Client Services Manager

• Jun 2014 - Present

• Responsible for keeping millions of people safe, secure and connected through all of Rave Mobile Safety’s SaaS product offerings. • Collaboration with customers of varying experience levels to troubleshoot and resolve a broad range of technical issues. Inquiries related to hardware, software, networking, operating systems and varying application functionality and integrations. • A critical customer relationship management role within Technical Support, with an emphasis on… Show more • Responsible for keeping millions of people safe, secure and connected through all of Rave Mobile Safety’s SaaS product offerings. • Collaboration with customers of varying experience levels to troubleshoot and resolve a broad range of technical issues. Inquiries related to hardware, software, networking, operating systems and varying application functionality and integrations. • A critical customer relationship management role within Technical Support, with an emphasis on collaboration and customer focus, helping clients shorten "time to live" and "time to value". Establishes and maintains strong, trusted relationships with strategic accounts by providing a single point of contact for engagements with Technical Support and Customer Success Teams. • Provide an expedient and focused implementation plan for new clients. Maintaining an in-depth knowledge and understanding of all available integrations and configurations. Provide a path of escalation when required for customers needing additional support or assistance. Serve as a customer advocate; partnering with Customer Support Team to identify and research technical issues, while collaborating with Product Management and Engineering Teams to record requirements for possible new feature functionality and enhancement requests. • While maintaining an awareness of the customer's unique implementations and project milestones, new instances focused on customer expectation and business needs. Organizing deployment / implementation plans, schedules, documentation, administration, training (may require multiple sessions based on job functions), best practices, marketing, as well as post-sales service and support offerings, while maintaining ownership of all tasks related to the deployment project. • Facilitate collaboration and knowledge sharing across multiple resources throughout the Technical Support and Customer Success Teams as needed, included Engineering, Product, QA, and Client Management Teams. Show less • Responsible for keeping millions of people safe, secure and connected through all of Rave Mobile Safety’s SaaS product offerings. • Collaboration with customers of varying experience levels to troubleshoot and resolve a broad range of technical issues. Inquiries related to hardware, software, networking, operating systems and varying application functionality and integrations. • A critical customer relationship management role within Technical Support, with an emphasis on… Show more • Responsible for keeping millions of people safe, secure and connected through all of Rave Mobile Safety’s SaaS product offerings. • Collaboration with customers of varying experience levels to troubleshoot and resolve a broad range of technical issues. Inquiries related to hardware, software, networking, operating systems and varying application functionality and integrations. • A critical customer relationship management role within Technical Support, with an emphasis on collaboration and customer focus, helping clients shorten "time to live" and "time to value". Establishes and maintains strong, trusted relationships with strategic accounts by providing a single point of contact for engagements with Technical Support and Customer Success Teams. • Provide an expedient and focused implementation plan for new clients. Maintaining an in-depth knowledge and understanding of all available integrations and configurations. Provide a path of escalation when required for customers needing additional support or assistance. Serve as a customer advocate; partnering with Customer Support Team to identify and research technical issues, while collaborating with Product Management and Engineering Teams to record requirements for possible new feature functionality and enhancement requests. • While maintaining an awareness of the customer's unique implementations and project milestones, new instances focused on customer expectation and business needs. Organizing deployment / implementation plans, schedules, documentation, administration, training (may require multiple sessions based on job functions), best practices, marketing, as well as post-sales service and support offerings, while maintaining ownership of all tasks related to the deployment project. • Facilitate collaboration and knowledge sharing across multiple resources throughout the Technical Support and Customer Success Teams as needed, included Engineering, Product, QA, and Client Management Teams. Show less

Technical Support Account Manager

• May 2013 - Jun 2014

• Established and maintained relationships across multiple customer accounts, providing a single point-of-contact for all customer engagements. Enhanced the customer’s experience and satisfaction providing information and feedback on all forward-planned projects, and through collaboration with global resources. • Maintained a working knowledge of customer’s unique implementation and environment. Coordinated all aspects of ongoing service activities and projects. Acted as an ambassador to… Show more • Established and maintained relationships across multiple customer accounts, providing a single point-of-contact for all customer engagements. Enhanced the customer’s experience and satisfaction providing information and feedback on all forward-planned projects, and through collaboration with global resources. • Maintained a working knowledge of customer’s unique implementation and environment. Coordinated all aspects of ongoing service activities and projects. Acted as an ambassador to the customer, while remaining the customer’s representative / advocate within PTC. Developed and maintained customer specific documentation, leveraging the technical teams based on the customer’s environment, providing guidance on all technical issues; pro-active and long term. • As an Escalation Manager (EM); on a reactive, short-term basis, provided customers with a single point-of-contact for highly escalated / mission critical issues. Prioritized, collaboration and coordination of global resources; Technical Support, R&D, Product Management, Global Services, and Sales Teams to develop action plans and drive resolutions. Follow-up and fault resolution, while providing status insight to senior and executive management teams.

Technical Support Escalation Manager

• Oct 2010 - Oct 2013

Customer Support Manager (CSM)

• Oct 2007 - Oct 2010

• Remote diagnostic tools and procedures, analyzing mission critical product failures / technical issues. Proprietary code level debug across multiple generations of EMC2 products. Troubleshooting at module level, interpreting errors, taking appropriate corrective actions. Provided validated technical information, instructions, and support requirements across multiple levels of the Technical Support organization. • Delegated and redistributed workloads to maintain the highest quality… Show more • Remote diagnostic tools and procedures, analyzing mission critical product failures / technical issues. Proprietary code level debug across multiple generations of EMC2 products. Troubleshooting at module level, interpreting errors, taking appropriate corrective actions. Provided validated technical information, instructions, and support requirements across multiple levels of the Technical Support organization. • Delegated and redistributed workloads to maintain the highest quality technical support level. Provided / coordinated 24 x 7 x 365 Global Support, escalating mission critical issues to senior and executive management. • Prioritized, collaboration and coordination of global resources to resolve ongoing service and support issues. Identifying and facilitating the route of all technical queries and problem resolution from the customer and field support to Corporate Technical Support and Engineering teams. Advising EMC Senior Management of developments and action plans. Coordinating global resources; Technical Support, R&D, Product Management, Global Services, and Sales Teams to develop action plans and drive resolutions. • Provided customers with a single point-of-contact for highly escalated / mission critical issues. Enhanced customer’s experience by acting as an ambassador to the customer, while remaining the customer’s representative / advocate within EMC. Developed and maintained customer specific technical documentation, educated customers by promoting technical “best practices”. Follow-up and fault resolution, while providing status insight to senior and executive management team.

Product Support Engineer (PSE) 1 & 2

• Oct 2003 - Oct 2007

Systems Test Engineer

• Oct 2000 - Oct 2003