- Adventure Travel
- Kayaking
- Geocaching
- I like working with my hands and fixing things
- I like looking at the stars and learning about constellations
Sharon Ferris
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
7
7
years of professional experience
Work History
Manager Reseller Success - North America
Eagle Eye Networks
08.2025 - Current
- Lead the Reseller Success team to enhance operational efficiency and streamline processes.
- Develop and implement strategic initiatives to increase productivity.
- Mentor staff, fostering professional growth and improving team performance.
- Analyze businesses to find upsell and cross sell opportunities to advance optimization.
- Lead the Reseller Success team to increase NRR and adoption.
- Ensure the Reseller Success team performs and communicates account health checks.
- Create and assist in the QBR process.
- Create and assist in pipeline generation for renewals and upsell opportunities.
- Work with cross department leaders to achieve customer and reseller satisfaction.
Customer Success Manager
Eagle Eye Networks
10.2023 - 08.2025
- Retain and grow recurring revenue by ensuring end users and resellers achieve their desired outcomes
- Account health monitoring based on product, support, adoption and RMR
- Risk mitigation
- Demo new features to the reseller that could boost their business
- Use multiple tools to ensure proper data collection such as Grafana, Zoho CRM/Desk, JIRA and EENAadmin
- Interdepartmental collaboration for resolutions and growth
- Host bi-weekly meetings for territory updates with the RSM, ISR and SE
Customer Care Supervisor
Eagle Eye Networks
03.2019 - 10.2023
- Oversee and Manage Order Entry Process (NA/LATAM/APAC)
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Create, Publish and Update Customer Care Training Program
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coordinated interdepartmental and inter-regional trainings
- Liaison with Sales Management and Supply Chain on inventory/supply chain issues (including weekly update of fulfillment backlog items)
- Coordinate communications directly with key accounts
- Assist with Tier 1 technical support issues
- Manage Tier 2 billing resolutions and customer account questions
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Manage RMA & Sales/Pilot Return tracking process
- Dedicate time weekly to connect with the sales teams in LATAM and AU/NZ
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Ensure new accounts are created properly by the sales team and customer care team
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Teacher's Assistant
Child's Day
10.2018 - 02.2019
- Ensured proper care among children aged 2 to 3 years
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Developed materials for classroom teachers to support instruction, lab work or in-class activities.
- Communicated frequently with parents and faculty to provide feedback and discuss instructional strategies.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Ensured proper nutritional guidelines were followed
- Assist in conducting morning meetings with an emphasis on educating students in foundational concepts such as shapes, numbers and letters.
Wellness and Life Enrichment Director
Riverside Nursing and Rehabilitation
06.2018 - 09.2018
- Collaborated closely with residents, using effective communication to better understand favorite activities.
- Built personal rapport with each resident and their families
- Increased resident socialization through implementation of wide range of fun, educational and family-oriented activities.
- Led efforts to conceive, develop and execute thematically aligned entertainment programming.
- Provided one-on-one programs and activities for residents unable to participate in group settings.
- Completed MDS assessments as well as other assessments that focus on activities, personal choices and life experiences
- Maintained resident care plans
Education
High School Diploma -
East Islip High School
Islip Terrace, NYSkills
- Experienced and driven
- Excellent collaboration abilities
- Proficient in team leadership
- Committed to fostering a positive work environment
- Effective problem analysis
- Clear communication with cross-functional teams
- Strong organizational skills
- Exceptional customer support
Interests
Timeline
Manager Reseller Success - North America
Eagle Eye Networks
08.2025 - Current
Customer Success Manager
Eagle Eye Networks
10.2023 - 08.2025
Customer Care Supervisor
Eagle Eye Networks
03.2019 - 10.2023
Teacher's Assistant
Child's Day
10.2018 - 02.2019
Wellness and Life Enrichment Director
Riverside Nursing and Rehabilitation
06.2018 - 09.2018
High School Diploma -
East Islip High School
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