David Coughlan
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Vice President, Customer Success
Washington, United States
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Vice President, Customer SuccessQumuloAug 2021 - Current (5 years 1 month)Leading a globally distributed Customer Success organization responsible for support, customer success management, and professional services. Built and scaled a delivery model that has sustained an NPS of 80+ for four consecutive years — consistently among the highest in enterprise infrastructure. Drove industry-leading retention and renewal rates through a high-touch, always-available engagement model that gives customers direct access to engineers via Slack and Teams. Partnering closely with Sales, Product, and Engineering to ensure the voice of the customer shapes every major decision.- Snr Director, Customer SuccessQumuloApr 2020 - Aug 2021 (1 year 5 months)Joined Qumulo to redesign the customer-vendor relationship from the ground up — moving from a traditional support model to a proactive, customer-centric success model. Established the foundational CS team structure, engagement playbooks, and metrics framework that would go on to deliver sustained top-decile NPS performance. Elevated the role of Customer Success as a growth driver, not just a retention function.
- Global Leader - Isilon In Market Sustaining EngineeringDell EMCOct 2017 - Apr 2020 (2 years 7 months)I joined the Isilon In Market Engineering (IME) team and an exciting milestone in the teams development and sucessfully grew the team from 10 to 50 engineers globally in less than 2 years. We executed an aggressive growth strategy to expand our IME sustaining engineering group from a predominantly Seattle based team to a true global organization adding skilled software engineers and leadership in Shanghai, China and St Petersburg, Russia. Our goals • Reduce our TTR - From initial engagement to a code fix • Ensure seamless communication and collaboration between Support, Sustaining and Core development, with positive customer outcome as our single focus • Hire and retain the very best Scale Out NAS engineering team in the industry • Keep
- Director, Dell EMC- Isilon Customer ServicesDell EMCAug 2013 - Sep 2017 (4 years 2 months)As Director of Dell EMC Isilon Technical Support I provided leadership and direction to our 350+ worldwide support engineers and managers at a time of rapid growth. Core functions • Ensure all people, process and technology goals align to drive Customer Satisfaction and continue to achieve CSAT results in the high 90's. • Meet with customers at all levels in both a proactive Sales/EBC role and reactive post event analysis/reviews • Ensure the smooth introduction of new products to the market, with supportability and serviceability to the fore • Lead teams with focus on attracting and retaining the very best talent in the industry • Establish and grow global teams to provide 24x7 support via multiple channels • Implemented the Critical Reco
- Global Leader - Solutions Support GroupDell EMCDec 2010 - Aug 2013 (2 years 9 months)• Established a new team to take direct customer calls, and internal consults from all business units for Application, OS, Datebase and customer environment issues relating to EMC products • Developed new process for engagement with a focus on achieving a true Solutions Support model within the EMC support business • Operated in the key OS areas such as Microsoft, Red Hat, AIX, HP-UX and application areas such as Oracle, SAP, Outlook, SQL, etc.. • Established teams in all geographic areas • Managed multi-vendor support contracts and relationships to ensure multi-vendor support was available on critical issues
- Snr. Manager Technical SupportDell EMCNov 2008 - May 2011 (2 years 7 months)• Manage day to day operations in a very busy and always changing environment ensuring that EMC customers are always at the center of everything we do • Manage teams and individuals with a focus on management development, technical development, staff hiring and retention • Manage business operations to ensure KPI’s - both local and global are achieved. • Key operational metrics include - Service Level Objectives - Customer Satisfaction - Time to Resolution • Managing critical customer situations to ensure timely and effective resolution • Manage support relationships and contracts with many external vendors such as Microsoft, Oracle, SAP, VMware and RedHat.
- Global Services, Project ManagervmwareJul 2007 - Nov 2008 (1 year 5 months)Responsible for the delivery of all Global Service technology projects from Requirement to Implementation. The purpose of the role was to act as a catalyst for change within a very fast growing organization trying to keep pace with the company’s enormous sales growth. Primarily responsible for implementation of major CRM and Phone related systems on the Siebel/Avaya platforms
- Manager. Technical SupportEMCApr 2003 - Jul 2007 (4 years 4 months)Managed the EMEA Level 1 Software Assistance Center (SAC) through many major changes while maintaining focus on Customer focused KPI’s and individual development plans for engineers
- EMC Customer Service – Senior Technical Support EngineerEMCOct 2000 - Apr 2003 (2 years 7 months)• Working with EMEA Level 2 support team assisting customers to resolve issues relating to EMC products and interoperability with other vendor hardware and software products • Multiple visits to customer sites around Europe to resolve critical issues
- PYears prior to Dell EMC - Technical, Managament, Consultancy postions in Ireland and UKPrior YearsOct 1992 - Oct 2000 (8 years 1 month)IT Consultant, Colman Computer Services, Cork Rd. Fermoy, Ireland (3 years) IT Support Analyst - Hodder Headline Publishing, London, England (1.5 year) Repair and Diagnostic Technician – Apple, Cork, Ireland (4 years)
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