In this employee spotlight, we feature Marc Beckert who joined as a CSM but quickly transitioned over to a resident engineer position to support one of our largest clients - one of the 'big four' accounting firms. In part one of our two part spotlight, Marc dives into what his role is, what his team does and a bit about his core customer.
Can you tell us what you do in your position at Turbonomic and where you came from prior?
I was hired in July of 2017 as a Customer Success Manager. I previously worked for First Data, the DOD and Wilmington Trust as a virtualization engineer. My primary responsibility for Turbonomic was initially to perform Rapid Success Engagements (RSE) for our customers. Since there was an immediate need for a Turbonomic Resident Engineer (RE) to work and engage with a 'Big Four Accounting Firm', my background aligned with the customer's business needs and I have been dedicated to them since February of this year as a RE.
Tell us a bit about the team and their goals
The customer's virtualization teams are global, located in Buenos Aires, Frankfurt, India and Secaucus NJ. I interact with each of the team in different capacities and for different initiatives and projects. My principal role as a resident engineer is to be the Turbonomic Subject Matter expert for the organization’s on premises virtualization teams. Additional responsibilities are project-based initiatives like License Control, VMware Host Suspension, Azure Cost Control, AppDynamics Integration, Storage Control Module integration, VM decommissions, on-prem & off-prem rightsizing, ServiceNow Integration, Network Control Module Integration & Kubernetes Integration. This client has many different initiatives and Turbonomic is leveraged significantly across their infrastructure.
As a resident engineer you work very closely with our customers. What's the relationship between you and our customers like?
The relationship I have with the their teams is as a contractor. I am seen in their system as an employee / contractor, issued a laptop, account, Skype etc. I am included in daily & weekly recurring meetings for the above-mentioned initiatives and meet with the teams bi-weekly on site in the Secaucus NJ office. I have a developed a working relationship with our POC’s and engage with them multiple times throughout the day to drive the value of Turbonomic.
What are the main ways you enable them to be successful with our platform?
The majority of my responsibilities with the client are to act as a designated Turbonomic point of contact for all business and technical matters. With the multitude of Production instances, I am often working with the client & Turbonomic support teams to facilitate access to the production & Lab environments as well as help drive the latest versions into said environments.
I regularly engage in planning and status meetings with Customer IT staff and executive management where the team and I create, distribute, and present progress and executive summary reports on KPIs. On certain occasions I help drive knowledge transfer with the respective client support teams with Turbonomic.
As more and more customer team members become acclimated with Turbonomic, I am often the first person they engage with and help answer any questions or concerns they might have. There are times my back end of my roles and responsibilities I help review support cases for appropriate visibility and escalation internally at Turbonomic. There are times when the Turbonomic engineering teams need to be able to see firsthand some of the challenges that the teams face with bugs and I facilitate that access for them to expedite the fixes.
Be sure to come back for part two, which will be published in the next two weeks! For more information about opportunties at Turbonomic, head to our careers page.
About our featured employee
Marc joined in July of 2017 as a Customer Success Manager. I previously worked for First Data, the DOD and Wilmington Trust as a virtualization engineer. My primary responsibility for Turbonomic was initially to perform Rapid Success Engagements (RSE) for our customers. Since there was an immediate need for a Turbonomic Resident Engineer (RE) to work and engage with a 'Big Four Accounting Firm', my background aligned with the customer's business needs and I have been dedicated to them since February of this year as a RE.