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.
• 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.
• 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

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.

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.

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.