Frank Petridis Email & Phone Number

• Translating Customers' business requirements into technical solutions by building knowledge and understanding of the possibilities presented by different solutions.• Continuing to provide project leadership, coordination, and architectural guidance for our customer's initiatives. Taking a more active role with liaising internally w/our Solution Engineers on designing and developing innovative solutions for our customers.• Continuing my long-term relationships within assigned accounts while accounting for a deeper understanding of the Customer's strategic goals and overall impact on business results.

• Serves as the primary, technical point of contact in building and maintaining pre and post sales relationships with clinical customers all along ensuring successful integration of product within the environment.• Maintaining full alignment with Sales Teams on renewal and up-sell strategies – focusing on customer retention.• Direct project management leadership on key projects, ensuring that projects are delivered on-time, within scope and within budget. Participates in architectural reviews, ensuring solutions are designed for successful deployment and growth.• Functions as the technical subject matter expert for product best practice, and customer implementation solutions all along acting as a liaison between customers and our internal teams (R&D, Tech Support, Project Management, Sales, Operations, and Marketing).

Greater Chicago Area

- Oversee all pre/post-sales relationships between our customers and Netop offerings. - Tasked with managing the implementation of services and ongoing service delivery, and serves as a central point of contact for customer inquiries. - Focuses how changes will impact the end user, and how I can help customers navigate through the impact of those changes. - Responsible for maintaining, and growing accounts while having strong relationships with internal team members all along being seen as a trusted adviser in bringing resolution to achieve customer success.

Greater Chicago Area

• Implemented and drove SaaS support delivery services relating to customer success engagement responsibilities.• Worked with multiple teams to understand SLA agreements for customer success stories while driving new growth within the business. • Be the point person for product/ training/relationship/escalations and take accountability to remedy any customer service issues.• Acted as a web site editor for our site in which I edited and maintained the content of our website ensuring the information is accurate.• Ensured sales team is equipped to support typical presales responsibilities from a services perspective.• Responsible for developing and maturing software development test capabilities for web applications which included managing a test team while also managing production systems in Amazon Web Services.• Defined test procedures and strategies that encompassed software development testing.• Developed continuous integration systems; including test plans, test cases, protocols, suites while acting as a liaison between product management, sales and product development.

Greater Chicago Area

• Responsible for the review, qualification and ownership of Enterprise politically hot support issues globally.• Maintained critical communications internally and externally through Senior Director level process all along acting as a management interface between the customer and product development team by leveraging productive cross-functional working relationships in the area of customer expertise.• Prioritizing and driving resolution on escalated customer issues while acting as an SME (Subject Matter Expert) on Citrix App-DNA by preparing technical documentation, training, and presenting the solution within internal/external audiences.

Greater Chicago Area

• Provided ongoing operational customer support (deployment, upgrades, inconsistencies, etc.), while having the ability to see high political issues to resolution and client satisfactory levels.• Served as THE escalation point to address service delivery concerns within all customer post-sales cycles.• Acted as a customer-facing resource (consultant) capable of personally getting involved in sales opportunities, project scoping, and delivery.• Responsible for creating SOW’s/POC’s assisting with the fulfillment of project requirements set forth by the pre-sales team and the customer/prospect.• Ensured and supported product management team/sales team in refining licensing capabilities, activation's and features of solution for an efficient sales cycle.• Ensured projects are properly planned, optimally staffed and are delivered on time and within the budget outlined in the SOW and per the targeted value realization metrics.