Nick Chehreh

Experience

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  NetApp

  Jan 2006 - Jan 2016

  - Established and maintained professional relationships with customers and Support Center staff to facilitate account management and client support services to ensure quality customer service and support.- Identified and addressed customer critical technical and non-technical issues in order to coordinate support tasks; effectively resolved escalated or complex customer issues in collaboration with cross-functional staff.- Monitored customer systems using phone home tools to identify potential issues and trends; made effective recommendations to ensure consistent usability and optimal performance of the systems.- Delivered customer education and support in an effort to enhance satisfaction, ensure quality control, expand accounts, and increase sales; manage, monitor, and maintain assigned customer accounts.- Facilitated effective training programs and mentored junior team members. Show less - Managed a staff of 15 team members who were responsible for customer support case movement within the Global Support Center to expedite case resolution, and increase customer satisfaction.- Managed critical customer escalations and coordinated the resources to expedite the resolution of the issue; developed comprehensive problem resolution plans and presented customized solutions.- Identified and influenced process improvements for new opportunities; developed effective strategies, improved engagement, built productive multi-geo relationships, and reinforced internal standards that reduced case backlog by 15%.- Delivered timely and effective communications with internal stakeholders; presented frequent updates on case progression and metrics.- Worked in collaboration with cross-functional teams to develop and maintain action plans for case progression as well as the creation/enhancement of operational processes. Show less - Led an internal team tasked with reducing the number of Severity 1 support cases. Created an automated customer health scorecard that was adopted globally and reduced the number of Severity 1 support cases by 10%.- Established and maintained professional relationships with customers, businesses, and staff to facilitate account management and client support services and ensure quality customer service and support.- Identified and addressed customer critical technical and non-technical issues and coordinated support tasks; effectively resolved escalated or complex customer issues in collaboration with cross-functional staff.- Monitored customer systems using phone home tools to identify potential issues and trends; made effective recommendations to ensure consistent usability and optimal performance of the systems.- Delivered customer education and support in an effort to enhance satisfaction, ensure quality control, expand accounts, and increase sales; managed, monitored, and maintained assigned customer accounts. Show less

  • Senior Support Account Manager

    Jan 2012 - Jan 2016

  • Operations Manager

    Jan 2011 - Jan 2012

  • Support Account Manager

    Jan 2006 - Jan 2011
• 

  BMC Software

  Jan 2016 - Jan 2018

  Senior Customer Success Manager

  - Responsible for $6.2M in ARR.- Established strong relationships with key customers, resulting in increased customer loyalty.- Conducted training and mentored team members to promote productivity and communication skills.- Delivered customer education and support to enhance satisfaction, and ensure quality control.- Provided customer and market feedback to the product team to help build features and solutions.- Monitored metrics and developed actionable insights to improve efficiency and performance. Show less

• 

  Orange Wave Group

  Jun 2016 - Jan 2021

  Co-Founder

  - Managed day-to-day operations of a five-person consultancy.- Generated and maintained key customer relationships.- Facilitated Whole Brain workshops to improve team dynamics and communication.- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.- Improved communication at all levels, transforming company culture into a more productive atmosphere.- Leveraged on-site observation and personal interviews to identify the team and individual strengths. Show less

• 

  Pure Storage

  May 2019 - Feb 2022

  Senior Support Account Manager

  - Responsible for $80M in revenue- Maintained a company NPS score of 86%.- Established strong relationships with key customers, resulting in increased customer loyalty.- Conducted training and mentored team members to promote productivity and communication skills.- Delivered customer education and support to enhance satisfaction, and ensure quality control.- Provided customer and market feedback to the product team to help build features and solutions.- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.- Monitored metrics and developed actionable insights to improve efficiency and performance. Show less

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  Device42

  Mar 2022 - May 2023

  Senior Customer Success Manager

  - Responsible for $5M in ARR.- Saved $200,000 in ARR from churning in two key accounts.- Identified $75,000 in expansion opportunities.- Established strong relationships with key customers, resulting in increased customer loyalty.- Conducted training and mentored team members to promote productivity and communication skills.- Delivered customer education and support to enhance satisfaction, and ensure quality control.- Provided customer and market feedback to the product team to help build features and solutions.- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.- Provided business, technical, and product knowledge in support of post-sales activities.- Monitored metrics and developed actionable insights to improve efficiency and performance. Show less

• 

  HumanSkill Consulting

  Jun 2023 - now

  CEO & Founder

  - Facilitate Whole Brain workshops to improve team dynamics- Evaluate diverse organizational systems to identify workflow, communication, and resource utilization issues.- Improve communication at all levels, transforming company culture into a more productive atmosphere.- Leverage on-site observation and personal interviews to identify the team and individual strengths.

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  Qlik

  Oct 2023 - now

  Principal Customer Success Manager

  - Responsible for $4.6M in ARR- Established strong relationships with key customers, resulting in increased customer loyalty.- Conducted training and mentored team members to promote productivity and communication skills.- Delivered customer education and support to enhance satisfaction, and ensure quality control.- Provided customer and market feedback to the product team to help build features and solutions.- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.- Monitored metrics and developed actionable insights to improve efficiency and performance. Show less