Create the Client Success Practice, developing a customer-centric, energetic, working with highly-motivated Client Success Team.Responsible for cultivating and maintaining strong client relationships and driving internal change.Meet customer needs resulting in high levels of customer satisfaction, recognition of value, and leading to strong renewals and growth opportunities.Accomplishments:• Deliver Client Success Charter and Practice Philosophy• Create Client Success Role Definitions and Job Descriptions• Support the development and Implementation of the Client Success Business Discipline -- Positioning within the Global Field Services (GFS) Business Unit -- Defined the Client Success Manager Roles and Responsibilities through each phase of the customer journey (Pre-Sales, Onboarding, Optimizing, Renewing & Expanding) -- Enabled Business Intelligence Feedback Mechanism for our Pre-Sales and Product-Dev teams enabling sales and serving our customers.• Delivering Value to our Clients

Support Sales and Operations teammates in pursuit of partnering with large outsourcers and OEM’s for all aspects of managed services solutions. Created and managed Master Service Agreements and Statement of Work framework for the provision of those technical support programs. Work with Senior Leadership to embark on a separate Managed Services program to provide support for Digital Displays focusing on Installations, content management components, remote management, system monitoring. Project Management toward a services solution for packaged support via SKU delivered service with the intent to move toward more complex all-in offering as a Display as a Service delivery model. Provide leadership in negotiations toward an operational relationship with a large power management vendor. Evangelize and promote the Insight Way to our partners so as to obtain understanding, trust, and competency to deliver to the requirements of our partners and their customers.

Manage, create model, and cost Request for Proposal (RfP) responses for contracts based in countries outside the United States with a focus in Germany, France, Spain, BENELUX, and the United Kingdom. Use ITIL Service Management Framework approach to build models for inbound global customer care technical support centers, onsite support, and field services support. Build process, personnel, and tools models based on requirements set forth by current and prospective customers. Apply efficiencies via a “shift left” strategy in order to transform cost from less efficient solutions to user self-help, automation, and automated systems maintenance and management. Develop the plan, support the Transitions and Transformations groups, present and coordinate the solution strategy to meet project requirements and schedules.

Service Desk Solution Architect – Global Customer Interaction Centers Responsible for solution development for Help Desk Services to provide a ‘follow-the-sun’ support strategy for our customers’ end-users located throughout the globe. Built delivery models for inbound and global customer care technical support centers. Built process, personnel and tools delivery models to create innovation for our customers. Created proposals describing our solutions and present them to customers. Present solutions to presales customer engagement teams for review and discussion leading to contract negotiations. Led and participated in Statement of Work development for contract with new customers.

Transformed a high cost, negative margin operation into a positive revenue, and healthy margin business. Managed up to 120 technical agents regarding functional phone support requirements, human resources, and career pathing. Cultivated positive and focused work environment to meet our demanding Service Level Agreements with over 150 customers. Activated over 20 new accounts for support from the helpdesk and dispatch organizations. Built the Customer Care & Service Quality department to interface with key customer contacts in order to have a dedicated and focused account implementation and management.