Senior Partner Success Manager

• Mar 2023 - Present

Partner Success Representative

• Apr 2021 - Mar 2023

Integration Support Engineer

• Feb 2021 - Apr 2021

-Partner with clients and vendors to effectively scale integrations within the iCIMS platform

Technical Support Engineer III

• Jun 2019 - Feb 2021

Customer Success Manager II

• Nov 2018 - May 2019

-Manage and advocate for a set book of accounts.-Partner with various departments to ensure all customer needs are met-Proactively monitor customer health through various KPI's

Technical Account Manager II

• Feb 2017 - Nov 2017

Technical Account Manager

• Nov 2015 - Feb 2017

-Establish and maintain a technical relationship with assigned customer accounts within the Enterprise segment (customers with more than 2,500 employees).-Liaise with our internal Software Developers to address/resolve technical issues and provide feedback to customer, helping them to understand issues, timelines, and next steps-Support assigned customers providing guidance to ensure optimum utilization of our platform and ROI-Responsible for addressing & resolving complex support escalations from in-bound inquiries through our ticket system while also proactively planning touch points with assigned customers.-Maintain platform expertise through continued internal training – is the Subject matter expert on our platform for the client.-Assess the Need vs Want for business requirements and provide consultative feedback with recommendations.-Establish and maintain internal stakeholder relationships to benefit customer needs-Collect and track information and details of all problems identified and update and maintain case documentation within the Salesforce.com system related to customer issues.-Attempt to recreate and resolve issues without escalating the calls to advanced personnel-Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies Show less

Account Representative

• Dec 2012 - Nov 2015

Help Desk Technician

• Nov 2011 - Nov 2012

Troubleshooting of problems within the database.