Dave Buchert Email & Phone Number

Seattle, Wa, Us

Newport Beach, California, Us

San Jose, California, Us

Manage and grow accounts exceeding $36M in ACV, including the largest ACV Major account in the Americas where I oversaw deployment from 0% to over 90% across all three major products.Build strategic C-level customer relationships and collaborate closely with Sales, executive sponsors, Product Management, and Support teams.Lead and contribute to multiple process improvement teams, including Business Review process, Adoption Framework, Customer360, Learn From Others team, Customer Onboarding, and Planhat UAT.Conducted in-person and virtual training for 30+ new CSM hires and developed course materials.Cultivate customer advocates who presented at external Zscaler events, including a C-level speaker at the annual Zscaler customer conference.Awarded President’s Club 2023.Recognized as Global CSM of the Quarter twice for exceeding KPIs and driving customer subscription growth.Received three Impact Awards based on nominations from cross-functional teams and CS executive leadership.

Santa Clara, California, Us

• Responsible for post-sales account management of $1.8M+ services portfolio• Team lead and mentor• Provide support escalation and account management for multiple strategic customers across North America including T-Mobile, DXC, Boeing, Kaiser Permanente, Blue Shield of CA, and State of Washington.• Build relationships with customers and internal Sales teams to ensure product stability and growth goals are being met.• Coordinate technical resources, including other vendors, to drive work on priority issues .• Proactively recommend, plan, and deliver services to customers resulting in product satisfaction and renewals.• Received 11 peer awards and executive recognition awards.

San Jose, California, Us

Primary role: Manage customer escalations and Customer Support expectations at key customer sites.- Provide escalated level of support management for Veritas Availability and Data Protection products - 24x7 response availability to Business Critical accounts.- Manage escalations through Support tiers and Development teams to provide solutions.- Provide incremental reports on open/ongoing issues to customers and SYMC management.- Create and present quarterly reviews for customer consumption.- Provide a conduit for customer enhancement requests to SYMC product teams and ensure follow through.- Acting liaison between all parties during high severity events to coordinate and facilitate effective troubleshooting efforts.- Maintain efficiency and follow-through in all issues (high and low severity).- Work closely and reliably with all levels of management to reach desired outcomes.

Seattle, Wa, Us

Kista, Stockholm, Se

Responsible for managing multiple simultaneous software implementation projects. The projects ranged in length from 1 to 16 months. Responsible for project scope, definition, customer buy-in, implementation, and acceptance. Identified customer needs and created, maintained and communicated project requirements and timelines to all parties including executive/senior management, developers, customers, and vendors. Defined project risks & assumptions and worked those issues to resolution, escalating as appropriate. Assembled implementation teams, to ensure successful implementation of the project. Defined summary tasks, sub-tasks and individual assignments for team members and manage to completion. Led status meetings where I provided and reviewed current status reports, action item registers, and project plans.

Kista, Stockholm, Se

Was responsible for the overall customer relationship with large wireless operators. Proactively identified clients' needs, provided a selection of sound solutions to those needs, and managed the sales cycle including negotiations. Provided management of system and contractual issues and ensured SLA compliance. Responsible for overall customer project management, coordinating quarterly business reviews and customer strategy meetings to review product performance, SLA compliance and future business opportunities in the areas of software, hardware, and professional services.Responsibilities also included working internally with Executive Management, Legal Teams, Engineers and Customer Service on all contractual activity and commitments. Ensured ongoing client satisfaction was maximized through monitoring and resolution of issues. Ensured that client strategies were understood, communicated and prioritized internally by coordinating executive management, engineers and support staff.

Kista, Stockholm, Se

Responsible for the management and development of Technical Assistance Center team who supported all customer issues for mission-critical software products. Planned call-out schedule to provide 7x24 support coverage. Interfaced with customers, Service Account Managers and Engineering to track and resolve system issues. Provided escalation point for senior-level technical issues.

Kista, Stockholm, Se

Led System Administration in HP environments; specifically administrative support of HP-UX for Marconi Customer Environments (system installation, configuration, and tuning knowledge). Provided third-tier support for all software products, serving as a subject matter expert. Collected, performed, and analyzed system performance metrics, capacity studies, tool development, software upgrade installations, and troubleshooting issues in TAC/SAE lab.

Kista, Stockholm, Se

Provided telephone and on-site technical support to organizations responsible for the operation of mission critical Unix and Oracle based real-time systems in complex network environments. Diagnosed potential trouble reported on customer networks and company provided hardware and software. Managed issue escalation process. Coordinated and performed software and hardware installations as well as system upgrades and configuration changes. Analyzed, documented and resolved software and hardware system configuration problems. Executed test procedures and documented results. Responded to customer inquiries and problems. Teamed with programmers to track bug fixes throughout the product lifecycle. Advised management on product development issues arising from product problems identified through technical support calls with customers.

Teaneck, New Jersey, Us

Monitored and resolved problems with UNIX based systems over a North American network. Troubleshot hardware, software, and network issues. Provided phone support for field technicians and customers. Trained on-site technicians in repair and hardware swapping. Responsible for mentoring new employees and creating support web pages. Part of 7X24 on-call support rotation.

Certificate, Programming With Unix

Certificate, Hp System And Network Administration I And Ii

Bs, Management Information Systems