Michael G. Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• CSM to a large portfolio of accounts with a high annual revenue across all industries
• Work directly with the Director and VP of Customer Success to optimize the Customer Success program for our key business segments and initiatives.
• Streamline reporting – Created success plans (monthly and quarterly) as well as tactical meeting templates.
• Ensure customers gain the full value of their investment from our organization throughout their support cycle.

Remote

• Working to bridge the gap between customer experience and emerging SAAS technologies.
• Debugging the most difficult defects seen within our application.
• Continuing with the tasks listed below within my previous role
• Working directly with executive-level members of our organization to continue delivering a high level of customer support satisfaction.

Remote

• Jive Software is a provider of communication and collaboration solutions for business
• Supporting/Planning migrations to cloud platforms.
• Troubleshooting and debugging issues within Jive
• Jive is a Java-based web-application localized and within the cloud
• Analyze Jive application logging/Databases to identify defects within the product
• Report defects and work directly with engineering to supply a fix pack to the customer and or patch core code.

Toronto, Canada Area

• Collaboration with a variety of network vendors/providers to debug unique technical issues.
• Flexible learning new technologies based upon the end-users needs.
• Create live testing environments within our physical and virtual labs
• Create documentation and runbooks for our KCS focused knowledge Base
• Host training and demo sessions for potential customers and new users.
• Created weekly public communications

Toronto, Canada Area

• Provided excellent customer service to ensure client satisfaction
• Excellent time management skills developed by managing customers with a large volume of preparation tasks to ensure product availability
• Used in the moment problem solving to resolve customer complaints