• Accelerate customer adoption of Google Cloud by leading the implementation journey• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies• Advocate for customer needs in order to overcome adoption blockers and drive new feature development• Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps• Lead quarterly business reviews and executive sessions to better understand business and technical needs• Plan for customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success during critical moments

• Owned the relationship with a strategic enterprise channel partner to provide proactive support and incident resolution as the primary point of contact • On-call 24/7 and served as customer advocate during major incidents and coordinate across Dell EMC teams to drive incident resolution and provide post-incident reviews• Ran weekly calls with customer operations team to review account status, adherence to change management requirements, code upgrade planning, and open issues to ensure environment stability• Ran monthly and quarterly calls with C-level executives to review long-term account planning, contract status, and service updates

• Managed and developed mid-size and enterprise level accounts fulfilling roles as a customer success manager and solutions architect• Worked with customer management and support teams along with system integrators during application migration, application launch, and ongoing management• During QBR calls, provided customer with AWS best practices, cost optimization, incident review, and right-sizing recommendations• Collaborated with Rackspace AWS Professional Services team to implement major customer application architecture changes• Participated in Rackspace AWS Tech Council by providing opinions on new features and services to Rackspace leadership and product development teams

• Engaged with Director and C-Level executives to understand mission needs and develop account plan• Completed QBRs of operational performance, support tickets, and incident analysis with customer leadership• Advocated for customer requirements with Rackspace engineering, product, and support teams• Authored and implemented standard operating procedures, including the design of processes to standardize report development, document escalation procedures, and record/process customer commitment contracts• Drove professional development of staff through training, mentorship, project management, task delegation, visibility of tools/resources, and general assistance with customer relations

• Served as a client advisor for small and medium-sized business accounts while identifying opportunities to leverage the Rackspace product portfolio to support customer growth and server component upgrades

• Delivered customized solutions to align with prospect requirements and generated sales operations reports for cloud sales leadership monthly meetings• Provided monthly technical training to cloud sales team• Created proposal for formation of Cloud Onboarding Customer Success team to increase new account attach rate and encourage increased account spend

• Managed the end-to-end sales cycle for cloud services, including initial qualification, needs assessment, and leverage of support teams to develop solution proposals, while assisting with overflow technical support tickets • Consistently exceeded sales quota month-over-month with a 110% attainment average and sustained the highest retention rates of new accounts, contributing to recognition as the “Rackstar of the Quarter” in Q4 2009

• One of two Account Managers for account base of approx. 1500 accounts• Primary escalation point of account level issues• Assisted billing team with collections and resolving escalated billing issues• Conducted customer satisfaction surveys and collected feedback for review by Rackspace support and product leadership teams• Processed account cancellation requests while attempting churn mitigation

• Assisted customers via live chat, phone and ticketing system• Own support tickets from issue submission to resolution or until ticket was moved to next shift or support level• Worked with L2 and engineering teams to resolve customer issues• Trained new hires and developed training procedures