OBJECTIVE

• Obtain a challenging opportunity with an organization that will utilize my skills to solve problems in the areas of technical, project management, customer success, service delivery and operations management.

SUMMARY

• Successfully managed customer’s accounts both locally and globally, through the various stages of the sales process.
• Proven ability in account management with demonstrated experience in meeting customer’s technical, billing and service needs.
• Experienced in problem - solving, using strong written and verbal communication skills.
• Displaying my proven ability to effectively communicate at all levels of management and organizations.
• Adept at sizing up customer needs, analyzing business models, developing custom customer solutions, and meeting with customers.
• Continually growing skills, organized, detail oriented with the ability to multi-task, meet deadlines and prioritize work.
• Able to develop solutions using self-initiative, creativity and an optimistic attitude.

PROFESSIONAL EXPERIENCE

Confidential

Senior Customer Success Manager

Responsibilities:

• Work with key accounts across Latin America to provideday-to-day point of communication between the customer and VitalSource; communicate and advocate individual customer needs to internal stakeholders
• Provide customer training on VitalSource systems and tools for metadata and content delivery management, along with LMS integrations
• Provide communication on VitalSource software features and functionality, plus upcoming features, issues and downtime
• Coordinate resources within VitalSource as appropriate to meet the customer’s needs; work productively across functions with all internal stakeholders including Sales, Marketing, Finance, Product and Development
• Perform onsite customer visits with accounts to discuss needs, assess health of account and provide training along with demonstrations on upcoming releases
• Evaluate and monitor the overall health and happiness of the customer, and share this information and customer insights with internal stakeholders
• Assist in long term goal planning with accounts and identify areas in which to upsell and additional products

Confidential

Project Manager

Responsibilities:

• Manage day to day operations and projects for global staff of data center engineers for the Confidential Intercloud network
• Allocating resources to perform work using ITIL standards.
• Conduct 1:1 meetings with engineers, facilitate regular team meetings
• Provide documentation for work plans and follow plan through completion
• Ensure projects are performed on time and on budget
• Serve as an escalation point between teams and providing on call support
• Assist with analytical reporting using excel, Service Now, Tableau
• Developing and documenting operational procedures
• Document work performed and provide customer feedback
• Ensuring existing protocols and best practices are followed
• Using data to identify trends in work and addressing needs in the various sites
• Create relationships between various business units to ensure staffing needs and work flow concerns are addressed.
• Triage calls for help desk staff
• Enter call tickets and see them through completion
• Handle logistics for incoming parts

Confidential

System Engineer/ Resources Deployment/Project Manager

Responsibilities:

• Handles incoming support calls and provides initial call assessment
• Triage calls for help desk staff
• Perform maintenance on customer equipment and perform tier 1 support duties
• Deploy and manage onsite monitoring equipment
• Coordinated engineering staff on various projects
• Provide customer escalation point
• Serves as a liaison between sales department and end users
• In charge of day to day operations of a staff of 10-15 engineers
• Engineering resource coordination for all project implementation, and documentation
• Handles logistics for incoming parts
• Responsible for maintaining high billable utilization across engineering team
• Enter call tickets and see them through completion

Confidential

Account Executive/ Technical Sales Support

Responsibilities:

• Formed relationships with existing customers and assure continued sales
• Gauged current customer accounts to recommend new services and product upgrade
• Served as a resource for the customer support staff by answering questions and finding solutions to customer billing, support, issues,
• Worked with new customers from acquisitions, assist in transition and provide post acquisition support
• Collaborated on projects for management to assist in upgrading customers from products and services that where to be discontinued and develop solutions to meet their needs to replace said services
• Contributed with marketing department on sales material and promotions
• Represented organization in local chamber of commerce events and expos
• Consulted with clients to understand extended needs and provide some post installation support
• Served as a technical liaison between customers and engineering
• Coordinated with project manager’s and provisioning department to deliver customer solutions
• Supported dialup, email, website issues. Operating systems such as Windows, Macintosh, and Linux PC’s, supported every email client and web browser.
• Advised customers on network setups, such as router configuration
• Escalated issues with telecommunication vendors and update customers on status of the situation each hour until issue has been resolved
• Mediated with customers on billing issues, worked with finance department with product audits
• Offered additional products and services, sold services to new customers