Jeff Gray Email & Phone Number

Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Micro Focus was a multinational software company specialising in providing enterprise grade software solutions and consultancy services. My role as an Enterprise Support Manager involved directly managing the service and support relationship for enterprise customers in Australia and leading the APAC Enterprise Support Management team by overseeing the support delivered to premium support customers across Australia, India, South-East Asia and Japan.Key Responsibilities• Maintaining client relationships and directly overseeing the services and support delivered to 6 enterprise customers in Australia ensuring that these services were delivered in a high quality, timely and cost-effective manner. • Managing and leading the APAC Enterprise Support Management team and overseeing the service and support delivered to over 50 enterprise customers across the APAC region.• Managing high-priority service requests by coordinating with cross-functional teams, including local and backline support and engineering teams, to ensure timely resolution and minimal service disruption.• Holding quarterly business review meetings with customers to present detailed analysis reports which provided valuable insights on improving system performance through the utilisation of best practices, product upgrades, health checks, staff training and the engagement of professional services.• Fostering collaborative communications with stakeholder teams, including product management, sales, support and customer success, to drive product adoption and to mitigate any identified risks.• Conducting regular team and one-on-one meetings to constantly improve the service and support delivered to customers and providing a friendly, inclusive and supportive work environment.Key Achievements• Achieving a consistent >95% annual renewal for premium support customers in the APAC region.• Generating approximately $3.8m per year in premium support revenue for the APAC region.

Sydney, New South Wales, Australia

My role as the APAC Premium support Manager involved leading the premium support engineers in their support of premium support customers in Australia, India and South-East Asia. My position also involved fulfilling the responsibilities of the Service Account Manager role to premium support customers in Australia.Key Responsibilities• Managing and leading a high-performing team of 12 premium support engineers and consultants that delivered professional services to over 35 premium customers across the APAC region.• Managing the support relationships with premium support customers by forming strong customer relationships and acting as trusted advisor by handling all support matters, including critical / P1 issues.• Planning and delivery of regularly scheduled service review meetings to review and prioritise support cases, project activities, account management items, training, product roadmaps and lifecycle schedules.• Working with cross functional teams, including account managers, global escalation managers and international backline resources, to ensure service requests were prioritised and actioned as needed.• Working with global support program teams to design and implement a standardised global premium support program and promote and deliver this program to customers across the APAC region.• Managing the premium support staff by holding regular team and one-on-one meetings, reviewing and adjusting account allocations, developing individual training programs, career development planning, performance reviews, objective setting, KPI framework creation, salary reviews and bonus planning.

Sydney, New South Wales, Australia

My role as a premium support engineer was to be the customers trusted advisor and provide technical expertise for Novell products to premium support customers in Australia and New ZealandKey Responsibilities• Providing 24x7 telephone support to Novell’s premium support customers across the ANZ region supporting products such as NetWare, OES, eDirectory, ZENworks, GroupWise, IDM, NAM and iPrint.• Managing the creation, escalation and management of service requests including critical / P1 issues and working to resolve such issues to minimise downtime and financial impact to customers.• Working in a team of premium support engineers providing training, mentoring, technical expertise and coverage resulting in a highly skilled team delivering a high level of customer support.• Working with cross functional teams of sales, support, consulting, engineering and product management.