Michael Broughton
Senior Cybersecurity Engineer
Raleigh,NC
Summary
Experienced security and compliance professional, focusing on customer trust. Adept at managing cross-functional teams to enhance customer trust. Respectful and respected professional with exceptional knowledge of data privacy laws and the evolving regulatory environment. Keen ability to ingest, interpret, and communicate complex concepts.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Cybersecurity Engineer
Cloud Software Group
6 2020 - Current
- Responded to customer and internal requests for security and compliance information regarding products, services and corporate programs.
- Revitalized risk management program, including creation of a risk register and providing monthly updates to the Cybersecurity Risk Oversight Committee.
- Facilitated customer audits, ensuring appropriate communication of strategy to Executive Leadership, reported audit findings and drove milestones and remediation between Cloud Software Group and customers.
- Performed contract reviews to align company compliance and security requirements with those of large enterprise customers.
- Designed and implemented escalation procedures to effectively handle high-priority GRC/Compliance/Risk issues.
Senior Customer Success Manager, Enterprise
Citrix
01.2019 - 06.2020
- Accountable for overall health of a book of business exceeding $10M in annual recurring revenue
- Advised customers on business process enhancements based on best practices, business knowledge, and visibility into current vs future state product capabilities
- Actively engaged with customers to help customer find ways to adapt software customizable to their use cases, business objectives, and end-users
- Created customer adoption benchmarks and forecasts based on defined business use cases
- Developed and managed execution of success plans for customers that outline their success factors, specific metrics for success, potential issues, and provide recommendations to show ROI for customer
- Partner with internal and external partners to achieve an excellent level of customer service and satisfaction
- Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to Citrix products and the customer's technology environment
Virtual Customer Success Manager
Cisco
05.2017 - 11.2018
- Consulted across departments to ensure efficacy in on-boarding, implementation, and optimization strategies for customers
- Responsible for overall health of $8M TCV book of business.
- Discovered expansion opportunities - $1.8 million in qualified leads for Q2FY17 and Q3FY17
- Accelerated customer's time to value of Cisco security software and services
- Maximized customer's ROI by collaborating with partners, field sales, sales engineers, and delivery teams
- Acted as Field Team Lead for our content security offers (Web Security/Email Security)
- Built and continually drive internal and external trainings monthly with our engineer department
- Participated in bi-weekly product team meetings to drive product updates from customer feedback.
Customer Success Manager
Citrix
01.2015 - 01.2017
- 15% reduction in net MRR churn across all accounts in book of business.
- Designed several successful cross-sell and retention strategies.
- Owned all Financial accounts and provided leadership and training for teammates regarding specific industry workflows, integrations and regulations
- Automated documentation workflow to maintain compliance with FINRA 17(a)-4
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards
Technical Support Engineer
Citrix
01.2014 - 01.2015
- Provided support for ShareFile clients and their customers across the globe.
- Support competencies include in-depth ShareFile product knowledge as well as proficiency with SAML/SSO, ADFS, FTP/FTPS, and SMTP
- Achieved exceptionally low escalation rate by providing first-touch resolution to more than 95% of customers
Account Manager
Citrix
01.2013 - 01.2014
- Designed and executed a customized on-boarding experience for clients in efforts to drive adoption and increase customer involvement
- Established relationships with all new accounts and serve as a main point of contact for all customer interactions to ensure efficiency, task completion and customer retention
- Managed customer issues and roadmap concerns to build a positive product and service experience.
Education
Bachelor of Arts - Political Science
University of North Carolina At Wilmington
Wilmington, NC 05.2002 - 06.2006
Skills
Practical experience with policy and regulatory mandates such as SOC2, CSA-CCM, ISO27001/27002/27031, GDPR, CCPA, PCI-DSS and NIST Risk Management Framework and associated standards such as NIST sp800-34, sp800-53, and sp800-171/2
Ability to think strategically about risks and tie those risks to tactical organizational activities
Experience working in a multinational company with complex integrated environments
Experience developing, implementing managing Vendor/Supplier Security Assessments
Ability to communicate with technical and non-technical stakeholders to achieve meaningful security outcomes
Certification
Certified in Cybersecurity (ISC2)
Timeline
Certified in Cybersecurity (ISC2)
05-2023
Senior Customer Success Manager, Enterprise
Citrix
01.2019 - 06.2020
Virtual Customer Success Manager
Cisco
05.2017 - 11.2018
Customer Success Manager
Citrix
01.2015 - 01.2017
Technical Support Engineer
Citrix
01.2014 - 01.2015
Account Manager
Citrix
01.2013 - 01.2014
Bachelor of Arts - Political Science
University of North Carolina At Wilmington
05.2002 - 06.2006
Senior Cybersecurity Engineer
Cloud Software Group
6 2020 - Current
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