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Creates customer focused, revenue recovery and revenue generating organizations in the areas of global Customer Support, Customer Success and Professional Services. Specializes in the creation, management and growth of organizations focused in the high technology and cloud services industries. Strong background in Technical, Business and Product Services, Program/Project Management, Enablement, Business Operations and Business Analysis. Responsible for communicating critical operations and management analysis to VP and CxO levels for tactical and strategic planning. Sets tactical and strategic direction for multi-billion dollar companies.Specialties: High Technology, Cloud Services, Telecommunications, Technical Services/Call Center/Technical Support, Professional Services, Financial, Consulting, Customer Success, eCommerce, Mergers, Corporate, Private and Public companies and organizations. Expertise in growing organizations from start-up to global capacity (100+ employees).
Confidential Company / Undisclosed Company
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Member Board Of DirectorsConfidential Company / Undisclosed Company Oct 2024 - Present
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Board MemberForefront Strategic Holdings, Inc. Jan 2005 - PresentForefront Strategic Investments works with Venture Capitalist as well as private and semi-private investors to create leading investment opportunities and highly profitable businesses. We currently have 5 Industry focus areas: Core and Emerging Technology, Medical, Service & Support, Consulting Services and the private promotion of actors and models.
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Senior Director, Global Account ManagementSnowflake Dec 2019 - Sep 2024The Cloud, UsThe Global Account Management Organization is responsible for the delivery of top-tier Support programs such as Priority Support, for our most critical customers around the world. Our teams work to provide services in the areas of Elevated Support, Operational Insights, and Releases to our customers and internal teams with greater consistency, speed, and accuracy. We utilize standardized processes, advanced platforms and applications, and highly experienced Support Accounts Managers (SAMs), Priority Insight Engineers (PIEs), Priority Support Engineers (PSEs), and Operations and Management staff to provide the best customer experience possible. -
Board MemberAdvanced Coding Solutions, Inc. Jan 2007 - Dec 2019Advanced Coding Solutions has a primary focus of simplifying the medical billing and coding activities of medical offices, hospitals, and other forms of private practice. ACS can produce an entire system for an office, consult on current activities and medical billing and coding requirements and standards, and provide medical billing and coding, as well as intermediary, services to medical staff.
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Senior Director, Global Support Account ManagementServicenow Jan 2019 - Sep 2019Santa Clara, Ca, UsLeading all aspects of Global Support Account Management Services, the SAM organization helps maintain the most critical customers with ServiceNow through support management, proactive analysis and diagnosis, as well as manage critical escalation events when necessary. We are global as well, with 100+ strong team members, which allows us to to be customer focused and provide excellent service 24x7x365.Developing more proactive methods for management and analysis, the organization has moved into additional areas of assisting and servicing customers, focusing on Commercial, Enterprise and Top Tier accounts. We have developed new service levels, along with differentiated services and deliverables, focused on customer management, platform awareness, performance management, overall environment health, analysis, information delivery and outcomes. We have fostered and maintain critical relationships with Sales, Success, Services, Support, Cloud Operations and Development & Engineering to be the single point of contact for our most critical customers. -
Director, Support Account Management Services, Global SupportServicenow Jan 2016 - Jan 2019Santa Clara, Ca, UsLeads all aspects of Support Account Management Services, which includes Account Escalation Management, the Center of Excellence and the Support Account Management teams. As a strategic component of ServiceNow's Customer Support Organization, the SAM organization helps maintain the most critical customers with ServiceNow through Support Management, proactive analysis and diagnosis as well as manage critical escalation events when necessary. Our teams are global as well, which allows us to provide excellent service 24x7x365.Working with a specialized, highly skilled team of 50+ global resources, we manage several dynamic aspects of the support relationships and engage with Support, Sales, Development, Professional Services, Cloud Operations and other groups to ensure that we are managing the customer's environment without exception.
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Senior Delivery ManagerServicenow Oct 2014 - Jan 2016Santa Clara, Ca, UsResponsible for the delivery of Professional Services engagements, revenue projections and growth in the Southeast United States. Worked with Engagement teams regarding Kick-off meetings and program cadence, executive presentations, internal and external single point of contact escalations, resolution management, standardized delivery practices, partner management/collaboration and resource management capabilities. Accountable for collaborating with Sales, Support and Professional Services regarding potential PS engagements, driving key customer relationships, Statement of Work (SOW) review and approval and the monitoring, management and potential resolution of applicable support cases.Managed a direct team of 20+/indirect team of 35+ Engagement Managers, Technical Consultants, Business Process Consultants and Solution Architects regarding growth and development, standardized engagement delivery, implementation of best practices and delivery of process workshops, training and education.Managed 20-30 customer engagements quarterly with ServiceNow employees and partners. Collaboration with Sales and Support Services to resolve critical customer issues related to platform technologies, performance and other areas of the SaaS architecture.
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Senior Technical ConsultantServicenow May 2012 - Oct 2014Santa Clara, Ca, UsResponsible for the design of systems and application architecture and the development of technical solutions for ServiceNow customers. Worked on multiple engagement teams ranging from 4-12 individuals as a team member and individual contributor. Provided strategy and road mapping sessions, executive presentations, development of Centers of Excellence (COEs) for various customers, creation of standardized practices to help increase efficiency and effectiveness in the delivery process. Worked to develop Engagement Standard Operating Procedures (SOPs) for Professional Services that aligned with the PS Enablement team. Collaborated with other Professional Services departments and individuals on growth and development planning, engagement/delivery issues and standardized development practices
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Board MemberBluwave Support Solutions Mar 2007 - May 2019BluWave Support Solutions specializes in multiple areas of the computer industry, focusing on CRM Systems (SaaS) and implementation, Knowledge Management, Program, Project, and Process Management and Business Analysis and Support Center Analysis. We also work on the development of Artificial Intelligence (AI), Web Development, Database Development and infrastructure. BluWave integrates with IS and Business organizations to help develop and achieve tactical and strategic goals. We work at all levels within the company from the administrator to the CxO.
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AdvisorMymedisatop.Com Jun 2005 - Jan 2014MyMediaStop is focused on talent promotion in multiple areas - music, print, and acting. From a music standpoint, we offer electronic access to music, movies, and games. Currently, we only offer music, but will be expanding soon. We have very unique ideas about how to offer this service to individuals, and are preparing to develop several pilot operations throughout the Southeastern United States. MyMediaStop will also be working in conjunction with School of Fish, a non-profit organization that promotes Christian music. Visit our download website at http://www.burnlounge.com/mymediastop. This company also works to promote actors in the various industries of modeling, print, and commercials/movies.
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PartnerReflections Car Wash Systems, Inc. Mar 2006 - May 2013Reflections Carwash Systems takes a different approach to the design, Implementation, Operation and Management of carwash facilities. We have developed the business, operational and management models prior to building the first site. We have developed the scheduling based on Program and Project Management methodologies utilized in large corporations, while at the same time removing the overhead that makes larger companies extremely inefficient.
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Senior Manager & Architect, Global Knowledge Management Services (Programs)Symantec Jul 2005 - Mar 2007San Jose, California, Us -
Senior Manager, Support Account Management/Business Critical Account Management (Programs)Symantec May 1999 - Jun 2005San Jose, California, Us
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Software Architect (Sales, Services, Support)Seagate Software Mar 1995 - Apr 1999
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Platform And Solutions Designer (Development, Sales, Services, Support)Network Computing, Inc. Oct 1992 - Feb 1995
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Network Systems Architect / Platform Management & Architecture (R&D)Eds Oct 1986 - Sep 1992
Ray Adams Skills
Ray Adams Education Details
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University Of Central FloridaManagement Information Systems -
Naveen Jindal School Of Management, Ut DallasManagement Informationsystems
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Florida State UniversityComputer Science
Frequently Asked Questions about Ray Adams
What company does Ray Adams work for?
Ray Adams works for Confidential Company / Undisclosed Company
What is Ray Adams's role at the current company?
Ray Adams's current role is Senior Director / Board Member.
What is Ray Adams's email address?
Ray Adams's email address is ra****@****ons.com
What is Ray Adams's direct phone number?
Ray Adams's direct phone number is +140748*****
What schools did Ray Adams attend?
Ray Adams attended University Of Central Florida, Naveen Jindal School Of Management, Ut Dallas, Florida State University.
What are some of Ray Adams's interests?
Ray Adams has interest in Traveling, Scuba Diving, Biking, Learning New Technologies, Running, Racing, Swimming.
What skills is Ray Adams known for?
Ray Adams has skills like Saas, Knowledge Management, Certified Knowledge Manager, Pmp, 4gl, Information Technology, Quality Assurance, Technical Support, Technical Services, Statistics, Business Strategy, Certified Business Analyst.
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