Steve Erlichman Email & Phone Number

Concord, MA

Sakon is the leading platform and services for enterprises to understand, manage and transform communications services.

Marlbrough, MA

SanDisk was acquired by Western Digital in May 2016Acted as 𝐩𝐫𝐢𝐦𝐚𝐫𝐲 𝐩𝐨𝐢𝐧𝐭 𝐨𝐟 𝐜𝐨𝐧𝐭𝐚𝐜𝐭, driving day-to-day customer engagement, fielding escalations and providing leadership / direction for product qualifications. Consulted with Program Management to define, develop and implement consistent customer management strategies while managing external communication.

Marlborough, MA

SMART Storage Systems was acquired by SanDisk in August of 2013𝐏𝐫𝐨𝐯𝐢𝐝𝐞𝐝 𝐝𝐚𝐲-𝐭𝐨-𝐝𝐚𝐲 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐚𝐧𝐝 𝐝𝐢𝐫𝐞𝐜𝐭𝐢𝐨𝐧 for the delivery of pre and post-sales technical support related services to clients/customers.

Westford, MA

𝐌𝐚𝐧𝐚𝐠𝐞 𝐭𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐞𝐥𝐞𝐦𝐞𝐧𝐭𝐬 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐪𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬, including tracking and driving the resolution of all technical issues.

Responsible for acting as a 𝐩𝐫𝐢𝐦𝐚𝐫𝐲 𝐩𝐨𝐢𝐧𝐭-𝐨𝐟-𝐜𝐨𝐧𝐭𝐚𝐜𝐭 to facilitate clients in adopting eClinicalWorks software and handling high escalated issues.Evaluate the level of software adoption and arrange for remote trainings and/or technical assistance. Demonstrated ability to manage critical customer support escalations. Triaged account activity by reviewing.

Provided exceptional 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐭𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 and purchasing experience by presenting solutions that fit the customer’s needs using state of the art knowledge base tools.Used several computer business programs, including Knowledgebase and Siebel CRM for troubleshooting, issue tracking, order entry and shipping. Maintained strong knowledge retention of.

Hopkinton, MA

Acted as 𝐚𝐦𝐛𝐚𝐬𝐬𝐚𝐝𝐨𝐫 𝐭𝐨 𝐭𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 and as the customer representative within EMC for server issues. Resolved complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaced with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business and technical issues.

Quantum was acquired by Maxtor and than Maxtor was acquired by SeagateEngaged during the sales cycle to 𝐬𝐜𝐨𝐩𝐞 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬 𝐚𝐧𝐝 𝐝𝐞𝐟𝐢𝐧𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬. Managed ongoing operations and support, as well as the delivery of product improvements.𝐏𝐫𝐢𝐦𝐚𝐫𝐲 𝐞𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧 𝐩𝐨𝐢𝐧𝐭 𝐟𝐨𝐫 𝐞𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬. Successfully managed qualifications and technical support of high.

The Customer Service / Support Manager negotiates the customer’s hard disk drive specification requirements while jointly establishing qualification test plans and procedures.Managed the customer’s hard disk drive qualification to completion, receiving “Best In Class” results from customers Quarterly Business review for qualification support.Facilitate.