Samson John Email & Phone Number

As a Technical Account Manager overseeing a portfolio of 15 Premier and Premier+ clients, I am dedicated to providing exceptional support and proactive account management.Client Engagement & Meeting Cadence: Establish and lead regular (weekly, bi-weekly, and monthly) calls with clients to address ongoing issues, open Service Requests (SRs), and discuss strategic upgrades or migration plans, ensuring alignment with clients' evolving needs.Ad-hoc Client Requests: Act as a responsive point of contact for ad-hoc requests, tailoring support to meet specific account requirements.Cross-functional Collaboration: Conduct sync-ups with internal teams and Regional Account Managers to share high-level updates on aligned clients, facilitating seamless information flow.Service Management & Gainsight Updates: Maintain detailed updates in the Gainsight tool, tracking all client interactions to ensure clear communication and consistency.Escalation Management: Proactively escalate open SRs to Support Managers upon client requests, expediting resolutions and enhancing client satisfaction.Product Liaison: Engage with Product Owners to acquire specific updates tailored to client needs, strengthening the client’s understanding of product roadmaps and updates.Training and Knowledge Transition: Host weekly training and transition sessions for CSMs on products and services, fostering knowledge-sharing and team alignment.Daily Premier Reporting: Prepare detailed reports each day for upcoming client calls, ensuring preparedness and effective communication.Periodic Updates and Communication: Provide clients with regular updates on their open SRs, maintaining transparency and trust.Monthly Strategic Alignment: Participate in monthly meetings with Premier Management and other TAMs to stay informed on company-wide updates and strategic priorities.Operations and Support Excellence: Oversaw support processes like application and infrastructure support, incident and problem management, SLAs, and quality control to boost productivity and customer satisfaction.Process Re-engineering and Improvement: Re-engineered operations to better align with company strategy, achieving 100% CSAT in multiple core projects.

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  Punjab Technical University

  Computer Science