Christopher Cole, Customer Success Manager
Round Rock, 78664, USA, -,-, https://www.linkedin.com/in/christopher-cole-a65a4311/
SUMMARYDynamic Customer Success Manager with over 20 years of IT experience, skilled in cultivating robust client relationships and driving customer success initiatives. Achieved 100% customer satisfaction while generating record revenue. Proven track record in leading cross-functional teams and executing impactful Executive Business Reviews to align with strategic objectives. Eager to leverage expertise in account management and SaaS solutions to enhance the client experience and deliver measurable results.
WORK EXPERIENCE
03/2019 – 02/2024Technical Program Manager, Dell TechnologiesRound Rock Orchestrated Salesforce platform development and implementation, driving
comprehensive program development for new and optimized SaaS software solutions for executive stakeholders.
Facilitated global team coordination and cross-functional leadership to
align product architecture and tackle complex technical requirements.
Championed user acceptance testing to guarantee high-quality deliverables while effectively managing risks.
08/2015 – 03/2019Technical Account Manager, Dell TechnologiesRound Rock Established strong, strategic relationships within an enterprise-class
portfolio of corporate accounts in the Northeast US, driving renewals and achieving 100% customer satisfaction along with $779K in revenue for 2019.
Nurtured strategic relationships with all key stakeholders.
Acted as a trusted advisor and single point of contact for customer concerns and escalations, including C-Level stakeholder communications.
Focused on customer success by collaborating closely with cross-
functional teams to support client needs.
Directed impactful Executive Business Reviews (EBRs/QBRs) to demonstrate ROI and align with strategic goals.
Collaborated across the organization with Sales, Product, Engineering,
Support, and R&D teams to deliver world-class customer experience.
Took full ownership of the post-implementation customer lifecycle—from onboarding through expansion and renewal.
Devised and managed projects and training workshops to enhance
organizational efficiency.
06/2014 – 08/2015Project Manager, Dell TechnologiesRound Rock Executed the role of hiring manager for RR CPS, leading university
recruitment and a Veterans Hiring Program, onboarding five new CPS teams.
Oversaw sustaining programs, including onboarding, database
administration, asset management, and agent scheduling.
Enhanced hiring protocols to improve quality and reduce attrition.
06/2013 – 06/2014Client ProSupport Team Lead, Dell TechnologiesRound Rock
Supervised support specialists at West Point Military Academy, securing Dell’s USMA account and earning a Gold Significant Contributor Award.
Mentored technical support agents to optimize performance across the Client Early Life Support and Voice channel teams.
Managed CE Closed Loop and Corrective Action SharePoint for Client ProSupport.
06/2008 – 06/2013Round Rock ProSupport Case Mentor Site Lead / Analyst, Dell Technologies
Round Rock
Guided L1 technical support specialists, achieving over 90% Customer Experience satisfaction for seven consecutive quarters.
Contributed to initiatives such as the First Time Fix Tool, Quality Assurance Program Revamp, and Online Diagnostics Engine.
04/2005 – 06/2008GTS L1 Technical Support Specialist, Dell TechnologiesRound Rock Secured 100% customer satisfaction in communication quality, handling
sincerity, resolution, and time on call, maintaining an 88% resolution rate.
Decreased repeat dispatch rate by 2.6% compared to the floor average while achieving a
Reduction by Resolution.
01/2005 – 04/2005Senior Assistant, Dell TechnologiesRound Rock, Tx Enhanced Customer Care efficiency by identifying top call drivers and
addressing root causes.
EDUCATION
09/1995 – 05/1999The University of Texas at Austin
Bachelor’s Degree, Biology
Austin
Key Accomplishments
•Consulting Success | Integral consultant to the Executive Office of the President's (POTUS) Dell Secure Mobile Workstation Project, resolving critical issues at the White House West Wing, earning Q2FY11 Gold Significant Contributor Award.
•Consulting Success | Consulted for West Point Military Academy project, securing Dell's reacquisition of the USMA portable computer account. Consulted for Federal DoD, State Department, US Air Force
•Technical Account Management Success | Michael Dell Champion Award winner (2 years), 2 Gold Significant Contributor Awards (Q3FY14/15), 2 Silver Customer Experience Awards, and Q3 FY09 Circle of Excellence Award.
•Technical Account Management Success | Stakeholder Management: Achieved 100% customer satisfaction rating and $779K in TAM-driven revenue in 2019 as a Technical Account Manager.
•Program Management Success | Achieved 100% of deliverables on time, optimizing Salesforce software and adding additional features utilizing Agile project management
SKILLSSalesforce platform developmentTechnical Program Management Project ManagementSalesforce software
Agile project managementDatabase administration
Asset managementleadership
cross-functional team leadershipcustomer satisfaction Stakeholder Managementcommunication
Data AnalysisMicrosoft Excel
AdaptabilityProblem-solving
InfluenceStrategy Development
Relationship BuildingAccount Management
Analytical SkillsOwnership
Attention to DetailDiversity and Inclusion
