As the Senior Director of Customer Support at Delphix, Mark is passionate about providing a world-class support experience for customers. Learn about Mark's role, why he joined Delphix, and his life outside of work as a motorcycle enthusiast.
I am the Support Director overseeing EMEA and India. It is my team’s mission to provide best-in-class support to our customers by balancing customer support strategy with delivery and providing leadership and direction to the department. I’m passionate about enabling excellence in customer support delivery and upholding a customer-centric focus and mindset of nurturing continuous improvement.
I began my career more than 25 years ago at Digital Equipment Corporation (DEC), one of the first major companies in the computer industry. I wanted to get into a field where I could deliver quality customer service, and I was lucky enough to be at a company that really valued its employees and encouraged growth and development. After working at large organizations like Compaq, HP, Cisco, and Veritas, I was looking to make the transition to a startup with an innovative product and culture that fosters career growth and gives people the power and freedom to work in ways that produce their best results—similar to what I had experienced at DEC. Each round of interviews at Delphix made it very clear that the company valued its people and a great work environment. I am so happy to be in that environment now.
Clarity is very important to me as our business and the world around us constantly changes. And different approaches means we’re continuously growing to adapt to change. I am always striving to provide clarity to my team, so we can grow together to help drive the business forward. Care has the most affiliation with me though. I enjoy caring for our customers and people, and I feel that with enough care, we will always be putting our best foot forward.
Onboarding the India Support Center. From the very beginning of hiring the team to where it is today, it’s been inspirational to see our global Support org rallying around and providing training and mentoring to the India team with such quality and care. The India team has grown a tremendous amount and blossomed into an excellent group that provides great service to our customers. It’s been exciting to watch them grow into a seasoned team.
Definitely the people. My team is the epitome of collaboration. When I joined Delphix, I was able to witness just how helpful people were to each other and of course myself as I tried to get up to speed. My peers on the management team are very supportive too. Since joining in 2019, I see the same level of help and guidance being offered to new members of the team on a daily basis.
I am honoured to be working alongside such bright and talented people, who all want to do well and help each other to help the company be successful. It’s a great atmosphere to be in.
My family (dog included), my motorbike, and my other motorbike. Evel Knievel was an inspiration for my love of bikes, but also when I was about 5, I was taken around the block in my neighborhood on a Triumph Bonneville by a family friend. From there, I was hooked.
I used to be in a rock band and had long hair. From a very early age, I used to make up songs—I can't remember them now, but I thought they were good at that time. My dad also played everything from Led Zeppelin to Moody Blues, so I was exposed to a fantastic array of influences.
“Cuts Like a Knife” by Bryan Adams
“More Than a Feeling” by Boston
“Rock And Roll All Nite” by Kiss