Kevin P Metzger – Resume

Senior Customer Success Executive with 20+ years of experience in enterprise-level client relations, Team Leadership, Process Improvements, Enterprise Software in the cloud, Project management, and team building. I enjoy building Customer Success organizations in the SaaS and Managed Services space, based on providing the highest quality service and customer experience and measuring results via KPI, CSat and NPS.


  • Team Leadership
  • Department Building
  • Strategic Business alignment
  • Sales
  • Relationship Management
  • Project Management
  • Risk-Taking
  • Cloud
  • Information Technology
  • System design
  • Process Integration
  • Transportation and Logistics
  • Supply Chain
  • P&L budgeting
  • Financials – Revenue, Margin
  • People Leadership
  • Managed Services
  • SaaS Expertise
  • Communication
  • Critical Thinking
  • Active Listening
  • Acountability

Work History

Dell Technologies (Virtustream) – Senior Manager, Customer Success Services (2021 – Present)

  • Lead Team of Customer Success managers representing $30M in ARR
  • Align with regional sales team for account escalations and drive new business within existing accounts.
  • Customer advocate to clients running mission-critical applications within our private multi-tenant cloud.
  • Provide oversite to global delivery teams to ensure managed services are delivered within contractual SLAs and to client expectations.
  • Deliver customer satisfaction through the delivery of monthly and quarterly reporting that highlights account successes, improvement opportunities, and future-looking roadmaps aligned with the client’s needs.
  • Identify and lead efforts to streamline internal delivery processes.
  • provide oversight and training to team members on established processes as well as mentorship on the handling of client escalations.
  • Establish KPIs to help ensure the success of our customers and our team.
  • Deliver CSAT surveys and results to both the business and our customers.
    • Building plans to address problem areas and measuring the results.

Dell Technologies (Virtustream) – Senior Customer Success Manager (2017 – 2021)

  • Manage all technical and functional aspects of service delivery.
  • Proactively working with clients to manage resource consumption and capacity.
  • Single point of contact for incident management, providing centralized coordination of all remediation efforts.
  • Lead quarterly business reviews, including roadmap, executive scorecards, and briefing on technology and process evolutions
  • Assist with business development in both a pre and post-sales capacity and identify areas where Virtustream may be able to offer improved service and/or reduce client’s operational costs throughout the engagement lifecycle.
  • Operational management tasks which include SLA management/compliance/reporting, contract management
  • Proactive statistical analysis of performance data with recommendations to optimize performance and utilization
  • SAP best practice recommendations and potential run optimization, status reporting via weekly checkpoint meetings
  • Customizing billing reports, accelerated and ongoing knowledge transfer between client and corporate leadership
  • Respond to customer inquiries and provide customer escalation, act as the point of contact for RCA requests
  • Track and report on incident and service requests and ticket aging
  • Provide monthly reports outlining the consumption of computing resources.

Manhattan Associates – Senior Manager Cloud Services (2015 – 2017) Entrepreneurial position within Manhattan Associates responsible for sales, customer satisfaction, and process development.  Helped grow the department from 7 to 24 resources and $2 Million to $20 million in revenue in 2.5 years.

  • Business Development
    • Led sales process for Tier- 1 clients.
    • Managed client relationships. 
    • Developed pricing models. 
  • Process Management
    • Developed and managed operational processes for SaaS, Managed Services, and Hosting Services businesses, including client on-boarding, on-call support, and project management.
    • Responsible for creating and maintaining staffing models, yearly budgets and growth plan. 
  • Project Management
    • Managed teams responsible for solution deployments.
    • Delivered customer solutions in CenturyLink Private and Public clouds, Amazon Web Services, Oracle Cloud, and Verizon Private cloud.  Maintained relationships with hosting partners

Manhattan Associates – Project Manager (2012 – 2015) Led teams of functional and technical consultants implementing enterprise software with multi-million dollar budgets. Key projects included:

  • United Natural Foods, Inc – $8B revenue leading natural foods distributor
    • Managed multi-million dollar implementation
    • Led team of 20 people
    • Delivered project on time and on-budget 
  • Target – Leading US Retailer
    • Brought in post-go-live to resolve project issues and maintain client satisfaction
    • Developed and managed a cross-functional team consisting of functional and technical consultants, R&D resources, and off-shore (India) resources to rapidly close issues
    • Successfully closed out all issues on time and helped maintain satisfied and referenceable customer 
  • Reitmans – 675 Store Canadian Fashion Retailer
    • Led team of 8 consultants
    • Managed challenging implementation of first new version of software

STREAMLITE, Atlanta, GA 2009 – 2012

Light-weight package shipping and logistics company serving business to consumer markets nationally.

Business Systems Architect

Product and Project manager role responsible for prioritizing and driving IT initiatives.

  • Product Management
  • Prioritized client and internal initiatives to ensure the product met client requirements as well as legal needs and developed new functions and features.
  • Managed client relationships. 
  • Consulted with Sales to devise client solutions and supporting documentation.
  • Designed and developed proposals for the board and executive approval.
  • Project Management
  • Built template project plans, risk assessments, and requirement documents to reduce onboard time and decrease time to revenue. 
  • Drove the IT project for re-branding. The overall rebranding project resulted in AMY (American Marketer of the Year) Award.
  • Managed $120,000 budget for vendor-driven inventory-tracking site.

SAGE SOFTWARE, Atlanta, GA 2006 – 2009

Leading $1.7 Billion business management software firm servicing US & Canadian small and mid-sized corporations.

Relationship Manager and Integration Manager 

  • Appointed by the Executive Team to re-align the $500M Health Care division.
  • Led $2.5 Million project establishing medical clearinghouse. 
  • Developed management plan for future IT integrations. 

Senior Business Analyst 

  • Directed team of six business analysts for a 9-month SAP definition and integration project.
  • Engaged in contract negotiation and vendor management to ensure project deliverables were met consistently for contract labor.
  • Interviewed, hired and managed contract business analysts for integration projects, content management system implementations, and Site Redesign.

From 1999 – 2006 I worked at IBM Global Services as a consultant and UPS as both a Functional and Business Analyst.


  • Georgia State University – MBA in Ecommerce – 2003
  • Clemson University – BS in Computer Information Systems – 1999
  • Villanova University – Certification in Business Analysis – 2008