Lancope appoints Vice President of Customer Success

Lancope, Inc. announces the appointment of Ken O’Reilly as Vice President of Customer Success. O’Reilly brings to Lancope more than 25 years of experience in technology and customer support, holding customer-centric roles with organisations including IBM Internet Security Systems (ISS), TSIA, JDA Software Group and Dun & Bradstreet Software, among others. In his new position, he will be responsible for the overall success of Lancope’s customers, including customer support, customer and partner training and Professional Services. He will also provide key insight into Lancope’s product development cycle based on customer feedback.

“As our organisation grows rapidly, we want to ensure that our customers continue to experience the top-notch, personal support they are used to receiving from our employees,” said David Cocchiara, COO and CFO of Lancope. “Across the board, we want to make sure that customer communication, collaboration, and their success remain the most critical components of everything we do. Ken has a tremendous amount of experience supporting and championing the voices of customers for some of the software industry’s top brands, and we look forward to experiencing the increased customer engagement that he will bring to Lancope.”

Previously, O’Reilly spent more than eight years as a customer support executive at IBM ISS, responsible for worldwide 7x24x365 support. While at IBM ISS, he led the transformation of the customer support function into a world-class, award-winning organisation that produced 92 percent customer satisfaction. He also expanded the support organisation from a single office in Atlanta, GA to five offices worldwide consisting of more than 130 employees.

Most recently, O’Reilly served as the vice president of support services research for the Technology Services Industry Association (TSIA). While at TSIA, he published a multitude of research reports and developed and delivered dozens of presentations on support services for TSIA members including Cisco, HP, IBM, Microsoft and Dell, just to name a few.

O’Reilly also previously served as the senior director of client support services for retail technology provider, JDA Software Group, and as the vice president of engineering and customer support for professional services automation software provider, Novient, Inc. (now Aderant). Earlier roles include Director of Software Engineering for Indus International and Director of Client Server Customer Service at Dun & Bradstreet Software.

“Lancope already has a proven track record of success when it comes to customer engagement and satisfaction,” said O’Reilly. “I look forward to helping the company maintain its high levels of customer interaction, as well as further increasing the input that customers have into Lancope’s day-to-day operations.”