Primary liaison between customer Executive Leadership Team and ConvergeOne Executive Leadership. Responsible for overall senior level ("C Level") customer relationships, P&L management, annual revenue, and scope expansion of current contract scope of work. Own all escalations for critical issues until resolved. Provide reporting, analytics and consulting. Develop and manage communication strategy, facilitate Root Cause Analysis and continuous improvement activities related to major… Show more Primary liaison between customer Executive Leadership Team and ConvergeOne Executive Leadership. Responsible for overall senior level ("C Level") customer relationships, P&L management, annual revenue, and scope expansion of current contract scope of work. Own all escalations for critical issues until resolved. Provide reporting, analytics and consulting. Develop and manage communication strategy, facilitate Root Cause Analysis and continuous improvement activities related to major incidents. Provide guidance and leadership to the internal account service teams on customer related issues and activities. Facilitate and drive monthly and quarterly business reviews with customer executives. Assist in account planning and lead generation with the sales and managed services team. Coordinate and communicate contract on-boarding activities with account services teams and leadership teams.- Ensure Customer Satisfaction-Manage account based P&L and annual revenue growth plans-Develop renewals and expansion programs-Manage matrix reporting structure-Oversee all customer escalations for critical issues-Perform analytics and consulting-Manage relationships with client and sales team-Organize contract renewals/customer retention/account growth-Prepare customer communication strategy-Manage all contracts & engagements -Facilitate Root Cause Analysis -Manage account planning-Coordinate contract on-boarding Show less

Responsible for the Customer Experience for the ConvergeOne Managed Service Support Center by handling high complexity customer satisfaction issues and strategic development in support of the Account Teams. Primarily responsible for the leadership Service Delivery Management Team representing large strategic accounts. Responsible for successful implementation and maintaining ConvergeOne's customer satisfaction surveying, analysis, follow up on action plans resulting from surveys and other… Show more Responsible for the Customer Experience for the ConvergeOne Managed Service Support Center by handling high complexity customer satisfaction issues and strategic development in support of the Account Teams. Primarily responsible for the leadership Service Delivery Management Team representing large strategic accounts. Responsible for successful implementation and maintaining ConvergeOne's customer satisfaction surveying, analysis, follow up on action plans resulting from surveys and other customer interactions. Principal interface on behalf of executive management, in addressing and following up on high level escalations. Critical interface to our most valued clients supporting the Account Teams with support issues related to Service Delivery Managers customers (i.e. contract expectations, renewals, and incident manager role and functions, etc.). Serve as an extension of executive management to represent and support the Service Delivery Managers and Account Teams in renewals overall, general strategy and delivery development for new and existing customers. Lastly, as a senior member of the Managed Service Support Center leadership team I provide valued input to future strategy and direction as a customer advocate. Manage the SDM/SEM, Escalations, Major Incident Management, Analytics and Communications Departments. Raise awareness and provide support for maintenance contract renewals with Account Teams and Sales. - Provide solution design support- Own Complex Escalation follow up and review - Execute Customer Satisfaction Surveys (Analysis ans Action)- Run the customer loyalty program- Handle Problem Management issues- Oversee the Development and Management of "High Touch" Program- Developed the Customer Portal (Usability and Customer Presentation)- Drive Continuous Improvement using feedback gathered from the customer interactions- Interface with Offer and Portfolio Management to provide customer feedback Show less

Responsible for setting the overall strategy and managing the day to day tactical engagements of the Executive Visibility and Major Incidents Management programs. Successfully developed and deployed the Executive Visibility Program. This is a highly visible program that brings an Executive level of awareness to high risk accounts that have been subject to systematic equipment or process failures (perceived or real). Accounts in the EVP typically involve multiple products and/or services related… Show more Responsible for setting the overall strategy and managing the day to day tactical engagements of the Executive Visibility and Major Incidents Management programs. Successfully developed and deployed the Executive Visibility Program. This is a highly visible program that brings an Executive level of awareness to high risk accounts that have been subject to systematic equipment or process failures (perceived or real). Accounts in the EVP typically involve multiple products and/or services related to issues that are jeopardizing the business relationship and/or sales opportunities with key customers. Responsible for matrix managing the incident life cycle to ensure quick resolution and future incident prevention for the issues determined to be Major Incidents. - Executed Critical Escalation Management - Driven Incident Life Cycle Management - Fostered Relationship Management - Lead Root Cause Analysis efforts - Driven Process Improvement - Provide general guidance and leadership to all services' team members - Engage manufactures, suppliers, contractors, 3rd parties, etc Show less

Responsible for the development and maintenance of critical Services. Oversight for the maintenance and growth of Services revenues through various process improvements, account delivery activities and executive escalation management. Anticipate customers' business strategies, critical business issues and develop resolutions. Develop global account relationships as a trusted adviser and primary Services contact. Responsible for overall customer satisfaction results and improving profitability… Show more Responsible for the development and maintenance of critical Services. Oversight for the maintenance and growth of Services revenues through various process improvements, account delivery activities and executive escalation management. Anticipate customers' business strategies, critical business issues and develop resolutions. Develop global account relationships as a trusted adviser and primary Services contact. Responsible for overall customer satisfaction results and improving profitability while driving results across the company in support of the customers' business issues. Anticipate and identify business needs and recommend solutions to complex problems. Show less

Proven results oriented leader able to provide relationship management as well as revenue predictions and growth. Strategic thinker who draws on previous management experience to coordinate global network of resources in support of comprehensive customer requirements. Serves as single point of contact and trusted partner. Managed overall service support including; contract negotiations, service escalations, service contract solution development and Avaya/Client relationship building. On call… Show more Proven results oriented leader able to provide relationship management as well as revenue predictions and growth. Strategic thinker who draws on previous management experience to coordinate global network of resources in support of comprehensive customer requirements. Serves as single point of contact and trusted partner. Managed overall service support including; contract negotiations, service escalations, service contract solution development and Avaya/Client relationship building. On call availability 24/7 for high severity tickets and critical events. Align with all service delivery organizations including CSI, GMS, and GSD to design, implement and enforce procedures and/or policies that define standards for partnerships and service delivery. Provided review and performance management reports and led stewardship meetings. Developed a working knowledge of all Avaya support systems, tools, and products. Ensured that all contract entitlements and commitments are met according to all client contracts. Facilitated all new Value Added sales and service activity as it related to the clients. Assumed partnerships with account team to form a service-based account strategy to drive Avaya revenue and client results. Supported a bi-directional quality feedback programs on internal products and service delivery organizations within a multinational corporate management experience. Show less

Single point of contact supporting customers, third party vendors, local exchange carriers, and Avaya associates within installation, administration, programming, and remote diagnostics. Utilized a UNIX/RHEL based platform to handle all maintenance and support issues dealing with Enterprise Communications Servers and Definity Communications Systems. Conceptualized and instructed Alarms, Connectivity, Remote Port Security Device (RPSD), ToolsA, and Secure Services Gateway (SSG) technical… Show more Single point of contact supporting customers, third party vendors, local exchange carriers, and Avaya associates within installation, administration, programming, and remote diagnostics. Utilized a UNIX/RHEL based platform to handle all maintenance and support issues dealing with Enterprise Communications Servers and Definity Communications Systems. Conceptualized and instructed Alarms, Connectivity, Remote Port Security Device (RPSD), ToolsA, and Secure Services Gateway (SSG) technical training to more than 200 technicians. Instructed North American Region Alarms Process Training to Global Technical Services management and represented associates. Worked directly with Tier 3 engineers, research and development teams to investigate and repair undocumented trouble reports. Global Services Process and Technical mentor. Show less