Lance Howk
About Lance Howk
Lance Howk is a Principal Customer Success Manager at Axway, where he has worked since 2021, focusing on managing the customer lifecycle of SaaS API experiences. He has a background in customer service and technical management, with previous roles at Dell EMC, Sentinel Technologies, and Coinstar.
Work at Axway
Lance Howk has been employed at Axway as a Principal Customer Success Manager since 2021. In this role, he is responsible for managing the customer lifecycle of SaaS API experiences. His duties include structured post-sales onboarding and conducting regular health checks to ensure customer satisfaction and project delivery timelines are met.
Education and Expertise
Lance Howk studied General Studies at the University of Alaska Fairbanks. He also holds a Bachelor's degree in Electronic Engineering Technology from ITT Technical Institute in Seattle, Washington. His educational background supports his expertise in customer success management and technical service roles.
Background
Lance Howk has extensive experience in customer service and technical management. Before joining Axway, he worked at Dell EMC as a District Customer Service Manager for eight years. He also held positions at Sentinel Technologies, Coinstar, and SMS Systems Maintenance Services, where he developed skills in customer advocacy and technical support.
Achievements
Throughout his career, Lance Howk has successfully resolved account issues by leveraging resources from cross-functional teams. He led a 'get-well plan' that improved service recovery and increased margins on equipment sales orders and services. Additionally, he implemented a performance plan that exceeded divisional install compliance goals and increased customer satisfaction scores from 95% to 98.5%.