Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Gaulke

Wilmington,NC

Summary

Experienced Customer Success professional with a strong background in Cybersecurity SaaS and web technologies. Dedicated to supporting enterprise accounts. Skilled in developing and promoting value realization, resulting in successful closures of new business, renewals, and upsell opportunities. Recognized for effectively proposing technical solutions by simplifying complex concepts and building enduring relationships with senior executives and project-level resources.

Overview

10
10
years of professional experience

Work History

Senior Technical Account Manager

Abnormal Security
10.2024 - 04.2025
  • Main technical point of contact for the
    highest value customers building strong
    and trusted relationships at various
    levels across the organization, ensuring
    successful adoption, usage, and growth.
  • Partnered with the Customer Success
    Team to ensure achievement of
    customer goals and success criteria,
    executing on Success Plans.
  • Acted as a trusted technical advisor
    ensuring clients are optimizing
    Abnormal products and aligning to best
    practices. Provide recommendations
    that improve system performance and
    security posture as part of regular health checks.
  • Participated in regular customer
    meetings across all levels including
    tactical discussions with technical staff,
    product health reviews with
    Management Teams as well as
    Executive Business Reviews.
  • Acted as a technical interface between
    customers and Abnormal internal
    support teams (Support, Engineering
    and Product Management). Proactively
    escalating issues and collaborating with
    Product Management relating to feature
    requests.

Customer Success Manager

Avanan / Check Point
12.2021 - 10.2024
  • Planned and executed the post-sale onboarding process, to move the Avanan platform to production and provided the initial training.
  • Directed crisis and incident response, worked with the account teams, technical support, operations, and engineering teams to ensure timely
    resolution, while communicating effectively with customers.
  • Collaborated with Marketing and Sales to measure customer satisfaction and collect customer feedback for each area of the business.
    • Identify new opportunities within existing accounts (Upsell/Cross-sell) and maintain existing accounts (renewal).
  • Liaised with other departments (Products, Engineering, Support) around field priorities and ongoing product road-map priorities; act as the
    internal customer advocate.

Technical Account Manager

INKY Technology
05.2020 - 12.2021
  • Provided technical expertise during implementation, post-sale, and throughout customer support lifecycle.
  • Understood customer goals and unique requirements, and proactively identified and executed solutions.
  • Actively engaged in tool and process improvements to streamline customer success activities and solutions.
  • Participated in product innovation loop by identifying and representing customer needs to the engineering and product teams, as well as
    presenting new product capabilities to customers.

Senior Professional Services Consultant

Mimecast
03.2020 - 05.2020
  • Worked exclusively with enterprise and large named accounts.
  • Involved in both pre and post sales activities, working closely with the sales teams for project scoping and customer hand-offs.
  • Built close relationships with Mimecast Product Management, Engineering, Operations, Sales, Marketing and Support teams.
  • Worked with new Professional Services team members to help train and assist them in a mentorship role.

Professional Services Consultant

Mimecast
01.2018 - 03.2020
  • Assisted customers with implementing and customizing Mimecast services.
  • Developed and delivered customized training covering administration, end user tools, and new features.
  • Escalation and tracking of feature requests raised with Mimecast product development.
  • Developed professional service proposals and statements of work.

Senior Support Engineer

Mimecast
08.2016 - 01.2018
  • Served as a formal escalation point to the Service Delivery team, and actioned escalated cases in line with internal SLA’s, engaging directly
    with customers.
  • Worked with Core Support Engineers to help grow and hone their skills on the Mimecast platform, and internal procedures in a mentorship
    role.
  • Helped to interview and select new outside hires as well as helping to select engineers for internal promotion.
  • Worked with management to help identify support trends, and potential opportunities for improvement.

Customer Support Engineer

Mimecast
04.2015 - 07.2016
  • Worked with the US Service Delivery team to provide 1 st level support for our US & Worldwide customer base.
  • Assisted clients with using Mimecast’s services, and ensured best practice configuration via both email and phone.
  • Provided training as needed to ensure clients understood product functionality.
  • Worked with and provided exceptional support to Mimecast partners and re-sellers.

Education

Computer Electronics & Technology

Central Connecticut State University
New Britain, CT

Skills

  • Customer Experience Product Adoption Relationship Development Project Management Onboarding Training Collaboration Troubleshooting System Deployment
  • Email Security SIEM/SOAR SSO O365/Exchange GSuite/Gmail Azure Entra
  • Jira Salesforce Gainsight Django Custify Outreach Gong Chorus System Deployment Netsuite Confluence

Timeline

Senior Technical Account Manager

Abnormal Security
10.2024 - 04.2025

Customer Success Manager

Avanan / Check Point
12.2021 - 10.2024

Technical Account Manager

INKY Technology
05.2020 - 12.2021

Senior Professional Services Consultant

Mimecast
03.2020 - 05.2020

Professional Services Consultant

Mimecast
01.2018 - 03.2020

Senior Support Engineer

Mimecast
08.2016 - 01.2018

Customer Support Engineer

Mimecast
04.2015 - 07.2016

Computer Electronics & Technology

Central Connecticut State University

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