Bill Walker
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Head of Customer Success Operations | Building Scalable Systems for Customer Growth
Charlotte, North Carolina, United States
Résumé
Jobs
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Head of Customer Success OperationsCyeraAug 2025 - Current (1 year 1 month)As Head of Customer Support & Success Operations at Cyera, I lead the global teams and systems that power every customer interaction. My role combines building Cyera’s first global support organization with scaling our success operations—ensuring that customers not only adopt our platform, but also achieve lasting outcomes. I’m passionate about creating customer experiences that are both personal and scalable. By blending operational discipline with innovation, I focus on equipping our teams with the tools, insights, and processes that allow them to deliver value faster and with greater impact. AI plays a central role in this transformation—helping us streamline workflows, reduce friction, and reimagine how Customer Success operates at sca- Head of Customer Success Operations and SupportCyeraAug 2025I lead Customer Success Operations and Global Support at Cyera, helping customers realize value quickly, scale confidently, and feel supported at every step of their journey. In this dual role, I’m building Cyera’s first global support function while continuing to drive CS Operations—streamlining processes, unlocking insights, and enabling our teams to focus on what matters most: customer outcomes. What drives me is the intersection of leadership, strategy, and innovation. I’m passionate about harnessing AI to eliminate friction, guiding Customer Success teams to operate smarter, and designing global frameworks that make growth sustainable. My approach balances the strategic with the hands-on—always pushing boundaries while ensuring operat
- Director, Customer Success OperationsCyeraMar 2024 - Aug 2025 (1 year 6 months)
- Senior Director of Partner Services ProgramsTaniumMay 2022 - Mar 2024 (1 year 11 months)I am helping Technology Partners build successful services practices with the amazing power of the Tanium Platform
- Director of Partner Technical Solutions EngineeringTaniumNov 2021 - May 2022 (7 months)
- Director of Customer SuccessTaniumApr 2019 - May 2022 (3 years 2 months)
- Director of Customer SuccessTaniumApr 2019 - Jan 2022 (2 years 10 months)
- Director of Customer SuccessMicrosoftJul 2017 - Apr 2019 (1 year 10 months)Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world. Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet. In my role as a Customer Success
- Director of Technology StrategyMicrosoftOct 2016 - Jul 2017 (10 months)Leads a team of Technology Strategists across the southeast United States responsible for aligning Microsoft's cloud services to customers' business priorities at the 150 largest corporations headquartered in the South. Our team is helping to revolutionize the way our customers' work and engage with their employees and customers through cloud services - and fomenting a cloud services strategy built on Microsoft's Azure intelligent cloud, Office 365 productivity services on any device, Enterprise Mobility Suite cloud security, Dynamics 365 business process services and Windows 10.
- Director, Windows SupportMicrosoftSep 2011 - Oct 2016 (5 years 2 months)• Responsible for performance management, logistics, financial performance, and hiring decisions for organization of over 300 people • Coordinate service delivery with global executives across India, Japan, China, Europe and South and Central America • Provide budgeting, forecasting, and planning leadership for Microsoft Windows Support organization • P&L Responsibility for Travel, Hardware, Personnel and Computer Hardware • Develop support delivery strategy for Microsoft's Devices business
- Group ManagerMicrosoftJan 2008 - Sep 2011 (3 years 9 months)• Provided leadership and vision for North American SQL Server and BizTalk Server support teams • Improved Customer Satisfaction scores from 68% Very Satisfied to 78% Very Satisfied in 2 years • Provide executive updates to senior executives in Microsoft SQL Server and Microsoft BizTalk Server product groups
- Escalation ManagerMicrosoftFeb 2005 - Jan 2008 (3 years)• Managed software engineering team of 12 employees, responsible for executive-level escalations working with Microsoft’s Premier customer segment • Worked with product teams in Redmond, WA on software escalations and critical product design changes. Acted as final tier of troubleshooting support for all Microsoft Exchange issues. • Developed "pod" support model which increased customer satisfaction, expanded technical breadth of the team, and greatly improved the customer experience by utilizing teams of engineers to solve single problems • Managed and procured all hardware assets for over 100 engineers, managers and administrative assistants including printers, PCs, laptops, phones, and monitors • Hiring manager responsible for screening,
- Team ManagerMicrosoftMay 2001 - Feb 2005 (3 years 10 months)
- Support EngineerMicrosoftFeb 1998 - May 2001 (3 years 4 months)
- Infrastructure EngineerErnst YoungSep 1993 - Feb 1998 (4 years 6 months)Performed daily care and feeding of Ernst & Young's Washington D.C. data center serving the Greater Mid-Atlantic region
Education
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- B.A. English, Minor in EconomicsEast Carolina UniversityJan 1989 - Jan 1993 (4 years 1 month)
Projects (professional or personal)
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