David Rothe
Client Success Manager at Click Boarding- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Spanish -
-
French -
Topline Score
Bio
Credentials
-
Dell Certification
-
Experience
-
Click Boarding
-
United States
-
Human Resources Services
-
1 - 100 Employee
-
Client Success Manager
-
Jan 2022 - Present
In this role as Client Success Manager I work with customers to ensure they're receiving the tools and support needed to achieve their goals while promoting retention and loyalty. This includes managing the client lifecycle from post sales to implementation to Go live, QBR's and contract renewals. I am currently responsible for managing relationships for 30 clients, ranging from SMB to Enterprise.
-
-
Team Lead - Customer Care
-
Aug 2018 - Jan 2022
In my role as Team Lead - Customer Care, I was instrumental in building a support model from the ground up and leading a team of talented support agents. I coached and mentored team members to identify opportunities that created awesome client experiences. I believe in empowering support agents, allowing them to manage a customer issue themselves rather than needing to escalate up the chain of command. This allows them to feel greater pride in their work while making life easier for your customers, who won’t have to repeat themselves to a supervisor or manager. While in this role, the Customer Care team consistently achieved a CSAT rating of 97% or above by cultivating an audience of happy and loyal customers and treating customers the way you’d want to be treated.
-
-
-
Delta Air Lines
-
United States
-
Airlines and Aviation
-
700 & Above Employee
-
IT Business Analyst - Mobility
-
Dec 2016 - Aug 2018
· Specializing in the Global Management of the Mobile Lifecycle including RFP's, contract's, ordering, activation, support, training, recycle, invoicing and optimizations. · Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.· Communicate client’s business requirements by constructing easy-to-understand data and process models.· Provide end-user support for mobile ordering and configuration issues.· Specialties: Mobility, MDM, Technical Process, Process Improvement, Customer Support, Collaboration, Vendor Management
-
-
-
Thomson Reuters
-
Canada
-
Software Development
-
700 & Above Employee
-
Senior Sales Support Consultant - IT Business Analyst
-
Feb 2011 - Dec 2016
· Business Analysis - Involved in writing proposals for hardware changes, suggestions and writing business cases for software and hardware recommendations. I served as a technical liaison between IT and business teams.· HP Service Manager/Incident Management experience· Provided High Level Software/Hardware support for all field sales personnel· Mobile Device Management – AirWatch Administration· Administer mobile devices (iOS and Android) for field sales personnel· Mobile core team member· Salesforce support
-
-
Technical Support Analyst
-
Feb 2007 - Feb 2011
Provided IT support for Field sales users in a tier 2 role.
-
-
-
Northwest Airlines
-
Airlines and Aviation
-
700 & Above Employee
-
Senior Analyst
-
Jan 2006 - Jan 2007
Senior Analyst developing reference procedures for the Help Desk team• Standard Procedures Support• Represent the support desk regarding upcoming technologies and solutions• Develop Help Desk procedures for new technologies and solutions• Develop web conversion for reference material from Adobe Framemaker• Develop and Maintain local reference material html website for help desk.• Help Desk Liaison to Data Security, Technical Operations, Crew Systems and Telecommunnications
-
-
System Analyst
-
Jan 2003 - Jan 2006
Provide first level technical support for Global IT Infrastructure supporting 50.000+ employees throughout the U.S. and overseas. • Troubleshoot hardware, software and connectivity issues for a mixed UNIX, Windows NT/2000 and mainframe environment.• Supported remote access using dialup/VPN SecurID.• Leveraged extensive experience in multiple operating environments including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix.• Escalated issues as needed and maintained communication with customer and Technical teams.• Earned a solid reputation for resolving complex issues and providing exceptional customer service.• Demonstrated Exceptional skills and professionalism and responsiveness across a wide variety of areas.
-
-
-
Modus IT Ltd
-
Ireland
-
Technology, Information and Internet
-
1 - 100 Employee
-
Field Engineer - Northwest Airlines
-
Feb 2001 - Jul 2001
Contract work with Northwest Airlines involving:• Windows NT Migration Team/Project (Implementation and Support)• Manually migrate 500+ PC's into the NT domain• Changing computer names• Manually enter the PC into NT domain• Resolve any problems encountered during the process• Trouble-shooting with Windows NT4, Windows 2000, Novell and Sun Contract work with Northwest Airlines involving:• Windows NT Migration Team/Project (Implementation and Support)• Manually migrate 500+ PC's into the NT domain• Changing computer names• Manually enter the PC into NT domain• Resolve any problems encountered during the process• Trouble-shooting with Windows NT4, Windows 2000, Novell and Sun
-
-
Education
-
1992 - 1994
Normandale Community College
Associate of Arts and Sciences (AAS), General Studies -
1988 - 1991
Dundee-Crown High School - Carpentersville, IL
High School, High School/Secondary Diplomas and Certificates -
1989 - 1990
Tasis England - Thorpe, UK
High School, College/University Preparatory and Advanced High School/Secondary Diploma Program
Community
