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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.
• 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.