Senior Technical Account Manager Resume

SUMMARY:

Senior Technical account manager / support escalation team managerA dynamic, results - driven technology leader offers a track record of success in working through complex business challenges while delivering innovative IT solutions for Confidential ’s enterprise-level customers.
Partners effectively with internal teams, customers, partners and executive- level stakeholders to produce strong results within an ever-changing environment.
Leverages knowledge of cloud computing solutions to increase value realization for customers while delivering sound leadership/team development to globally dispersed personnel.

EXPERTISE AREA:

PROFESSIONAL EXPERIENCE:

Senior Technical Account Manager

Confidential

Responsibilities:

Served as a trusted business advisor to 3 of Confidential 's top-tier Premier Support customers. I provided quality Service Delivery Management and guidance around the operation and optimization of their IT infrastructure as well as drove the implementation of new services and solutions that align with business goals.
Maintained long-term customer relationships and gained understanding of the IT organization’s impact on the overall business, what their goals and pain points are. Used these insights to create a Service Delivery Plan for helping customers achieve operational success with Confidential services and solutions.
Lead project team to plan and implement a monthly Lunch ‘N Learn session that drove increased revenue YoY by creating a forum where account decision makers could learn about Confidential technologies and business value. This proved to be a great value add by serving as a demand generation engine to help Confidential drive adoption and cloud consumption.

Americas Team Manager

Confidential

Responsibilities:

Lead international team of Crisis Managers who manage Critical Situations for Premier customers across all technologies. Met customer needs effectively by managing internal & external resources and communication across all stakeholders involved.
Lead project teams to plan, organize and hold annual offsite events for 60+ employees from U.S., Canada, Mexico and Brazil.

Support Escalation Manager

Confidential

Responsibilities:

Lead project team to design and implement the WIDITI training program (“Watch It, Do It, Teach It”), which enabled the Platforms org to train all Engineers without having to pull large numbers of them off the phones at any one time.
Lead project team to design and implement the G-SAP (Global SME Accreditation Program), which helps develop Engineers into Subject Matter Experts across a broad range of technologies.
Created/implemented The Expedited Engagement Model (TEEM), which is a coverage model that provides a system for quick, easy, and balanced distribution of all in-coming case volume to our U.S. based SEE/SEs. Goal was to develop a system for getting cases owned easily, and customers served quickly
Lead project team to produce Customer Focused Culture (CFC) Learning Event. Feedback: "Scott did an outstanding job of driving the cross-cluster CFC event. He coordinated well, enlisted help from peers and management. He organized, executed and facilitated the entire thing extremely well. The event and Scott's work exceeded expectations "

Service Delivery Manager

Confidential

Responsibilities:

Lead a hiring team that interviewed scores of candidates in Bangalore and New Delhi. Leveraged understanding of business needs to ensure we made sound hiring decisions.
Served as interim team manager when needed and lead team to reel off a string of 14 Very Satisfied surveys in a row (no Dissat surveys), which was unprecedented at the IGTSC up until that point. Demonstrated the Customer Focused Culture (CFC) traits required to make that happen, and in so doing, solidified credibility across group.

Team Manager

Confidential

Responsibilities:

Presented the Platforms After-Hours Support 24x7 business update to over 100 managers and senior executives at an offsite in Florida. Delivered a strong presentation that told a solid story about the 24x7 business, and earned respect from mgmt. team.
Lead team to focus on providing exceptional customer service and support, and team achieved the highest level of customer satisfaction across entire Setup Specialty.

Support Engineer

Confidential

Responsibilities:

Provided technical support to Enterprise level customers on all Windows Server Components, Systems Management Server and Small Business Server.