Laurenashley Rodriguez Email & Phone Number

Austin, Texas Area

As an Enterprise Customer Success Manager, I support several Enterprise level customers and guide them through service offerings offered by ClearDATA. I help them understand the value we provide when using AWS, Azure and/or GCP for their cloud needs while remaining compliant for their business requirements. Additionally, I help establish new processes and features that improve the overall customer experience and drive scalability within our support business.

San Antonio, Texas Area

Served as manager of a team of engineers & service delivery managers supporting enterprise level customers in our Strategic segment. Built and maintained relationships with clients totaling over $3M MRR. Served as a point of escalation for both team members as well as customers and functioned as an Incident Manager. Took on projects designed to improve functionality of my team and overall customer experience across several segments in the company. Collaborated with business units across Rackspace to ensure our customers are supported with new projects, initiatives and escalations. Additionally, managed my team through ongoing career coaching, goal setting and performance management.

Managed Enterprise level customer within our Strategic accounts segment. Worked with a team dedicated to ensuring our customer receives the Fanatical Experience day in and day out. Developed new processes and ideas to help the business scale to support larger, more complex customers while managing day to day functions and improving customer experience across all support segments.

As a Senior Account Manager in the Rackspace Strategic business segment, I focused on managing some of Rackspace's largest and most complex customers. I ensure customer experience and interactions are in line with our Fanatical Support promise and align this with our customers expectations. I also work to understand the strategic direction of our customers business and how Rackspace can partner with them to advocate growth in future landscapes. Internally, I champion for our customers by identifying gaps in our product offerings and paving the way for new processes and offerings.

Managed one of Rackspace's largest customers and partnered with their internal teams to tailor fit our support to their needs. Consistently identified opportunities to improve service delivery for our support teams across the business and developed new methods and processes to make our teams more efficient. Part of my role was to understand complex reporting methods and deliver these reports to our customer in addition to handling typical day to day items.

Served as an international and freight product specialist for my assigned regional team consisting of about 30 members. My duties included understanding the gaps of knowledge within our team and closing those gaps so our region can meet our sales goals. Part of this task was developing new, creative methods of driving international and freight product sales as well as motivating team members to continue to develop their product knowledge so they are successful leaders for the future.

As an Inside Sales Representative, I identified and gained new business from both existing customers and new prospects. I was chosen to lead several training webinars for new Account Executives granting them insight into the world of Inside Sales. Part of our role was working extremely closely with our counterparts in the field, so this helped lessen miscommunication and misunderstanding between both sales resources.

San Antonio, Texas Area

Developed new, innovative ideas to attract entry point consumers to our product and brand. Also trained new employees in product knowledge and brand identity. Responsible for scheduling, brand mission plans as well as distributing the current brand message to the team. Additionally, I evaluated processes currently in place and identified ways to be more effective in day to day activities as well as overall performance.