Providing security solutions, consulting, and support for a diverse portfolio of 8 Enterprise level accounts in the Federal Government, Healthcare, and Banking sectors. Establishing strong customer relationships while developing, and improving customer success and product adoption. Facilitating all aspects of support for customer accounts, upgrade/expansion planning, and product enhancements by cross-functional collaboration with various internal departments.

Provided IT leadership, consulting, and strategic planning for 40 accounts from multiple industries in Austin area. Coordinated closely with the support team, network administrators, and engineers to provide world-class IT services to their clients. Handled support escalations, network and server project management, participated in sales calls, and visiting customer sites monthly. • Advocated for the customers best interests while providing an IT strategy based on client input, budget, and business goals. • Resolved all customers support escalations, invoice disputes, and contract renewals in a timely manner to ensure customer satisfaction and retention.• Facilitated customer on-boarding’s and provided 1-year strategy reviews for all new accounts, and quarterly business reviews for all established customers.• Performed monthly account health checks to proactively find trends in support items impacting customers and provide solutions to reduce case count and increase productivity.

Managed a multi-state, international team of 10 data analysts supporting 26 demanding automotive data accounts dealing with Integrated IT and Digital Marketing solutions. Oversaw more than $4M in annual revenue from major clients such as Ford, Jaguar / Land Rover, Hyundai, Volvo Mack Trucks, Subaru, COX Automotive, and Ally Financial. Handled interviewing and hiring, progressive discipline plans, annual reviews, merit increases, board of review and career development plans.• Maintained client base of more than 11K dealers exceeding 25K data connections with 90% connection success rate.• Implemented client health reporting for accounts visible to customers and team, verifying data collection success, and quickly identifying data interruptions.• Interfaced with clients, coordinating issue resolution and account additions via change controls and implementation oversight with Account Directors, Project Managers, Engineers, and Product Owners.• Acted as Customer Champion, ensuring new implementations met client expectations, leading to better customer experience, and opportunities for future business.• Supplied operation and service level estimates during contract phasing for new customers, making sure new accounts were properly supported without adding additional headcount.• Trained and on-boarded new clients, creating positive working relationships from day one, and educating customers on company software platforms, improving client retention, and account growth.• Managed escalations from customers and analyst team directly involving large numbers of dealers, minimizing production bugs with potential to negatively impact entire accounts company wide.

Served as Team Lead to 8 Technical Analysts in daily support of multiple customer accounts. I was also responsible for daily delegation of work to the team members. Other responsibilities included extracting and loading various data types from dealership management systems, delivery coordination of FTP data, 3rd-party vendor management, and verifying for data accuracy. Provided phone and email support to customers’ support teams, and dealers directly to resolve data interruptions / discrepancies, and issues with exported data.• Analyzed customers’ daily support processes, providing suggestions to streamline support, including data processing automation, and adjusting schedule groups for multiple load times, reducing incoming calls and emails about data quality and accuracy.• Provided data analysis to troubleshoot technical and functional issues, finding and fixing bugs in the production environment, leading to fewer escalations, better account performance, and less time required to support accounts.• Received multiple promotions for proactive handling escalations and training team members, relieving pressure on manager and support team.