Michael Pistone Email & Phone Number

Boston, Ma, Us

- Lead technical strategy and operational processes to swiftly diagnose and resolve critical customer scenarios.- Own customer engagement programs that address their ongoing technical needs.- Partner with cross-functional organizations to enhance processes for capturing customer issues and delivering customer solutions.- Oversee and manage key departmental initiatives and executive goals.- Develop and manage the Tech Services Program Office (Portfolio Management) responsible for executing internal technical projects and programs.- Take ownership of and operationalize key reporting requirements within Bullhorn Technical Services.

Pittsburgh, Pennsylvania, Us

- Stakeholder Relationship Management for key accounts with strategic direction & roadmap.- Drove CSAT, adoption, growth, & retention through value creation. Created $2m in new business from existing customers in 2023- Ensured best in class Delivery Performance & Excellence via hybrid deployment methodology: waterfall / agile, 4.9/5 star average CSAT rating across all customers- Mitigated Project Risks & Escalations, Resource & Technical Issues- Managed customer deployments for Salesforce Sales Cloud, Service Cloud, Field Service, Manufacturing Cloud, CPQ, and Docusign- Internal Projects: Delivery Manager Performance Metrics Salesforce Dashboards, Stakeholder Alignment Process, Requirements Traceability Matrix

Boston, Ma, Us

- Directing Global Operations for Logistics, Provisioning, and Solution Architecture & Engineering, with 3 manager level direct reports and 20 indirect reports.- Implemented Time Tracking and Work Type Analysis to identify People, Process, and Tool Improvements. Automated 560 work hours per month across services and support in 2020.- Mentoring emerging leaders to drive strategic and operational changes based on analysis and quantification of business impact versus cost and complexity to implement and solve.- Launched Fuze Partner Services with formalized processes, defined tooling roadmap, as well as internal and partner enablement.- Created Salesforce Dashboards with individual performance metrics for each department.

Boston, Ma, Us

- Directed Global Operations for 11 Solution Architects & Solution Engineers.- Delivered best in class custom solutions and integrations enabling sales and customer retention.- Built service deployment optimization tools for provisioning, hub porting, and project management with continuous improvement cycle. - Optimized request and case management processes resulting in a 77% reduction in noise, increased staff productivity, and prioritization of workstack.- Created Salesforce Dashboards based on utilization & work type, created reporting standards one year ahead of peer departments.

Boston, Ma, Us

- Created process mapping from initial sales engagement through transition to support for the entire organization.- Measured, analyzed, and delivered individual and organizational performance metrics, created Operations Dashboard.- Delivered Training and Coaching on Business Process Improvement within and outside of the GTS organization to drive cost reduction, improve customer satisfaction, and optimize internal processes.

Boston, Ma, Us

- Provided management of services to key accounts including case prioritization, weekly, monthly, and quarterly business reviews, incident and escalation management, and service recovery. - Contributed to the creation, branding, pricing, sales collateral and support of the Premier Care Offering.- Executed account recovery on three strategic accounts.

Lowell, Ma, Us

- Led value discovery, strategic roadmap, and product implementation discussions with regard to the full suite of Kronos products and services, including software, hardware, cloud, SaaS, software implementation, and education to key accounts. - Defined professional services scope of work for new implementations, upgrades and services. - Delivered budgetary estimates and statements of work for professional services within the retail and services / distribution verticals.

Burlington, Ma, Us

- Lead pre-sales workshops to identify operational pain points that align to the customer's return on investment and value from the ClickSoftware product line. - Drove business intelligence effort to measure workforce management performance across multiple industries.- Conducted business performance analysis on existing customers including performance measurement on people, process, and tools and presenting documented results at executive levels.

Burlington, Ma, Us

- Created collateral and tools for use during sales engagements as well as internal education of the sales organization.- Conducted PreSales and Post Sales operational business and data analysis for high level targets and existing customers, demonstrating product value through metrics.- Presentation and Delivery of analysis results, return on investment, and core product methodologies as a subject matter expert to potential customers.

Burlington, Ma, Us

- Led Requirements Gathering Workshops and Documentation efforts on four large accounts.- Developed Methodology, Requirements Gathering Documents, and Training Materials.- Conducted Data Analysis for three large accounts, one of which solidified a sales engagement.- Facilitated both Project Manager and Business Analyst roles during a POC engagement.- Delivered webinar and white paper on Service Industry Analytics.

London, Gb

- Delivered reporting packages, performance analysis, and data driven process improvement to Top 100 customers within ITIL environment.- Identified key areas of operational improvement based on analysis of customer ticket data to ultimately deliver 20% increase in customer satisfaction and 75% reduction in outage duration.- Drove automation of base customer report, saving 16 personal work hours per month while increasing report distribution by 78%.- Redesigned customer ticket report increasing report functionality while saving 44 personal work hours per month and increasing report distribution by 25% during a development freeze.

London, Gb

- Managed five Global Service Managers and over twenty F500 accounts.- Designed and launched customer reporting suite, providing Service Managers time to analyze customer metrics instead of creating reports. Suite included performance metrics, user behavior, service levels, issue tracking, quality control, change management, as well as opportunities for education and up selling. - Achieved companywide adoption of reporting suite saving countless work hours, leading to a management initiated transition of role to Business Analyst, Customer Reporting for ongoing product management.- Delivered a 100% customer retention record.- Presented audio conferencing strategies to the CTO at JPMorgan Chase.

London, Gb

- Provided executive level management of services to four F500 customers with two regional reports.- Implemented service recovery efforts and improvement plans for five major F500 customers and delivered a 100% customer retention record.- Presented audio conferencing disaster recovery and redundancy strategies to the CTO at Merrill Lynch. - Led a ten month project for an end to end systems audit for Merrill Lynch Conferencing, ultimately delivering a clear understanding of potential break points, redundancies, best practices, and areas for improvement in process and tools.- Honored as All Star Team Member for 2004/2005 and 2005/2006 for dedication and commitment.- Awarded Employee of the Month January 2004 for recovery efforts of a key account.

London, Gb

- Provided management of services to four F500 customers within startup environment.- Client initiated promotion to Global Service Manager based on professionalism, knowledge, and proactive nature.- Delivered a 100% customer retention record by improving customer relationships through regularly scheduled communications.- Revised operational process to meet customer requirements while driving internal efficiencies and increasing customer satisfaction.

- Delivered executive level support for forty dotcom customers within startup environment.- Designed and implemented support procedures including bid process, service requests, change management, quality control, crisis management, issue mitigation, customer outages, escalations, and report delivery. Documented process and provided staff training. - Built a 24x7 support facility with customer monitoring.- Created reporting and review process to reduce backlog from 150 to 20 incidents.

Havertown, Pennsylvania, Us

- Managed sixteen field engineers, servicing over one hundred computer hardware clients.- Applied (pre-training) Six Sigma logic and revised ticket distribution process to reduce ticket backlog from 1 month to 1 day, even under applied staff reductions.n

Us

- Provided dispatch support for over one hundred F500 computer networking customers, addressing customer escalations, outages, and coordinating work flow for 75 pre-sale and post-sale field engineers.

- Produced Karaoke music via MIDI Interface with applied sound design skills.

Field Service, Business Analyst

Bachelors, Composition And Performance

Music Theory And Composition