Marcel Sokolovsky Email & Phone Number

Ribeirao Preto, Sp, Br

São Paulo, Brazil

RESPONSIBILITIES: - Onboard new clients and collect asset data. - Capture client business requirements and ensure a successful, timely configuration of client portal.- Train clients on the platform and work with clients to identify and troubleshoot issues or challenges with client platform usage. - Act as a liaison between internal teams to ensure customer needs are being met, coordinating amongst Sales, Product and Engineering teams. - Identify risks and drive maximum product value for clients. - Analyze and monitor client data to realize insights and optimizations and communicate those findings to the client. - Work with internal stakeholders to support and drive successful renewals.- Proactively manage client relationship; meet with clients on a regular basis to obtain feedback on our product, identify opportunities for improvements, assess utilization, build plans for maximum optimization and ensure Cymulate is meeting business and security goals and objectives.- Develop and maintain a deep understanding of client needs and drivers and align Cymulate’s technology to support those needs.

São Paulo, Brazil

Assess crucial customer challenges and themes, taking ownership to educate and influence internal and external teams, and lead towards resolution.Work with Support Leadership, Product Management, and Development teams to ensure that the customer voice is heard. Work with key strategic customers and partner experts, to coordinate and drive the resolution of critical issues.Provide timely and accurate updates to customers and the organization leadership regarding active critical issues, as well as meaningful details on the status of the customer relationship with senior management.Key functions:- Lead communication efforts on high-impact customer issues and concerns. - Prioritize, coordinate and spark follow-up actions within the the organization team. - Demonstrate ownership through regular meeting cadence & communications with internal and customer contacts, managing customer expectations on status and timelines.- Emphasize the priority and urgency of issues into the product teams for key fixes. - Promote the right outcome through resolving the customer's critical situations via effective partnership within all facets of the organization and elsewhere as the need arises. - Develop and maintain a prioritized Issue List and Action Plan to handle concerns and drive resolution across multiple teams, including executive engagement as required. - Share insight and reporting on all blocking issues, evaluating escalation performance metrics. - Own the responsibility for messaging, follow-up, and outcomes to our biggest influencers within the organization. - Develop and communicate periodic reports on status of escalations and next steps.

São Paulo, Brazil

- Interact with the largest and most sophisticated customers to solve their problems, digging into complex issues involving code error diagnosis, validation and root cause analysis- Perform triage, debugging and troubleshooting across one-to-many Atlasssian products;- Troubleshoot Java applications, web servers, web applications or middleware technologies, systems and/or software in general, network technologies and Linux, Unix, or Windows environments;- Participate in the growth of support capabilities, capacity, and quality for the customers;- Lead and participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details;- Creation and curation of knowledge-base articles and documentation to help customers self serve.

Remote

-Work closely with Project Manager in successfully delivering projects-Identify engagement-related problems and solve the issues in a proactive manner-Single point of contact for business critical customers to troubleshoot and resolve technical issues-Work with Dev/Engineering and Product Managers to expedite issues requiring source code changes-Available in a 24x7 basis for specific named accounts-Provide best practices and recommendations to achieve high performance in product utilization-Review Installation/Upgrade Plans-Provide Upgrade/Deployment Assistance-Provide Configuration/Environmental Reviews-Deliver Workshops and Strategic Discussions-Perform Disaster Recovery Tests to Cloud or on-premises-Technical Expertise in Veritas portfolio: NetBackup and Appliances, InfoScale, Resiliency Platform, CloudPoint, Access Appliance, APTARE IT Analytics, EnterpriseVault and BackupExec

São Paulo Area, Brazil

Focused on working with all strategic Telco customers, a set assigned accounts and/or territory, Portfolio SE and Sales to obtain closure and manage technical risk on new business.RESPONSIBILITIES:- Map Veritas' offerings against customer needs and identify new opportunities within the territory/customers.- Provides a level of technical expertise and technical closure for a specific solution within assigned accounts and/or territories.- Maintain product/solution expertise of market trends in aligned technology including detailed understanding of the competition.- Be able to present the Veritas' technical vision to all levels across the customer internally and externally- Own the delivery of technical briefings for solutions and/or products for external and internal customers/partners including proof of concepts and demonstrations when required.- Maintain key relationships/contacts within the Sales, Support and Services customers and partners.

São Paulo Area, Brazil

Consultor - Veritas Consulting Services- Atua na estabilização do ambiente NetBackup e/ou InfoScale- Realiza acessos semanais proativos - Atendimento a incidentes no ambiente Netbackup e/ou InfoScale- Planejamento de Upgrade do ambiente Netbackup e/ou InfoScale- Acesso direto ao Suporte Avançado da Veritas para tratar incidentes abertos- Realiza o acompanhamento do crescimento do ambiente- Recomendação de melhores práticas- Implantação de Projetos de NetBackup e/ou InfoScaleService Delivery Manager - Veritas Consulting Services- Ponto focal de contato para o cliente- Planeja melhorias no ambiente em conjunto com Especialistas- Escalonamento de chamados na Engenharia da Veritas- Responsável pela qualidade dos Serviço da Consultoria- Apoia o Especialista NetBackup e/ou InfoScale em todas as demandas de Serviços- Planejamento de atividades consultivas junto ao time do cliente

São Paulo Area, Brazil

• To provide Proactive Remote Support Services.Subscribe to assigned Premium Support customer cases and team with the assigned Customer Success Manager (BCAM) to determine engagement level to help expedite the resolution of the case.To promptly and effectively provide the Customer Success Manager (BCAM) organization with the highest level of technical advice and information.• Attend Regularly Scheduled Customer Onsite Visits to build and maintain relationships with the technical people and establish themselves as subject matter experts and trusted advisors.• Attend Regularly Scheduled Meetings and Conference Calls to ensure that the Customer Success Manager (BCAM), Technical Account Manager and any other appropriate resources are aware of all the issues affecting the customer and working as a team to ensure and deliver resolution.• Availability and responsiveness: • Be available 24 x 7 x 365 to provide Premium Support customers with continual access to Technical Account Manager services whether directly (onsite support) or indirectly (remote support).• Be familiar with their assigned customers’ Account Plans and contribute to them.• Maintain Product Expertise:Attain Product Certification and other Industry Certifications.Assist in Product Testing Cycle (Beta & Quality Assurance Testing).• Develop Reference Material to increase the knowledge of the group globally and to leverage our documentation for the benefit of our group, Customer Success Managers (BCAMs), and customers.• Provide Premium Support customers with a summary of a newly released Technical Alerts• Provide onsite reactive support for Business Critical Services (Premium Support) customers.• Review Installation/Upgrade Plans• Provide Upgrade/Deployment Assistance.• Provide Configuration/Environmental Reviews.• Provide Transfers of Information/Workshops/Strategic Discussions on Products, Features or Processes.• Perform Risk Assessment• Provide Disaster Recovery Testing Support Assistance.

São Paulo Area, Brazil

Acting as a Senior Technical Account Manager/Service Delivery Manager for the largest enterprise customers in BrazilEscalation management • Proactively monitor technical support cases and ensure they are being serviced appropriately within predefined service level goals. • Act as advocate for Veritas to the customer and the customer to Veritas. • Coordinate additional technical resources to assist driving resolution through technical support, engineering, and product management• Manage and own escalations• Communicate to both technical and management/executive levels in the customer and internally. • Effectively communicate status of escalations to all stakeholders Customer Relationship• Build strong relationships with all levels of customer and 3rd party vendors.• Understand and articulate a customer’s business and the impact Veritas solutions have on that business• Manage customer expectations in a dynamic high pressure environment. • Generate appropriate value reporting and present to customers. • Flexibly available 24x7 to customers during high priority outages. • Maintain the highest degree of customer satisfaction though delivery of high quality valued services. Service Delivery • Facilitate proactive service delivery to customers. • Proactive alert and periodic reporting. • Support Account Planning. • Liaise with internal stakeholders including sales regarding status of the customer, renewal risk and other general account issues.• Understand and represent the immediate and consequential value of Business Critical Services.

São Paulo - Sp - Brazil

Acting as a Senior Technical Account Manager/Service Delivery Manager for the largest enterprise customers in BrazilEscalation management • Proactively monitor technical support cases and ensure they are being serviced appropriately within predefined service level goals. • Act as advocate for Symantec to the customer and the customer to Symantec. • Coordinate additional technical resources to assist driving resolution through technical support, engineering, and product management• Manage and own escalations• Communicate to both technical and management/executive levels in the customer and internally. • Effectively communicate status of escalations to all stakeholders Customer Relationship• Build strong relationships with all levels of customer and 3rd party vendors.• Understand and articulate a customer’s business and the impact Symantec solutions have on that business• Manage customer expectations in a dynamic high pressure environment. • Generate appropriate value reporting and present to customers. • Flexibly available 24x7 to customers during high priority outages. • Maintain the highest degree of customer satisfaction though delivery of high quality valued services. Service Delivery • Facilitate proactive service delivery to customers. • Proactive alert and periodic reporting. • Support Account Planning. • Liaise with internal stakeholders including sales regarding status of the customer, renewal risk and other general account issues.• Understand and represent the immediate and consequential value of Business Critical Services.

São Paulo Area, Brazil

• Acting as a dedicated Technical Account Manager for largest Telco in Brazil – Telefônica | Vivo• Understand and articulate a customer’s business and the impact SYMANTEC solutions have on that business • Proactively manage the relationships with other SYMANTEC service organizations that touch your assigned accounts. • Develop strong relationships with internal personnel in all functional areas of SYMANTEC • Proactively resolve technical support and product issues through technical support, engineering, and product management • Understand and communicate updates on open issues • Engage and manage resources when fly to site is necessary • Proactively introduce cross services to customers to ensure optimal SYMANTEC services penetration and anticipate preventative opportunities • Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts • Understand and represent the immediate and consequential value of Business Critical Services • Provide accurate and timely reporting to meet both internal and customer requirements • A single point of contact, available 24x7 on-call for each account.

• Consultant for the Availability and Security departments• Active role in pre-sales, technical support, delivery and consulting services on Symantec solutions• 24x7 technical support for selected customers• Main Projects:Managing Symantec’s Site License Contract at Vivo(Large Telecom):Focal point for Symantec products (on-call 24x7)Responsible for all support activities on a daily basisCase support managementTraining courses managementNew projects involvementProduct capacity planing and performanceEngaged in Symantec’s TSPP: Technical Support Partner Program

Interfile Gestão De Documentos E Processos

• Consultant for the IT Governance Project.• Responsible for the Infrastructure, Network, Security, Monitoring and Service Desk teams• Plan, organize and schedule all activities related to each team to guarantee the fulfilment of all the activities defined on the project.• Review the status of problems or risks during the execution of the activities on the project.• Prioritize unsolved problems and determine the best solution.• Register modifications and new solicitations which affect the production planning and control.• Attend status meetings with the Project Manager and the Project Director.

• Responsible for Technical Pre-sales support for Sales Representatives with 200 Named Accounts.• Recognize new business opportunities in the accounts, helping to generate and maintain a revenue pipeline.• Work with the sales team in a pre-sales role to develop and position solutions involving Symantec's products.• Confirm that Symantec's products meet the prospect's requirements and assist sales in technical qualification.• Articulate and demonstrate Symantec solutions, influence customer's technical requirements, and position products relative to competition.• Deliver strategic, tactical and technical demonstrations to customers and partners.• Present “chalk talks” or informal technology/product discussions.• Act as a Trusted Adviser to potential clients and a technical resource for both prospects and internal staff.• Team with sales to complete RFP’s .• Prepare for sales calls, researching the customer company and technology as well as planning presentations and approach with the account sales rep.

• Deliver VERITAS products training to Symantec’s sales staff.• Deliver VERITAS products training to Symantec’s partners.• Deliver strategic, tactical and technical demonstrations to customers and partners.• Implement and manage product evaluations, including installation, informal customer training, and first-line technical support.• Go on sales calls and meet with clients to determine requirements and solutions.• Team with sales to complete RFP’s • Provide support to sales reps, including informal training as needed.• Prepare for sales calls, researching the customer company and technology as well as planning presentations and approach with the account sales rep.• Led courses as an instructor for Symantec Education’s Backup Exec Suite Technical Trainings.

• Deliver strategic and technical demonstrations to customers and partners.• Implement and manage product evaluations, including installation, informal customer training, and first-line technical support.• Go on sales calls and meet with clients to determine requirements and solutions• Respond to internal and external requests for information / questions through voicemail, e-mail, phone, and in-person.

Systems and Network Admin., Backup Admin., Database Administrator (MS SQL), Software/Hardware Help-Desk, Web Development (IIS, HTML, CSS, JavaScript and VB Script), Telecom/Videoconference/Streaming support, day-to-day responsibility for Security and IS&T.

Master Of Business Administration (Mba), Business Administration And Management, General

FGV in Company - Turma Symantec-2

Marketing

Business Management and Technology Innovation

Bachelor, It

Activities and Societies: IT course coach, group representative Information Systems Management

High School