Tracey Stone
Oviedo,FL
Summary
Strategic leader in Customer Success and Technical Account Management, specializing in AI solutions and cloud services. Skilled in aligning technology with business goals, enhancing client relationships, and implementing initiatives that drive adoption and retention while improving operational performance across diverse industry sectors.
Overview
28
28
years of professional experience
Work History
Sr. Support Account Manager
ServiceNow
FL, FL
01.2024 - 05.2026
- Delivered proactive and reactive services as the primary contact for support activities related to AI workflows and SaaS services.
- Managed client relationships to ensure satisfaction and retention.
- Acted as primary contact for customer inquiries and support needs.
- Collaborated with high-performing team to deliver exceptional service to strategic customers.
- Led cross-functional teams in identifying and resolving customer issues effectively.
- Presented updates and solutions to management at all levels, including C-level stakeholders.
- Utilized industry-leading software management tools to anticipate and address potential service degradation issues.
- Aligned ServiceNow application features with customer needs to deliver tailored business solutions.
- Facilitated regular conference calls and meetings with customers to provide timely updates on open cases and projects.
- Monitored performance against contract-based SLAs, implementing targeted action plans for areas of underperformance.
- Collaborated with cross-functional teams to resolve client issues effectively.
- Developed account strategies to align with client goals and objectives.
- Conducted regular account reviews to assess client needs and deliver solutions.
- Prepared presentations to communicate product updates and service enhancements.
- Trained new team members on account management best practices and tools.
Major Account Manager – Healthcare
Charter Communications
01.2019 - 01.2024
- Spearheaded end-to-end network solutions (UCaaS, Cloud, Security, SD-WAN, AWS/Azure, Microsoft 365) as a solutions-oriented sales strategist, partnering with top-tier providers to meet client needs and industry compliance requirements.
- Advised C-level executives and IT leadership on network architecture strategy, aligning solutions with business objectives.
- Negotiated and renewed contract terms across multi-provider networks, ensuring compliance with regulatory standards and client needs.
- Partnered with legal, telecommunications providers, and governing boards to structure and clear contracts in line with hospital policy and regulatory requirements.
- Led account reviews covering current applications, migrations, upgrades, and long-term roadmap planning.
- Designed enterprise networking, cloud, and cybersecurity solutions for healthcare and commercial organizations.
- Organized community network events to foster local engagement and strengthen client connections. to enhance brand visibility and deepen client relationships.
- Collaborated with support teams to drive program and product goals.
Mid–Market Account Manager
Charter Communications
01.2017 - 01.2019
- Designed tailored network, cloud, and security solutions for mid-market enterprise clients, addressing specific business needs.
- Generated $2M in net new contract revenue in fiscal year 2019.
- Retained $800K in existing customer revenue in fiscal year 2019, driven largely by contract reviews and term adjustments.
- Hosted community network events, enhancing brand presence and fostering customer relationships.
Retirement Services & HR Representative
Paychex
01.2016 - 01.2017
- Trained and educated business owners and employees on benefit administration, implementation, onboarding, and enrollment processes to improve understanding and compliance.
- Facilitated benefit enrollment meetings for employees of small to mid-size businesses, ensuring clarity on available options and maximizing participation.
- Analyze 401 (k) plans with $500,000 in assets or less to satisfy the IRS prudent man rule.
- Migrated existing 401(k) plans to the Paychex platform to enhance efficiency.
- Partner with financial advisors to ensure clients have the proper financial support.
- Facilitated continuing education (CPE) trainings for CPA groups, enhancing their knowledge of industry standards.
Sr. Program Manager & Recruiter
John Wiley & Sons (Formerly Deltak)
01.2013 - 01.2016
- Analyze recruitment data to limit attrition, maximize retention, and forecast enrollment expectations.
- Conducted behavioral interviews with prospective students to evaluate goals, motivation, accountability, and commitment, enhancing enrollment probability forecasting.
- Perform ongoing research of behavioral cues to conduct education-fit analysis and enhance selection methods.
- Analyzed positioning of degree segments within marketplace to develop targeted strategies and tailor communication to align with individual values and behaviors.
- Analyze and strategize with universities to understand the changing marketplace to determine the program.
- Collaborated with admissions to refine programs informed by market research, industry trends, and career growth insights.
Sr. Support Account Manager
Sprint
01.2003 - 01.2007
- Mentored and trained new hires on company policies and procedures.
- Managed account base for 7 field sales representatives, resulting in growth of existing client accounts and identification of new business opportunities.
- Developed and managed client relations through effective communication and negotiation across multiple channels, enhancing client satisfaction and retention.
- Solution-oriented sales approach for Sprint’s full portfolio of products, VOIP, Managed Network Solutions, Wireless, Wireline & Cisco.
- Participated in Culture Committee Team for inside sales department, conducting peer coaching and educating employees on changes and expectations through town hall seminars.
Receivables Management New Hire Trainer
AT&T
01.1998 - 01.2003
- Trained new hires as the dedicated new hire trainer, with trainees achieving performance scores 20%+ above target.
- Achieved highest trainee success rate by fostering open-door policy, building trust, and encouraging questions throughout onboarding.
- Resolved customer inquiries and complaints by analyzing trends and developing targeted solutions, improving client experience feedback scores from 2 to 4 out of 5.
- Implemented solutions for recurring issues identified in client calls, reducing negative call volume by 15% with the first program.
- Analyzed recorded calls and coached agents to improve customer service.
- Facilitated monthly team meetings to gather frontline feedback, presenting findings to department leads to address concerns and enhance employee culture.
- Launched pilot program for new software application, enhancing customer service processes.
Education
Bachelor of Arts - Psychology
Flagler College
Saint Augustine, FL05-2012
Skills
- Client experience
- AI Workflow Optimization
- ServiceNow Administration
- Operations Management
- Business Process Management
- Change Management
- Digital Adoption
- Automation & AI
- AI Solution Development
- Cybersecurity Compliance
- Systems Implementation
- Strategic planning
- Cross-Functional Collaboration
- Leadership & Mentoring
- Reporting metrics
Accomplishments
- Multiple President's Club Awards
- Top 1% 2019
- Top New Trainer AT&T
Timeline
Sr. Support Account Manager
ServiceNow
01.2024 - 05.2026
Major Account Manager – Healthcare
Charter Communications
01.2019 - 01.2024
Mid–Market Account Manager
Charter Communications
01.2017 - 01.2019
Retirement Services & HR Representative
Paychex
01.2016 - 01.2017
Sr. Program Manager & Recruiter
John Wiley & Sons (Formerly Deltak)
01.2013 - 01.2016
Sr. Support Account Manager
Sprint
01.2003 - 01.2007
Receivables Management New Hire Trainer
AT&T
01.1998 - 01.2003
Bachelor of Arts - Psychology
Flagler College