Mark Aldridge Email & Phone Number

Burlington, On, Ca

Toronto, Ontario, Canada

Burlington, Ontario, Canada

Toronto, Canada Area

Reporting to the Director, Customer Success, main point of contact for assigned Managed Service clients from an overall service management perspective, including problem escalation. Responsible for service deliverables, customer satisfaction, service level reporting, service growth, contract renewals, and continuous improvement• Responsible for meeting SLA targets and timely resolution of customer escalations• Day to day management of service deliverables post sales, and main point… Show more Reporting to the Director, Customer Success, main point of contact for assigned Managed Service clients from an overall service management perspective, including problem escalation. Responsible for service deliverables, customer satisfaction, service level reporting, service growth, contract renewals, and continuous improvement• Responsible for meeting SLA targets and timely resolution of customer escalations• Day to day management of service deliverables post sales, and main point of contact from a service delivery perspective• Accountable for managing customer satisfaction and deliverable execution leveraging IT operations center with over 100 engineers• Established regular service management reviews with each customer on a monthly and quarterly basis to review and identify chronic issues, operational improvement, and thought leadership sessions• Provided customized reports, preventative maintenance co-ordination, lifecycle support planning and code reviews• Work closely with the Account team through the renewal process helping to consolidate inventory, present any sales opportunities with the objective of retaining and expanding the client base Show less

Reporting to the Director of Global Service Delivery, accountable for providing dedicated liaison between Avaya and the end customer to improve customer satisfaction and meet service level agreements. Responsible for service escalations and accountable for the end-to-end client experience.- Ensured the timely resolution of escalations and break/fix incidents to meet stretch SLA targets - Established monthly stewardship reports based on open/closed ticket activity and reviewed quarterly… Show more Reporting to the Director of Global Service Delivery, accountable for providing dedicated liaison between Avaya and the end customer to improve customer satisfaction and meet service level agreements. Responsible for service escalations and accountable for the end-to-end client experience.- Ensured the timely resolution of escalations and break/fix incidents to meet stretch SLA targets - Established monthly stewardship reports based on open/closed ticket activity and reviewed quarterly executive summary reports resulting in identifying trends of reoccurring issues- Met with clients on a regular basis to review performance of their systems holistically and review/solve day to day issues via an action register- Supported clients across all Avaya products and services as well as multi-vendor products - Provided customized reports, preventative maintenance co-ordination, lifecycle support planning, software release assistance, and product correction notice implementation support Show less

Reporting to the Senior Executive provided leadership of the maintenance services portfolio to North American Premium Accounts focused on maintenance contract renewals and sales enablement. - Created and administered local learning sessions to increase service portfolio understanding and awareness within Avaya Sales teams- Managed the renewal of annuity sales contracts related to services and met targets of over $30M/year- Generated weekly dashboard metrics reports for sales and… Show more Reporting to the Senior Executive provided leadership of the maintenance services portfolio to North American Premium Accounts focused on maintenance contract renewals and sales enablement. - Created and administered local learning sessions to increase service portfolio understanding and awareness within Avaya Sales teams- Managed the renewal of annuity sales contracts related to services and met targets of over $30M/year- Generated weekly dashboard metrics reports for sales and services leaders to enable effective monitoring and management of business performance- Reported back to sales leaders on success, overdue renewals, and pending opportunities to assist in achievement of sales targets- Helped to improve the install base retention rates by securing renewals on time and in quarter year over year Show less

Reporting to the Senior Manager, provided overlay sales support of the Enterprise Support Services portfolio focused on service renewals and sales enablement. Accountable for the North American Enterprise Support Services quota of $200 Million.- Ensured annual revenue target achievement through maintenance renewals and new business- Provided sales support via presentations, proposals, and marketing materials- Effectively trained new Services Sales Overlay team members on the… Show more Reporting to the Senior Manager, provided overlay sales support of the Enterprise Support Services portfolio focused on service renewals and sales enablement. Accountable for the North American Enterprise Support Services quota of $200 Million.- Ensured annual revenue target achievement through maintenance renewals and new business- Provided sales support via presentations, proposals, and marketing materials- Effectively trained new Services Sales Overlay team members on the Enterprise Support Services portfolio- Managed Extension and Discount Process with Special Bids team to ensure service continuity and business profitability Show less