Joe Lachiusa Email and Phone Number

Build and maintain a best-in class Customer Success and delivery organization that is scalable, efficient, and driven to meet the demands of customers. Utilize various sets of data, tools, and reports to manage day to day operations, budgets, and support long term strategic priorities. Manage a team of 14 responsible for maintaining the IT service management framework encompassing service fulfillment, change control, incident, problem, request, and access and asset management. Oversight of all client entitlement deliverables within the Managed Service program. Analyze all data to ensure the service level agreements and performance standards are maintained and customer requirements are consistently met. Enforce and improve the operational systems, processes and policies used to deliver services to the customer specifically event, incident, and change management. • Guided the configuration and implementation of software (Salesforce), customer support, and customer retention by providing key account management for client-base totaling $13M in annual revenue. • Decreased escalations from three per week to one per month on average by instituting a new company escalation process. • Reduced the average support ticket count from 180 to 85, and generated a customer retention rate of 97% • Slashed the number of incidents by 63% over two-years that reduced headcount. Partnered with a group in India to outsource support for international customers and expanded support to 24x7 to increase efficiency. • Cut spending by 24% and made teams more efficient by negotiating service contracts and guiding a reorganization. • Consolidating individual support teams from three business units to form a new global support team. • Spearheaded and negotiated contracts for outsourcing global support and services to India • Defined and implemented operational metrics, focusing on trend analysis, new business growth and employee efficiency