Jon Bronson Email & Phone Number

Plymouth Meeting, Pa, Us

Santa Barbara, California, Us

Hoboken, New Jersey, Us

Leading a high performance team of 12+ seasoned professionals that are the main point of contact for large enterprise, fortune 500 and 100 companies as they transition from premise ACD to native Cloud solutions. Continuing post implementation engagement at the Clevel, ensuring adoption, strategic planning and ROI of their solution. Assisted new VP in organizing the department, hiring/promoting additional Leaders, creating teams to align with the industry verticals and hiring 40 new team members. Increased NPS by 6 points year over year.Increased paid engagement Package spend by 30% year over year. Lead effort to refine Technical Interview process to ensure candidate's technical skills have sufficient breadth, depth and polish. COO's go to resource in assisting with troubled accounts or assist Key Strategic Customers with creating their Strategic Vision for Digital Transformation and migration to the Cloud.

Hoboken, New Jersey, Us

Seasoned account management, program/project management and technical resolution professional at the top of my field. Unified with team members across the company, exceeding customer expectations, improving processes, technology, and meeting company growth objectives. Responsible for resolving the most complex problems, providing excellent technical and customer service to one or more named enterprise-level accounts. Building relationships with the most skilled internal resources across the company to overcome issues that arise to allow my customers to expand the usage of our products. Create and execute customers strategic objectives that will allow them to grow their business. Build C-level relationships to ensure a long-term and loyal customer for our most strategic and large customers. Leveraging these relationships to create external evangelists of our technology.

Hoboken, New Jersey, Us

The single point of contact for day to day operational and relationship engagement with strategic and enterprise clients from C-level executives to floor supervisors. Ensure they are getting the value of the inContact platform and meeting their business objectives from both a technology and operational perspective. • Took highly escalated customers and fostered the relationship to become great references• Assisted less experienced TAM’s in solving issues both from a high level to deep technical issues ranging from reporting to connectivity • Represented TAM team both internal and to external customers in large VoIP backend migration requiring end customer to completely redeploy • Assembled team from internal groups to create a new attribute based routing engine that would seamlessly integrate with WMO solutions• Lead customer initiatives allowing for new product launches and growth trending to increase revenue by at least 100%• Drove product change with internal teams to increase stability on portions of the inContact platform

Us

Provide operational support, change management, project management, technical consulting and call center process consulting to enterprise clients.Provide technical and operational oversight of Technical Account Managers assigned to enterprise accounts to ensure a high level of customer satisfaction.

Us

Provide a wide range of technical account management and support activities to one or more strategic enterprise clients. Interface with internal and client stakeholders both technical and business, to provide technical oversight and leadership to ensure daily operational success and client satisfaction. Participates in the strategic and architectural discussions to ensure a strong partnership within client’s overall business strategy. • Maintaining day to day contact and relationship management • Ensuring that all delivery SLA’s are met or exceeded • Act as single point of contact for the client and applicable internal resources in an effort to deliver world class hosted call center infrastructure • Develop strategic plans for client growth, setting expectations and meeting key performance indicators • Provide meaningful consultation on call center best practices and procedures • Schedule and deliver regular “partner review” meetings in which goals and plans are developed, documented and reviewed • Provide project management overview of key client projects including but not limited to IVR call flow development, work flow development, WAN design, and telecommunications infrastructure design • Ability to understand call flow and IVR requirements from concept design to implementation • Manage and complete when possible, all additions, moves and changes to environment as requested by the client.

Us

• Setup Websites and FTP sites using IIS. • Implemented remote access to all locations using Remote Anything. • Implemented Internet limitations for users using DNS forward. • Created users, groups and added additional work stations using AD in a server 2003 domain. • Managed 4 Terminal Servers allowing company work stations access to Point- of-Sale application. • Locked down Point-Of-Sale terminals to improve reliability and reduce administrative overhead caused by unneeded applications and user error. • Managed Linux Fadora Core 2 email server. • Setup and managed FreeBSD load balancing router and firewall.• Was the sole desktop support and repair for over 400 work stations located at in more then 150 remote locations. • Analyzed, researched and ordered computer hardware and software. • Negotiated telecom contracts consisting of multiple states and services. Including: T1, bounded T1, both data and voice applications; POT’s lines, DSL and LD services. • 800 number setup for customer support call center application. • Designed and over saw implementation of call center back end structure that allowed for real time data of calls.