Mark Lewis Email & Phone Number

As a Technical Account Manager I am a trusted advisor for our most strategic customers; leading technical engagements and owning business critical support and expansion programs to help clients obtain the most value out of our product offerings. This entails working cross-functionally to enable both technical and non-technical teams to improve efficiency.

Salt Lake County, Utah, United States

• As a Senior Director, I led a global team in the implementation, maintenance, administration and on-going troubleshooting of a complex SaaS solution for a vast customer base of world-class companies. Some key.
• The design and integration of a new JIRA and SFDC scorecard that improved the operational efficiency, ability to visualize and track data - enabling data-driven organizational changes, necessary staffing levels and.
• I headed an audit of recent client services metrics that helped me build a Tech Success team in Australia who served as key supports in a company acquisition in APAC; I created a remote team that met global objectives.
• I broke down regional silos from multiple company acquisitions which were causing vast inefficiencies and disparate quality of client deliverables. I headed the alignment and globalization of the Tech Success team.
• I took on a year-long initiative to migrate a live-client data process from an old software tool that needed to be depreciated to save costs; the migration of 1,800+ live data process was completed with zero client.
• I reengineered five different client feedback survey mechanisms; creating reporting solutions that streamlined the ability to leverage data to gauge client satisfaction, identify strengths and deficiencies in product.

Utah, United States

• I led the development, coordination and management of functions and services of the Public Safety & Risk Management Department; including operational policies, procedures and methods. Some key achievements include:
• I played a key role in the development and modifying of procedures to meet regulatory, institutional and community needs.
• I launched an effective strategy that mitigated security risks and safeguarded the public against crime, theft, violence, fraud and personal injury.

United States

• As a Regional Account Leader I held a strong focus on new business development and growing existing customers in risk management and safety programs for client properties in WA, UT, ID, and WY. Some key achievements.
• Exposing program deficiencies by conducting in-depth audits, I then crafted program improvement strategies that boosted customer satisfaction and preserved loyalty with notably difficult clients.
• By cross-collaborating with local district managers, business development managers and stakeholders I was able to advance improvement initiatives in the quality of client deliverables, contract fulfillment and securing.

Philosophy

Criminal Justice/Police Science