Melissa Civick Email & Phone Number

Denver, Co, Us

Madison, Wisconsin, Us

• Successfully led project activities, resulting in a 95% client satisfaction rate.• Executed project change orders to ensure scope and objectives are documented, completed, and billed.• Worked internally to optimize processes and provide team training on new or changing processes.• Facilitated client projects with monthly recurring revenues reaching up to $1 million, ensuring tailored solutions that drive growth and success.• Played a key role in achieving company NPS scores exceeding 60 by effectively managing projects and enhancing customer satisfaction.• Expertly orchestrated migration projects for numerous clients, seamlessly transitioning them from one platform to another with precision and efficiency.• Collaborated with existing and new clients as well as a project team comprised of Advanced Solutions and Professional Services engineers, solutions architects, and sales team members to onboard managed services for their IT environment.• Delivered services including remote services, data center colocation and support, cloud services (OneNeck Cloud and Azure), server and application support, and collaboration equipment.• Collaborated with internal and external stakeholders to build and continuously update project plans outlining scope, objectives, timelines, milestones, resources, and deliverables.• Coordinated resources to ensure project deliverables and objectives were met to the project schedule.• Communicated with project resources and additional stakeholders according to scope of project management to ensure project objectives were met.• Provided regular updates on projects as well as hosted regular status meetings internally and externally.• Worked internally and externally to remove project barriers.• Completed and managed time entries and time approvals for each project.

Madison, Wisconsin, Us

• Monitored and managed new and existing IT managed services clients along with a team comprised of operations engineers, solution architects, sales team members, and the project management team to manage the health of our client accounts and their IT infrastructure.• Communicated and managed service delivery problems, complaints, and critical incidents, Post-Implementation Reviews, Post-Incident Reports, tickets and changes, compliance, billing, and overall customer satisfaction and status with the customer and internal teams.• Maintained and improved customer satisfaction, configuration items, escalation and customer contact information, as well as contract information.• Identified, participated in, and escalated opportunities for service delivery improvements and optimization, customer concerns, Service Level Agreement breaches, system performance issues, and customer specific risk reports.

Madison, Wisconsin, Us

• Managed and maintained small existing customer accounts.• Developed strategic sales pursuit plans for new targeted accounts.• Responded to incoming Requests for Price, account questions, and account service additions.• Maintained sales Customer Relationship Management database of prospective clients.• Remained current on industry trends, along with new products and services. • Served as the main point of contact between clients and the business.• Performed prospecting functions for hosted and managed services using OppSource, RainKing, LinkedIn lists, and researching companies.• Maintained and expanded database of prospects within assigned territory.• Used IMPAX sales process to pitch to prospects based on customer research.• Worked with prospective clients to understand their business needs and requirements.• Routed qualified opportunities to the outside sales team for marketing, development, and closure.

Austin, Texas, Us

• Acted as a key account manager and support specialist for 35 individual accounts valued up to 5 million dollars each.• Provided accurate forecasting each quarter.• Made outbound calls to accounts to maintain customer relations and address any customer service issues or billing concerns.• Managed customers individual support contracts to remain compliant with previous agreements.• Worked with auditing team to ensure compliance with accounts software licensing agreements.• Upsold customers on various support options when appropriate.

Englewood, Co, Us

• Assisted customers with various technical issues with their home entertainment systems.• Resolved customer billing issues and answered billing questions.• Upsold customers on various cable packages and equipment when appropriate.