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. • Create a knowledge centred support (KCS) knowledge-base • Training provided by Coveo • Creation of documentation • Planning and implementation for Migration to KCS focused knowledge base • Senior KCS coach for all of Aurea Enterprise • Create detailed training documentation for the integration of internal business units within Jive Software. • low and high level to integrate frontline and backline engineers. • Create run books for Beta testing, Coaching and Smoke testing. • Beta test new product releases • Smoke test migrations and maintenance by operations.• Qualitative analysis of weekly trends within support • Delivery of coaching and creation of knowledge-based upon these trends.

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