Katie Bowers Email & Phone Number

Redmond, Washington, US

Redmond, Washington, US

San Antonio, Texas, US

• Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support.
• Owns customer issues from identification to resolution
• Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and organization, identifying and taking advantage of sales, networking and PR opportunities and.
• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

San Antonio, Texas, US

• Provides strategic leadership and direction for the delivery of pre and post sales services and support to Enterprise customers
• Owns and manages the strategic partnership between Rackspace and top Enterprise customers
• Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Analyzes operations processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customers
• Reviews requests for Service Level Agreement (SLA) credits. Develops and manages responses, ensuring customer service with speed and accuracy and all customer service delivery issues are resolved
• Manages technical resources to solve customer problems and escalations. Coordinates builds, launches, and maintenance's

San Antonio, Texas, US

• Own and manages the strategic partnership between Rackspace and its Digital platform customers
• Lead and organize a team of cross-functional dedicated resources to deliver fanatical results
• Operate as the liaison between the customer, solution integrator's, executives, managing the consistent engagement between VP and C-Level contacts in both organizations
• Participate in legal negotiations to govern SLAs, remedies, and delivery for customer’s new and existing business with Rackspace
• Conduct on and offsite quarterly business reviews with key decision makers
• Serves as the primary point of contact for planning, execution, governance, and strategy for highly demanding and complex customers with unique needs

San Antonio, Texas, US

• Managed strategic relationship with enterprise level customers and system integrator's with a central focus on Sitecore, ATG, and advertising agencies on a windows or linux platform
• Interface with customer decision makers, including C-Level contacts at Fortune 500 companies
• Own business development for component upgrades and new utility revenue for customer base, while driving toward a monthly team target
• Emerging Leadership Program Nomination

San Antonio, Texas, US

• Handled high end escalations from Senior Leadership and support teams
• Cross-functional team experience with leadership, billing, sales, legal, incident management, marketing, implementation, and technical support engineers.
• Escalation point of contact for customers via phone, email, tickets, and chat
• Assisted leadership in the review/monitoring of account growth and retention opportunities
• Assisted with the training and on-boarding of new service delivery managers
• Team mentor, trainer and escalation point

San Antonio, Texas, US

• Provide fanatical support to customers via phone, chat and ticket support
• Supported customer websites in Linux and Windows platforms
• Supported DNS, SSL, PHP, Mysql, Mssql, Wordpress, FTP, Command Line, and Email
• Assisted with ticket analysis and presented ticket results to leadership
• Assisted with the creation of a cloud sites training book with the help of other team members

San Antonio, Texas, US

• Provided technical support via phone, ticketing system and chat support.
• Hosted Exchange, Sharepoint, and mailbox archiving
• IMAP/POP
• Mail client troubleshooting for Outlook 2003, 2007, 2010, and 2011, OWA, Webmail, Mac Mail, Entourage
• Technical Support with mailbox setup on Windows, Mac and Mobile devices
• Technical support for Jungle Disk, telnet, Iphone Ipad, Blackberry setup

Bachelor Of Arts Administration, Business Administration And Management

Associate'S Degree