Miriam Mccarthy, Csm Email & Phone Number

East Brunswick, NJ, US

Massy, FR

• Leading a Cross Functional Team of Customer Success Managers, Customer Success Engineers (dedicated TAMs) & Renewals Specialist.
• Continuous transformation of Customer Success Program from fully Reactionary→Strategic including: 360 Reports, Success Plans, Value Assessments, QBRs, & other high value customer deliverables. Delivering CS to scale in.
• Implementation & Administration of Customer Success Tool, Churn Zero. Leading the team in product adoption.
• Responsible for creating all Renewals Opportunities & approving the accuracy of allrenewals quotes in SFDC
• Instructing team on how to present usage data to measure ROI
• Delivering forecasting & renewals rates to Executive Leadership Team during monthly meeting.

Armonk, New York, NY, US

• IBM Security Customer Success Manager for 40+ IBM Security customers with IBM Resilient SOAR (Security Orchestration Automation Response) Platform & Cloud Pak for Security
• Combination of Tier 1, 2, & 3 accounts in portfolio
• Migrating existing Resilient on prem customers to IBM Cloud, Public Cloud, Hybrid Cloud
• Onboarding new customers through all phases of enablement & ensuring for smooth transition
• Introducing customers to all IBM online Resources including support tools, training, Community & new upgrade features
• Conducting virtual & on site QBRs for all Tier 1 & strategic Tier 2 accounts

Lowell, MA, US

• Provides Coaching & Leadership to a team of Customer Success Managers in all market segments
• Acts as ongoing mentor to new CSMs for day-to-day operations
• Onboarding all new CSMs through intensive 3 weeks of training, including traveling onsite to new international team members
• Managing the ongoing relationship of Cloud Accounts representing over $5M in annual revenue.
• Responsibility for overall customer satisfaction, increase user adoption & revenue retention rates. Establish a relationship as trusted, strategic advisor with each client & drive continued value of Kronos Products &.
• Coaches customers on user adoption of best practices to ensure a positive ROI

Lowell, MA, US

• Responsible for outstanding Cloud Customer Success Management by delivering post-implementation non-technical support. applying innovative problem resolution strategies to guarantee customer satisfaction and to obtain.
• Contacts customer base regularly and owns customer satisfaction and customer relationship.
• Assist in resolving post-sales non-technical customer inquiries relating to products and/or services.
• Strong relationship building skills to effectively work with all areas of the Cloud business and customers to successfully perform the required duties.
• Effectively solves routine and complex problems – able to utilize specialized knowledge and analytical skills to gather, analyze, and review information; determines appropriate resolution, including presenting results.
• Helps develop reports/services/solutions specific to their assigned. Responsible for Quarterly Business Reviews, renewals and Monthly service reporting.

Lowell, MA, US

• Demonstrated expertise on the Kronos Education Portfolio (WTK, WFS). Providing support to Project Managers & Sales Teams on Kronos Education Services, ensuring sales & support teams have an understanding of the.
• Conducts virtual training classes to educate Project Managers on Ed. Services offerings
• Conducts classroom training for inside sales on Ed. Services offerings
• Acts as the “Lead” on customer project calls with respect to all Kronos Educational Services
• Customer’s Point of Contact for all Kronos Training throughout Project implementation
• Prospects for upsell opportunities when consulting customers on their Kronos training plans

Dallas, TX, US

• Expert knowledge of all AT&T local products including Web Hosting, AccuRing, MetroEthernet, local private line, Direct Internet Access & voice prime services. Able to pull in & manage resources necessary to present &.
• Strategically sold a 5 node, OC48 AccuRing SONET, including Cisco 7600 Series routers, worth $7M over 5 year contract.
• Sold 125 sites of DS1 Direct Internet Access including Cisco 1711 routers at each location. (Conversion from FR to IP.)
• #1 local AE in the Boston Enterprise Branch, finishing 2003 production year at 198% of quota
• Organized Branch & Vendor event for 250 people at Gillette Stadium. Responsibilities included email invitations, buffet arrangements, creating cohesive presentation from various managers slides, running slideshow for.
• Organized parts of AT&T’s Disaster Recovery Event aimed at New England customers. Responsibilities included email invitations to presentation at Boston Harbor Hotel, arranged shuttle service to So. Boston where mobile.

• Top account, ($100M+), revenue growth responsibility in Lucent Internetworking Solutions’ Core Switching Division. Support of Multiservice Core Switching products, (GX550, CBX500) Delivering high-speed WAN services.
• Responsibilities for Trade Show Events for Lucent Core Switching products including coordinating booth coverage, IT requirements, prospecting new opportunities & contacts, distributing contact & other info. to.
• Arranging all aspects of Executive Offsite Meetings with C level Customer Contacts, including agenda, confirming speakers, reviewing all presentation material, travel arrangements, Dinners arrangements.
• Work closely with account at executive level to determine needs and priorities, particularly in the area of switch and NMS software releases, enhancements, & fixes. Tracked and ensured delivery of these commitments.
• Involved in Product Release and Roadmap planning to ensure Lucent support network growth plans for top accounts.
• Account team and customer escalation point within Lucent Core Switching Division.

Basking Ridge, NJ, US

• Major responsibilities included RFP preparation, network design, pricing, formal customer presentations of all Verizon/Bell Atlantic products and services including ISDN, DSL, SONET OC3, OC12, ATM, Frame Relay, VPN.
• Project managed and wrote the service orders for over 450 PRI circuits during the course of one year for Internet service provider, AOL and attended monthly customer meetings throughout the U.S. to present updates on.
• Project managed and implemented the largest (at the time) ISDN virtual office solution utilizing Ascend Pipeline 25 and 75 for a prestigious Boston law firm. The success of this project turned the customer survey from.
• Recipient of many awards for job performance such as President's Club, Winner's Circle and "on The Spot" recognition award.