Michael Techico Email & Phone Number

• Educates partners on N-Able capability and best practices to simplify adoption.• Provide detailed account walkthroughs and assist new and existing partners with implementation• Increase product adoption by ensuring partners are using N-able best practices and leveraging N-able support resources.• Partner with customers to create and implement Customer Success Plans, establish trusted advisor relationships with key executive sponsors to align with their business goals; develop a consultative relationship to learn and understand their key initiatives. Maintain regular contact with assigned accounts.• Drive awareness of the N-able suite of product offerings and identify new opportunities in collaboration with the sales team. Define adoption and expansion strategies in collaboration with other team members. Own the business review process, and account health check.• Proactively identify opportunities to increase customer value and/or resolve potential customer retention issues by acting as a customer advocate.

• Troubleshoot issues on production RIS and PACS radiology systems which utilize some of the following technologies: proprietary Change Healthcare software, Local & Wide Area Networks, Windows Servers and workstations, Enterprise-class hardware & storage systems, and Oracle databases• Liaison with internal teams within Support as required to deliver on customer requests• Perform scheduled preventative maintenance and systems administration functions at customer facilities

• Onboard and provide technical implementation for customers assigned.• Understand the customer's business needs and challenges and how to set up their account to accomplish their goals.• Ensure customers are onboarded successfully and are on track to having a positive experience.• Capture the customer's product feedback and provide that feedback to our internal team.• Troubleshoot and ensure resolution of any issues experienced by the customer.• Work with Sales, Customer Success Managers, Support, Product, and Engineering teams to ensure quick turn around and provide quality service.

• Effectively lead team members who have diverse backgrounds and temperaments, while demonstrating a genuine interest in people, maintaining open lines of communication with the team and being an advocate for Team Members• Monitor team performance by way of goal planning, process adherence, daily KPI reviews.• Coach Team members on their performance on a regular basis, write and deliver annual performance appraisals• Review and communicate daily performance, quality and attendance report.• Develop Consultants by using tactical coaching/ feedback and providing ongoing training• Ensure agent metrics are continuously improved through coaching.• Use expert communication skills to participate in calibration sessions, participate in conference calls, etc.• Driving the Resolution Rate and Quality of Service of the Team.• Prioritize case hygiene and Technical health of the team and the program.• Cascade technical and process-related updates from both client and management• Facilitate team refresher trainings as required by Operations and Quality.• Research, analyze and determine an appropriate course of action in a variety of situations• Schedule and conduct team meetings and provide constant communication on product and policy updates• Provides resolution and real-time floor support to the associates• Provide staff with structured feedback on performance results• Provide weekly/monthly case scrub and Delivers Analysis reports on CPE, Escalations, Non-Sat to Client and/ or Service Delivery.• Updates clients on critical issues where we need assistance• Assists in identifying staff training requirements• Join or lead projects and initiatives including calibration sessions, pre/post-shift meetings, huddle sessions and team-building exercises

• Handled 3 specialized groups for Verizon DSL Consumer account (Level 3, Supervisor Escalations and Outbound team) 28 FTE• Monitor team performance by way of goal planning, process adherence, daily KPI reviews.• Coach Team members on their performance on a regular basis, write and deliver annual performance appraisals• Review and communicate daily performance, quality and attendance report.• Develop Consultants by using tactical coaching/ feedback and providing ongoing training• Ensure agent metrics are continuously improved through coaching.• Cascade technical and process-related updates from both client and management• Directly interacts with vendor specialists and vendor managers in resolving escalated issues• In charge of training newly hired level 3 and sup escalation specialists• Member of the NPS Core Team in analyzing customer satisfaction surveys to determine areas for improvement and developing action plans• Attends client calls on a weekly basis with other vendors in discussing new methods and procedures, account policies and training related concerns