Cloud Partner Management - Fostered extensive relationships with existing and new customers within assigned customer module including C-Level Executives, decision makers, influencers and key users - Retained current customer base and expand revenue through cross/up-sell opportunities - Developed new revenue opportunities by prospecting potential customers - Developed and implemented comprehensive Account Plans for each assigned customer working with cross-functional partners across Company to deliver results - Improved and maintained current customer satisfaction results through engagement and responsiveness to regular surveys and feedback - Partnered collaboratively with paired Customer Service Specialist to ensure outstanding customer service and responsiveness - Established self as a trusted advisor, providing guidance on strategic initiatives in the position to instinctively know how to provide relevant insights - Connected client’s business objectives with Company Business solutions and effectively understand and respond to customer objections - Partnered with pre-sales engagement members to align goals and ensure ongoing refinementAccount Management Operations- Accurately and efficiently logged all issues and status updates in our internal tracking system - Understood client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success - Reconciled invoices provided by the customer and/or other internal departments- Identified root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues - Supported multiple cloud solutions (I.e., Symantec, Acronis, Dropbox, Microsoft O365) - Primary focus was Microsoft O365 suite - Contributed to the development of service desk processes and procedure

Onboarded new customers and work with them to develop goals- Educated corporate customers on the Spectrum Communications product and coach them through their recruiting efforts- Created and closely monitor metrics to ensure we meet and exceed customer expectations- Interfaced with the customer-facing team to guide product decisions and priorities based on customer feedback- Worked cross-functionally to drive strategic projects in operations, sales, marketing, hiring and customer experience- Built playbooks and best practices to help us scale- Developed a strong rapport and trust with our customers- Served as the lead point of contact for all customer account management matters- Built and maintain strong, long-lasting client relationships- Negotiated contracts and close agreements to maximize profit- Assisted with challenging client requests or issue escalations as needed

- Fulfilled support contract obligations by driving quality planning and delivery of support services to realize customer business outcomes and overall experience with Microsoft solutions.- Partnered with customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads.- Defined outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.- Developed deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates.- Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.- Tracked, escalated, and planned for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.