Mark Percox Email & Phone Number

London, Gb

London, England, Gb

Vancouver, Washington, Us

Leading our UK/EMEA Customer Success team for Zoominfo focused on delivering exceptional customer experiences every time, driving key product adoption as well a systematic and segmented engagement approach

Menlo Park, Ca, Us

- Designing a global engagement program which segments how we interact with customers and partners around the world, providing them the right information, using the right medium at the right time- Creation of new artefacts such as playbooks to programmatically guide our global CSM team during conversations with customers- Empower a team of Customer Success Managers to execute 1:Many scalable engagement activities to support our customers in the full adoption of the platform- Elevating the voice of our customers and providers through mediums such as advisory board and discussion groups to facilitate conversation and feedback- Partner first approach to enable our partners customer success practice as we collaborate on a customers' journey together - Responsible for the customer success delivery of our global Mid-Market base

Menlo Park, Ca, Us

- Drive adoption campaigns leveraging data insights and customer discovery to truly help our existing customer base get the most out of the platform they purchase- Building content strategies to support our customer base in being more self-service driven, providing them with the right content at the right time- Designing a scalable customer engagement model which takes into account an entire customers journey, helping to provide the right level of engagement, content, material and support at the right time- Elevating the voice of our customers and providers through mediums such as advisory board and discussion groups to facilitate conversation and feedback- Overseeing a team of individuals within an EMEA-wide customer segment focused on driving adoption and helping to resolve risk early- Responsible for the ownership and growth of our existing customer base

Menlo Park, Ca, Us

Focusing on Customer Retention, Revenue Maximisation and Referenced Accounts, the Partner Success Manager is responsible for driving Partner success at a strategic level to not only drive end-customer success through successful boarding and product adoption, but to also help realize the value of the services and products that they consume today. Driving success needs to be at the heart of any Customer, Partner or Organization using SaaS as their offering of choice. Only with this in mind can bare fruit to the return of investment which has been made.

Menlo Park, Ca, Us

As an account main source of contact, key responsibilities are focused on driving and streamlining conversations, in addition to ensuring alignment across customer departments, and internally across the many different functional areas of the Genesys organization.As the primary customer advisor, it is my role to ensure all of my customers continue to adopt, use and improve the current service offerings that they have available to them. As the Technical Account Manager, I am responsible for maintaining a solid understanding of the entire product suite, processes and ensuring customer roadmapping improvements are linked with the ongoing Genesys business goals and operations.Day-to-day responsibilities include:Advising each of my customers on their technical solution and advocates on behalf of the customer within GenesysCo-ordinates each of the cross functional teams within the organization, acting as a key voice for the customerDelivering key communication at all times, and setting high expectations both internally and with my customers to ensure continued service improvements are followedManage regular on-site and remote reviews with each customer, feeding back into the Genesys organization when improvements, changes or initiatives can assist in driving our customers forward

Menlo Park, Ca, Us

Indianapolis, Indiana, Us

Responsible and accountable for key strategic accounts forming all aspects of Service Delivery within the Europe, Middle East and Asia (EMEA) division. Responsibilities include Service Level Management (SLA's), Service Credit Ownership, Management of Customer projects and programs, Continued Client Satisfaction, Case and Problem Management, Escalation Management, Change Management and more.Key Skills that I continue to develop within this position include the ability to equally adept at people whilst being able to provide a technical operation management level which allows my customers to build a relationship with a true customer adviser.

Indianapolis, Indiana, Us

Responsible for individual and customer wide Escalations.Leading the EMEA hosted support team from a technical level to help train, understand and give guidance on varied level of issues spanning several different software product skills.

Indianapolis, Indiana, Us

Support of the CIC Architecture.VoIP Technology Experience, including: SIP, RTP Streams, ACD, IVR, DNIS, ANI, Media Servers, Terminal Services, Telecommunication understanding, Business Automation and Call Centre SoftwareAll lines of support and interaction types are used within this job. Customer contact and the ability to adapt are just some of the principle skills needed here.

Stafford, Staffordshire, Gb

Install Cisco equipment including SwitchesTroubleshooted common VLAN issues (voice and data ports)Installed Cisco VoIP Telephony DevicesTrained for the Cisco Voice program

This part time job involved setting up their complete network infrastructure. This included cabling up the router and the switch to the computers. I now monitor this network on a regular basis. I also help out the staff with different issues they have with the computers.This job has helped boost my technical skills with setting up a network whilst also helping me to maintain a healthy relationship with experienced HR staff.

As part of of the IT Technician role at Erasmus Darwin Academy, daily activies will consist of first line support, server administration and general maintenance of all IT Services within the building.RM provide all IT Services to the academy.As the schools technician, my main job was to assist both staff and students with any IT difficulties they had. Just some of the basic day to day work consisted of troubleshooting over 450 desktop computers, 200 laptops, and 11 servers between me and the Network Support Officer.Other roles within the job included: Network diagnostics, maintaining Securus filter logs, community assistance for IT Beginner Courses and XP / Windows troubleshooting. The experience earned over-time has helped me gain confidence with challenging issues that required a rapid and structured approach to analysing and then fixing day to day issues.My communicative skills have also been vastly improved since taking on this job with the help of the community work and staff/students. Been able to communicate with the students to diagnose problems is not always easy, yet proved to be very important in helping me to diagnose problems. The community work also proved successful as explaining to them how certain parts of the internet (including e-mail and search engines) required a methodological approach in helping them to understand it easily.