Rory Mckeon Email & Phone Number

Boston, MA, US

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Boston, Massachusetts

• Lead a team of 61 worldwide employees responsible for providing quality and efficient fulfillment of customer research requests for SaaS security product
• Drive continuous SaaS process improvements by implementing changes in response to evolving customer and business needs
• Assist with development and ongoing maintenance of internal and external SaaS emergency alerting systems
• Serve as main point of contact between Technical Support, Customer Success, Engineering and Product Management teams to proactively address quality, volume and customer concerns
• Achieved 99.63% SLA for internal and external customer requests YTD by architecting different SasS workflows based on customer type to ensure highest level of work is delivered to customers
• Design evolving KPI objective and key results to cascade down through the worldwide team to manage priorities and report these performance and quality metrics to executive leadership

Cambridge, MA

• Led a 31 person, multi-continent Technical Support team for Vertica, a cluster based, column oriented analytics platform designed to manage large, fast growing volumes of data while offering exceptionally fast.
• Improved Net Promoter Score from 35 to 52 while driving customer satisfaction to 96.62% by focusing on customer support basics
• Assisted pre and post-sale teams with onboarding efforts to ensure customer transition to Vertica Support was seamless
• Performed Support Escalation Management duties which included managing escalations through to resolution for escalated customer accounts while being the main point of contact for Vertica during the entire escalation.
• Conducted in-depth review of all escalated issues to ensure that tickets were progressing as required and that all necessary resources were properly engaged
• Communicated and prioritized product feature requests from customers to Product Management team

Cambridge, MA

• Engaged customers and field engineers to resolve complex technical issues
• Managed multiple accounts and caseloads simultaneously while also determining and managing priorities
• Provided weekend and off hour pager support to worldwide customer base as part of company's 24/7/365 Technical Support policy
• Served as main point of contact within Vertica Technical Support team for a large banking corporation and a leading online social networking service company

Framingham, MA

• Provided Technical Support for multiple Network Management products to customers using telephone and web-based solutions
• Researched functionality and usability related issues; identified and directed complex or high impact issues to senior staff for resolution
• Utilized Microsoft Windows and Linux Operating Systems as well as SQL and Oracle object-relational database management systems
• Displayed the ability to demonstrate customer service skills, promote good communication skills, possess good teamwork skills and show an ability to coordinate high pressure situations by involving the appropriate.
• Leader of the OneCA Support Event team, which planned, hosted, and executed monthly events to boost employee morale
• Provided dedicated Manage Service Provider technical support for a large United States based Information Technology hosting company