Ron Scott Email and Phone Number

More than 25 years of experience in the IT industry, predominantly in software solution development, deployment and service. Exceptional verbal and written communication skills in all facets and segments of business operations. Excellent decision-making, leadership, management and mentoring skills.SaaS Software/Service Customer Success & Account Management-------------------------------------------------------------------------• Leading customer on-boarding and key-client relationship building• Fostering customer advocacy through goal-driven engagement planning• Developing and managing by customer segmentation and standardized playbooks • Leveraging QBRs and other communications strategies to demonstrate constant value and ROI• Overseeing and addressing key customer escalations and risks• Driving account expansion, growth and retention • Establishing and managing by KPIs specific to a line of business and customers' needs• Leading, coaching and mentoring CSMs and other account management professionalsTechnical Project & Implementation Management & Support-------------------------------------------------------------------• Leading implementation projects to exceed expectations of quality, timeline and control• Managing deployment of software that integrates with customers' CRMs and mission-critical business apps• Managing technical support for enterprise software applications and solutions• Leading support teams to delver exceptional customer care experiences• Building and improving support workflows, processes, KPIs and metrics• Ensuring compliance with SLAs and high customer satisfaction scores• Managing and mentoring implementation and support engineers with varied skill sets and experienceTechnical Communications Specialist------------------------------------------------------• Authoring, editing and maintaining user guides, installation manuals, quick reference materials, administration manuals, training documents and online help systems for a wide variety of software applications on multiple platforms• Developing detailed system documentation, specifications and design documents for software applications• Creating all types of business communications including procedural, process, promotional, marketing and creative documents for multiple industries• Interviewing subject matter teams to determine current-state processes for system/business improvements• Managing the collection, analysis and implementation of business requirements for software and systems