Cliff Rank Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Tinton Falls, New Jersey, United States

Responsibilities and Achievements:• Technical Project Leadership: Led technical support initiatives across multiple customer accounts, managing project schedules, resource planning, and KPIs to drive customer retention and NRR growth.• Team Leadership & Development: Recruited, trained, and managed a team of 10 Customer Engineers, providing mentorship that reduced resolution times and boosted customer satisfaction. Conducted team evaluations, recommended improvements, and fostered skills in both technical support and customer success.• Process Optimization & SOP Creation: Developed SOPs to streamline operations, improving efficiency and consistency across global teams. Used data insights to identify and address process inefficiencies.• Strategic Influence & Cross-Functional Collaboration: Worked closely with Sales, Engineering, and Product teams to align customer needs with technical resources. Led the Support-Sales Pipeline Project (SSP) to ensure smooth lead transitions and informed product enhancements based on feedback.• Escalation & Risk Management: Managed escalations for complex issues, collaborating with resellers and partners to resolve critical cases while maintaining customer satisfaction. Led the Adopt a Customer program, ensuring 100% retention for high-risk accounts through strategic relationship management.• Project Reporting & Metrics Management: Tracked KPIs to monitor project success, reporting key metrics to senior leadership. Managed performance guidelines and budgets to optimize support operations within cost targets.• Critical Call Management: Escalated high-severity cases to engineering, ensuring swift resolutions and minimal downtime for critical accounts.• Performance & Continuous Improvement: Conducted performance reviews and team assessments, leading regular strategy meetings that enhanced service quality and improved customer experiences

Tinton Falls, New Jersey, United States

Responsibilities:• Led Complex Technical Support Operations: Utilized RightNow and Microsoft Dynamics to manage, prioritize, and resolve high-impact customer issues, ensuring service quality and alignment with company standards for customer satisfaction and efficiency.• Enhanced Project & Team Efficiency: Advanced from support agent to technical lead by improving support processes and mentoring team members. Developed initiatives to streamline troubleshooting and escalation protocols, reducing resolution times and boosting customer satisfaction.• Provided Strategic Guidance on Deployments: Acted as a trusted advisor, offering insights and best practices to optimize software deployment and configuration. Engaged in solution-driven discussions to ensure installations met high standards and client needs, improving adoption and retention.• Led Training & Knowledge-Sharing: Delivered structured training for new hires and advanced sessions to enhance team skills. Fostered a culture of continuous learning to address emerging technical challenges.• Cross-Functional Collaboration & Escalation Management: Partnered with Tier 1 support and engineering teams to resolve complex issues, ensure seamless knowledge transfer, and fix bugs quickly. Managed escalations and communicated resolution progress to clients and senior management.• Served as Technical SME: Provided expert guidance to the Client Team and broader support organization, answering complex inquiries and contributing to product updates and training materials. Assisted in planning support initiatives aligned with company goals.• Client-Centric Problem Resolution: Owned challenging technical cases, collaborating with customers and development teams to address root causes, ensuring high-touch service and building long-term client trust.