Daryl Hancock
About
Daryl Hancock is from United States. Daryl works in the following industries: "Computer Software", and "Information Technology & Services". Daryl is currently Technical Program Manager at Amazon Web Services (AWS), located in United States. Daryl also works as Business Coach at undefined, a job Daryl has held since Apr 2021. In Daryl's previous role as a Chief Operating Officer at Accounting Seed, Daryl worked in Columbia, Md until Apr 2021. Prior to joining Accounting Seed, Daryl was a Customer Success | Corporate Strategy Director | Sr Director | Executive Leader at Leader in Customer Success, Corporate Strategy and Consulting & Professional Services in Severn, MD and held the position of Customer Success | Corporate Strategy Director | Sr Director | Executive Leader at Baltimore, Maryland Area. Prior to that, Daryl was a Practice Director, Managed Services at TEKsystems Global Services, based in Baltimore, Maryland Area from Jan 2016 to Jul 2018. Daryl started working as Practice Manager, Managed Services at TEKsystems Global Service in Baltimore, Maryland Area in Jul 2014. From Dec 2012 to Jul 2014, Daryl was Manager, Professional Services at TEKsystems Global Services, based in Baltimore, Maryland Area. Prior to that, Daryl was a Program Manager, Practice Delivery at TrueTandem, based in Washington D.C. Metro Area from Jan 2011 to Nov 2012. Daryl started working as Owner, General Manager at Cindar LLC in Aug 2007.
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Daryl Hancock's current jobs
Daryl Hancock's past jobs
Build Customer Success Program, Led services delivery team, build Partner Program, reports to CEO. Focus on driving customer retention, employee retention, and growth. Plan, design, and execute a plan to retain at-risk client segment due to partner exiting the business. Lead sales and delivery teams. Increased staff by 70% to support growth. Reduced employee turnover from 30% to under 5% from Q3 to Q4. Lead initiative to drive organizational clarity around purpose and focus.
Established professional group for the purposes of attending networking events to connect with those experienced in customer success and corporate strategy and sharpening my saw with online learning and industry reading. The objectives of the group are to research industry leaders, participate in industry discussions and evaluate innovations in the marketplace.
Promoted to Regional Director role in the $560M IT Services division with the executive team to influence change in direction and to drive portfolio growth. ■ Led team of IT Professionals driving a $65M diverse IT portfolio with sales and profit grow combined with retention of all targeted accounts. ■ Consistently optimized team alignment to adapt to changing the structure of portfolio balancing geography, engagement complexity and technical acumen of the team. ■ Coached and mentored team of 23 direct & indirect reports for 2 years with no attrition while delivering top revenue and retention metrics for the company. ■ Represented organization as the escalation point for all engagements by active involvement in accounts to include regular client meetings, project status calls and QBR's.
Selected to direct the IT Customer Engagement team to expand the local portfolio through strengthening existing relationships while improving financial results. ■ Led the largest region in the company achieving top rankings in revenue, profitability and employee retention. ■ Grew portfolio from $21M to $38M in 1 year, leveraging existing accounts and coaching team on differentiating offerings within engagements. ■ Sustained 94% customer satisfaction ratings while increasing client base across varying industries and engagement types. ■ Created need for Director position by diversifying client portfolio across multiple industries including financial services, healthcare, insurance, retail, e-commerce, and educational services.
Directed teams of IT professionals to develop web based solutions driving incremental revenue and client engagement metrics. These projects supported senior leadership directives to drive guests to actionable sites offering a more robust CX and better traffic data collection to generate new sales. ■ Garnered additional opportunities to support client business initiatives and leverage success in securing contract renewals and extensions. ■ Liaison between IT development teams and senior leadership to delivery multiple complex engagements to completion meeting time and budget constraints in politically sensitive environment.
Guided a diverse team of 5 technical resources leading to solid portfolio growth for this IT consulting and service firm delivering Microsoft Dynamics solutions. ■ Broadened portfolio by actively engaging with client executives to increase revenue from new and existing engagements 25% Y/Y. ■ Escalation point for client engagements facilitating high levels of client retention and point person for client executive communications and relationships.
With Cindar LLC, I focused on landing contracts for IT projects in the local Baltimore/Washington Area. Clients were in the Federal Government and Non-Profit sectors and the technology focus included CRM, Microsoft Office, Exchange, SharePoint as well as SaaS.
In 2003, I pursued my entrepreneurial spirit and started a seasonal retail frozen dessert franchise. I ran all aspects of financial management, staffing, marketing and operations, applying analytical rigor and key metrics. ■ Yielded 90% sales growth in 5 years, ranking among top 15% of all stores despite 6% yearly decline in industry sales. ■ Maintained 90%+ staff retention during each year of operation. ■ Awarded Business Person of the Year by local Chamber of Commerce in 2004. ■ Sold business for healthy profit.
Earlier in my career, I was ascended through the Microsoft organization with 4 promotions in 9 years as a result of consistently producing sustainable results.