Experience

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  AVEVA

  • United Kingdom
  • Software Development
  • 700 & Above Employee

  • Technical Success Manager

    • Aug 2021 - Present

    Actively drive customer satisfaction by assuring desired outcomes with AVEVA products and services. The TSM role is focused primarily in post-sales and works in a complementary fashion with the Sales Account and Technical Support teams under the Customer FIRST program umbrella. Work with nominated customers through the life cycle of the customer relationship to provide smooth implementations. Responsible for leading adoption activities including educating customer sites on support processes, training requirements, and meeting expected outcomes. Primary point of contact for "post sales" escalations and the customer champion within AVEVA. Also responsible for working with cross functional teams (internal and external) to ensure a timely resolution of the customer’s escalations and complex technical issues. Conduct root cause analysis and drive continuous improvement using project management skills for managing related action items, and communicate and update customers understanding of future roadmaps and in upgrade/migration planning.

  • Global Technical Account Manager

    • Mar 2012 - Aug 2021

    Primary technical point of contact for nominated Top 10 AVEVA global customers. Responsible for defining, planning, managing and executing technical account strategies to increase penetration and adoption of AVEVA solutions. Optimize customer satisfaction with premier customer accounts – primary focus is Engineering Procurement and Construction (EPC) accounts.

  • Professional Services Manager

    • Jan 2000 - Mar 2012

    In addition to customer consulting engagements, responsible for America’s Technical Services. Responsibilities included detailed scope development for customer implementations, resource customer engagements, and act as the conduit for customer escalations and issue resolutions.

  • Technical Support Manager

    • Aug 1995 - Jan 2000

    Primary role included customer support and training in the use of Cadcentre’s flagship application Plant Design Management System (PDMS). Primary responsibility included instructor and consultant for industrial Plant Layout and Design with PDMS.

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  On Board Chemical Corp

  • Edison, New Jersey, United States

  • Computer Aided Design Designer

    • Jun 1984 - Aug 1995
    • Edison, New Jersey, United States

    Major accomplishments include using computer based 3-dimensional modeling system on major capital projects. Responsible for developing best practice framework with 2-dimensional data centric (intelligent) computer aided drafting. Received a Bronze commendation for service and documentation of company standard symbol libraries. Supported users of MicroStation and other desktop software applications.