M
Marc Kaplan
Marc Kaplan
About
Detail
Vice President of Technical Services
United States
Strategic technology leader with 20+ years of experience building and scaling world-class enterprise support organizations. Proven track record of driving customer success for complex technical platforms used by Fortune 500 companies and millions of developers worldwide. Expertise in AI/ML-powered support systems, with demonstrated success leveraging LLM technologies to enhance customer experiences and operational efficiency. Skilled at building high-performing global teams, establishing technical account management programs, and fostering cross-functional collaboration that drives both customer satisfaction and business growth.
CORE COMPETENCIES
• Enterprise Support Leadership: Built and led global technical services organizations spanning support, Technical Account Management (TAM), customer success, and solutions architecture, consistently driving operational excellence and superior customer outcomes
• AI/ML Integration: Led enterprise-wide adoption of artificial intelligence, pioneering the deployment of LLM and machine learning solutions to optimize support workflows and deliver quantifiable improvements in efficiency, scalability, and customer satisfaction.
• Customer Success at Scale: Led support for enterprise customers of a platform used by 220,000+ sites, including Fortune 500 companies such as IBM, Cisco, Oracle, Disney, SAP, and MuleSoft
• Technical Account Management: Designed and scaled industry-leading TAM programs, driving over 60% ARR growth and elevating customer satisfaction by 15%
• Cross-Functional Leadership: Excel at partnering with engineering, product, sales, and marketing leaders to champion enterprise-wide customer experience initiatives and strategic projects
• Organization Building: Deep experience architecting and scaling support organizations from inception, including designing processes, infrastructure, and high-performing teams that drive measurable business value
CORE COMPETENCIES
• Enterprise Support Leadership: Built and led global technical services organizations spanning support, Technical Account Management (TAM), customer success, and solutions architecture, consistently driving operational excellence and superior customer outcomes
• AI/ML Integration: Led enterprise-wide adoption of artificial intelligence, pioneering the deployment of LLM and machine learning solutions to optimize support workflows and deliver quantifiable improvements in efficiency, scalability, and customer satisfaction.
• Customer Success at Scale: Led support for enterprise customers of a platform used by 220,000+ sites, including Fortune 500 companies such as IBM, Cisco, Oracle, Disney, SAP, and MuleSoft
• Technical Account Management: Designed and scaled industry-leading TAM programs, driving over 60% ARR growth and elevating customer satisfaction by 15%
• Cross-Functional Leadership: Excel at partnering with engineering, product, sales, and marketing leaders to champion enterprise-wide customer experience initiatives and strategic projects
• Organization Building: Deep experience architecting and scaling support organizations from inception, including designing processes, infrastructure, and high-performing teams that drive measurable business value
