Robert Maple
Waxhaw
Summary
Business Value Selling, Development & Delivery • Account Management • Team Leadership & Development
Accomplished IT leader with 25+ years of experience driving customer success, technical management, and project delivery for Microsoft Services in federal environments. Proven track record in executive-level DOD relationship management, team leadership, and process optimization. Recognized for aligning technology solutions with customer missions and delivering measurable business outcomes. Active Top-Secret DOD clearance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Principal Customer Success Account Manager
Microsoft
10.2022 - Current
- Drives Success & Support Delivery ROB for Customer Solutions, workloads, initiatives, and Team.
- Directs top-level account coverage and Leads Consumption planning in strategic alignment with Customer outcomes and mission.
- Business Development Manager leading to a 68% increase in pipeline.
- Leading Federal Investment approval process for Army of over $5 Million leading to more informed business decisions in alignment with business model.
- Based on my Leadership, Orchestration of team while instituting process modifications grew accounts by as much as 55%, decreased incident-based activity by 70% while aligning to Customer outcomes and strategy.
- Leading from a Diversity and Inclusion perspective able to drive team toward Customer outcomes improving CSAT and overall delivery.
- Led from a Growth mindset leading a team to modernize Customers environment optimizing and introducing new process leading to $500K of incremental renewal and $3 Million based in Power Apps.
- Leading Business Metrics and development, review, coach and communicate ensuring individual and team targets are met and exceeded.
- Leadership role supporting Partner and Executive Sales/Account staff responsible to grow support business.
Senior Customer Success Account Manager
Microsoft
01.2016 - 10.2022
- Manage budgeted resources based on Premier agreement and related expenses.
- Establish Customer Executive level relationships and develop strategies aligned to business outcomes.
- Lead role in driving renewal strategy and resourcing leading to a 275% growth to 1.5-Million-dollar contract to include Azure and Cloud services.
- Responsible for driving growth from 33%-400% by delivering added value to customer’s environment.
- Lead customer facing Business Transformation engagements driving Cloud activities, Azure, AI, IoT.
- Monitored and took corrective action in terms of DSE/PFE billable utilization goals.
- Identification and understanding of resources strengths and capabilities driving delivery results leading to increased customer satisfaction.
- CSS Services Experience Trainer Mentoring and Coaching, readiness of new CSS Engineers.
- Providing Mentorship guidance to more junior TAM’s.
- Develop Business Strategy providing Technical Leadership through Cross collaborative initiatives.
- Initiate technical consulting driving pre-sales, solutions, plans, development, management activities.
- Resource managed customer engagements, profitability, customer satisfaction, operation excellence.
- Leveraging partnerships while driving support for Cyber and End Point Security customer initiatives.
- Generates an inclusive workgroup environment, which encouraged cross-group collaboration.
- Leading staff escalations for DSE/PFE support of customer.
- Lead cross-functional teams to identify solutions mapping customer business On-Prem and Cloud.
- Lead multiple community activities impacting internal team and customers worldwide.
- Developed new relationships to include CXO level relationships across all accounts.
- Support Accounts to help maintain 100% customer satisfaction.
- Private Cloud Management, Virtualization Deployment Planning Service $11M cost savings.
- Customer Experience Global Lead Driving positive CSAT for DOD Joint practice.
Technical Account Manager
Microsoft
09.2013 - 01.2016
- Manages a diverse and complex scope of support issues. Solve complex support issues effectively.
- Manage support escalations, support teams, visibility to internal and external leadership teams.
- Assessed customers’ risks and needs, recommends Service and Cloud offerings to proactively address.
- Document recommendations formally via service delivery plan, presents to customer, account team.
- Manage the delivery of recommended/agreed-upon services for high customer satisfaction and trust.
- Leads sharing of best practices with team community.
- Establish relationships with support delivery, customer support teams, contracts, materiel reps.
- Establish & maintain relationships with Field Sales, MCS, executed on service account/delivery plan.
Service Operations Manager
Microsoft
11.2011 - 08.2013
- Responsible for hiring technical individuals to meet the demands of practice mission and head count.
- Drives technical and professional role readiness across their team.
- Drives resource allocation and optimization to meet business needs.
- Lead and drive Operations of the Office 365 Dedicated 24
- 7 Service Delivery Team.
- Performance management, coaching, assessing resource impact, performance management.
- Responsible for employee career development and growth.
- Manage Team (4 FTE’s) & Partner Relationships (25 Vendors) collaboration activities.
- Reduced MTTR by 5% and increasing cross collaborative satisfaction to 91%.
- Establish regular 1x1 meetings, defined goals, path to team, customer, and individual success.
- Improved15% increase in team Service Quality defining, driving strategy, process to higher standards.
- Define, Communicate, Drive on performance indicators, 20% reduction in time to Cloud customer.
- Lead multiple customer facing, internal Cloud Critical Situation bridges, 5% reduction in MTTR.
Service Delivery Manager
Dell Inc.
10.2007 - 11.2011
Managed Services Director
designData Systems Inc.
07.2003 - 10.2007
Help Desk Manager (Federal Contract)
Advanced Technology Systems
07.2006 - 02.2007
Help Desk Manager / Lan Administrator
Metron Aviation
06.2000 - 07.2006
- Veritas Backup Exec Administrator:
- Commvault Backup Administrator:
Senior Site Leader / Helpdesk Manager
MicroAge
09.1999 - 06.2000
- Senior Service Engineer / Helpdesk Operator 11/97 – 9/99
Education
BA - Sociology, Minor in Psychology
University of New York Albany
Associate Degree - Liberal Arts
Suffolk County Community College
Certification - Computer Electronic Engineer
Technical Education Center
Certified Emergency Medical Technician & Firefighter -
North Carolina EMS
Skills
- Top Secret SCI Clearance
- Growth & Business Strategies
- Account, Program & Project Management
- Highly Adaptive & Problem Solver
- Communication & Executive Presence
- Business Development, Sales & Relations
- Cross-Functional Collaboration
- Cloud, AI, Network and Cybersecurity
- Solutions Architecture and Adoption
- Analysis & Reporting
- ITIL v3 proficiency
Certification
- Microsoft Certified Professional (MCP)
- Microsoft Azure Fundamentals Certification (AZ-900)
- Microsoft 365 Fundamentals Certification (MS-900)
- AI900 Foundations Trained
- Outstanding Instructor Worldwide Learning Trainer Award
- Prosci Fundamentals of Change Management
- Situational Leadership II / Crucial Conversations
- Nominated for “Good for the Business” recognition award.
- 2016 Microsoft Circle of Excellence Top Award Recipient.
- Active Top-Secret DOD clearance
- CSS Services Experience Trainer
- FY20 Microsoft Top Team Award for US National and Industry.
- FY20 Q4 Worldwide Learning Trainer Award
- Participating in People Manager’s Cohort
- ITIL Foundations V3 Certified
- Member of Modern Work CSAM SME Team
Timeline
Principal Customer Success Account Manager
Microsoft
10.2022 - Current
Senior Customer Success Account Manager
Microsoft
01.2016 - 10.2022
Technical Account Manager
Microsoft
09.2013 - 01.2016
Service Operations Manager
Microsoft
11.2011 - 08.2013
Service Delivery Manager
Dell Inc.
10.2007 - 11.2011
Help Desk Manager (Federal Contract)
Advanced Technology Systems
07.2006 - 02.2007
Managed Services Director
designData Systems Inc.
07.2003 - 10.2007
Help Desk Manager / Lan Administrator
Metron Aviation
06.2000 - 07.2006
Senior Site Leader / Helpdesk Manager
MicroAge
09.1999 - 06.2000
Associate Degree - Liberal Arts
Suffolk County Community College
Certification - Computer Electronic Engineer
Technical Education Center
BA - Sociology, Minor in Psychology
University of New York Albany
Certified Emergency Medical Technician & Firefighter -
North Carolina EMS
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