Katerina Ozerova Email & Phone Number

Boston, MA, US

- Manage relationships with high-value enterprise clients, acting as a trusted advisor.- Lead efforts to increase renewal rates and expand account value by identifying opportunities for the accounts.- Provide feedback to internal teams based on client input to influence product roadmap decisions.- Advocate for clients within the organization, ensuring.

- Manage customer relationships, drive product adoption and ensure customers derive maximum value from the product.- Oversee client onboarding, training, and implementation to ensure successful deployment.- Provide feedback to the product and engineering teams to improve customer experience.- Coordinate cross-functional teams to resolve customer issues and.

- Manage a team of support engineers, providing guidance, training, and mentorship to help them achieve their full potential.- Conduct regular performance reviews and provide constructive feedback to insure continuous improvement and growth.- Oversee the recruitment process for new support team members, ensuring that the team is staffed with qualified and.

As an established leader of Enterprise Support Team, my responsibilities include:- Setting team goals, objectives, and performance metrics.- Providing guidance and mentoring to team members.- Conducting performance reviews and setting development plans.- Identifying and addressing performance issues and resolving conflicts within the team.- Assisting team.

Greater Boston

- Troubleshoot enterprise customer issues live in production and staging environments via screen share sessions.- Educate customers on using our SCM and CI/CD integrations including GitHub, GitLab, Bitbucket, Azure, and Jenkins.- Create plug-and-play labs for Support Engineers via the AWS platform.- In-depth log analysis and troubleshooting via log files.

Burlington, Massachusetts, United States

- Troubleshoot customer issues.- Build strong relationships with clients to champion high-efficiency standards.- Ensure customer satisfaction and retention.- Manage personal Support Case queue in Salesforce.- Work in Jira as the internal, development ticketing system.- Troubleshoot products in virtual environments, including VMWare and Hyper-V.- Case.