A Technical Customer Success Manager with over 10 years of progressive technical and client account experience and skills, seeking an enterprise-level client facing role, providing both technical support and account management.
Overview
8
8
years of professional experience
Work History
Independent Network Consultant
Self
10.2022 - Current
Develop SOW (Statement of Work) and develop project plans to complete requested work
Maintain relationships with existing clients while prospecting for new opportunities.
Provided configuration recommendations and assistance in customer deployment.
Worked closely with customers to identify business costs and benefits of implementing computing solutions often saving them n average 15% form their current solution,
Analyzed and recommended solutions and upgrades to services to streamline processes.
Maintained stable operation of multiple clients' computer networks.
Upgraded network software and hardware for optimized performance.
Reviewed logs for all networking devices for unresolved abnormalities and problems.
Documented all server and network problems and other unusual events in detail.
Diagnosed system hardware and software problems using advanced root-cause analysis.
Communicated with vendors to resolve network outages and periods of reduced performance.
Configured and installed wireless controllers, routers and switches.
Technical Account Manager/Customer Success Team
Brightpearl by Sage
11.2021 - 10.2022
Responsible for fostering excellent client relationships, managing portfolio of over 65 client accounts, with value over $3 million in annual revenue
Utilize Salesforce CRM for account management and reporting, including opportunity management and client engagements
Provide pre-sales product demonstrations and detailed product technical information for current and potential clients during product life-cycle exceeding company goals
Conduct annual business review to present to diverse clients and serve as health check which led to 98% client retention rate
Point of contact for client escalations and technical issues addressing all products in company portfolio.
Analyze client needs and provide consultation and recommendation over a wide variety of products
Focus on client satisfaction through metric reporting, financial reporting, and satisfaction scores
Maintaining 97% CSAT score
Liaison between commercial account management and customer support team to assure customer success
Experienced in e-commerce platforms and tools including Magento, Big Commerce, Shopify, Shipstation and retail POS
Created detailed Jira cases in Atlassian in order to track and document feature requests and bug fixes
Measured KPI metrics using Microsoft Tools including Excel to create formulas and pivot tables.
Developed and executed solutions to customer needs and drivers through hands-on engagement.
Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
Presented technical presentations to clients to explain product features and benefits.
Created product training plans centered on customer success and satisfaction.
Collaborated with cross-functional teams to deliver successful product implementations.
Technical Account Manager
HCTG
04.2021 - 10.2021
Cultivating client relationships and managing portfolio of over 15 clients, with sharp focus on technical issues, and providing business value by acting as single point of contact for all technical needs
Generation and presentation of customer quotes for services (sales cycle), product upgrades, client projects and technical support while exceeding company profit margins
Client facing presentations and engagement, with focus on fostering deeper relationships and seeking opportunities for improvement.
Deployment of infrastructure improvement projects, with focus on Cisco products including Cisco Meraki product line
Performed customer satisfaction rating of 98% among assigned accounts.
Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
Technical Account Manager/Network Engineer
Technology Partners
07.2016 - 11.2020
Providing technical support with emphasis on maintenance and configuration of Cisco technologies
Developed and executed solutions to customer needs and drivers through hands-on engagement.
Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
Identified and proposed upsell and renewal opportunities and communicated value proposition to avoid churn for enterprise customers.
Presented technical presentations to clients to explain product features and benefits.
Delivered technical presentations matching audience level of expertise to explain products and services to customers.
Tracked sales data for analysis and forecasting.
Perform root cause analysis on system issues and provide recommendations based on industry best practices and client specific system configurations to maintain 99.999% uptime
Developed efficient subnetting plans for client networks in private and public IP spaces
Design and execute client server migration plans for infrastructure upgrades and enhancements, resulting in higher customer network performance.
Participated in product innovation by identifying and representing customer needs and presenting new product capabilities
Network Engineer Team Manager
Milestone
04.2015 - 07.2016
Management of 14 member network engineering team achieving 100% retention rate annually
Established and administered ticket approval systems for client accounts, reducing duplicate requests and improving ticket queue management resulting in a20% productivity jump
Provided detailed network diagrams and procedural guidelines.
Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
Liaised with stakeholders to keep project goals and deadlines on target.
Provide network support for client offices globally using Cisco, Juniper and Arista equipment to monitor and improve network efficiencies
Design in-house training materials and checklist/program for new hires during on-boarding processes, reducing resource start-up time from five to two weeks
Resource manager for 24X7 global network with 99.95% uptime SLA operation