Fred Barbara Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Greater Chicago Area

- Maintained a deep knowledge of the SAP Fieldglass vendor management application to ensure that an assigned portfolio of large strategic customers meet their stated business goals through program optimization and creative problem solving- Managed portfolio of enterprise clients accounting for ~$2.5M AOV, achieving 92% retention rate- Acted as the primary customer SME and advocated for customers internally- Responsible for strategically leading customer optimization and adoption- Drove proactive collection of business-relevant goals to guide customers' strategic requests - Consulted on customer’s strategic IT and business decisions- Established and maintained SAP's trusted relationship with our customers resulting in high customer satisfaction and contract retention- Utilized available sources of data intelligence to gain insights into customer health, feature adoption, and utilization metrics to inform proactive recommendations- Became the SME for customer portfolio which included expertise in the customer company’s configuration, custom solutions, integrations, processes, system goals, and strategic initiatives- Provided feature demonstrations, instructional materials, thought leadership, and testing guidance to further enable and educate customers on how to utilize SAP Fieldglass to fulfill their immediate or long-term goals- Identified potential risks and worked to ensure appropriate internal and external stakeholders are aligned to efficiently address them- Built strong working relationships with customer program counterparts and established regular meeting cadences to gauge overall account progress and status

Schamburg, Il

- Administered and maintained client Identity & Access Management applications for the nation’s largest energy provider- Acted as the single point of contact for all operational and product-related requests, initiatives, and projects- Coordinated resources and plan for all team members to ensure maximum utilization of time and efficiency- Conducted incident triage and ensured resolution of incidents & service requests per SLAs- Provided documentation and management reporting as needed- Support installation of new software releases, system upgrades- Managed system accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance- Provided end-user support and host meetings daily with key client stakeholders- Followed Managed Services practices and processes to ensure optimal service delivery- Continuously documented knowledge and findings from technical investigations in the company’s knowledge base

Greater Chicago Area

- Managed internal & external escalations (including key accounts) as well as deliver L1-L3 support- Run support operations, ensuring coverage during contract business hours- Developed and maintained relationships with 3rd party partner vendors & providers- Trained and informed relevant parties on customer operations best practices to maximize efficiency & quality- Collected, aggregated, studied, and analyzed reported account metrics (retailer & supplier) to report internally, identify opportunities for best practice adjustment, and maintain account benchmarks- Managed operations for and optimization of subscription-based Supplier Collaboration program (accounting for approx. $1.3 million ARR) - Formulated marketing operations plan, including identification of new segments & definition of messaging for a new Freemium SaaS platform within the consumer private label industry and direct e-mail campaign activities for growing the user base- Championed customer & regional priorities at roadmap prioritization meetings- Collaborated with customer-facing stakeholders to prioritize enhancements for the benefit of regional customers & end-users- Collected detailed requirements from relevant parties for entry and documentation of enhancement requests- Ensured releases are properly tested & release GO/NO GO communicated internally- Ensured customer satisfaction by providing in-depth technical research and information needed byGlobal Support Customer Support Engineers and other field personnel to resolve complex technical problems in an accurate, professional, and timely manner

Dallas/Fort Worth Area

-Ensured customer satisfaction by providing in-depth technical research and information needed byGlobal Support Customer Support Engineers and other field personnel to resolve complex technicalproblems in an accurate, professional, and timely manner.-Contributed to extended research on customer-reported technical problems that are unknown or cannot be resolved during initial investigations.-Researched problems using the product source code and other diagnostic methods. -Consulted with customers as required to collect diagnostic information-Interfaced with engineering groups as a consulting point for further diagnosis of complex issuesand to organize the delivery of product fixes to customers.-Coordinated necessary resources to ensure delivery is timely, efficient and satisfactory.-Involved in the management of critical account situations-Documented technical issues for the benefit of others as needed.

Greater Chicago Area

- Managed a portfolio of customers to ensure their success with the solution, including leading the implementation process of a robust Marketing Automation software- Served as each customers’ first point of contact and functioned in consultant, project manager, and customer support capacities- Administered and integrated product suite with major CRM platforms - Developed strong relationships with customers to protect ongoing revenue stream and identified up sell/cross sell opportunities - Conducted regular account reviews with customers and provided strategies to optimize returns- Ensured customers utilized all features/functionalities of the solution to realize maximum return on their investment

Greater New York City Area

- Founding member of a web-startup specializing in the online consumer legal marketplace- Coordinated the company's initial phase of operations, assisted the CEO and development team, created and implemented a corporate structure, set up internal network, screened and interviewed prospective employees and developed a marketing strategy- Initiated various projects including legal research, competitive/comparative market analysis and conceptualization of an interactive User Interface

Greater Chicago Area

- Built and maintained relationships with clients by resolving issues and handled incoming service requests- Validated and documented issues to ensure escalation through appropriate channels to result in a prompt resolution - Conducted active on-boarding and implementation process for new clients (training, initial set up, billing, etc.)- Assisted sales team in the pre-sales process to demonstrate the application of the product suite across varying business sectors

Greater Boston Area

- Initially hired as Support & Supplier Services Specialist with Agentrics (acquired by TraceOne) a cloud software/SaaS company- Relocated to Boston and led the transition of my department, including interviewing, hiring, and training staff in the Boston office- Lead the development initiative of enhanced private label support processes that fostered a strong working relationship between Walmart and TraceOne- Presented results and proposed Support Transition Plan to key Walmart stakeholders - Took on, at Walmart’s request, key roles previously handled by the HQ on-site team which included communicating to Walmart indications of potential system-wide issues and devised work-around strategies until bugs were resolved and fixes deployed onto the production environment- Coordinated with outsourced/overseas 3rd party software developers to ensure timely deployment of releases and functionality enhancements within SLAs