Jennifer Mcnay Email & Phone Number

Tolland, Ct, Us

United States

Experienced Cloud Managed Services Customer Success Manager with expertise in managing client relationships, coordinating services, and ensuring seamless communication between stakeholders. Proven track record in lifecycle management, onboarding, and driving continuous improvement.Key Responsibilities:-Primary Contact & Escalation: Serve as the main point of contact for all Cloud Managed Services inquiries and issues, ensuring timely resolution.- Client Liaison: Act as a bridge between the client and Presidio's resources, advocating for client needs while enhancing service delivery.- Lifecycle Management: Oversee the full lifecycle of the engagement, ensuring smooth operations from initiation to ongoing management.- Onboarding Coordination: Lead the onboarding process to ensure seamless integration and effective service start-up.- Strategic Alignment: Facilitate Quarterly Business Reviews (QBRs), ensuring alignment with client goals and identifying opportunities for improvement.

Hauppauge, New York, United States

- Create alignment across other functional teams, foster relationships with key business stakeholders, understand the business needs, and share new or existing capabilities that can address or improve business operations- Area escalation point for presales, sales and delivery services booking issues - Oversee schedules for project execution, resource deployment and overall coordination efforts to ensure projects are completed on schedule with quality outcomes- Responsible for Forecasting & Driving Area Engineering Utilization - Escalation point in the resolution of 3rd Party Vendor Invoicing Issues - Responsible for all PS related invoicing and escalations for NY/NJ Services - Work closely with the Finance team and area PS VP to support revenue recognition and month/quarter/year end processes for PS, including providing supporting reports.- Mentor and assist Project Management Team with Financial Project Budget Review, Analysis and gather an understanding of Planned Hours vs Rev Recognition - Responsible for Final Project Efficiency Adjustment for engineer bonus purposes - Developing employees to meet the needs of the business and supports their growth.- Working closely with account teams to help close/renew/grow business - Managing escalations, when necessary, and ensuring customer experience/loyalty recovery and other actions to resolve delivery-related issues. Acting as a direct point of contact for executive escalations-Drive local and corporate best practices throughout the regional team to ensure consistent, high quality and repeatable solutions- Directly Responsible for the local Project Coordination team and the oversight of all Project Coordination lead engagements - Anticipate future problems and issues and communicate effective mitigation plans.- Nationwide escalation point for services pricing opportunities and how to implement in the current business model.

• Tightly align with Presidio's pre-sales, sales and delivery team• Manage bookings process escalation • Guide and mentor Tri-State team members resolving services booking issues• Report on performance of Tristate PMO and SC operations • Review project portfolio planned hours with the team for rev rec• Services Vendor / Contractor Management – onboard vendors and or contractors for new or existing engagements • Work with Pre-Sales and Sales team to assist with developing creative solutions for non-standard processes • Provide day to day assistance for all non-project based requests for Professional Service input• Pre-Sales Review / Approval and tracking of Service Requests• PMO/Services Business Process Owner • Financial Liaison – drive resolution for financial disputes or issues related to milestones etc • Manage and lead SR focus account calls • Customer Relationship Management on SRs– engage Presidio clients to maintain positive Presidio experiences and develop business opportunities• Incorporate lesson’s learned data from Service Requests for continuous business improvement• Resource Management - Internal and External Resource Escalations• Focus Account CSAT Management • Provide Quarterly Updates to Pre-Sale

Hauppauge, Ny

- Managed a team of Service Account Specialists that focused on meeting Customer Service efficiency and maximizing customer satisfaction.- Oversee recruitment, hiring, and training of services service staff to further company goals and sustain high customer service benchmarks.- Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service- Strengthen relationships with key internal staff across to optimize customer service processes and procedures.- Handling customer escalations and all customer relations issues- Identify and address development needs- Analyze statistics and compile accurate reports

Hauppauge Ny

- Provide remote project coordination for an average of 100+ ongoing requests throughout the continental US most prominently in the tri-state region.- Assist with planning, implementation and delivery of strategic customer engagement involving multidisciplinary teams (voice, data, wireless and IP solutions)- Track the progress and quality of work being performed by design disciplines- Use project scheduling and control tools to monitor projects plans, work hours, budgets and expenditures- Effectively and accurately communicate relevant project information to the client , project team and upper management- Ensure clients’ needs are met in a timely and cost effective manner- Assist in the development and deployment of new policies and procedures.

Amityville, Ny

- Review and prepare RFP’s- Review, modify and implement processes and procedures to improve efficiency in department- Monitor and track quotes request to ensure timely delivery

Amityville, Ny

- Provide executive level administrative support to Regional General Manager.- Train, supervise, coach, monitor and provide feedback for a team of 25 engineers / project managers.- Educated and maintained project management and engineering processes and disciplines in areas of scheduling, accelerating customer satisfaction, quality control, communications management and cost management.- Assisted in the development and deployment of new policies and procedures.- Managed multiple projects and communicated progress to upper management. - Review and maintain project profit and loss statements.

Manchester, Nh

- Oversee daily operations managing a staff of 14 employees.- Managed and oversaw administrative functions to ensure all paperwork was processed efficiently and in a timely manner.- Maximized office productivity through proficient use of appropriate software applications.- Responsible for handling Human Resource issues and employee problem resolutions.- Performed all warehouse operations, including shipping, receiving, inventory control, packaging and labeling.

Manchester, Nh

- Manage, prepare and finalize maintenance contracts.- Provide Administrative Support to General Manager, 2 account executives and pre-sales engineer.- Prepare RFP’s, quotes and commission reports.- Perform HR, payroll and accounting duties.- Customer Support Specialist- Shipping and receiving- Order entry

Manchester, Nh

- Provide administrative support to Office Manager and 9 travel agents.- Purchase office supplies.- Maintain client files.- Generate weekly sales reports.- Data entry.- Assist and resolve billing disputes.