Martin Holt
Senior Critical Escalation Manager
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About
Customer success focused professional, with proven track record of protecting high-value accounts, reduced TTR achieving 100% nonrecurrence rate on escalations by proactively addressing RCA. An expert in conflict resolution and leading cross-functional teams across multiple geographical locations with consistent top performance, including multiple CSAT awards. Recognised for leadership ability and calm problem-solving, with the ability to translate technical details into practical outcomes and communicate to all levels.
Driven to apply my technical mindset to continue growing my career in an escalation management, customer success, or leadership role.
Experience
Senior Critical Account Escalation Manager at Veritas Technologies / Cohesity (2022-11 – 2026-02)
Led resolution of high-impact customer issues across product, support, sales and engineering teams to protect multi-million dollar accounts, including Fortune 500 companies, reducing TTR and increasing customer sentiment.
- Led resolution of high-impact customer issues across product, support, sales and engineering teams to protect multi-million dollar accounts, including Fortune 500 companies, reducing TTR and increasing customer sentiment.
- Managed global, cross-functional teams, restoring confidence via clear customer and stakeholder communication.
- Delivered highest volume of successfully closed escalations in territory, all within SLA.
- Identified systemic technical issues and drove preventative improvements with 100% non-recurrence rate of reported issues.
Principal Technical Support Engineer - NetBackup at Veritas / Symantec (2008-01 – 2022-11)
Managed complex customer escalations by providing deep technical analysis and escalation support for complex enterprise environments.
- Managed complex customer escalations by providing deep technical analysis and escalation support for complex enterprise environments.
- Recognised subject-matter expert providing proactive care through early risk-identification and RCA to prevent repeat occurrence.
- Delivered engineer training, authored technical documentation, and improved support processes to improve TTR and performance standards. Provided ongoing mentoring to Support Engineers to increase performance and support wellbeing.
- Achieved consistent top-quartile performance, including CSAT awards for customer satisfaction.
- Implemented statistical analysis process to reduce TTR for certain support cases with an accuracy over 95%.
Storage & Unix Engineer at Vodafone UK
Supported enterprise storage, backups and UNIX systems across production environments. Provided out-of-hours support across entire Vodafone UK environment. Built strong relationships with 3rd party suppliers reducing cost.
- Supported enterprise storage, backups and UNIX systems across production environments. Provided out-of-hours support across entire Vodafone UK environment. Built strong relationships with 3rd party suppliers reducing cost.
- Delivered new builds, upgrades, migrations, special projects, documentation and supplier coordination.
Early Career Engineering Roles at Ministry of Agriculture, Ford Motor Company, Kennedy Utilities
Multiple early career engineering positions supporting various organizations
- Improved capacity planning process, reducing workload by 85% via redesigned workflow.
- Supported prototype vehicle development keeping model-year release on schedule, increased manufacturing efficiency and software tooling.
Education
BEng (Hons) in Mechanical Engineering – University of Liverpool
