Adam Moss Email & Phone Number

Yucca Valley, California, United States

Seattle, Washington, United States

Revamped customer support and success platform with cutting-edge strategies. Streamlined support operations by transitioning from email-based to a contemporary process, integrating industry best practices for enhanced efficiency and satisfaction

Seattle, Washington, United States

Seattle, Washington, United States

Implementation and modernization of company processes, procedures, software, tools, and documentation inclusive to Customer Support and Customer Success to ensure high levels of customer satisfaction while vastly increasing scalability. Responsibilities:Accountable for entire Customer Support and Success ProcessesDefine key performance indicators (KPIs).

Seattle, Washington, United States

Collaborate and Advise directly with Sales, Engineering, Product, and Customer resources ensuring that our platform is a fit for the prospect by understanding their business objectives and goals.Design, implement and document automated customer onboarding processes for various customer types and feature sets. Integration of various previously un-integrated.

Seattle, Washington, United States

Design, implementation, and administration of On-Call alerting and monitoring for mission-critical systems, services, and early warning alerts. Working closely with product engineers and architects to define, classify, and catalog all platform services.Train others in the industry best practices for incident management through documentation, playbook, and.

Seattle, Washington, United States

Act as the primary point of contact for high-value enterprise customers, and internal "Voice of the Customer". Foster a strongly collaborative relationship to facilitate becoming a trusted advisor and subject matter expert on the customer's business. Meet regularly with clients to review all facets of our companies collaboratively business goals and.

Seattle, Washington, United States

Primary Process Engineer/Architect for varied company operations and projects, including engineering, support, product management, sales and marketing, and customer success as a member of an agile team comprised of members varying experience level, skillsets, and backgrounds.Collaborate with various internal, external, and cross-team stakeholders to.

Implement a scalable and repeatable process for onboarding customers who are migrating or requiring new Short Codes for their Application/Platform. Responsible for entire process from customer interest in a short code, all the way through going live in production.

Responsible for working closely with Senior and Junior account executives in the pre-sales process to understand, document, and advise on customer pain-points, needs, and pathway to providing a successful solution via our CPaaS Platform

Worked closely with Sr. Product Manager and VP of Product to implement tracking and improvements to the product feedback process. Wrote user stories, documented customer feature requests, and bugs while communicating priority and severity with development teams.

Design, Implement, Track, and Report on process improvements in regards to Customer Success, Onboarding, and Support.

Palo Alto, California

Greater Seattle Area

-Develop and continually refine deep Flowroute product knowledge.-Conduct regular training sessions and rep evaluation, to assure the sales organization has a proficient understanding of the value proposition, how to position and sell the product, and how to leverage Flowroute’s edge in this space.-Provide informational Flowroute presentations and live.

Greater Seattle Area

Post-Sales:Manage all post-sales activity for Flowroute’s customers through strongrelationship-building, product knowledge, planning, and execution.Passionate and relentless about all elements of customer success.Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business.

Seattle, Washington

Mentor new support engineers in technical knowledge and tech support best practicesProvide group and 1:1 technical assistance for difficult issuesWhen needed, participate in customer meetings and communicationsProactively review cases to identify potential blockers and make suggestions for progressingModel proper usage of processes and toolsEnsure the.

Seattle, Washington

Assisted with the transition of Support team from traditional management structure to a self-managed agile structure as a part of a company initiative to implement a flatter hierarchy. Worked closely with my team to adjust to a manager free environment by integrating those traditional responsibilities into our team operations. New tasks for the team.

Greater Seattle Area

Hired to lead a team of 4 other support engineers. Meet weekly with team members one on one to determine common pain points and work to address them. In support of this along with colleagues from other teams assisted in designing and configuring a replacement ticketing system to integrate workflows of a newly created Numbering and Portability team while.

Downtown Seattle

• Technical support of Nordstrom Applications, Systems and Employees
• Tier 2 Support of Desktop software including SME of several products
• Training of new and existing analysts on individual basis
• Training overview and usage of new software in a classroom setting
• Service Desk Incident Coordinator responsible for communication and coordination of widespread critical issues impacting the business
• Windows 7 migration point of contact for entire Technology Support Services Organization.

Downtown Seattle

Technical support of Nordstrom Applications, Systems and Employees

Bellevue Washington

• Provide support to Boeing employees worldwide.
• Tier 2 support for Boeing Travel and Expense reporting system.
• Tier 2 support for Boeing Mainframe(ES) applications.
• Tier 2 support for Boeing Unix installations and applications.
• Tier 2 support for Boeing Desktop hardware and software.
• General User Application support.

• Website Design and Development
• Resolved software and hardware issues at client’s locations.
• Built custom hardware systems tuned to client needs

• Performed diagnostics of software and hardware issues.
• Carried out Virus and Spyware removal on customer equipment.
• Provided computer sales support.

• Responsible for monitoring computer lab and assisting students.
• Provided phone based computer and network support.
• Provided on site computer and network support.

• Purchase and built computer equipment.
• Installed computer Network.
• Maintained computer network and Access database.

Computer Engineering

Diploma

Activities and Societies: Honor Roll, Advanced Placement English, Integrated Team AwardAP English Literature