Paul Blandini
Principal Support Account Manager
Sunnyvale,CA
Summary
At ServiceNow, I excelled as a Principal Support Account Manager, leveraging my expertise in Account Management and Relationship Building to enhance client satisfaction and retention. Recognized for exceptional customer service, I adeptly resolved escalated issues and drove data-informed decisions, significantly contributing to the team's reputation for excellence.
Overview
8
8
years of professional experience
Work History
Principal Support Account Manager
ServiceNow
Sunnyvale, California
02.2017 - Current
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
Education
Bachelor of Science - Information Technology
University of Phoenix
San Jose, CA 05.2001 -
Skills
Account Management
Teamwork and Collaboration
Customer Service
Client Relationship Management
Relationship Building
Accomplishments
Upgrade Management and Recommendations- Project leader for the UMR. Created a team of product owners to come together and delivered an premium upgrade tool for the customer and Support Account Management team.
Sam Summit- Created the Sam Summit team to keep the Support Account Management team in the know of company processes, products, and teams.
Idea Portal- Championed the Idea Portal from ground up to help Support Account Managers better support and track customer feature requests in a structured portal. Resolved customer dissatisfied.
Timeline
Principal Support Account Manager
ServiceNow
02.2017 - Current
Bachelor of Science - Information Technology
University of Phoenix
05.2001 -
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