Manage customer relationships and engagement initiatives. Drive brand awareness campaigns and process improvements to boost revenue and meet company goals. Lead cross-functional teams to launch products, offer creative solutions and expand company reach with coordinated events, communication tools, and marketing programs.

Deliver the strategic vision that will launch our customers to success resulting in reduced churn and increased renewals. Translate customers needs into an actionable Customer Journey Map that will drive continuous improvements in the areas of Onboarding, Training, Professional Services, Customer Support, Customer Success Management and Renewals. Lead and empower the truly passionate to make a difference in the Customer Success space ensuring that it remains a company-wide culture.

Lead and manage Customer Relationship team which delivers implementation, success programs and professional services. Plan and implement customer and application support strategies, improving systems and processes to guarantee an out of this world customer experience.

Manage the Customer Care Help Desk to guarantee appropriate service levels where met while providing superior customer service.

The Revere Group, an NTT DATA Company a leading global business and IT solutions consultancy that specializes in assisting high performing mid-tier and fast growing companies. Revere provides industry, process and technology expertise with a proven service approach—Think, Build, Source—to pave the way for your success. Lead Managed Services staff responsible for Cisco and Microsoft Service and Incident management. Customers in the Banking, Telecommunications, Retail, Education and Municipalities industries. Responsibilities Infrastructure, application, and end user service desk operations Multi-channel help desk (web, email, phone) Multi-language support Incident logging Level 1 incident triage and resolution Level 2 and 3 incident logging and routing ITIL Methodology Knowledge Centered Support (KCS)

Provide technical and business support to multiple wholesale distrubutors accross the country. Troubleshoot and properly document multiple Point of Sales systems enhancements and deficiencies.

• First line management, who supervises, staffs and coordinates activities of the level 1 support help desk analysts and representatives engaged in assisting system users with hardware and software incidents/problems. • Coaching and training of Level 1 Help Desk Analysto Train Level 1 Analysts on customer service skills as well as point of sale systems. o Assist Level 1 Help Desk Analyst with issue escalation.o Coach and mentor direct reports to assure job satisfaction. o Directly support activities across multiple platforms, applications and business lines. o Contribute knowledge and assist Level 1 Help Desk Analyst with contributions to knowledge management software. o Manage the recruiting, retaining and evaluation of support staff performance.o Gather call metrics and Customer Service Surveys.o Evaluate call metrics in order to modify services to meet department goals and customers expectations. o Manage Level 1 Analyst time by entering in to Kronos system and tracking available time off.• Manage converting branches and insure that all of their needs were met prior to software conversion. • Facilitate branch openings, closings and moves.• Provide telephone support and assistance to data system users.• Contact end users with issue resolution.• Strong communication, negotiation, and PC skills. Posses communication skills needed to bridge over all levels of the organization. • Capacity to manage multiple projects, professional, and technical staff and other related activities.