specializing in secure network infrastructures, I bring a proven track record as a Technical Account Executive with a focus on Enterprise Customer Success and Infrastructure Support. I've played a central role in onboarding and implementing software solutions, working cross functionally with Agile teams including product marketing, developers, and senior executives to ensure seamless delivery and adoption. In my most recent role, I helped drive and sustain £5.6 million in Annual Recurring Revenue (ARR) through strong relationship management and a customer-first approach. My technical expertise in security, networks, and Wi-Fi systems, combined with a passion for team leadership and customer advocacy, enables me to build scalable success programs, enhance engagement, and deliver measurable business impact.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Consultant

iwGROUP
10.2023 - 01.2024
  • 4-month contract for a start-up.
  • Sat on board of directors.
  • Collaborated with CMO to build a brand for launch.
  • Built processes and policies for the business development team.
  • Approved client facing documentation.

Enterprise Customer Success Director

Essensys
10.2020 - 10.2023
  • Accountable of 70% of EMEA revenue. £5.6m Annual Recurring Revenue (ARR).
  • Accountable for EMEA top 7 Enterprise businesses.
  • Maintain strong C-level customer relationships.
  • Build strong relationships with internal teams from New Business Development, Service Delivery, Infrastructure Operations and Product Owners.
  • KPI, P&L and metric driven to drive growth.
  • Responsibility for renewal process from proposal documentation to license agreement signature.
  • Drive product roadmap value to decision makers and technical teams (Business Owners and Chief Technical Officers) supported by Product Marketing.

Head of Customer Success

Essensys
01.2015 - 09.2020
  • Tasked with implementing a Customer Success function into the business.
  • Build a global Customer Success team of 12 to onboard, adopt, retain and renew.
  • Introduce metrics for the board of execs.
  • Introduction of CSAT and NPS systems.
  • Focus on MRR Churn, and Customer Retention.
  • Created a suite of onboarding training videos.

Head of Infrastructure Operations

Essensys
10.2013 - 11.2015
  • Promoted to develop a team from 4 to 12 network / voice engineers and 2 team leaders.
  • Relocated to New York for 3 months to establish a U.S. infrastructure ops team.
  • Onboarding, coaching and mentoring within an ITIL aligned framework.
  • 1st and 2nd line support accountability to a customer base of 20,000 users.
  • The key contact for customer escalations.

Network Support Engineer

Essensys
01.2011 - 09.2013
  • Supporting Broadworks / Broadsoft / Acme, Mitel, Cisco and Extreme Networks.
  • Configuring Layer 2/3 networks.
  • Show professional telephone etiquette.

Network and Desktop Administrator

Vantage
11.2009 - 12.2011
  • Supporting 100+ Internal call agents / users.
  • Admin for Microsoft Server 2008, VMWare, Cisco LAN / WAN network infrastructure.

Co-Founder and Partner

11th Hour Productions
11.2006 - 11.2009
  • Managing the full customer lifecycle.
  • Lead and opportunity management.

I.T. Infrastructure Support

IKEA
09.1996 - 11.2006
  • Site Infrastructure and Implementation support for on-site staff of 500+ users.

Education

9 GCSE's

3 A Levels

Skills

  • Director Level Professional
  • Business presentation
  • Technical review
  • Project leadership
  • Customer Success Expert
  • C-Level Trusted Advisor
  • Customer Retention
  • Management Mentor
  • KPI Driven
  • Technical Pre-sales Support
  • Escalation Ownership
  • Assessments

Certification

  • MCITP/SA
  • CCNA
  • CCNP
  • VMWare 4.0

Languages

English
Punjabi
Hindi

Personal Reference

Jon Warde, Senior Web Dev, 07947 385737, jonwarde@gmail.com

Hobbies and Interests

  • Video Production
  • Volunteering
  • Crypto trading
  • Photography

Professional References

  • Andy Deb, Senior Director, The Instant Group, 07872 684673, Andrew.Debenham@theinstantgroup.com
  • Luke Andrews, Head of Tech, Landmark PLC, 07557 562035, landrews@landmarkspace.co.uk

Timeline

Consultant

iwGROUP
10.2023 - 01.2024

Enterprise Customer Success Director

Essensys
10.2020 - 10.2023

Head of Customer Success

Essensys
01.2015 - 09.2020

Head of Infrastructure Operations

Essensys
10.2013 - 11.2015

Network Support Engineer

Essensys
01.2011 - 09.2013

Network and Desktop Administrator

Vantage
11.2009 - 12.2011

Co-Founder and Partner

11th Hour Productions
11.2006 - 11.2009

I.T. Infrastructure Support

IKEA
09.1996 - 11.2006

9 GCSE's

3 A Levels

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Jack Bhullar