Cody Parker Email & Phone Number

New Port Richey, Florida, Us

New York City, Ny, Us

• Developed and maintained project plans for clients, overseeing onboarding, product adoption, and utilization.• Primary focus on net retention by managing full renewal and upsell/cross-sell cycles.• Collaborated with clients and cloud alliance teams to ensure project readiness and provide consultative feedback.• Streamlined onboarding and adoption processes, resulting in reduced onboarding times and quicker time-to-value.

Tampa, Florida, Us

• Managed New Hire Onboarding and majority of SOP catalog for global CSMs.• Acted as primary trainer for CSMs on administrative and product knowledge.• Served as Project Coordinator for Fortune 100 companies during implementation and lifecycle management of Spirion platform.• Generated interest and facilitated adoption of new product releases among existing clients.

Tampa, Florida, Us

• Led Professional Services and Support during implementation, reducing onboarding timeline by 1.5 months.• Maintained multi-million dollar pipeline with a net retention rate of over 93%• Designed daily workflows and established process-driven frameworks for the CSM department.• Facilitated client communication of needs to Dev/Engineering teams using Confluence and JIRA.

Clearwater, Fl, Us

• Managed a multi-million dollar pipeline and implemented a streamlined onboarding process with an average duration of 30-45 days.• Educated existing customer base on new product releases within 30 days of release.• Worked closely with 10-15 Fortune 100 companies to ensure customer success.

Clearwater, Florida, Us

• Leveraged QA testing experience to ensure the reliability and functionality of new product builds within 3-5 days by running regression testing suites comprising 400+ tests for each product release.• Identified, documented, and prioritized software bugs, collaborating closely with the Development team to address critical issues and drive product improvement.• Contributed to achieving over 99% reduction in bugs before release, demonstrating a commitment to delivering high-quality solutions.

Clearwater, Florida, Us

• Consistently achieved a sub-15-minute average problem resolution time, ensuring minimal downtime and maximum customer satisfaction.• Demonstrated exceptional performance by consistently achieving the highest call completion rates month-over-month, exceeding targets by 10-20%.• Took ownership of creating and maintaining comprehensive knowledge base articles for both internal and external use, facilitating efficient issue resolution and enhancing customer self-service capabilities.

Clearwater, Florida, Us

• Provided top-tier consumer support, specializing in the maintenance and repair of VIPRE Internet Security and Antivirus software.• Implemented process improvements by optimizing escalation procedures through the introduction of email templates for clients, resulting in significant time savings of 4-8 hours per escalation.• Maintained an outstanding average Customer Satisfaction (CSAT) score of 97%, reflecting a commitment to delivering exceptional customer experiences.