Max J. Krol Email & Phone Number

New York City Metropolitan Area

• Manage customer success for SaaS company’s top four accounts, providing hands-on relationship management for c-level contacts & multiple functional teams
• Project manage custom projects in alignment with clients’ change management processes
• Identify opportunities to maximize product usage by directing technical support teams to implement solutions customized to each customer’s needs
• Proactively identify issues & identify optimal solutions
• Oversee internal teams who address issues impacting clients’ hardware, software, & network performance
• Ensure compliance with Service Level Agreements

Greater New York City Area

• Recruited to address start-up’s rapid growth by managing operations to define & then build key processes that enabled Company to scale
• Devised payment platform to standardize accounts receivable process for vendor invoices

Greater New York City Area

• Served as primary point of contact for operational systems for Coach North America’s hundreds of retail stores
• Coordinated between store staff & corporate IT to resolve issues related to shipping, customer service, & point-of-sale software
• Revised software user manual & trained staff on new software prior to launch
• Tested systematic enhancements & implementations
• Monitored helpdesk logs to identify common issues & trends for evaluation

New York, New York

• Oversee the functioning of store POS systems and ensure its competency.
• Responsible for any POS related issues, including working with store operations to resolve issues in a timely manner.
• Track open support tickets to ensure that POS systems are up to date and running properly, including the replacement of defective equipment at store level.
• Maintain above average knowledge of Mobile POS systems including setup and maintenance.
• Perform full cashier duties and related functions.
• Perform regular and more complex sales transactions involving cash, credit, checks, etc., with knowledge of current promotions, merchandise features, and store inventory.

Short Hills, NJ

• Maintained above average knowledge of past and present product lines.
• Performed all sales functions with respect to past and present product lines, including educating customers about the product as well as responding to questions regarding installation and use.
• Maintained above average POS knowledge.
• Led the training of a POS team responsible for accurately closing tills and registers.
• Maintained and coordinated in-store technology (POS systems and equipment, mobile devices, store computers and networks).
• Maintained facility maintenance (involved knowledge of ServiceChannel, coordinating with contractors and vendors, working with corporate preservation team, and working with management to schedule repairs and.