Patrick Cihak Email & Phone Number

The Manager, Post-Live Services oversees development and related services, managing a team of Post-Live Technical Consultants. The role involves planning, leading, and delivering post-live projects to existing customers. The Post-Live Manager collaborates with other managers, team leads, and team members to communicate deliverables and timelines. Additionally, the manager drives process improvements to enhance accuracy, efficiency, and throughput in analytics work while ensuring SLA requirements are met.Management Skills• Foster a culture of service ownership and drive team engagement• Drive efficiency and consultant experience (using data driven metrics)• Show a growth mindset and be able to understand and drive technology change• Actively seek opportunities for the team to grow within and across the organizationCoaching Skills• Grow and develop team technically and speak on behalf of the team technically• Provide strong and actionable feedback and hold accountability for the team’s outcomes• Enforce best practices and behaviors (i.e. documentation, code management, security principles)Execution Skills• Effectively manages work and the capacity of each team member• Understand the big picture and business need to align work with strategic directions• Have a clear understanding of consulting excellence and demonstrate it• Demonstrate service ownership (understands internal costs and external pricing)• Effectively collaborate with stakeholders (Product, Support, Security, Cloud, and others)

Eden Prairie, Minnesota, United States

Built team of tier I support staff from 6 representatives to 16 in Eden Prairie, Minnesota and Montevideo, Uruguay offices to support 4000+ customers.Drove 11% increase in phone acceptance rate and average speed of answer (ASA reduction) from 2:43 to :57.Managed project to adapt Ascentis survey to UKG OSAT survey best practices and methodology, resulting in 96% OSAT in first quarter post go-live.Successfully migrated Product Support team to new phone systems twice (Digium/Sangoma, InContact) meeting go-live targets with minimal client interruption.Influenced cross-functional management to adopt Product Support best practices for metrics tracking and reporting.Elevated and mentored high performing product specialist to Associate Manager position within my downline to increase capacity and better serve team members.Built job levels within the Intake and Resolution team based on output, potential, leadership, and modeling of core values to retain top talent.

Greater Minneapolis-St. Paul Area

Led team of entry level intake phone representatives accountable for ASA, email time to response, and CSAT KPIs requiring attention to detail, time management, schedule planning, staffing, account and project management skills.Created comprehensive training plan for new hires to deliver consistent onboarding plan and reduce ramp time to provide meaningful impact to customers and internal team.Researched and constructed case volume forecast for capacity planning and backlog reduction strategy.Implemented cross-functional Incident Management process for widespread, system-impacting client issues. Introduced On-Call Support enabling Ascentis clients to obtain support for system-impacting issues after hours.Developed and implemented new client satisfaction (CSAT) survey in Qualtrics for Ascentis cases yielding a 9.4/10 average score.Maintained and trained management to report on monthly and quarterly KPI metrics for the Product Support team.

Greater Minneapolis-St. Paul Area

Developed and documented training program to ramp third party in India to take on 75%+ of team workload in error queue.Created workflow and led pilot Level 2 Support group to roll out new support process geared toward decreasing time to resolution of customer issues.Established daily goals to maintain SLA in multiple queues and report on status of said queues to stakeholders within the organization.Collaborated with interdepartmental teams to increase their self-sufficiency and reduce reliance on Technical Support team by 87%.Presented results of the broad team initiatives to the Fulfillment Support organization of 60+ employees.Organized and led team meetings to discuss weekly goals, initiatives, and recap previous projects.

Greater Minneapolis-St. Paul Area

Created the training program for new team members which involved creating documentation, scheduling training, developing and grading quizzes, and driving quality by reviewing their work and providing feedback.Facilitated meetings with development teams to improve relationship and quality of work.Led group of analysts on initiative to resolve customer issues at the root and reduce error rate in database.Prioritized task workload from other internal teams, accounting for bandwidth and urgency.

Greater Minneapolis-St. Paul Area

Coached both Technical Support and Fulfillment Support on best practices through frequent activity in group chats, emails, desk visits, and meetings.Maintained professional and effective communication across various SPS teams.Delivered consistent, productive, and accurate results in day to day work on the Technical Support.Proficient in JIRA and Confluence (Atlassian), Salesforce, and querying internal databases with Oracle SQL Developer.

Greater Minneapolis-St. Paul Area

Participant in Support Center pilot program as a new point of contact for customers in all phases of the sales cycle.Managed incoming emails from medium value customers as a Value Owner by motivating members to reach team case closure goals.Achieved high customer satisfaction scores while delivering results in case closure metrics.Provided chat support for as many as five customers at once.Organized and led Billing training for new hires on the Non-Integrated Services team.

Greater Minneapolis-St. Paul Area

Resolved production issues working with internal and external contacts to meet customer and/or trading partner deadlines.Assisted with transition of billing system from Softrax to to Microsoft Dynamics NAV ERP.Liaison between Customer Operations and Billing departments.

Bachelor Of Arts, Political Science

Education record