Customer Success Manager

• Jan 2019 - Present

• Focused on establishing and maintaining positive client relationships from an operational and strategic perspective.• Renew exiting contracts, as well as to obtain additional revenue within the assigned account workload.• Continuously seek opportunities to increase customer satisfaction, revenue, profitability, and loyalty.• Act as a product expert and assist clients in achieving maximum ROI through consultation, training and analysis.• Responsible for assuring the Service Level Agreement for all customers.• Develop and document high-level strategies for accomplishing specific project objectives.• Build client relationships, discuss delivery of services, improve communications and set expectations by coordinating deliverable, and meeting and exceeding expectations by anticipating client’s needs with a proactive approach.• Review and recommend changes to Business Process Flow as appropriate to maximize the efficiency of the application and functionality.• Ensure CSATs and NPS score are maintained

Customer Success Manager

• Jun 2021 - Present

Sr. Technical Solution Engineer

• Jul 2014 - Jan 2019

--Coordinate all notifiable changes with Client, make sure all relevant stakeholders within Client are notified in advance--Providing technical expertise in support of ClickSoftware's direct customers as well as partners, ---Systems Integrator and Internal Implementation project teams --Resolving complex technical issues on the ClickSoftware cloud while maintaining SLA--Working closely with the rest of the Support tiers and R&D group on product defects --Leading the escalations received from first level support.--Training the new hires with Product Knowledge and Internal Process .--Writing and Maintaining Technical Document regarding new product details and issue resolution.

Technical Support Analyst

• Nov 2012 - Mar 2014

--Deploying virtual desktop using build templates in vcenter.--Managing VM through Vsphere Power CLI. Migration of VMs to different hosts.--Supports published desktops, published applications, and/or virtual desktops --Experience with Citrix Xen Desktop provisioning server, to include: adding, allocating and managing virtual desktop for end-user devices.--Managing virtual desktops and allocations via computer management. --Deploying virtual desktop using build templates in vcenter.--Managing VM through Vsphere Power CLI. Migration of VMs to different hosts.--Supports published desktops, published applications, and/or virtual desktops --Experience with Citrix Xen Desktop provisioning server, to include: adding, allocating and managing virtual desktop for end-user devices.--Managing virtual desktops and allocations via computer management.

Software Support Engineer

• Apr 2011 - Nov 2012