New Castle, Delaware, United States
With a foundation in Technology, and a passion for customer satisfaction, I've honed my skills into becoming a Senior Customer Success Manager who excels at building lasting customer relationships. My Team and Peer relationships are equally as important, so I channel my passion for mentoring and leadership so that I can assist them with meeting their individual goals as well as our team goals. At heart, I am a lover of all animals and driven by the belief that every life, human and animal deserves care and support.
Responsible for the satisfaction of the customer’s support services relationship, quality delivery of products and services purchased and overall customer portfolio growth. Key responsibilities include: • Maintaining a strong “trusted advisor” relationship with customers by providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. • Analyzing the customer’s business and IT environments to drive the productive use of Microsoft products and increase their effectiveness • Collaborating with internal Microsoft teams to create new opportunities to grow customer portfolios, help articulate the value of Premier/Unified support to potential customers and drive education and overall adoption • Developing and presenting strategic plans that define the support team’s approach to deliver value • Ownership of the customer’s support experience throughout the lifecycle of their account • Contract lifecycle management including involvement in development, negotiations, execution and renewals • Providing advice and guidance to IT Administrators, Directors, CTO’s and other IT Stakeholders
Responsible for providing a world-class customer service experience on the Directory Services and Security Teams to assigned accounts. Act as the first point of customer engagement to provide day-to-day comprehensive technical support from the initial challenge through resolution. Key responsibilities included: • Providing a world-class customer experience with every interaction • Engaging and empathizing with customers to resolve technical issues ensuring they are managed through completion • Accurately documenting all work performed including details and outcomes • Escalate bugs and unresolvable issues • Identifying trends and reporting recurring product problems • Staying up to date with technological changes in the industry • Providing training and mentoring to Microsoft Employees and Partners • International travel to remote offices to mentor and coach new employees and assist with communication challenges. • Lead bi-weekly global meetings with overseas teams to keep everyone updated on any product issues or process changes. • Meet individually with my team to discuss progress, challenges and performance. • Assist with the development of training documents and deliver remote training • Partnering with overseas Technical Leads to drive business results and customer satisfaction initiatives • Assisting with the hiring process for overseas team members • Traveling onsite in a customer-facing role to resolve difficult technical issues that turned critical and were not able to be fixed remotely. • Collaborating with internal teams to help remove roadblocks affecting the timely resolution of a customer’s problems • Assisting product engineers in simulating a test environment to reproduce and resolve critical problems that could not be resolved remotely