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 ensuring timely delivery of product status, resulting in an increase of product demand by $1.4M.𝐋𝐢𝐚𝐢𝐬𝐨𝐧 𝐛𝐞𝐭𝐰𝐞𝐞𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬, 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠, 𝐌𝐚𝐧𝐮𝐟𝐚𝐜𝐭𝐮𝐫𝐢𝐧𝐠, 𝐒𝐚𝐥𝐞𝐬 𝐚𝐧𝐝 𝐅𝐢𝐞𝐥𝐝 𝐀𝐩𝐩𝐥𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐬; facilitating the resolution of issues using Salesforce and Atlassian JIRA, so customers receive timely status related to product quality, production and delivery.𝐀𝐝𝐯𝐨𝐜𝐚𝐭𝐞 𝐟𝐨𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐛𝐲 𝐜𝐮𝐥𝐭𝐢𝐯𝐚𝐭𝐢𝐧𝐠 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 with internal cross-functional teams to manage all elements of the product including; specification gap analysis, tracking and driving technical issues with Failure Analysis Engineering, Quality / Reliability, and Manufacturing ensuring customer deliverables are met.𝐍𝐞𝐠𝐨𝐭𝐢𝐚𝐭𝐞𝐝 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐫𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬 𝐰𝐢𝐭𝐡 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬, while jointly establishing internal test plans and procedures by leading and directing internal engineering and quality teams with scheduling, testing and PowerPoint presentations.

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 data to accurately assist the customer with their specific needs and expectations. Educated customers and promoted best practices, arranged remote technical assistance, training and additional product implementation.Maintained relationships and ongoing communication with tier one customers to provide proactive guidance/communication for updates/upgrades, outages, critical failures, etc.

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 products, policies and procedures, as well as strong sales and technical proficiencies.

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 on products and services.Acted as point of escalation for front line issues and concerns on Hardware / Software problems and monitored case activity and ensured follow up and fault resolution. Coordinated all aspects of ongoing service issues, technical assistance and direction to customers meeting or exceeding their expectations.Prepared and presented business issues to senior management to build consensus on project direction.

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 capacity SCSI / SAS disk drives to Tier 1 OEM customers, resulting in revenue of $300M.Supervised a global team of engineers, directing technical support for issues concerning product quality, reliability and maturity, throughout the product lifecycle. This required that I successfully function as the liaison between the customer and internal support groups worldwide.Negotiated the customer’s specification requirements while jointly establishing qualification test plans, procedures and product schedules.Prepared and ran customer meetings, including tactical check-ins and strategic business reviews.

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 weekly, monthly and quarterly meetings to develop and drive actions/schedules to support program expectations. Address failure analysis results, manufacturing yields, reliability test results and implement appropriate preventive and corrective actions as well as analyze field performance to meet customer’s expectations.Provide guidance and mentoring to local account management and overseas manufacturing on customer Pre-Qualification and Qualification Specifications and testing requirements.Peview Ongoing Reliability Test (ORT) results, ensuring improvement plans meet customer expectations.