Miste Esquivel Email & Phone Number

United States

Santa Clara, Ca

Pleasanton Ca

• As the ESM/Customer Success Manager, recognized customer key dates (such as Go Live), timelines, project priorities. Drove proactive communications with the customer and internal teams on support updates, obsolescence version upgrade planning, and product roadmap discussions. Collaborated with Product Management and R&D teams to drive product improvements, test, release and support programs throughout software lifecycle to ensure customer focus and accountability. o Resulted in customer being on the latest versions, increasing up time, avoiding support disruption due to EOL versions.• Coordinated and participated in projects focused on improving support services and training. Identified uplift opportunities for license sales, education, professional services, and coordinated needs assessment calls with appropriate team. o Result was higher customer confidence in Micro Focus products, optimal tool usage, greater upsell opportunity.• Created Account Support Plans, weekly dashboard calls, Quarterly Support Business Reviews. Orchestrated incident management priorities with support engineers, provided ongoing communications with the customer and internal teams. o Resulted in faster solution and ticket resolve, mitigated escalations, drove 93% Top 3 and 73% Top 2 CSI within customer base, achieving customer management and executive awareness and satisfaction. • Partnered with Sales and Services teams to optimize and champion the customer’s support experience and customer success with the investment in Micro Focus/HP Software.o Resulted in renewal of over 2.5M covering the entire HPE Software ITOM and ADM product suites.• Achieved Expert Level ESM status. o Resulted in being selected to be a formal mentor to new and experienced ESM and TAM team members to ensure efficient professional growth and execution of technical and business operations, selected by executive management to create and deliver ESM Master Chef training to Global Support Management.

• Responsible for handling all executive and global escalations for all customers. Managed the global Corporate Customer Relations team of 20 responsible for care of all escalations at our corporate office. Trained and supported call centers in the US, India, and the Philippines.• Daily review of escalations to ensure the team responded at the highest level for our key enterprise customers and high clientele customer base.• Maintained daily correspondence with our technical support team, engineers, and others to identify problems.o Resulting in faster resolution to achieve customer satisfaction.• Quarterly site visits to outsourced call center in Florida to train on new policies, review operations, and perform quality monitoring checks.o Resulting in swifter more efficient training, streamlined operation, and an exceptional support experience.• Led weekly repair center meetings with call center and engineering improving customer support processes and experiences.o Resulted in receiving the Palm Inc. Star of Excellence award.