Wendy Rossi
New York
Summary
Customer Success leader with 25 years of experience in IT infrastructure, managed hosting, and telecom networks. Achieved significant reductions in churn and enhanced revenue growth through operational excellence. Skilled in leading cross-functional teams to improve customer satisfaction and drive service adoption. Advocated for customer insights, effectively translating them into retention strategies.
Overview
33
33
years of professional experience
9
9
years of post-secondary education
Work History
ENTERPRISE CUSTOMER SUCCESS MANAGER
GTT AMERICAS LLC
New York
10.2018 - 03.2025
- Delivered exceptional customer service as the customer's trusted advocate, with the focus on satisfaction and renewal outcomes.
- Developed strategic retention plans for named accounts, managing circuit re-terms in collaboration with account teams.
- Consistently led my CSM team in QBRs and monthly governance meetings, preparing report cards and aligning deliverables to expectations.
- Resolved billing disputes, coordinated with collections and back-office teams, and streamlined invoice processes.
- Managed escalations, liaising between customers and NOC/Collections/Service Delivery for issue resolution.
- Led portal training and onboarding sessions, driving tool adoption and engagement.
- Led the customer onboarding process, guiding customers through their first interactions with the company platform.
- Provided training sessions, workshops, and resources to ensure customers are fully equipped to use the company portal independently.
- Discussed usage data, feature adoption, and customer success stories.
- Collaborated with customers to refine their success plans, ensuring they align with company capabilities and their business priorities.
- Prepared for and delivered executive briefings to discuss strategic planning, product roadmaps, and future expansion opportunities.
- Provided guidance on best practices for using various company resources.
- Acted as the primary liaison for customer support issues, handling escalations and ensuring timely resolution.
- Tracked support tickets, prioritized issues based on impact, and worked with the technical support team to drive swift resolution.
- Monitored service level agreements (SLAs) for response and resolution times, ensuring they are met.
- Collected, documented, and presented customer feedback and feature requests to product management teams.
- Guided clients to participate in customer advisory boards to gather insights and provide feedback to influence product development.
- Monitored key usage metrics for each customer, including login frequency, feature usage, and active users.
- Used data-driven insights to identify trends and opportunities for optimization.
- Tracked metrics that measure customer success, such as engagement rates, satisfaction scores, and customer lifetime value. Used these metrics to guide conversations with customers and demonstrate the impact on their business.
- Maintained a detailed record of customer activities, challenges, and achievements to provide a comprehensive view for the internal team.
- Communicated effectively with customers through various channels, including emails, calls, webinars, and in-person meetings.
- Provided timely updates on product changes, maintenance schedules, and new features.
SENIOR CLIENT SERVICES PARTNER
CENTURYLINK TECHNOLOGIES
Weehawken
04.2011 - 08.2017
- Managed end-to-end success of customer network installations and upgrades.
- Oversaw client satisfaction, revenue tracking, forecasting, and quality assurance.
- Collaborated with Engineering, Facilities and Sales on managed hosting installations.
- Identified upsell opportunities and provided qualified leads to Account Executives.
- Managed escalations across assigned accounts.
- Facilitated Moves, Adds, Changes coordination to reduce downtime and improve customer experience.
- Chaired project progress, communicated and escalated any variances or risk in a timely manner.
- Mobilized operations and business teams to communicate during service impacting events and to understand business requirements.
- Communicated cross-functionally and across management levels in formal and informal settings.
- Tailored Quarterly Business Reviews and presented to business stakeholders; traveled to client sites, as needed.
- Analyzed metrics to demonstrate compliance with Service Level Agreement contracts.
- Tracked and analyzed contract renewals alongside sales and solution engineering teams.
- 24 X 7 awareness of customer status and escalation point for assigned clients.
CLIENT SERVICES PARTNER
SAVVIS COMMUNICATIONS
Weehawken
03.2004 - 04.2011
- Directed complex client engagements including onboarding, billing, and retention.
- Planned and led client reviews to identify risks and growth opportunities.
- Ensured service level compliance and managed internal resources for successful delivery.
- Conducted quality assurance audits to maintain standards and customer expectations.
CLIENT ACCOUNT MANAGER
CABLE & WIRELESS
Weehawken
11.2001 - 03.2004
- Retained and grew assigned client accounts, achieving revenue and satisfaction targets.
- Oversaw SLA management and client contract compliance.
- Facilitated status meetings, deliverables tracking, and issue resolution.
CUSTOMER RELATIONSHIP REPRESENTATIVE
EXODUS COMMUNICATIONS
Jersey City
05.2000 - 11.2001
- Managed customer relationships and provided proactive service to clients in the NJ campus.
- Coordinated operational communication and participated in global change management activities.
- Composed and publicized weekly and Ad Hoc notifications of local Scheduled and Emergency maintenance events.
- Analyzed support tickets for trends and proposed process improvements.
- Met clients on the data center floor to assess any immediate needs, coordinating with internal teams, as needed.
IT DATABASE ACCOUNT ADMINISTRATOR
BANKERS TRUST
New York
05.1996 - 01.2000
- Maintained access to various bank applications across multiple platforms.
- Provided telephone & email technical support to the Bank's traders and operations employees.
- Responsible for account creation, modification, deletion, and troubleshooting of legacy applications.
- Conducted monthly and quarterly audits for the Bank's Business Owners.
CASE ADMINISTRATOR
NY FOUNDATION FOR SENIOR CITIZENS
New York
06.1992 - 08.1993
- Coordinated successful short-term in-home care for seniors for the Respite Care Program.
- Handled all office administration and documentation of case files.
- Required to travel throughout Manhattan, Brooklyn and Queens for case evaluations.
Education
Cisco Certified Network Associate Certificate -
Queens College
Flushing, NY 06.2002 - 08.2002
Bachelor of Arts - Political Science
Williams College
Williamstown, MA 09.1990 - 06.1995
High School Diploma -
St. Catherine's School
Richmond, VA 09.1986 - 06.1990
Skills
- Power BI and Excel
- Virtual collaboration tools
- Contract & Risk Management
- Customer success strategy
- Cross-functional teamwork
- Strategic planning and account management
- Client satisfaction improvement
- Renewal and retention strategies
- Service delivery optimization
- Executive engagement and oversight
- Billing compliance and risk management
- Incident management and escalation
- Network project oversight
- Emotional intelligence in leadership
- Training and onboarding programs
- Problem solving and critical thinking
- Upselling and expansion strategies
- Effective communication skills
- Data analysis and reporting
- Relationship management
Awards
- Champion of Sales Award, 2007
Timeline
ENTERPRISE CUSTOMER SUCCESS MANAGER
GTT AMERICAS LLC
10.2018 - 03.2025
SENIOR CLIENT SERVICES PARTNER
CENTURYLINK TECHNOLOGIES
04.2011 - 08.2017
CLIENT SERVICES PARTNER
SAVVIS COMMUNICATIONS
03.2004 - 04.2011
Cisco Certified Network Associate Certificate -
Queens College
06.2002 - 08.2002
CLIENT ACCOUNT MANAGER
CABLE & WIRELESS
11.2001 - 03.2004
CUSTOMER RELATIONSHIP REPRESENTATIVE
EXODUS COMMUNICATIONS
05.2000 - 11.2001
IT DATABASE ACCOUNT ADMINISTRATOR
BANKERS TRUST
05.1996 - 01.2000
CASE ADMINISTRATOR
NY FOUNDATION FOR SENIOR CITIZENS
06.1992 - 08.1993
Bachelor of Arts - Political Science
Williams College
09.1990 - 06.1995
High School Diploma -
St. Catherine's School
09.1986 - 06.1990