Alex Flory
Dayton,OH
Summary
Experienced client and delivery manager with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Responsible for delivery of multiple projects, including Hardware Support, SaaS, and Infrastructure/Network monitoring. Excels with interfacing with customer and internal stakeholders, with excellent communication and presentation skills. Motivated individual, with a goal of exceeding expectations and delivering the highest level of service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Uniphore
2023.01 - 2024.04
- Led customer engagement strategies throughout the lifecycle process of a customer, including landing, implementation, adoption, retention, and the renewal phases
- Worked with Uniphore U-platform product suite, including call recording, AI self-service, and AI agent assist product lines
- Developed customer relationships resulting in becoming customers trusted advisor and advocate for Fortune 100 customers across the Financial, Retail, and Insurance domains
- Developed core key relationships with stakeholders throughout the customer key business organizations, ranging from product users through product sponsors at the executive level
- Focused on driving customer loyalty and product adoption to maximize client retention, as well as developing expansion opportunities of new use cases, enabling growth of ARR
- Generated and delivered Business Executive Reviews that included: engagement metrics, key KPI reports, and details on the overall value realization from AI solutions enabled
- Owned the renewal and upsell/expansion opportunities for each customer with a book of business of over 5 million ARR
- Engaged in cross functional initiatives with the Product, Sales, Support, and Development teams to increase customer satisfaction, increase subscription utilization, and reduce customer churn
- Responsible for maintaining internal customer updates to Uniphore management and executive teams, including tracking escalations, monitoring customer health, and forecasting renewal projections
- Utilized customer engagement and incident tracking tools, including Gainsight, Salesforce, JIRA, DevREv, and ServiceNow.
Service Delivery Manager
Red Box (Now a part of Uniphore)
2020.11 - 2022.12
- Owned all support, reporting, and implementation of Red Box recording platform for enterprise level customers
- Responsibilities included: Managed a dedicated support team responsible for operations in a highly customized environment, supporting recording, playback, and compliance requirements of over one million calls per day
- Designed and presented weekly, monthly, and quarterly reporting on KPIs, project implementation status, and change management to client operations managers and executive stakeholders
- Implemented ITIL standards for support and change processes within customer environment
- Performed project management across multiple engagements, including product rollouts, major data center migrations, and software release rollouts for a multi tenanted environment, ensuring customer compliance and security audits were met
- Acted as a product advisor for the customer, and partnered with the internal account teams translating the generated value from the team into presentable metrics as required for contract renewal and upsell opportunities
- Partnered with other functional groups internally, including Sales, Product, Development, and Global Support as the customer advocate to ensure client satisfaction and enable contract renewals
- Managed remote hardware refresh project for a financial institution that involved the total replacement and upgrade of EUC equipment in over 200 locations
- Implemented and configured telecommunication SaaS platform with over 99.9% uptime
Service Delivery Manager
UST-Global
2018.01 - 2020.11
- Oversaw project deliverables for multiple Fortune 500 companies
- Projects included customers in the Healthcare, Financial, and Telecommunications domains
- Responsibilities included: Designing and Implementing cloud based platforms to delivery SaaS options
- Managing all documentation and drafted weekly project communication reports, which were presented at meetings
- Documenting and Optimizing process/procedures to increase team productivity
- Creating and Reporting on KPI metrics for service delivery
- Managed multiple analyst teams, both in the United States and Offshore - with over 45 direct reports
- Implemented customer contact processes that improved customer satisfaction from 70% to over 92%
- Reduced attrition levels on support team from 20% to under 4% yearly
- Oversaw process and workflow optimization to reduce required staffing by 30%.
Technical Support Engineer
UST-Global
2015.04 - 2018.01
- Acted as escalation contact for technical support team
- Performed remote and in person support including hardware repairs/replacements, integration/automation support, and back end infrastructure/network configurations and deployments
- Responsibilities included: Answering inquiries by effectively researching, locating, and relaying information to customers
- Proactively developing and deploying solutions to meet the needs of customers
- Determining the priority and severity of multiple issues, and using time management and multitasking skills to meet the requirements of multiple customers simultaneously
- Supported technologies included Windows Server (2012, 2016), Microsoft SQL Server, Linux RedHat, Oracle-SQL.
Technical Support Engineer, Lead
AVI-SPL
2012.08 - 2015.04
- Acted as escalation contact for technical support team
- Performed remote and in person support on high end deployment systems, including hardware repairs/replacements, integration/automation support, and back end infrastructure/network configurations and deployments
- Responsibilities included: Answering inquiries by effectively researching, locating, and relaying information to customers
- Managed 30-40 open technical requests simultaneously
- Proactively developing and deploying solutions to meet the needs of customers
- Determining the priority and severity of multiple issues, and using time management and multitasking skills to meet the requirements of multiple customers simultaneously.
Video Conferencing Technician
Iformata Communications
2012.08 - 2007.03
- Technical support contact for various clients using our hosted video conferencing platform
- Responsibilities included: Creation, management, and tear-down of 50-60 video conferences daily
- Working with external clients of our customers to find video conferencing solutions, developed and documented profiles for these to be used a future times
- Managing and investigating open trouble cases, concerning both technical problems with equipment and quality assurance problems
- Daily status checks on all equipment to proactively find and correct problems before they could cause an operation failure for the user
- Installation and configuration of new systems.
Education
Bachelor of Science - Informatics
Indiana University
Bloomington, IN05.2013
Skills
- IT Service Management
- IT Troubleshooting
- KPI Development & Improvement
- ITIL Framework
- Data Analysis
- Communication and Presentation
- Customer Relationship Management
- Service Delivery
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Customer Advocacy
Websites
Certification
- Certified Customer Success Manager (CCSM) Level 2
References
References available upon request
Timeline
Customer Success Manager
Uniphore
2023.01 - 2024.04
Service Delivery Manager
Red Box (Now a part of Uniphore)
2020.11 - 2022.12
Service Delivery Manager
UST-Global
2018.01 - 2020.11
Technical Support Engineer
UST-Global
2015.04 - 2018.01
Technical Support Engineer, Lead
AVI-SPL
2012.08 - 2015.04
Video Conferencing Technician
Iformata Communications
2012.08 - 2007.03
Bachelor of Science - Informatics
Indiana University
- Certified Customer Success Manager (CCSM) Level 2
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