Graham Carter's Location
Shepperton, England, United Kingdom, United Kingdom
Graham Carter's Contact Details
Graham Carter work email
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Graham Carter personal email
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Graham Carter phone numbers
About Graham Carter
An experienced service delivery executive with extensive customer success and technical account management experience. Proven achievement within service delivery, account and escalation management supported by IT security, storage, business continuity, disaster recovery, high availability,hosting and SaaS Cloud experience gained whilst working for the worlds leading service providers in a variety of senior customer success management roles. Strengths Finder 2.0 profile: Top 5 Strengths, Achiever, Belief, Communucation, Responsibility, IncluderSpecialties: My customer success management experience is focused on developing and maintaining a committed relationship within a customer’s post-sales experience, offering a single point of contact for all service and support requirements. Act as a Trusted Advisor, develop and maintain long-term relationships with all stakeholders.
Graham Carter's Current Company Details
Retired
Retired - Former Senior Customer Success Manager
Graham Carter Work Experience Details
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RetiredRetired Sep 2021 - Present
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Senior Customer Success ManagerTrend Micro Jul 2015 - Aug 2021Principally responsible for the customer satisfaction with Trend Micro’s service and support offerings with an emphasis on issue resolution and continued product usage. Acts as single point of contact for the customer and account team related to service and support.Drive continual process improvements to achieve business goals and maximize customer service.Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.Build… Show more Principally responsible for the customer satisfaction with Trend Micro’s service and support offerings with an emphasis on issue resolution and continued product usage. Acts as single point of contact for the customer and account team related to service and support.Drive continual process improvements to achieve business goals and maximize customer service.Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture.Ensure continued alignment with and the objectives of the product sales team Show less -
Senior Service Delivery ManagerHitachi Data Systems Jul 2014 - Jun 2015Role purpose is to co-ordinate all HDS service delivery functions and act as the customers primary contact point, manage implementations of hardware and software, manage the resolution of incidents , coordinate the activities of third parties supporting HDS at the customer, maintain regular service review meetings, ensure timely renewal of contracts and identify upsell opportunities to extend contract scope. Maintain and coordinate all HDS project activity for the customer and identify… Show more Role purpose is to co-ordinate all HDS service delivery functions and act as the customers primary contact point, manage implementations of hardware and software, manage the resolution of incidents , coordinate the activities of third parties supporting HDS at the customer, maintain regular service review meetings, ensure timely renewal of contracts and identify upsell opportunities to extend contract scope. Maintain and coordinate all HDS project activity for the customer and identify opportunities for additional services and work with the HDS account team to progress those opportunities. Show less -
Senior Technical Account ManagerWebsense Oct 2011 - Jun 2014ReadingThe goal of the Mission Critical Support (MCS) Technical Account Manager (TAM) is to ensure customer success, focusing both on reactive support and pro-active services to enable our customer to successfully deploy their Websense solution set and achieve targeted business benefits. The TAM is the single point of contact for the customer and also all internal Websense teams regarding the account and serves as a strategic advisor to customers and provides product functionality, technology and… Show more The goal of the Mission Critical Support (MCS) Technical Account Manager (TAM) is to ensure customer success, focusing both on reactive support and pro-active services to enable our customer to successfully deploy their Websense solution set and achieve targeted business benefits. The TAM is the single point of contact for the customer and also all internal Websense teams regarding the account and serves as a strategic advisor to customers and provides product functionality, technology and implementation expertise by delivering a combination of technical consulting and project management skills. Show less -
Support Operations Manager (Made Redundant)Diagonal Consulting Jan 2011 - Aug 2011Farnham SurreyI was responsible for delivery of the end-to-end SAP application support services delivered to our customers and tasked with all aspects of day-to-day delivery of support, plus driving continuous improvement of our service. A key aspect of my role was to ensure our service delivery partners deliver to their contracted SLAs and OLAs and that each partner works with us to improve the service delivered to our end customers. I managed the offshore support partner consisting of 24x7 service desk… Show more I was responsible for delivery of the end-to-end SAP application support services delivered to our customers and tasked with all aspects of day-to-day delivery of support, plus driving continuous improvement of our service. A key aspect of my role was to ensure our service delivery partners deliver to their contracted SLAs and OLAs and that each partner works with us to improve the service delivered to our end customers. I managed the offshore support partner consisting of 24x7 service desk and functional SAP consultants and onshore back office technical support and client managers for Diagonal’s SAP business applications division and also provided a Client Relationship Manager role for their customers providing full post sales account and service delivery support and escalation management. Show less -
Intensive Account ManagerRackspace Hosting Jul 2010 - Jan 2011The Intensive Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s enterprise level customers. Intensive customers host their critical websites with Rackspace and have a high expectation for the level of service provided. As the customer’s primary point of contact with Rackspace the Intensive Account Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded within their Managed Hosting, Cloud Hosting and Email and… Show more The Intensive Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s enterprise level customers. Intensive customers host their critical websites with Rackspace and have a high expectation for the level of service provided. As the customer’s primary point of contact with Rackspace the Intensive Account Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded within their Managed Hosting, Cloud Hosting and Email and Apps hosting environments. Show less -
Principal Business Critical Account ManagerSymantec Oct 2005 - Mar 2010Provided proactive and reactive services and support to global 2000 and other premier customers, the level of service it delivers is designed for multinational enterprises that require uninterrupted availability to data and applications on a 24x7x365basis.• Leverage product knowledge to the customer to maximise customer satisfaction and optimise revenues and retention.• Proactively resolve service and product issues through technical support and product management, review manage and… Show more Provided proactive and reactive services and support to global 2000 and other premier customers, the level of service it delivers is designed for multinational enterprises that require uninterrupted availability to data and applications on a 24x7x365basis.• Leverage product knowledge to the customer to maximise customer satisfaction and optimise revenues and retention.• Proactively resolve service and product issues through technical support and product management, review manage and escalate to resolution, manage multi vendor relationships, proactively identify opportunities for consulting and revenue growth.• Responsible for developing and maintaining a committed relationship within a customers post sales environment, offering a single point of contact for all service and support requirements, enabling customer revenue growth and retention. Show less -
Customer Services Manager/Test Scheduling Manager (Made Redundant)Sungard Availability Services Sep 2001 - 2005Provided pre sales support role supporting the sales force to sell Business Continuity solutions. Hosted tours of recovery centres throughout the UK to existing and prospective customers,Worked on improvement programs to process more testing activity and keep compliant with quality and ISO standards.Successfully reduced wait time to test and improved upon targeted service levels Hosted tours of the London Technology Centre.Managed the test scheduling team of all testing… Show more Provided pre sales support role supporting the sales force to sell Business Continuity solutions. Hosted tours of recovery centres throughout the UK to existing and prospective customers,Worked on improvement programs to process more testing activity and keep compliant with quality and ISO standards.Successfully reduced wait time to test and improved upon targeted service levels Hosted tours of the London Technology Centre.Managed the test scheduling team of all testing activity across 17 sites performing over 3,700 platform tests per year Show less -
Account Manager – Business Continuity SolutionsHp Enterprise Security 2000 - 2001Successfully worked within the BCS group of Compaq selling Business Continuity Solutions and Disaster recovery services; Outsourced managed services, storage area networking and consultancy services.Maintained an existing installed customer base of 20 accounts.Maintained Customer satisfaction and increase the business opportunity of the installed base. -
Customer Services ManagerComdisco Sep 1995 - Sep 2000Managed and co-ordinated all disaster recovery testing programs across all platforms from Mainframe and UNIX/AS400/TANDEM/SEQUENT/ HP/RS6000/SP2/COMPAQ- ALPHA/SUN and LAN & WAN environments matching technical configurations to run on Comdisco hardware.
Graham Carter Skills
Data Center
Cloud Computing
Managed Services
Enterprise Software
Virtualization
Saas
Business Continuity
Pre Sales
Disaster Recovery
Service Delivery
Solution Selling
Account Management
Security
Technical Support
Software As A Service
Customer Satisfaction
It Service Management
Management
Storage
Vendor Management
Crm
Strategy
Customer Relationship Management
Service Desk
Escalation Management
Sla
Incident Handling
Customer Service
Channel Partners
Professional Services
Program Management
Product Management
Enterprise Architecture
Storage Area Networks
Networking
Salesforce.com
Storage Solutions
Storage Virtualization
Itil
High Availability
Graham Carter Education Details
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Townfield School For Boys
Frequently Asked Questions about Graham Carter
What company does Graham Carter work for?
Graham Carter works for Retired
What is Graham Carter's role at the current company?
Graham Carter's current role is Retired - Former Senior Customer Success Manager.
What is Graham Carter's email address?
Graham Carter's email address is gr****@****cro.com
What is Graham Carter's direct phone number?
Graham Carter's direct phone number is +813533*****
What schools did Graham Carter attend?
Graham Carter attended Townfield School For Boys.
What skills is Graham Carter known for?
Graham Carter has skills like Data Center, Cloud Computing, Managed Services, Enterprise Software, Virtualization, Saas, Business Continuity, Pre Sales, Disaster Recovery, Service Delivery, Solution Selling, Account Management.
Not the Graham Carter you were looking for?
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Graham Carter
Mobile & Wireless Telecommunications, Vehicle Connectivity And Sensors For Iot And Autonomous DrivingCirencester1btconnect.com3 +121535XXXXX
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Graham Carter
Beckenham3btopenworld.com, 5fifteen.com, brunswickgroup.com1 +447941XXXXXX
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Graham Carter
Birkenhead3cantelmedical.com, yahoo.co.uk, ahkgroup.com5 +447841XXXXXX
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Graham Carter
Farnham2abb.com, gb.abb.com2 01480 4XXXXX
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Graham Carter
Senior Deployment Engineer At Carter It Limited, Supplying Services To DellGreater Oxford Area2gmail.com, hachette.co.uk
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