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 needs are met. • 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 managing difficult situations• 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. • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. • Reviews SLA claims. • Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved. • Coordinates builds and maintenances. • Renews customer contracts

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● Renews customer contracts and conducts weekly, monthly and quarterly operations reviews both on and off-site

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● Mentor and advise junior aspiring Service Delivery Managers with a track record of promotions and hires● Facilitates weekly, monthly, and quarterly account review calls● Direct customer point of contact for escalation response and root cause analysis● Net Promoter Score (NPS) program liaison● Participated in vendor meetings with Executive level leadership● Actively participates in process and support improvements● On-boards and assists with the Service Delivery Manager training/on-boarding program● Assisted with the review and analysis of the top 100 customers in the Enterprise segment● Assists with customer communications regarding products that are end of life (EOL)● Worked closely with Leadership and participates in business review discussion around revenue, credits, churn and NPS

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● BES/ActiveSync

Bachelor Of Arts Administration, Business Administration And Management

Associate'S Degree