Mike Marken

About Mike Marken

With over three decades of experience in customer support, success, and services, including a decade in SaaS operations, I lead ThousandEyes\' Customer Engineering team, delivering exceptional results in growth and retention. My focus is on building scalable, diverse teams and implementing efficient processes that drive consistent year-over-year service revenue increases and maintain high renewal rates. Recent efforts include the successful expansion into global markets, establishing hubs in key regions, and building an inclusive organization where over 50% of leadership positions are held by women. At ThousandEyes, I oversee Professional Services, Support Operations, and TAM teams, fostering collaboration to manage hundreds of engagements annually while achieving industry-leading customer satisfaction scores. Passionate about creating sustainable impact, I champion giving-back programs and inclusion initiatives that reflect my commitment to organizational and community growth. My expertise lies in driving strategic vision, aligning it with actionable goals, and empowering teams to execute with precision.**Career Highlights:**-**Customer Success Transformation:** Redefined Direct Commerce’s Customer Success organization and enhanced its marketplace presence by launching innovative communication strategies and integrating user feedback into product development for SaaS solutions sold to Fortune 100 companies-**Budget Management Excellence:** Created a $144 million budget for Salesforce\'s Global Customer Success Center, managing it with 99% accuracy while overseeing the hiring of over 150 employees worldwide-**Efficient Onboarding Solutions:** Developed onboarding paths for internal employees that reduced their time to job readiness by 4 weeks without sacrificing productivity-**Revenue Strategy Development:** Formulated an End of Life Renewal process for sunsetting Salesforce products, enabling accurate forecasting of $100+ million in potential revenue losses and strategizing around filling those gaps-**Service Revenue Ownership:** Managed a $20+ million services revenue target at Procera Networks, contributing to the company\'s financial success-**Significant Growth Recognition:** Had the honor of ringing the opening bell at the NYSE in 2011 for Procera Networks after contributing to an astounding revenue growth during my tenure.I hold a Bachelor of Arts degree from the University of California at Berkeley.

Experience

1. Head of Customer Engineering

   Cisco Thousandeyes

   Mar 2022 — Present · San Francisco, CA, US

   Lead global Professional Services, TAM, Support, T3 Escalation, and CE Operation teams at ThousandEyes.• Achieved 85% YoY service revenue growth and maintained a 95% renewal rate for TAM customers.• Spearheaded organizational growth of over 300% in the last 3 years, with hubs created in Mexico City, Krakow Poland, Japan and Sydney, Australia. • Managed 400+ PS engagements annually with a 91% customer renewal rate.• Built and integrated Volunteer/Giving Back program with 100% participation YoY• Created diverse team across the organization. 35%+ of Customer Engineering are women. Over 50% of my leadership are women.

Education

• University of California, Berkeley

  Social Scientist, Mass Communications

  1989 — 1993

Skills

• Saas
• Planning
• Go-to-Market Strategy
• Mobile Devices
• Strategic Partnerships
• Strategic Planning
• Network Security
• Telecommunications
• Product Development
• Start-Ups
• Voip
• Data Center
• Sales
• Salesforce.com
• Partner Management
• Program Management
• Supply Chain Management
• Enterprise Software
• Crm
• Strategy
• Business Development
• Ip
• Team Building
• Management
• Cross-Functional Team Leadership
• Solution Selling
• Tcp/Ip
• Product Management
• Ip Networking
• Sales Operations
• Professional Services
• Wireless
• Customer Relations
• Cloud Computing
• Ethernet
• Leadership
• Team Leadership
• Team Management