Stephen D'Ambrosia
Adobe
Ankeny
1
Certification
14
years of professional experience
Results-driven Project Manager with extensive expertise in training, documentation, and process improvement. Proven ability to navigate high-pressure situations while delivering optimal outcomes for customers and the business. Collaborative communicator dedicated to fostering relationships and enhancing customer experiences, ensuring alignment of project goals with organizational objectives. Committed to driving efficiency and innovation in all aspects of project execution.
Work History
Escalation Resolution Manager
4 Years 9 Months- Streamlined communication between customer account teams, support, engineering, and product to ensure swift resolution of high-priority issues, fostering customer satisfaction.
- Facilitated successful de-escalation of over 40 high-temperature accounts, enhancing customer satisfaction and retention.
- Collaborated on account renewal strategies, contributing to revenue retention of more than $100 million for Adobe.
Stay at Home Parent
3 Years- Assisted in daily care of one infant (6 months old) and welcomed a second child during the period. Planned meals and scheduled naps to support healthy routines. Managed overall safety protocols in response to COVID-19 concerns.
Critical Account Manager
1 Year 3 Months- Coordinated internal project management efforts among customer success support, engineering, and product departments to enhance issue resolution efficiency.
- Orchestrated collaboration to establish executive escalation process, streamlining issue management and optimizing executive time allocation.
- Collaborated with cross-functional teams to drive account renewals, enhancing revenue streams by over $5 million for Marketo.
Manager, Customer Success
2 Years 10 Months- Led a team of project managers and support representatives to achieve project goals. Developed and delivered training sessions to new hires, streamlining onboarding procedures for improved efficiency.
- Led initiatives to enhance client onboarding processes and streamline internal communication and sales handoffs. Established a new service level agreement and guided the team through the successful integration following a company merger.
- Designed and implemented user-friendly online help center materials to enhance customer knowledge and support.
Project Manager
2 Years- Achieved timely application delivery through proactive customer timeline management. Enhanced team capabilities by implementing best practice training sessions.
Education
Bachelor of Science - Communications
Skills
Project oversight
Conflict resolution
Customer relationship development
Creation of process documentation
Certification
Project Management Professional (PMP) Certification, May 2024
Timeline
Escalation Resolution Manager
Adobe
11.2021 - CurrentRead More
Stay at Home Parent
Home
11.2018 - 11.2021Read More
Critical Account Manager
Marketo
08.2017 - 11.2018Read More
Manager, Customer Success
Zerista
01.2015 - 11.2017Read More
Project Manager
Zerista
01.2013 - 01.2015Read More
Southern Connecticut State University
Bachelor of Science from Communications
Read More