Anthony Wade Email & Phone Number

Fremont, Ca, Us

The Manager, Technical Account Management is responsible for leading a team of Technical Account Managers (TAM) who are responsible for the ongoing success of [24]7 clients and partners who have launched applications on the [24]7 platform.

Coached and mentored a TAM team in becoming a trusted advisor to customers, partnering with engineering teams, project execution, and career development. Managed high-touch, Fortune 500 enterprise clients using [24]7.ai speech IVR platform.

[24]7.ai provides a SAAS digital engagement platform. As a Technical Account Manager, I was responsible for being the voice of the customer and technical advocate to ensure the right solutions to day-to-day challenges.

- Develop relationships with enterprise class clients with recognized revenue of $3M.- Manage application updates monthly- Drive incident management involving internal teams, client teams, professional services partner and VOIP Telco provider.- Oversee technical client relationship balancing customer needs with Microsoft Tellme needs- Monitor application behaviors to make recommendations of action items to improve platform efficiencies.- Deliver training for web applications and analytical tools to client.

Emeryville, Ca, Us

Maintained customer relationships by understanding and addressing the customers’ issues and exceeding their expectations. I investigate and resolve customer support issues by building testing platforms that match customer installations. Kept accurate notes and updated information in corporate CRM application (using Salesforce.com for case management). Identify and escalate to upper management issues that could impact customer satisfaction and provide possible solutions to address escalated issues. Produce and deliver satisfaction metrics to upper management. Responsible for Ravenflow’s internal product support and QA systems and technical infrastructure. Took the lead on all customer support issues and manage internal and external knowledge bases. Travelled the country providing pre-sales engineer support, user training and installation/upgrade services. Conducted Quality Assurance testing prior to release of new functionality. Authored product documentation for the RAVEN client and RAVEN collaboration server.

Pembroke Pines, Fl, Us

Responsible for day-to-day operations of technical support group overseeing escalation of issues to engineering. Oversee major strategic accounts ensuring prompt resolution to mission critical issues. Monitoring daily metric statistics reporting problem trends to management. Provide guidance and support to direct reports. Develop training individual training programs to enhance individuals skill set creating a migration path for individuals from our legacy products to our new SQL based product suite. Develop and conduct data management courses for internal and external customers.

Us

Responsible for assigned critical and strategically important accounts. Identify key resources to form and manage a quick strike team to resolve critical issues rapidly. Monitored reported incidents, trend analysis, escalate and manage priority 1 incidents related to Commerce One Products. Facilitate communication between organizations and managed through out Commerce One to address the needs of assigned accounts.

Responsible for day-to-day operations of department, Provide advanced problem-solving support to department and customers. Monitor daily call volume report problems trends to engineering and training departments. Define job skills required to be an effective analysis and create individual training plans for each employee. Interview/hire prospective applicants, Review ISO9001 procedures to ensure company infrastructure using Domino and Lotus Notes. Increased customer satisfaction from a rating of 2.5 to 4.0 on a scale of 1 to 5 in 8 months.

Provide advance software and hardware technical support to clients. Review and redefine ISO9001 procedures to ensure procedure effectiveness. Develop and maintain internal call tracking system in Domino and Lotus Notes environment. Produce analysis reports of problem trends for management review.