Mary M. Knight
Coventry,RI
Overview
19
19
years of professional experience
Work History
Senior Customer success manager – Team Lead
Aqueduct technologies
04.2019 - Current
- Perform day-to-day lifecycle management for all Enterprise Managed Services customers supported by the Network Operations Center and Activation Team.
- Conduct Monthly and/or Quarterly Service Reviews with key players within the customer's organization.
- Manage all adds, drops, and changes within the supported customers' environment.
- Ensure all customer documentation is complete and provides the NOC with all necessary information.
- Developed Customer Success within the Managed Services organization.
- Created process documentation, enhanced day one support to day two support within the internal teams.
- Assisted in recruiting, hiring, and training of additional Customer Success Managers.
- Certified Cisco Customer Success Manager
Client engagement coordinator
Carousel industries
09.2018 - 04.2019
- Responsible for the onboarding and renewal processes for new and existing Managed Services Clients.
- Ensure Financials are entered and validated.
- Host internal and client kick-off and status calls.
- Create monitoring worksheets to track the onboarding of equipment into the monitoring software.
- Generate reports out of monitoring software to validate that monitoring is in place.
- Developed documentation & training material for the Service Transition team related to onboarding.
Various Positions Held
Build A Bear Workshop
12.2006 - 08.2018
- Assistant Manager
- Store Manager
- Duel Store Manager
- Multi-Unit Store Manager
- District Trainer
- District Recruiter
- District Inventory Lead
- East Coast New Store Opener
- Interim/Back Fill District Manager (PTO /Etc)
Timeline
Senior Customer success manager – Team Lead
Aqueduct technologies
04.2019 - Current
Client engagement coordinator
Carousel industries
09.2018 - 04.2019
Various Positions Held
Build A Bear Workshop
12.2006 - 08.2018