Joseph Tubesing
Sr. Technical Account Manager
New Palestine,IN
Summary
Dynamic Senior Technical Account Manager at NICE CXone, recognized for transforming high-risk accounts into loyal advocates, resulting in customer NPS scores consistently above 75. Leveraging extensive leadership experience from Infosys, expertise in business process improvement and customer service has driven significant enhancements in customer experiences and operational efficiency. Proven track record of fostering strong client relationships and ensuring service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Technical Account Manager
NICE CXone
11.2021 - Current
- Completed multiple NICE certifications as well as their leadership program
- Helped re-define the TAM role by leveraging RACI and proper organizational change management
- Improved and then maintained high customer NPS scores of 75+
- Turned several high-risk accounts into customer advocates for NICE
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Conducted regular meetings with customers to discuss account status updates and product enhancements.
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products.
Manager – IT Services, Support and Operations
Infosys
07.2019 - 11.2021
- After being asked, I stepped back into this role and hit the ground running, with little ramp-up time.
- One of the key people who helped turn around a failing outsourcing.
- Redefined employee career paths and reporting structures for both onshore and offshore resources.
- Managed executive-level escalations and brought them to a swift resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Recruited and trained new employees to meet job requirements.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
Sr. Solutions Engineer
ConvergeOne
01.2021 - 05.2021
- Quickly fell into a leadership-type role, guiding my peers and others to better support our customers.
- Trained and helped manage other engineers, which led to a better customer experience and overall retention.
- Established new processes that led to more efficient and improved customer response times and resolutions of issues.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
Manager – IT Services, Support and Operations
Genesys/Infosys
07.2019 - 01.2021
- Provided leadership during times of organizational change or crisis situations.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Oversaw daily operations, maintaining efficiency, and KPIs.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
System Engineer -> Sr. Principal Engineer
Genesys | Interactive Intelligence
05.2015 - 07.2019
- Provided and enabled world-class customer experiences during unprecedented case and customer growth
- Maintained an average of 75+ NPS score throughout my career in various roles
- Maintained KPIs while working complex ticket loads as high as 25+ cases
- Handled troubleshooting for software and hardware and promptly resolved issues.
- Built an entire team's training and development regime from scratch, shortening employee ramp-up time in half.
- Lead and effort to build out an entire teams knowledge base system from scratch
- Worked with cross-functional teams to achieve goals.
Education
Bachelor of Science - Computers and Information Technology
Purdue University
West Lafayette, IN05-2015
Skills
- Leadership & Teambuilding
- Analytical Problem-Solving & Troubleshooting
- Organizational Change Management & Business process improvement
- Client Support & Service Excellence
- Effective Communication & Relationship management
Accomplishments
- H2 Manager Award of Excellence for 2019
- Engineer of the Year - 2017
Certification
- ITIL Foundations - Nov. 30th, 2017
Affiliations
- Married, Father of 2
- Avid Gamer and Movie watcher
References
Available upon request.
Timeline
Sr. Technical Account Manager
NICE CXone
11.2021 - Current
Sr. Solutions Engineer
ConvergeOne
01.2021 - 05.2021
Manager – IT Services, Support and Operations
Genesys/Infosys
07.2019 - 01.2021
Manager – IT Services, Support and Operations
Infosys
07.2019 - 11.2021
System Engineer -> Sr. Principal Engineer
Genesys | Interactive Intelligence
05.2015 - 07.2019
Bachelor of Science - Computers and Information Technology
Purdue University