My strengths and skills are
20 years of experience in IT, Technology Consulting and Customer Success Management. Proficiency with Salesforce CRM, GoBase CRM, ServiceNow, ChurnZero, ConnectWise and Remedy systems. Proven experience managing and developing partner relationships. Strong cross-functional leadership skills with the ability to influence without authority and align internal and external resources around shared goals. Excellent communication, presentation, and relationship-building skills. Strong business and analytical acumen with a track record of driving measurable results Ability to thrive in a fast-paced, dynamic environment-able to prioritize, think strategically, and resolve complex issues effectively. Master’s Degree and numerous IT industry certifications.
PROFESSIONAL EXPERIENCE
Larger MSP (2018-Present)
Customer Success Manager
- Provide IT Consulting Services to Company’s client base nationwide (US).
- Guide new clients through the onboarding and offboarding process.
- Manage client’s expectations via meeting technical SLAs and SLOs for current services.
- Maximize client satisfaction and loyalty by developing and maintaining long-term relationships, acting as the client’s trusted advisor and advocate.
- Develop additional sales opportunities within the existing customer base, upselling and cross selling via understanding customers’ needs and goals, identify opportunities for improvements.
- Review and renegotiate contracts to ensure profitability.
- Collaborate with cross-functional teams and conduct business reviews to assess performance, demonstrate value and proactively address any technical or operational challenges.
Insurance Company (2015-2019)
District Sales Coordinator /Insurance Agent
- Proactively met with brokers and consulting firms in MD/DC/VA/PA to build strategic
- Consulted business owners on employee benefits, ROI and effective coverage.
- Had a responsibility to recruit, mentor and train a team of Insurance Agents for the purposes of growing client base in Northeast Territory.
- Generated 30-60-90-day reports, sales forecasts and team performance metrics and presented it to senior management.
Accounting Company (2010-2015)
Accountant/Bookkeeper
- Bookkeeping and accounting responsibilities for four (4) small family owned and operated businesses (Construction, Real Estate, Information Technology, Investments).
- Conducted weekly payroll activities for 30 employees.
- Performed daily Account Payable / Account Receivable tasks and business expenses.
- Reconciled monthly accounting ledgers, QuickBooks reports and bank statements.
Xerox (2013-2014)
Director of Professional Services
- Built and established a new program for value added services and additional six-digit annual revenues in IT offerings and document imaging software deployments.
- Led technical teams of pre-sales and post-sales engineers managing complex IT implementations and projects involving internal teams and external partners to reduce errors and project costs and to increase customer satisfaction that resulted in multi-year contract
- Effectively developed and communicated business/technology approach to solve business needs
- Monitored and motivated team members’ work performance through mentoring and coaching, one on-ones and development planning
- Established 3rd party partnerships and managed vendor relations
- Recruited and hired specialists, wrote and delivered annual/quarterly performance reviews
- Facilitated weekly and monthly staff meetings
Large IT Company (2005-2013)
IT Solutions Consultant
- Directly and indirectly managed regional teams of sales professionals and specialized consultants to deliver on-time and on-budget IT projects to external customers
- Increased the quality of customer service by personally consulting and meeting with clients on a
- 30-60-90-day basis to conduct continuous need assessments and discover new technology challenges
- Improved office productivity for clients’ various sizes by at least 40% by initiating a new hardware or software system for effective document management and fast storage and retrieval in paperless environments
- Prepared and negotiated new contracts, reviewed and prepared customer facing Statements of Work and SLAs, project documentation and deliverables, defined project constraints
- Experience with projects in multiple technologies and functions
- Proficient with MS Visio, Power Point Presentations, MS Office Suite, SaaS (CRM)
- Developed and delivered training to technical and non-technical staff
Non-profit (2001-2005)
Director of Information Technology
- Proven ability to build computer networks for 200 desktop users with all related components from secure gateway/firewall to storage/backup; database and network software
- Built a corporate IT team, developed realistic goals and actions to obtain them
- Collaborated and communicated well with all levels of the organization
- Took risks in production environment and made hard decisions to avoid down times
- Wrote usage and access policies for network users and external guests
- Prepared Business Plans, Technology Budgets and Benefit Cost Analysis for Executive Management
- Built partnerships with vendors and suppliers and managed 3rd party relationships
- Achieved technology goals within budget and on time schedule by creative and practical approach
- Anticipated problems by creating disaster recovery plans and strategies, reviewed them annually
- Established culture to support learning through customized training programs and ongoing guidance
EDUCATION
- Licensed Insurance Producer/Agent – Accident/Health/Life
- ITIL Foundations Certificate v4 (USA) 2014
- Master’s Certificate in Project Management
- MCSE, MCDBA, A, Net, CCNA Certified
- Master of Science Degree, Languages and Information Technology
- Bachelor of Science Degree, Languages, IT and Economics
- Public Accountant – 2000
