Mike Ubezzi
Seattle,WA
Summary
Personable and dedicated Customer Success Manager with extensive experience in Enterprise Application Integration. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Success Manager
First American Title Insurance Company
09.2021 - Current
- Drive the migration and adoption of a hybrid ASP.NET/WCF console application to a REST-based, Azure and AWS hosted, Title Insurance/Escrow order management platform through a digital transformation.
- Conducted regular check-ins with clients to ensure their needs were met.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
Cloud Solutions Engineer
Microsoft (Azure)
Redmond, WA
03.2018 - 11.2020
- As part of the Azure (CXP) Community Engineering team, increase Azure growth through a relentless pursuit of satisfying every customer interaction through forum channels.
- As the Azure databases service area lead, directly engage with Azure developers and IT professionals in Azure communities including Microsoft Q&A, GitHub, and Stack Overflow to answer technical questions and help solve customer problems.
- Collaborated with Engineering and other multi-functional teams on specific user-impacting issues and bugs.
- In a lead role, help team members grow skills and knowledge through MBR/QBR, product demos, and lunch and learn sessions.
Customer Success Manager
Red Hat
Redmond, WA
06.2015 - 10.2016
- Established as the trusted adviser in a Microsoft Azure + Red Hat relationship in a hands-on role supporting lift-and-shift migrations of on-premise Enterprise Red Hat deployments to Microsoft Azure.
- Clearly and concisely explain the business and technical value of Red Hat, Red Hat offerings, and solutions, and how they address customer strategic priorities.
- Assess key business challenges, develop high-level strategies for customer success, coordinate implementation, and inspire stakeholders to ensure successful customer outcomes.
Presales Engineer
OpenMarket
Seattle, WA
02.2014 - 05.2014
- Managed the technical sales engagement for new/additional business opportunities within targeted accounts for enterprise customers looking to deploy a (SaaS) regional/global SMS/MMS communications strategy to/from their customer base, in support of a single Account Manager
- Participate on discovery calls and extend solution footprint within an existing account while also strategizing use cases to enter new accounts.
Technical Project & Product Manager (Contract Role)
Univera, Inc.
Seattle, WA
05.2013 - 12.2013
- Lead a team of developers and provide overall technical project leadership to the business for a retail/inventory CRM solution replacement from an on-premise to a SaaS vendor hosted solution, leveraging the .Net Framework and Microsoft technologies.
Product Specialist
Edifecs
Bellevue, WA
08.2010 - 03.2013
- Joined Edifecs as a Product Support Specialist role and quickly gain mastery of their HIPAA compliant, EDI transaction gateway solution
- Grew my skill-set to move into a professional services role (Product Specialist), working with the customer on-site on more advanced supportability issues while also wearing a sales engineering hat to demonstrate features and capabilities to grow the application footprint within the account
- Worked primarily with Java on Red Hat Linux with Microsoft SQL Server, including EMC, NetApp, VMWare enterprise components.
Support Engineer
SmartFocus
Bellevue, WA
01.2009 - 10.2009
- Short-term role in technical support with the subsidiary PivotLink, working with SMB customers to resolve issues with a (SaaS) hosted analytics solution, providing customer support via phone and email; resolving data import issues, and assisting the customer to extract the most from their subscription, configuring dashboards and reports on top of a columnar data store.
Solutions Architect, Emulator Technical Lead (T-Mobile)
NewBay Software
Bellevue, WA
10.2007 - 11.2008
- Joined NewBay Software as a Systems Engineer, working on-site at T-Mobile and supporting handset vendors with issues pertaining to the development of the MyFaves mobile handset solution
- Advanced my skill set into a Solution Architect role, working primarily with T-Mobile to grow the MyFaves solution, while also presenting to North American Tier 1 carriers a white label virtual photo album (Handset-to-Web) where Facebook & YouTube ultimately became the preferred solutions.
Presales Engineer
Hewlett Packard Enterprise
Bellevue, WA
10.2006 - 08.2007
- As part of a west coast sales team, engage prospective customers through the RFP and POC process, traveling to customer site for face-to-face demo and solution pitch
- Installed/configured HP BTO (ITIL/ITSM) software products on-site for successful proof-of-concept initiatives, leveraging agent and agent less data collection using common tools/commands to identify L2-L7 traffic within a LAN environment.
Analyst Programmer
Accenture Technology Solutions
Seattle, WA
01.2002 - 08.2006
- In an FTE technical consulting role specializing in middleware technologies, successfully fulfilled multiple project assignments with fortune 1000 companies, as well as growing my career level within Accenture from Analyst Programmer to Systems Analyst.
Systems Engineer
Quintessent Communications
Redmond, WA
01.1999 - 01.2002
- Joined Quintessent in technical support as a Customer Support Engineer, learning the product by helping customers via phone and email
- Advanced to professional services as a Systems Engineer, working directly in solution deployment and integration on a per project basis
- Hands-on experience with Vitria Businessware process models and middleware endpoint (CORBA).
Education
Some College (No Degree) - Information Technology (Business Applications)
University of Phoenix
Tempe, AZSkills
- Presales
- Software Development
- Solution Architecture
- Architecture
- Communication
- Computer Science
- Customer-Focused Selling
- Technical Leadership
- Customer Relationship Building
- Strategic Planning
Training
Gainsight - Customer Success Management 101, 201, and 301 (Red Hat)
Miller Heiman, The New Strategic Selling (NewBay Software)
Managing and Leading the Virtual Team (Accenture)
Microsoft Solutions Architectures: Conceptual and Logical Design (Accenture)
Improving .NET Application Performance and Scalability (Accenture)
Affiliations
- Excited about cycling and skiing based tourism.
Accomplishments
- First American Quarterly Recognition Award Winner: "We would also like to recognize Mike, who is highly appreciated by partners for his technical expertise and customer-centric approach. Mike's proactive initiative to understand both technical and business aspects has positioned him as the front man, offering insightful guidance and showcasing unwavering dedication to our Direct Division partners and others. His collaborative efforts consistently bring immense value to our teams and business. Mike's frontline role reflects his commitment to our customers ans his determination to deliver the best for them."
Timeline
Customer Success Manager
First American Title Insurance Company
09.2021 - Current
Cloud Solutions Engineer
Microsoft (Azure)
03.2018 - 11.2020
Customer Success Manager
Red Hat
06.2015 - 10.2016
Presales Engineer
OpenMarket
02.2014 - 05.2014
Technical Project & Product Manager (Contract Role)
Univera, Inc.
05.2013 - 12.2013
Product Specialist
Edifecs
08.2010 - 03.2013
Support Engineer
SmartFocus
01.2009 - 10.2009
Solutions Architect, Emulator Technical Lead (T-Mobile)
NewBay Software
10.2007 - 11.2008
Presales Engineer
Hewlett Packard Enterprise
10.2006 - 08.2007
Analyst Programmer
Accenture Technology Solutions
01.2002 - 08.2006
Systems Engineer
Quintessent Communications
01.1999 - 01.2002
Some College (No Degree) - Information Technology (Business Applications)
University of Phoenix
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