Leadership and management of CoSo Cloud's CSM team that owns the post-sales customer relationship and experience. The CoSo Customer Success team provides the following:-Onboarding-Strategic account planning and solution strategy-Account usage and data analysis around adoption-Support organization assistance and enablement-Pre and post-production support for key high-impact sessions-Quarterly customer business reviews-Best practices for specific customer use cases-Training and adoption support for administrators and users-Define and implement custom solutions and help with subscriptions services integration-Plan and prepare for upgrades------CoSo Cloud, LLC has been the premier managed services provider for enterprises and large government agencies with distributed work forces that require the highest levels of security and reliability in their high-consequence virtual training, web meetings, and eLearning engagements. CoSo “Completes the Solution” for Adobe Connect virtual training and Captivate Prime eLearning systems by providing a Secure Private Cloud, highly engaging software application extensions, and custom professional services for customers worldwide.

Responsible for post-sales relationship and success of assigned Enterprise Commercial and Federal customers.

Managed program portfolio across four key market research product platforms with responsibilities including planning, project initiation and management, business requirements analysis and functional specification development, resource allocation, technical road maps, communication of project health, PMO governance, and process improvements. Programs delivered Java and SQL server based data collection, warehousing, ETL, and production tools. Also delivered BI solutions through Cognos, Microstrategy and Java to deliver timely and high quality market information to the Telecom industry.

Responsible for all operational aspects for 3 data collection and reporting platforms which included data acquisition, data processing, report generation, data quality, financial planning, and resource management. Managed day-to-day activities of a team of 15 including offshore resources in India.

Managed Hosted Operations Support personnel and related projects for the Critical Path hosted (Saas) messaging platform which included managing the email Spam group responsible for tracking and responding to email abuse activities, customer website branding customization, customer implementation, and application monitoring development.

Managed 24X7 group responsible for monitoring, identifying, and escalating production issues and maintain customer Service Level Agreements for up time and issue response on hosted messaging platform (SaaS).

Responsible for resolving customer technical issues, escalations to operations, custom directory synchronizations, and documentation upkeep for email messaging gateway systems.