SUMMARY:

• A multifaceted senior leader with extensive experience in Customer Success Management, Service Operations, Field Services and Team Management committed to customer satisfaction and retention.
• Excellent communication and management skills with a focus on empowering a team to be successful.
• Proven ability to work efficiently, and
• Self - motivated with demonstrated ability to motivate others to achieve results in complex situations

SKILLS HIGHLIGHT:

• Extensive Customer Success, Service Management & Delivery experience
• Strong Customer Engagement experience with an emphasis on Contract Management & Global Service Delivery
• Escalation and Incident Management
• Call Center Operations
• Reporting with a focus on SLA & Process Improvement Management
• Customer Account Management
• Client facing & Collaboration
• Revenue Retention and Growth
• Strong interpersonal and leadership skills
• Team Management responsibilities include: Hiring, Managing Performance, Goal Setting and Coaching
• Executive level Presentation
• Training and development
• Field Service Operations
• Vendor and Partner resource management

EXPERIENCE:

Manager of Service Delivery

Confidential, Charlotte, NC

Responsibilities:

• Lead a team of Service Delivery Managers supporting Confidential ’s enterprise customer base. Build credibility, manage performance and drive a trusted advisor relationship program within the client base.
• Responsible for contract management and to drive continual improvement and adherence of delivery team's performance on all incident management and resolution, as well as day to day deliverables within the client portfolio.
• Identify, initiate, and be accountable for overall Service Delivery for the top 10 Enterprise accounts
• Drive and monitor contact center and support teams’ interactions and deliverables for assigned accounts to ensure efficiency and effeteness for the account base
• Maintain consistent communication with CXO level stakeholders and drive Service Level Attainment
• Responsible for contract analysis, overall maintenance performance. Work closely with Professional Services and support delivery teams, as well as working with legal on MSA drafting and modifications
• Drive customer advocacy throughout the organization to deliver a total customer experience.
• Work closely and collaborate with all support teams and sales to ensure that we are optimizing processes and service offerings to meet customer needs as well as sharing data to drive continuous improvement to achieve operational and situational awareness. Manage partners and vendors providing services for clients on engagements needing external resources.
• Responsible for retaining and managing revenue of over 12 million in services and identify upsell opportunities to help grow new revenue streams.
• Increased revenue on average of 13% quarterly across account portfolio
• Hold monthly account reviews with direct reports and quarterly customer QBR’s.
• Promote and drive customer satisfaction surveys to better understand the state of the business and drive process improvement to deliver the best customer experience.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manage customer expectations by developing performance metrics & reporting, escalation management & communication plans.
• Work side by side with the Support management teams and direct reports to resolve any open issues to maintain customer satisfaction and expectations
• Managed the on boarding of new clients to ensure a successful transition.
• Contribute to the development, ongoing assessment of the team and conduct high-level relationship management for new and existing clients. Single point of contact for key customer executives, speaking comfortably on reporting, analytics, and impact tied to client service level agreements

Manager of Professional Services

Confidential, Charlotte, NC

Responsibilities:

• Managed a technical and service delivery team for Confidential ’s Mid-Atlantic Professional Services Practice.
• Worked with large enterprise accounts, Bank of America, Wells Fargo, Coke, and Capital One. Managed staff augmentation and consulting services that consisted of technical design to lifecycle support for all Confidential products. Managed critical data center migrations and customer change controls.
• Managed a team of 20 technical consultants consisting of System Architects, Project Managers, Implementation and Delivery Specialists.
• Leading and planning the execution of the overall work stream(s) for project kick offs necessary to deliver the engagement to include managing metrics such as; project operating margin, client satisfaction, staff utilization.
• Delivering the contracted client outcome always
• Preparing and delivering succinct, clear and insightful and influential executive-level presentations.
• Proactively identifying client needs and assisting in developing solutions, this includes identifying business development/upsell opportunities.
• Leading effective, cross-functional working sessions with clients and stakeholders.

Regional Service Director

Confidential, Charlotte, NC

Responsibilities:

• Managed a team of 3 District Managers with 35 Field Service Engineers consisting of Implementation and Break and Fix field engineers supporting customers
• Responsible for service delivery for Enterprise and Mid-market level accounts including hardware and software installation, and maintenance and troubleshooting for all Confidential sold products
• Managed Change Control processes and was an executive sponsor for escalation management for enterprise named accounts
• Maintained a high level of customer satisfaction at all times. Managed Call center and logistics teams to deliver to the best possible service outcome to our clients
• Managed day to day operations for the team, consisting of customer management, employee management and being an overall customer advocate
• Worked with sales teams, Project managers and engineering to maintain the total customer experience
• Contract analysis and MSA management for new and existing clients
• Conducted monthly meetings between sales and customer service to better bring the teams together to deliver the best service to our customers
• Responsible for customizing service delivery reports for senior management and customers. Tracked SLA’s and reported monthly for Goal based deliverables.
• Met with customers monthly to ensure and build relationships.
• Was awarded Field Service Director of the year in 2010, 2011 and 2012 for maintaining the best utilization of staff and customer satisfaction survey results.
• Designed and rolled out training curriculum quarterly for team members for corporate mandated training and Individual development plans.
• Lead cross-functional delivery teams to deliver impactful business outcomes
• Developed integrated plans to establish, monitor, manage and report key milestones and deliverables
• Supported the triage and resolution of critical program or project issues and scope changes throughout the project phases