Ben Gallagher Email & Phone Number

Handle and manage the ongoing configurations of our company’s larger clients, work with CSMs to scope out and implement projects, and field various tech related questions. Focusing more on utilizing internal APIs and other backend tools to assist in bulk configuration of larger accounts. Trained newer members of the Implementation Team of internal APIs, how to query our various databases. Continued other roles from my previous position.

Cleveland, Ohio, United States

Assist sales teams with onboarding new clients, implement new configurations of existing clients. Write up SOWs and project plans to track and document various requests. Used internal APIs and databases to assist in larger configuration projects. Established and organized the Ongoing/Premium Support service for DialogTech clients. This is a service where we basically manage a client's account for them in order to further assist in their call tracking and company development needs

Handle all support escalations from Level 1 support staff. Also assist in more "advanced" tasks such as configuring accounts via APIs, database queries, and other methods. Assist sales staff when discussing more technical nuances of our platform with potential and current clients.Still handle previous tasks on the Mongoose Metrics platform such as inventory management and Level 1 support, due to my experience with that platform.

Cleveland/Akron, Ohio Area

In charge of managing the inventory of phone numbers we provision to our clients as tracking numbers for DialogTech's East platform, formerly known as Mongoose Metrics. This includes both tollfree and local phone numbers. Making sure we have a good local presence in various markets across the U.S. and Canada to ensure we have phone numbers always available in the local areas clients want to target. I also assist in porting existing phone numbers onto our service to be used as Mongoose Metrics tracking numbers. And lastly, help control costs by ensuring we have an adequate amount of numbers to meet current and future demand form our current and potential clients. This includes returning used numbers to our carriers, canceling numbers in areas where supply exceeds demand, and ensuring the correct carriers are used for number ordering.Work with new and existing clients to install and use our products. Ensuring that our services are setup properly for them to meet their needs and expectations. This includes placing code on their websites, setting up Google Adwords/Microsoft Bing PPC ad accounts to work and by tracked through our services, setup of various Mongoose features including our API, setting up integrations with various platforms with includes such products as Google Analytics/Adwords, Salesforce, Marin and Kenshoo.Working on support tickets submitted by clients, answering support calls, and communicating with clients through the website chat feature.

Cleveland/Akron, Ohio Area