Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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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