Experience

zLinq

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Major Client Services Manager

  • Dec 2022 - Present

  My role as a Major Client Services Manager is to act as a liaison between our Communications Lifecycle Management clients and the myriad of communications providers. Responsible for managing a complex and nuanced account base of up to $500,000 in monthly communications spend across multiple carriers and multiple clients. Preserve and grow assigned account base, including but not limited to: onboarding new clients, proactively identifying network and billing optimization solutions on behalf of clients, maintain regular and proactive client contact, deliver Guaranteed Savings to assigned base, identify and resolve billing issues, responsible for identifying unique solutions for technology optimization and migration projects, manage MACD projects from start-finish, negotiate contracts and-above all else-provide outstanding customer service. Show less



Optimum Business

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Success Manager

  • Mar 2017 - Dec 2022

  •Manage a portfolio of $190 million ARR providing ongoing customer support to ensure mutual success • Developed a customer retention strategy that included analyzing accounts to identify most profitable customers • Reduced churn by 15% through proactive outreach to at-risk customers • Collaborate with Sales, Operations, Engineering, and Project Management • Implement and contribute to strategies for new business development including pipeline management and account strategy • Work cross-functionally with other departments to support client lifecycle including renewals and new projects • Resolve customer escalations quickly and with ownership • Conduct regular reviews with each customer to identify needs, growth opportunities, retention, and customer pain points • Personally own 50+ accounts with “White glove” treatment ensuring customer expectations are exceeded • Manage in-flight projects to completion with adaptability through all phases • Created onboarding documentation for junior staff resulting in 20% reduction in training time • Perform audits of customer accounting Show less



Altice Business USA

• United States
• Telecommunications
• 1 - 100 Employee

• Carrier Contracts Manager

  • May 2013 - Mar 2017

• Senior Sales Operations Analyst

  • Feb 2011 - May 2013