Summary
Overview
Work History
Education
Skills
Professional Highlights
Timeline
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Brian MOSS

Alpharetta

Summary

Dynamic leader with a proven track record at Microsoft, excelling in team development and strategy implementation. Achieved +104% attainment in Azure Consumed Revenue while fostering trusted advisor relationships. Expert in account planning and consumption growth, driving service renewals and enhancing customer success through innovative solutions and effective coaching.

Overview

19
19
years of professional experience

Work History

DIRECTOR, Customer Success

Microsoft
04.2022 - Current
  • Leader of a team of Cloud Solution Architect at Microsoft, engaging with our core customers to understand their business goals and how they can leverage Azure solutions to support the attainment of those business goals.
  • Assisted team in orchestration of the MCEM 5 stages of sales process to ensure that the collective team focuses on customer success, helping customers achieve and exceed their desired outcomes with Azure while using the services they procured.
  • Performs assessments and analyses to optimize against relevant business goals measured by business and adopt key performance indicators (KPIs), success measures, and customer expectations, depending on the type of engagement.
  • Coached team to achieve +104% attainment 150M in Azure Consumed Revenue (ACR) and +30% Net New Revenue (NNR) in Fiscal year.
  • Coach the team on preventing Churn by providing them with strategies on way to identify accounts that might be at risk of churning and give the team guidance on how to turn those accounts around.
  • Partnering with customers and team members to help them strategize their digital transformation and drive their success on Microsoft Azure.
  • Coach and enable my team to accelerate Azure projects to production, including guidance on architectural and how to overcome customer support issues.
  • Drives greater consumption with customers based on analysis of both usage and needs. Leverages insights to provide guidance and recommendations to customers.
  • Lead team to actively engage accounts to drive services consumption and up-sell and cross-sell based on strategic plans and needs.
  • Consistently coach my team to provide accurate forecasts, assess risk, and identify exceptional performance plans in weekly deal and pipeline reviews with senior management.
  • Report on monthly, quarterly, and annual sales targets and deliver business insights, trends, and analysis to drive ongoing performance improvements to M3 and GM.
  • Successfully coaches the team to excel at engagement management and forecasting accuracy to successfully plan and prioritize weekly, monthly, and quarterly engagements, e.g., through joint customer calls.
  • Work with C-level leaders of customers to partner with them as they look to achieve their business goals.
  • Worked with our partners CSP’s and MSPs to ensure that we are helping our customers with their Azure, M365 and Dynamic solutions.

Senior Manager, Customer Success Services

Citrix
10.2019 - 04.2022
  • Team manager with responsibilities for a geographically dispersed team of 12 Customer Success Account Managers supporting 90+ enterprise support customers with $180 million in total portfolio revenue.
  • All aspects of people management include performance evaluation, quarterly and annual reviews, and interpersonal conflict resolution.
  • Functioned as an escalation path for customer accounts to coordinate the allocation of additional resources for issue resolution.
  • Defined Team Lead Program for global organizations to provide growth opportunities, increase team engagement, and allow Managers to focus on process/program growth.
  • Developed structured career development progression plan with collateral intended for standardizing evaluation of team members and for TAMs and CSAMs to develop a clear career growth plan.
  • Experienced in managing departmental budget through effective application of cost reduction and technological tools.
  • Ensured delivery costs are within or better than the delivery costs committed within the approved Citrix account model.
  • History of driving increasing premium service renewal rates and net new sales through engagement and relationship building with customers and customers facing account teams.
  • Prepared, presented, and contributed to the promotion of team members in accordance with performance excellence and feedback.
  • Reduced customer support ticket backlog by over 50% by carefully reviewing long-lived issues and identifying methods of resolution.
  • Conceived, developed, and implemented mentoring programs to bridge the gap between initial training and field success, increasing success of newer and junior engineers and customer satisfaction.
  • Developed and implemented customer-faced documentation designed to function as contract summary with the goals of identifying value of service to parties that may not be directly involved in the day-to-day operation of the service.
  • Functioned as point of escalation for customer issues. Coordinated resources to address Red Account Issues including the alignment of multiple technical teams to speed up the resolution of issues to customer satisfaction.
  • Developed process improvement plans to increase CSA morale, and increase customer loyalty and satisfaction.

Principal Customer Success Account Manager (CSAM)

Citrix
03.2011 - 06.2017
  • As Technical Account Manager for Citrix Customer Success, I manage a portfolio of strategic enterprise customers and serve as their support advocate within Citrix ensuring they realize the value of their investment while building strong post-sales relationships.
  • I coordinate cross-functional resources from support, consulting, sales, and product teams, to ensure the account is receiving the highest level of support proactively.
  • Managed a book of business that included twelve fortune five hundred accounts with a collective spend of $54M with Citrix licenses and services annually.
  • Ensured customers receive a return on their investments (ROI) in our products and solutions.
  • Establish credibility in leading meetings, driving conversations to push deals forward across a broad network of players, both internal and external, taking responsibility for project management related to Citrix platforms and Windows 2016 Server.
  • Demonstrates impeccable communication skills regularly interfacing with C-level executives, and provide knowledge transfer and training to internal peers, partners, and customers.
  • Builds formal networks with key decision makers and serves as external spokesperson for Adobe.
  • Worked on strategy sessions with key individuals on teams in broader ecosystem and actively communicates bi-directionally to foster strong relationships and support capacity.
  • Responsible for overall demo environments as it relates to design and performance.
  • Provide client-facing presentations around technical architecture, product capabilities, and innovation.
  • Kept current with trends on how we and other internal business units leverage technology.
  • Develop and maintain the best practices for Pre-Sales internal processes and customer onboarding processes.

Senior Technical Support Engineer, Technical Support

Citrix
01.2007 - 12.2011
  • As a Software Support Engineer at Citrix Systems, I provided technical assistance to System Administrators and IT professionals at our customer and partner sites.
  • Resolved complex customer network, software, & hardware issues via phone and email for all the currently supported Citrix core products.
  • In-depth problem analysis on Citrix products and their integration into enterprise-wide mixed environments.
  • I worked as a member of the Offline Support team where I worked closely with Citrix Escalation & Dev Analysis to solve complex code level issues.
  • Senior level technical resource for all new and existing technical support engineers. Travelled to Bengaluru India to train and mentor all the Technical Support engineers.

Education

Bachelor of Science - Computer Information Systems

Master of Science - Business Management

Skills

  • Team Development
  • Strategy Implementation
  • NNR Achievement
  • Service Renewals
  • Account Planning
  • Service Delivery
  • Hiring and Onboarding
  • Information Security
  • Consumption Planning
  • ACR Growth
  • Trusted Advisor

Professional Highlights

  • Managed the renewal and expansion of a customer base representing over $180M in annual recurring revenue (ARR).
  • Led efforts in expanding service to a business-to-business (B2B) and B2C customer environment that added automation and reduced the level of effort across multiple teams.
  • Daily strategy meetings with C-Suite leaders of SMB and Enterprise level accounts.
  • Led the team in achieving 100% renewal rate of Unified Support Contract, Enterprise TRM Contracts and Pro-Direct Support Contracts.
  • Led team to increase customer consumption and commitment at 115% contract agreement.
  • Awarded Manager of the Quarter for Exemplary leadership 3 years consecutively in SMB at Microsoft (2022-2025).
  • Developed and coached team successful AI and Fabric solutions play for SMB organization.
  • Consistently achieved +104% team performance against annual targets by optimizing sales methodologies and technical enablement.
  • Managed the planned and executed our bi-annual technical Azure 3-day bootcamp for 210 Cloud Solution Architects.
  • Planned and hosted AI, Data and Security customer workshops at Microsoft Atlanta campus (100+ attendees).
  • Directed and monitored the successful delivery of practice through process enablement, renewal management, lead development, customer sentiment, and risk management.
  • Drove efforts in leading the onboarding, adoption, and expansion through collaboration with internal teams across sales, engineering, product management, and customer service.
  • Completed quarterly portfolio reviews to ensure service delivery quality and alignment of customer business goals to specific objectives.
  • Planned and executed strategic and operational project initiatives covering process improvement, quality performance measurement, operational efficiency, and employee and service line alignment.
  • Assist in daily orchestration with different members of the account team to strategize and collaborate to achieve the desires of our customers.

Timeline

DIRECTOR, Customer Success

Microsoft
04.2022 - Current

Senior Manager, Customer Success Services

Citrix
10.2019 - 04.2022

Principal Customer Success Account Manager (CSAM)

Citrix
03.2011 - 06.2017

Senior Technical Support Engineer, Technical Support

Citrix
01.2007 - 12.2011

Bachelor of Science - Computer Information Systems

Master of Science - Business Management

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Brian MOSS