Freedom High School

Lehigh University

Accelerating Cloud Innovation

Atlanta, Georgia, United States

AllCloud is an AWS Premier Consulting Partner, a Salesforce Platinum Partner and Snowflake Premier Partner, that is accelerating how organizations move to the cloud and enabling continuous innovation throughout their cloud journey. With a great team of marketers and alliance leaders in North America and EMEA, I am leading the global marketing and alliances strategy and execution of this hyper-growth organization.

AllCloud

Director of Customer Success

Enablo - Workplace from Facebook Partner

SalesLoft is the leading sales engagement platform, helping sales organizations to deliver a better sales experience for their customers. The company was founded in September 2011.

SalesLoft

Director

ThingTech develops technology solutions for organizations who need to enable real-time GPS data connectivity for existing assets, vehicles and field service technicians.

ThingTech helps our customers gain critical new insights into their routine operations so that they can streamline these operations to run more efficiently, and provide superior connected customer service experiences to their end-point customers.

Armed with these insights and improvements, ThingTech's customers have documented hundreds of  thousands of dollars in cost savings and new revenues, ultimately resulting in a profound effect on the top and bottom lines of these organizations.

As Chief Customer Officer I am responsible for all aspects of Customer Success for all customers -- post sales.  This includes implementation services,  training, go-live, post go-live support, renewals, and ongoing customer support, education, and satisfaction.

ThingTech

Chief Customer Office

Manage the global Cloud Management Team which provides support, and educational services for Accenture's Google for Work customers.  This includes Standard and Platinum levels of services.  Also member of the Senior Leadership Team for the Google Practice on the Cloud First team.

Accenture

Senior Manager, Cloud Management Google Practice

Key member of the Cloud Sherpas Senior Executive Team providing
insight and guidance on the strategic direction of the company. Cloud
Sherpas was purchased by Accenture in November of 2015.
-  Successfully launched and managed self sufficient global team of
support agents and account managers who are empowered and capable
of providing world class technical support, educational services, and
account management services to existing Google Apps customer base.
-  Overall responsibility for ensuring renewals of all recurring revenue
customers. Achieved less than 2% annual controlled churn rate on $40
million in recurring revenue while maintaining a low annual cost of less
than $0.01 per seat annually.
-  Successfully launched and implemented Premium Support offering for
largest Google enterprise customers. This included designated
Customer Success Managers, priority support response times,
infrastructure and system upgrades, global “follow the sun” support
model, and strategic consulting services.
-  Successfully launched and implemented an Admin Managed Service for
global Google enterprise customers. This service enabled large
enterprises to completely outsource the management and tasks
associated with their Google environment. Majority of serviced were
provided out of Global Delivery Center based in Manilla.
-  Developed detailed Account Plan program for Enterprise customers to
identify risks, new opportunities, and ensure customer satisfaction.
-  Implemented Customer Success program to identify at risk customers
early and institute battle plan to ensure customer retention.
-  Managed relationships with key executives at Google.

Cloud Sherpas

Vice President, Cloud Management

Identify areas of improvement in people, process, or product across all of
McAfee to achieve higher levels of customer loyalty.
-  Identify and work with chronically difficult customers to identify areas of
improvement and move them towards higher levels of customer
satisfaction.
-  Chair a cross department committee (including sales, marketing, support,
product management, engineering, etc.) comprised of Senior Executives
to track project progress, identify common goals, and share ideas about
ways to improve customer satisfaction and loyalty.
-  Member of Senior Leadership team for Customer Support Department.
Participate in major decisions including direction, new service offerings,
budgets, prioritization, goals, etc. for $1 Billion dollar department within
McAfee.

McAfee

Director of Customer Advocacy

- Manage and lead a team of 50 engineers who provide technical support
to Secure Computing’s messaging product line (IronMail) 24 hours a day.
-  Inherited a team and support organization that was in serious trouble with
massive customer complaints about quality and timeliness of
responsiveness. Managed all critical customer accounts to ensure no
customer was lost. Oversaw the implementation of an entirely new
process for logging and working customer issues, the conversion to a
new software system for tracking customer issues, conversion to a new
phone system, a move to a new facility, the hiring and training of 15 new
employees, creation of a new middle-management structure, as well as
the integration of his team into a new company following an acquisition.
-  Implement a career development plan within the Messaging Support
team which resulted in lowest overall team turnover for 2007.
-  Communicate with customers to resolve escalated critical issues,
mitigate difficult situations, to re-establish trust. This includes working
with senior executives at 60% of the Fortune 100.
-  Collaborate with Global Sales Team to answer support and services
questions, approve support related pricing exceptions, handle escalated
issues, and participate in customer presentations with sales and
marketing team.
-  Provide direction and leadership to international support teams located
India, Hong Kong, and United Kingdom.
-  Served as company representative at numerous Asian Reseller
conferences to establish business rules for support, present support
model outlining benefits to resellers, and address any outstanding
customer issues.
-  Provide weekly briefings to Senior Management Team on any escalated
customer issues.
-  Participate in weekly steering meetings with senior staff to provide input
on product direction, new features and functionality, release schedules,
etc.
-  Participate in sales presentations, opportunities, and negotiations as they
relate support and maintenance deals.

Secure Computing (purchased by McAfee)

Director of Messaging Support

Oversaw team of 10 Senior Engineers providing onsite installation,
training, and consulting services. This included all hiring and firing on
team.
-  Ensured 40% gross margins on annual revenues of $2.3 million.
-  Grew annual revenues from $600,000 to $2.3 million in one year.
-  Oversaw creation and roll-out of global training program for customers.
-  Implemented Customer Support Feedback system to gauge customer
satisfaction.
-  Established Authorized Training Center program to train, certify, and
support reseller’s providing training on IronMail product lines.
-  Created and performed role of “Customer Liaison” to interface with
unhappy and at-risk customers to ensure support issues were resolved in
a timely and accurate manner.
-  Participate in Sales Calls to discuss implementation methodology and
pricing justifications.
-  Participate in pre-installation planning sessions to ensure solution was
technically sound.
-  Established and implemented the companies Enterprise Account
Management Program as a high-end support model for our largest
customers. Conducted cost/benefit analysis, recommended pricing,
staffing projections. Grew program into revenues of $1.2 annually.

CipherTrust (purchased by Secure Computing)

Director of Professional Services

Primary responsibilities include managing a team of 15 professionals on
the implementation team, customer support team, product quality
assurance and quality control teams, split responsibilities of product
manager with one other individual, provided sales support on key
accounts, and served on the Management Team providing input on key
decisions regarding strategy and direction of the company.
-  Doubled number of product implementations in one year and decreased
the average implementation time frame from five months to six weeks,
while keeping team size consistent at ten consultants.
-  Responsible for establishing and implementing standard corporate
project installation and training methodologies.
-  Managed the creation of a new remote training curriculum which
decreased implementation costs by 25%.
-  Provided sales support including proposal language and presentations to
state DOT officials that resulted in the two largest accounts in company
history.
-  Created system to monitor actual vs. proposed project costs. Based on
these figures created a new pricing model for professional services.
-  Efficiencies in Professional Services team contributed to an increase in
revenue of 140% in one year. Expected revenues in 2004 will be 100%
increase over 2003.
-  Managed the selection and implementation of product defect and call
tracking software used by the Customer Support and QA/QC teams.
-  Implemented support systems enabling company to offer 24/7 on call
support and live business hours support for both east and west coast
customers.
-  Facilitated annual user conference for 40% of all RouteMatch customers,
a 400% increase from prior year. This included giving the two feature
presentations.
-  As Product Manager, created the requirements for four new product features
-  Mentored and managed the careers of 15 team members.

Doug Borse

Doug Borse