Jeffrey Ware Email & Phone Number

Montreal, Quebec, Canada

As Microsoft Teams continues to grow with rapid pace, organizations are embarking on their efforts to digitally transform their day-to-day businesses in how they communicate, collaborate and achieve better business outcomes, faster then ever before. Our team is here to help our Commercial Customers in that journey of developing business solutions with Microsoft Teams-as-a-Platform. Our Microsoft Teams Strategic Customer Engineering team is here work with and ensure that our Customers can realize those business outcomes by directly managing Engineering-led customer and partner engagements that will deliver to their needs and business priorities.

Montreal, Quebec, Canada

As a senior Customer Success Manager I am focused on partnering with customers to help them drive better business outcomes and assist customers on their Digital Transformation journeys. Focusing on M365 cloud solutions such as Microsoft Teams with a focus on Remote Work, Meetings and integrating Platform and Apps into the Teams framework are strategic components to achieving that success, creating employee engagement and increasing end user productivity...Role Activities include but not limited to...• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) within each customer to influence adoption.• Drive end-user excitement to create viral adoption (e.g. excitement days, champions programs).• Drive business scenarios leveraging Meetings and Platform and Apps in Teams to for better business outcomes. • Represent the technical "Voice of the Customer" within Microsoft to inform and influence engineering, and document business-value driven customer success stories and shared practices.

Overall HPE Software customer advocate, partnering with executive level as trusted advisorOwn overall HPE Software post-sales customer satisfactionSignificant contributor to the development of long-term strategic account plan; leads substantial portions of the strategic account planPro-actively contributes to the customer’s business improvement, planning and budgeting processDevelops strategies and processes with the customer in areas such as performance metrics and measure, escalation, change management and communicationMaintains effective communication with and between all functional areas of the account team, as well as with the company at large including its executive leadersEstablishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, company, service providers, and partnersActively involved in the renewal process to increase predictability and successDirects the planning, assessment and development of new business opportunities in partnership with sales groupsOnboarding all new and existing customers, license adoption and deployment, including ELAsOverall responsibility for tracking and managing customer usage of value-add servicesAssist with post-sales issues or requests across all HPE Software productsDrive product upgrades and manage business unit campaigns for assigned accountsOwn or assist with at-risk and/or escalation issuesWork with sales to identify white space and win-back opportunitiesDirects solution, operational service, partner, and sub-contractor teams that deliver services to the customerCollaborate with support delivery teams, contributing to quarterly reviews, escalations, etc.

• Responsible for growing HPE SW Premier Support Business across 130+ assigned Top Accounts across North America exceeding sales targets (135% of quota)• Partnered with internal HPE Software Portfolio Mgmt, Marketing and Support Delivery teams in on-going Premier Support program improvements and go to market strategies• Lead and or Participated in quarterly Global QBR events across accounts building and maintaining key stakeholder relationships• Deliver training and mentoring to other team members related to HPE Premier Support Business

• Ensuring HPSW Top Enterprise customers, Global and Strategic in nature, are aligned with the appropriate level of support and services in order to see the value in their HPSW investment. • Managed support related concerns of a portfolio of top enterprise accounts• Identified and properly qualified Premier Support business opportunities within assigned accounts to meet Sales Quota targets• Collaborate with license sales, customer support, solutions architects, Product Mgmt, R&D teams to ensure appropriateness of proposed customer solutions• Work with sales and support management to analyze customer spend/customer support metrics data for deal pursuits• Develop & Manage accurate sales forecasts to drive new business targets

Responsible for post Premier sales and Support Delivery Operations functions for over 200 enterprise accounts across Canada, US and Latin America. These responsibilities include:• Develop and Deliver Program related enablement training and mentoring for all Support delivery engineers and Managers related to the Premier Program• Point of contact for Global functions such as System infrastructure in the planning and execution of process, policy and improvement initiatives around the Premier Business• Managing of sales forecasting aligned to resource capacity and utilization• Assisting with building/maintaining of Premier Portfolio and Delivery models• Ensure alignment/efficiency around overall business processes/tools/reporting• Aiding/Supporting the Premier sales teams related to deal configurations as well as assist with the Portfolio enablement training and mentoring of sales teams to ensure portfolio alignment• Manage and drive overall day to day business operations functions related to the Premier Support delivery• Build and maintain relationships with key executive and director levels contacts from sales, delivery, contracts, professional services organizations and ensure alignment around support delivery policies and procedures

• Managed and deliver complex remote support solutions to assigned Premier Service accounts. Owned technical problem resolution and worked directly with R&D, Escalation Engineers, Field Partner, Sales etc., on complex problem resolution and supportability issues. Implement new products and upgrade existing products. Responsible for driving Escalation processes Acted as a product focal point for remote supportability issues with products, services and customers to foster continuous delivery improvement. Achievements:• November 2003 was awarded the Software Services & TCE High Impact Award. This is an award that is given out for outstanding performance and lasting contribution..