Mark Donnelly
Cork
Summary
Hard working, driven and Customer oriented professional with over twelve years’ experience in fast-paced, dynamic, and target driven environments. I am seeking a position where I can further develop my skills in Customer Success, Customer Retention, Inside Sales, and Business Relationship Development. Personable and dedicated Customer Service Representative with extensive experience in the technology industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager EMEA, Strategic
Parsec (Unity 3D)
04.2022 - Current
- Developing and maintaining strong relationships with all assigned strategic customers (games studios and M&E)
- Follow the “LAER Model” focusing heavily on Adoption and Expansion
- Engaging in proactive customer management through regular activities to ensure customer satisfaction, including weekly customer meetings, zoom calls, e-mails, product management escalations, on-site customer visits
- Protecting revenue, including responsibility for renewals
- Growing revenue, including upselling into existing customers
- Provide weekly, forecasts and business updates to management
- Research customers online to best assess their future usage of the Parsec product
- Create and manage internal (sales, product, engineering) QBR’s for Strategic Customers.
Customer Relationship Manager Cloud, Enterprise
OpenText Inc
07.2019 - 04.2022
- Developing and maintaining strong relationships with all assigned cloud hosted customers to become a trusted business partner
- Thoroughly understand customers business with OpenText (monthly usage, contracts, outside risks/factors that may impact revenue (mergers/consolidations/competitors))
- Engaging in proactive and reactive customer management through regular activities to ensure customer satisfaction, including weekly customer meetings, phone calls, e-mails, quarterly business reviews, account escalations, billing issues, on-site customer visits
- Protecting revenue, including responsibility for renewing contracts at or above current run rates
- Growing revenue, including upselling into existing products and/or additional service programs
- Provide weekly, monthly, and quarterly sales forecast to Department Director
- Ensure all contracted SLA’s were being met and avoiding any and all contract disputes and legal penalties
- Create and manage internal cross departmental QBR’s for very large Enterprise & Strategic Customers.
European Inside Sales Executive
OrangeHRM (contract role)
08.2018 - 06.2019
- Respond to customer inquiries via phone and e-mail, create quotes, and close new customer sales
- Keep management informed by maintaining accurate customer and pipeline records within Salesforce
- Fully certified on product and conducted my own technical demo’s
- Prospect for new customers using Linkedin and other tools
- Explaining the value add of HRM system to SMB customers
- Work with alliances team and demo system to perspective business and sales partners
- Liaise with global sales to share best practices on prospecting and other sales methods
- Send weekly sales forecast to Sales Director and CEO
- Upsell Opensource customers with paid add-ons.
Inside Regional Account Manager (Southern England)
Trend Micro Inc
01.2018 - 08.2018
- Respond to customer and channel partner inquiries via phone and e-mail, assist new channel partners during their registration process process, create quotes, and close new and existing customer sales
- Keep management informed by maintaining accurate customer and pipeline records within Salesforce
- Upsell new customers to three year deals
- Distribute information on competitor products and strategies to entire European Centralized Sales Team
- Explaining the value add of full security suites to Exisiting Customers, Channel Partners, and Procurement Departments
- Work with distributors and resellers to drive additional existing customer revenue
- Liaise with Resellers for Account Mapping and Call-out Days
- Liaise with Channel and Distribution Managers to discuss who additional revenue could be received from “Dormant Partners”
- Keep Reseller Account managers aware of additional rewards available to them in the “Trend Rewards Store” for selling Trend Micro Products.
Senior Maintenance Renewal Sales Representative UK
Quest Software International (formerly Dell Software Group)
10.2015 - 12.2017
- Respond to customer and channel partner inquiries via phone and e-mail, assist existing customers during their renewal process, create quotes, co-ordinate with channel partners, and close renewal sales
- Keep management informed by maintaining accurate customer and pipeline records within Siebel & Salesforce
- Increase number of multi-year renewal sales and work with Dell Financial Services to offer loans and financing for large multi-year renewals
- Upsell customers with premium support
- Help in providing “Industry and Commercial” language and terms training to other team members
- Roll out new customer call process (BANTER Process) to entire EMEA Renewal Department
- Working with the Business Analysis team to help process customer requests to merge accounts transfer assets and conduct account audits
- Assisting the sales staff with customer account questions (maintenance and systems related questions)
- Explaining the value add of maintenance renewals to Customers, Channel Partners, and Procurement Departments
- Work with distributors and resellers to drive additional renewal revenue
- Assist in creation of IT concept and “poductization” training.
Head of Customer Success EMEA
AlienVault Inc.
10.2014 - 10.2015
- Manage the Entire EMEA existing customer base single handedly for all maintenance renewals, upgrades, additional license purchases, and certified training course sales
- Respond to Channel partner and Customer inquiries via phone and e-mail, assisting all EMEA existing customers during their renewal process, create quotes, co-ordinate with channel partners, and close all renewal sales in the region
- Upselling of additional licenses, Training, Professional Services to entire EMEA existing customer base
- Grow and Maintain EMEA existing customer pipeline in SalesForce
- Create and manage campaigns to drive “Early and Multi-Year Renewals” as well as filling training classes
- Working with Technical Support Management to identify at risk customers and formulate strategy and software algorithms to retain these customers
- Liaising with Marketing and other departments to create campaigns to upsell into existing customer base and create existing customer webinars
- Explaining to customers the value of maintenance renewals and training & certification courses
- Send daily forecasts and reports to Director and VP’s in the U.S
- Set up calls with “at risk” customers and product management to increase retention rate
- Provide in-depth customer feedback and requests to Product Development
- Liaise with VP’s of Sales, Tech Support and Customer Success.
Senior Maintenance Renewal Sales EMEA & APAC
SolarWinds Software Europe Limited
02.2011 - 11.2013
- Respond to customer and channel partner inquiries via phone and e-mail, assist existing customers during their renewal process, create quotes, co-ordinate with channel partners, and close renewal sales
- Keep management informed by maintaining accurate customer and pipeline records within NetSuite
- Assist the New license sales team by passing on developed leads for customers who were looking at additional products or current tier size upgrades
- Assist in developing and delivering on-boarding training to new team members
- Assist in developing technical and industry training with management
- Managing and tracking the quote to order process
- Working with the customer service team to help process customer requests to merge accounts transfer assets and conduct account audits
- Assisting the sales staff with customer account questions (maintenance and systems related questions)
- Explaining the value add of maintenance renewals to Channel partners and Customers
- Assisting the order Management team with customer and account research for renewal orders
- Assist the Accounts Receivable team to get payment on “past-due” invoices.
Education
Griffith College Cork
01.2009
Skills
- Relationship Management
- Data-Driven Decision-Making
- Customer Advocacy
- Upselling Strategies
- Customer Satisfaction
- Customer Account Management
- Sales Proficiency
- Customer Retention
- Revenue Growth
- Training and Mentoring
Telephone No
+353 87 758 6961
References
References available upon request
Timeline
Senior Customer Success Manager EMEA, Strategic
Parsec (Unity 3D)
04.2022 - Current
Customer Relationship Manager Cloud, Enterprise
OpenText Inc
07.2019 - 04.2022
European Inside Sales Executive
OrangeHRM (contract role)
08.2018 - 06.2019
Inside Regional Account Manager (Southern England)
Trend Micro Inc
01.2018 - 08.2018
Senior Maintenance Renewal Sales Representative UK
Quest Software International (formerly Dell Software Group)
10.2015 - 12.2017
Head of Customer Success EMEA
AlienVault Inc.
10.2014 - 10.2015
Senior Maintenance Renewal Sales EMEA & APAC
SolarWinds Software Europe Limited
02.2011 - 11.2013
Griffith College Cork
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