Summary
Overview
Work History
Education
Timeline
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Joseph Herlihy

Blackrock Park, Convent Rd, Blackrock

Summary

Dedicated and self-motivated professional with a strong work ethic and proven ability to excel in independent and collaborative work environments. Over a decade of experience in the Customer Service, Technical Support, and Team Management space. Demonstrated leadership skills in effectively leading high-performing Technical Support teams and currently specialized in Customer Success & Support Management with a focus on Data Security and Data Classification, utilizing advanced AI technology to drive exceptional results.

For more information about my professional background, please visit my LinkedIn profile at: https://www.linkedin.com/in/josephherlihy/

Overview

7
7
years of professional experience

Work History

Customer Success & Support Manager

Getvisibility
07.2023 - Current
  • Currently managing a team of 6 Technical Support Engineers, 1 Sales Engineer, and 1 Professional Services Engineer, providing leadership and guidance.
  • Served as the Global Escalation Manager, handling critical internal and partner escalations with efficiency.
  • Oversaw the renewals process as the Renewals Manager, supporting both direct customers and partners in contract renewals.
  • Designed and implemented a comprehensive support process, creating new procedures from the ground up. Due to this, since we started to track in December 2023, we've achieved a CSAT score of 96%.
  • Identified and implemented a more cost-effective CRM solution to replace a €30K/year basic Salesforce CRM. Successfully migrated all data and customized the new software to better track key metrics, resulting in annual savings of €28K for the company.
  • Engaged with key clients through Customer Success initiatives, delivering updates on escalations, project progress, and product implementation.
  • Held weekly meetings with Product teams to communicate customer feedback and prioritize critical issues.
  • Partnered with Engineering to address open bugs, ensuring prioritized resolution.
  • Supported POCs and Data Risk Assessments, ensuring technical issues were swiftly addressed or resources were assigned as needed.
  • Conducted coaching and feedback sessions with team members, fostering a culture of continuous improvement.
  • Possess in-depth knowledge of data classification and its application in Data Governance.
  • Regularly met with internal and external stakeholders (VP, Director Level etc.) to provide updates, feedback, and support on various Support & Success initiatives.

Technical Support Manager

Varonis
04.2022 - 07.2023
  • Managed and coached a team of 7 high performing Level 1 to Level 3.
  • Tracked KPIs and created continuous improvement plans.
  • Cultivated an open and transparent work culture, fostering trust and confidence within the team.
  • Implemented multiple process improvements, reducing case resolution times and enhancing customer satisfaction.
  • Regularly collaborated with engineering teams during weekly meetings, providing actionable feedback and advocating for prompt resolution of critical issues.
  • Served as the global point of contact for the Rings release process, ensuring that key stakeholders and executives in Varonis remained informed about upcoming product releases to selected customers who confirmed they would like to go to a beta version of the software.
  • Conducted comprehensive coaching and feedback sessions with team members, equipping them with the skills and knowledge needed for success in their roles.

Technical Support Engineer

Varonis
01.2021 - 04.2022
  • Provided advanced technical support for Varonis Data Security and analytics suite, ensuring efficient resolution of customer issues.
  • Assisted clients with the implementation, upgrades and configuration of Varonis products, optimizing their data security strategies.
  • Diagnosed and resolved complex issues related to data governance, compliance, and access control within enterprise environments.
  • Collaborated with development and product teams to log, track, and prioritize software bugs and feature requests.
  • Developed and maintained detailed support documentation and troubleshooting guides for internal and customer use.
  • Competencies include: TCP/IP, SIEM, DNS, Regulatory Compliance, SQL, RabbitMQ, Office 365, Windows Administration, Active Directory, NetApp, Isilon, Nasuni, contextualizing logs, Data Classification, and User Behaviour Analytics.

Technical Support Engineer

The Access Group (previously CoreHR)
09.2019 - 01.2021
  • Provided comprehensive software troubleshooting and support for all Teamwork products.
  • Managed customer support via phone, email, and live sessions, consistently meeting company SLAs for response times and case closure.
  • Assisted in software onboarding and user training, ensuring smooth adoption of new features and updates.
  • Collaborated with development teams to identify and resolve software bugs, improving product stability.
  • Documented support procedures and created user guides to enhance the efficiency of the support process.
  • Competencies include: DNS management, TCP/IP, VPNs, routing, firewalls, SQL querying, database optimization, data migration, network monitoring tools, command-line utilities, Windows and Linux server management, shell scripting

Technical Support Engineer

Teamwork.com, Digital Crew LTD.
03.2018 - 09.2019
  • Provided 24/7 support through various channels, including email, live chat, phone, remote sessions, and social media.
  • Diagnosed and resolved product-related issues, ensuring quick and effective troubleshooting.
  • Collaborated with Teamwork developers and engineers to log and prioritize bug fixes, ensuring timely resolution.
  • Contributed to writing customer-facing help documentation, leveraging my expertise in previous roles.
  • Responded to user support requests, guiding them through troubleshooting steps with patience and clarity.
  • Performed root cause analysis for technical issues, implementing measures to prevent recurrence.
  • Simplified complex technical concepts for non-technical users, enhancing their understanding of solutions.

Education

Web Development Level 8 - Java Programming, HTML, Web Design, Advanced Networking, Computer Hardware

Cork Institute of Technology
Bishopstown, Co. Cork
01.2012

Timeline

Customer Success & Support Manager

Getvisibility
07.2023 - Current

Technical Support Manager

Varonis
04.2022 - 07.2023

Technical Support Engineer

Varonis
01.2021 - 04.2022

Technical Support Engineer

The Access Group (previously CoreHR)
09.2019 - 01.2021

Technical Support Engineer

Teamwork.com, Digital Crew LTD.
03.2018 - 09.2019

Web Development Level 8 - Java Programming, HTML, Web Design, Advanced Networking, Computer Hardware

Cork Institute of Technology

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Joseph Herlihy