Richard Carr
Ottawa,Canada
Summary
Customer Success and Technical Account Manager with over 20 years of experience spanning customer advocacy, security management, and IT leadership. Proven track record in driving adoption of secure, scalable cloud solutions, mitigating renewal risk, and maintaining over 96% account retention. Skilled in bridging business outcomes with technical execution, enabling organizations to achieve measurable impact while maintaining secure and resilient IT environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Customer Success Account Manager
Microsoft
10.2012 - Current
- - Manage strategic portfolio of public sector accounts including education, healthcare, and government.
- - Partner with senior executives to align Microsoft solutions (Azure, M365, Power Platform, Security) with business and compliance needs.
- - Proactively mitigated renewal risk and maintained over a 96% retention rate across accounts.
- - Delivered executive briefings, health checks, and onboarding programs, reducing time-to-value and driving secure adoption.
- - Developed best practices and playbooks to accelerate secure deployments and improve client satisfaction.
- - Drove YoY growth in cloud and security revenue by aligning adoption with measurable business outcomes.
- - Acted as escalation owner, leading cross-functional collaboration to resolve critical issues while ensuring client trust.
IT Leadership Roles
Fleishman-Hillard / Government Policy Consultants
01.1998 - 01.2011
- - Canadian Director of IT and prior leadership roles including Director of IT, IT Manager, and Network Administrator.
- - Directed national IT strategy, budgets, and vendor management across Canada-wide WAN.
- - Designed and implemented VPNs, firewalls, email scanners, and security policies to ensure business continuity.
- - Managed integration with U.S. parent company networks and supported high-profile, security-sensitive clients.
- - Built and managed IT teams, fostering a culture of accountability and secure service delivery.
Education
Bachelor of Arts - Geography
Carleton University
Ottawa, ON01.1993
Skills
- - Security Posture Assessments: Guided clients through Microsoft Secure Score and Zero Trust principles, mapping directly to proactive defense strategies such as those in CrowdStrike Falcon
- - Threat Protection & Incident Response: Supported deployment of advanced threat protection tools, aligning with CrowdStrike’s endpoint detection and response (EDR) capabilities
- - Identity & Access Management: Helped customers strengthen authentication, privilege access, and identity protection—critical for stopping breaches
- - Compliance & Governance: Enabled organizations to adopt regulatory compliance controls, mirroring CrowdStrike’s ability to address compliance and audit-readiness
- - Secure Cloud Adoption: Partnered with executives to ensure secure migrations and hybrid-cloud strategies, aligning with CrowdStrike’s mission of protecting modern infrastructures
- Client relations
- Teamwork and collaboration
- Customer service
- Account management
Certification
- Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
- Microsoft Certified: Power Platform Fundamentals (PL-900)
- Microsoft 365 Certified: Fundamentals (MS-900)
- Microsoft Certified: Azure Fundamentals (AZ-900)
Languages
English
Native or Bilingual
Timeline
Senior Customer Success Account Manager
Microsoft
10.2012 - Current
IT Leadership Roles
Fleishman-Hillard / Government Policy Consultants
01.1998 - 01.2011
Bachelor of Arts - Geography
Carleton University