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 • Establish communication and collaboration platform to drive the team to communicate, share knowledge and ensure research queue is processed in a timely, efficient and consistent manner with customer satisfaction as the main driver• Manage escalation process to efficiently set expectations with our customer base and ensure the BitSight Technologies stakeholders are aligned to our customers’ business needs• Drive employee satisfaction by ensuring proper staffing using historical and forecasting data while collaborating with the Sales, Engineering and Finance teams to determine demand• Created personal development program for staff to drive employee engagement by focusing on individuals strengths and career goals• Manage quarterly and yearly department budget to ensure finances are appropriately allocated to position the company for success

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 performance• 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 process• 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• Collaborated with Sales team to strategically align focus on accounts with upcoming renewals• Led career development discussions to ensure that all staff were informed of career opportunities • Held weekly one on one meetings with team members to review performance and obtain feedback

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 resources• 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