Sales Customer

Lon Brill, MBA

**** **** **** ****** 347-***-****

Dallas, TX 75248 adind8@r.postjobfree.com

SUMMARY:

Experienced Post Sales Organization leader with high track record of high performance (increased revenues, bookings, customer satisfaction and reduced churn rates). Have built and run Professional Service, Customer Success and Technical Support functions in various technology vendor organizations. Strong engineering professional skilled in Business Planning, IT Strategy, Data Center, Management, and Software as a Service (SaaS).

CITIZENSHIP:

Dual – U.S./Canada

EXPERIENCE:

09/19 – Present Aerwave, Inc.

SVP, Customer Success and Support

Built Customer Success and Technical Support teams (internal, remote and outsourced teams) from scratch in early stage startup in the Networking, SAAS space.

Defined, built, and executed post sales strategy from customer onboarding, to account management to issue(s) resolution.

Created and managed budget for all post sales resources.

Created all Customer Success processes, tools and metrics to be utilized to establish and ensure effective Customer Success programs and enablement experiences.

Created and established 24/7 Technical Support program consisting of 5 levels of escalation and effective management of customer issues and satisfaction.

Trained, mentored, and managed Customer Success and Technical Support teams.

Procured, setup and customized all tools used by post sales teams including CRM, Ticket System, Chat Messenger, and Online Phone System.

11/18 – 08/19 Sabbatical

04/17 – 11/18 ECI Software Solutions Dallas, TX(Home Office)

Director, Customer Success and Professional Services

Reduced Customer Churn rate from 11% to 5% by revamping customer onboarding process.

Worked with customers in collections to resolve issues and collect over $100k in previously lost revenue.

Increased revenue, customer adoption and renewals (15%) while decreasing customer churn rates.

Successfully rearchitected consulting billing model whereby consulting time and revenue increased by 50%.

Managed and Led Project Management Office, Customer Onboarding, Scheduling and Consulting delivery team(s) (internal, remote and outsourced contractors) including both delivery as well as operational and process improvement internally.

Managed P&L and revenue targets via KPI and businesses processes.

Designed new service offerings.

Managed team of senior delivery consultants for all phases of PS engagements (scoping, planning, design, deployment, customer sign off/closeout).

Positioned and sold advanced service offerings to customers.

Resolved complex customer issues from the business level down to front line delivery.

Created Job Requirements and actively engaged in search for new talent.

Served as a mentor to direct reports, helping develop new technical and soft skills through the development and use of individualized training plans.

06/16 – 04/17 Citrix Dallas, TX

Lead Sales Engineer

Pre-Sales Engineer for the TOLA (Texas, Oklahoma, Louisiana, Arkansas) geographical region.

Achieved 125% of yearly sales quota.

Conducted Technical activities for the Citrix Netscaler line of products.

Provided Customer Demos and Proof of Concept efforts to drive successful closing of product sales.

Delivered product presentations and demonstrations at customer events.

01/11 – 01/17 Fast Lane Billing Services, LLC Dallas, TX

CEO/Founder

Owned/operated medical billing company specializing in reimbursement, revenue and back office billing solution for Mental Health professionals/practices. Services provided:

Insurance Credentialing

Coordination of Benefits

Pre-Authorization and Pre-Certification

Insurance Billing (All major Insurance Providers, Tri-Care, Medicare/Medicaid for both credentialed and non-credentialed providers)

Patient Billing

Capitation Management

Charge Capture Audits

Claims Transmission

Payment Posting

Insurance/Patient follow up

Post Payment Audits

Monthly Financial Reporting

11/15 – 06/16 Netskope, Inc. Dallas, TX (Home Office)

Principal Consultant (Managing), Professional Services

Created formal scoping and process improvement for engagements and increase services revenue by 25% and bookings by 53%.

Built out new global Professional Services organization for delivery of SAAS, Cloud and On-Prem solutions.

Cross managed and coordinated efforts with Customer Success team.

Managed/mentored team of senior delivery consultants for all phases of PS engagements (scoping, planning, design, deployment, customer sign off/closeout).

Tracked P&L via use of KPI surrounding headcount, utilization, revenue and expenses.

Actively engaged with HR in the recruiting/hiring of new talent within the Professional Services and Customer Success organizations including headcount for consultants, customer success managers, trainers and contractors

Designed new service offerings

Used best practices to create and implement Standard Operating Procedures within Professional Services.

Provided consulting/training delivery of Netskope products (CASB visibility, DLP, network/security architecture) to global enterprise level customers.

09/08 – 11/15 Riverbed Technology Dallas, TX (Home Office)

Lead Consultant (Managing), Professional Services

Responsible for highest amount of consulting revenue delivered for 3 years running world-wide.

Mitigated most critical accounts and was able to ensure delivery of over $25m total revenue and $30m in bookings.

Onboarded, mentored, and trained 7 top performing consultants.

Managed a team of principal consultants, responsible for business development and delivery of consulting engagements for Riverbed solutions including SAAS, Cloud and On-Premises.

Co-established customer success team

Facilitated promotion of new processes and tools within the consulting delivery and customer success teams.

Independently managed complex customer situations, coordinating the actions of the Account Team, Riverbed Professional Services and Engineering.

Involvement in pre-sales efforts including providing leadership, guidance to PMO and PS sales teams during scoping of services and creating proposals.

Provided technical expertise for design, configuration, installation, instrumentation and management of Steelhead Application Performance Platform solutions; including working with and serving as the role of Project Manager for delivery engagement when called for.

Created and delivered presentations both to customers and internal Riverbed teams (PS Executive Management, Sales Account, PMO, Consulting Delivery)

Delivery of Riverbed training courses utilizing Riverbed course material and ELAB training environment for all of Riverbed WAN Optimization core solutions.

Owned the overall post-sales technical relationship with named customers and was responsible for total customer experience for those assigned accounts.

Facilitated strategic reviews to align business and technical goals with Riverbed plans.

Contributed towards knowledge management within Riverbed Professional Services, particularly with respect to customer case studies, experiences, and practice.

Identified new business opportunities for Riverbed.

2002 – 2008 Technical Positions Held New York, New York

Network Engineer Fire Department of New York

Network Engineer Mackay Shields, LLC

Systems Engineer Intralinks, Inc.

MANAGERIAL SKILLS:

Business Process: Creation, Automation, Measurement, Accounting, Improvement

Team Building: Recruiting, Onboarding/mentoring, Career building.

Professional Services: Delivery, Project Management, Sales, training, process improvement

Customer Success: Onboarding, Adoption, ROI, Customer Relationship Management, Renewals

Technical Support: Process, Escalation, Customer Satisfaction

TECHNICAL SKILLS:

CRM/Analysis: Salesforce, Tableau, Intuit Quickbase, Exact Macola, Hubspot, Freshworks

Cloud: Azure, AWS

Phone: Mightycall, Ringcentral

Project Management: MS Project, Basecamp, Asana, Jira

Office: Word, Excel, Powerpoint,Visio

Networking/Security: Cisco, Juniper, Citrix, Riverbed, Netskope

EDUCATION:

University of Louisiana at Lafayette Lafayette, Louisiana

Master’s in business administration

Brooklyn College Brooklyn, New York

Bachelor of Sciences – Computer and Information Science

CERTIFICATIONS:

Six Sigma White Belt

Citrix Certified Professional (CCP-Networking)

Citrix Certified Sales Professional (CCSP)

Riverbed Certified Solutions Instructor (RCSI)

Riverbed Certified Solutions Professional (RCSP-W)

Cisco Certified Internetwork Expert (CCIE Routing and Switching) – CCIE # 23174

Cisco Certified Network Professional (CCNP)

Cisco Certified Network Associate (CCNA)

Microsoft Certified Professional (MCP Windows 2000 Server)

Microsoft Certified Professional (MCP Windows 2000 Professional)

CompTIA A+ Certification

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