Cillian Hurley

Experience

• 

  General Motors

  Jan 2008 - Jul 2011

  Funding Specialist
• 

  Apple Inc.

  Aug 2011 - Oct 2011

  Financial Services Administrator
• 

  VMware

  Oct 2011 - Jul 2017

  • Client Account Manager

    Nov 2015 - Jul 2017

  • Support Representative - Client Success Team - VMware vCloud Air

    Nov 2013 - Nov 2015

  • Customer Solutions Specialist

    Oct 2011 - Nov 2013
• 

  OVHcloud

  Jul 2017 - May 2021

  OVHcloud is a global, hyper-scale cloud provider that offers businesses industry-leading performance and value. Vertically integrated to own its network, server technology and green data centers, OVHcloud operates more cost effectively and passes these benefits back to customers. Controlling each step in the global solution allows OVHcloud to provide the best performance, price, security, and customer service in the industry. • Perform initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customers lifecycle.• Execute a detailed onboarding plan that will lead into mapping out and delivering multiple customer success plans• Conduct on-site quarterly business reviews to ensure continuous alignment enabling delivery against the client’s business goals.• Monthly service reviews to monitor and act upon net promoter scores provided by the customer.• Provide customer feedback to product management, marketing and sales on what continuous improvement is needed in the user experience.• Prioritize & drive escalations to successful resolution on behalf of the client.• Review root cause of all escalated service requests and deliver analysis including preventative actions to ensure continuous improvements.• Lead client negotiations, with key stakeholders, through complex renewal processes to drive revenue growth while strengthening client relationships.• Partner closely with the relevant internal teams (Finance, Legal & Senior Leadership) to secure approval for the contractual terms negotiated in line with internal policies.• Currently manage enterprise-level customers who generate €500k monthly recurring revenue. Show less • Take ownership at a customer level of individual and mass migration procedures.• Present OVH US strategy and migration options to customer and partner executives and OVH technical leadership.• Coordinate resources within the PS group and other stakeholders to deliver on customer migration objectives.• Work collaboratively with Product Management and Engineering and other stakeholders during the migration phase.• Document best practices & migration references for developing and deploying OVH service provider solutions.• Effectively act as a PS Project Manager ensuring that the team is successful on delivering migrations to managed timelines. Show less

  • Senior Customer Success Manager

    Feb 2019 - May 2021

  • Migration Consultant - Professional Services

    Feb 2018 - Feb 2019

  • Senior Client Account Manager

    Sept 2017 - Feb 2018

  • Client Account Manager

    Jul 2017 - Sept 2017
• 

  Ascend Cloud Solutions

  May 2021 - now

  Manager of Operations