Keith Ausderau

KEITH R. AUSDERAU, II Kingsport, TN | - |-| LinkedIn TECHNICAL ACCOUNT MANAGER | CUSTOMER SUCCESS LEADER | SOLUTIONS CONSULTANT Proven TAM and Customer Success professional with 10+ years in client-facing roles across enterprise SaaS, observability, and ITOM platforms. Specializes in driving customer engagement, onboarding success, and long-term value realization. Trusted advisor to enterprise clients such as Dell, US Bank, and Neiman Marcus-building lasting relationships and ensuring product adoption, upsells, and satisfaction. Adept at translating business needs into scalable technical solutions, coordinating cross-functional teams to deliver results, and guiding customers throughout the lifecycle journey. PROFESSIONAL EXPERIENCE Dell Technologies Apr 2024 - Present Principal Engineer (Moogsoft Cloud TAM) Remote • Served as Technical Account Manager for Moogsoft Cloud observability tools across Dell's enterprise environment, enhancing tool adoption and customer satisfaction • Led weekly syncs and implementation calls with technical teams, successfully meeting adoption milestones and improving team collaboration • Spearheaded Cribl integration to optimize data ingestion into Moogsoft Cloud, resulting in improved data processing efficiency • Partnered with infrastructure teams to collect monitoring requirements across storage, network, and firewall domains, ensuring comprehensive coverage and improved system monitoring • Drove alignment between engineering, platform, and business units, achieving operational success and enhancing cross-functional collaboration Moogsoft (via Dell Technologies) Jun 2022 - Aug 2023 Technical Account Manager / Customer Success Engineer Remote • Managed enterprise accounts including US Bank, SVB, Merck, and Neiman Marcus through onboarding, deployment, and adoption phases. • Conducted discovery, enablement, and lifecycle check-ins to define success criteria and monitor engagement. • Delivered workshops, training, and post-sale technical guidance, ensuring a smooth go-live process. • Advocated for customer needs with product teams, enabling enhancements that improved usability and satisfaction. • Provided insights on usage patterns and KPIs to stakeholders, driving retention and upsell opportunities. Foulk Consulting (formerly J9 Technologies) Jan 2022 - Jun 2022 ITOM Consultant Remote • Designed and delivered IT operations solutions, mapping product features to business goals, which improved client operational efficiency and satisfaction • Advised enterprise clients on best-fit configurations and timelines for deployment, resulting in smoother implementation and increased client satisfaction • Supported post-sale lifecycle planning and strengthened client partnerships through strategic consulting, leading to higher client retention and expansion Foulk Consulting Apr 2018 - Dec 2022 Technical Account Manager / Senior Support Engineer Remote • Delivered ITOM/ITSM support for HP/MicroFocus tools, managing ticket queues and escalation paths via Zendesk and Freshdesk. • Conducted client QBRs, upgrade planning, and environment health reviews, leading to enhanced client relationships and smoother upgrade processes • Provided pre-sales technical engagement, ensuring alignment between client needs and proposed solutions, which resulted in successful client onboarding and increased sales conversions • Maintained internal documentation and coordinated updates across consultants, management, and clients, ensuring consistent communication and streamlined project execution • Supported implementation efforts and worked across sales, engineering, and product teams, facilitating successful project launches and fostering cross-functional collaboration J9 Technologies Jan 2014 - Apr 2018 Support Team Lead / Senior Support Engineer Remote • Built and managed a team of Support Engineers. • Managed the Technical Partnership between HPE/Micro Focus, ensuring that the technical needs were addressed with the vendor. • Managed support escalations for HPE and Aternity customers, maintaining SLA compliance and reporting to executive leadership. • Facilitated quarterly client support reviews and operational status reporting, enhancing transparency and client trust • Provided backup for field engineers and oversaw internal IT and lab environments. • Handled technical documentation and client-side installation issues using enterprise SaaS tools like Moogsoft, improving installation efficiency and reducing errors Computer Science Corporation (CSC) 2009 - 2014 Wintel Engineer / Systems Integration Specialist • Maintained and upgraded Windows server environments for Boeing as part of critical infrastructure projects. • Managed virtualization migrations (P2V, V2V) using VMware and supported HP BAC/BPM monitoring. • Ensured high availability of enterprise applications through proactive issue resolution and patching. Remote TD Bank / The South Financial Group 2006 - 2009 Application Support Analyst Remote • Provided 24/7 support for batch jobs, SQL data feeds, and financial applications using Remedy, ensuring uninterrupted service and quick resolution of issues • Conducted SQL queries for reporting and supported internal rollout testing and disaster recovery events, enhancing data accuracy and system reliability AV Lifestyles 2005 - 2006 Home Automation Installer Remote • Installed and programmed custom home theater and automation systems using Crestron and Lutron technologies, enhancing user experience and system efficiency CallTech Communications (BellSouth) 2004 - 2005 Presidential Escalations Technical Support Remote • Resolved critical technical issues for DSL customers, providing specialized router and modem support, which improved customer satisfaction and reduced downtime CORE SKILLS • Technical Account Management, Customer Lifecycle & Success Planning, Enterprise SaaS / Observability (Moogsoft, Cribl), Post-Sales Technical Consulting, Pre-Sales Enablement & Demos, Onboarding & Training Programs, CRM Tools (Zendesk, Freshdesk), Cross-Functional Collaboration, ITOM / ITSM Solutions, QBRs, Retention & Expansion Strategy