Daniel S. Email & Phone Number

• 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

San Antonio, Texas Area

• 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

San Antonio, Texas, United States

• 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

San Antonio, Texas Area

• 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

San Antonio, Texas Area

• 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

San Antonio, Texas Area

• 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

San Antonio, Texas Area

• 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.
• 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

San Antonio, Texas Area

• 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

San Antonio, Texas Area

• 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