Steve Wright

Steve Wright Email and Phone Number

CX Partner Manager @ SER Group
Manchester, England, GB
Steve Wright's Location
Manchester Area, United Kingdom, United Kingdom, United Kingdom
About Steve Wright

Steve Wright is a CX Partner Manager at SER Group. He possess expertise in account management, new business development, managed services, telecommunications, business strategy and 11 more skills. Colleagues describe him as "Steve was a pleasure to work with at Cunard Line. He was a great asset to the Entertainment Team bringing energy and enthusiasm to his work. Because of his talent and commitment he was chosen to be part of the set up team of Queen Victoria. The process of bringing a new ship in to service is a big challenge for everyone concerned, but Steve’s organization skills and customer focus contributed greatly to the successful set up of the department. His professionalism and attention to detail will be an asset to whatever project he is involved in, and I have no hesitation in recommending him to any prospective employer.", "Steve has become an incredibly valuable employee of Concert. He's always approachable and manages to stay calm and measured even in the most stressful situations. He's managed to merge his knowledge on both the solutions Concert offer and the systems the business uses. The service desk is a prime example of a major project that Steve managed. This included specifying what was needed, sourcing possible solutions, implementation and ultimately helping to demonstrate the value to clients. He's gone above and beyond for a lot of my clients and helped to maintain strong relationships with them. When required Steve is also a skilled pre-sales resource. I've asked Steve to help with demonstrations and technical conversations and he's never disappointed. He's liked by both staff and clients alike and is one of the most consistently hard-working people I've met. I'd have no hesitation in recommending Steve.", and "I was Steve's immediate supervisor for his time at Sunrise. I found him to be consistently pleasant, tackling all assignments with dedication and a smile. Besides being a joy to work with, Steve is a take-charge person who is able to present creative ideas and communicate the benefits. He successfully developed several improvement plans for our company that have resulted in increased performance & results. Though he was an asset to our Activities department, Steve was also extraordinarily helpful in other areas of the company. In addition to assisting the GM with day to day issues that arose, he also developed an excellent rapport with the residents delivering the highest level of customer service at all times. I highly recommend Steve for employment. He is a team player and would make a great asset to any company."

Steve Wright's Current Company Details
SER Group

Ser Group

View
CX Partner Manager
Manchester, England, GB
Website:
sergroup.com
Employees:
629
Steve Wright Work Experience Details
  • Ser Group
    Cx Partner Manager
    Ser Group
    Manchester, England, Gb
  • Five9
    Senior Partner Enablement Manager
    Five9 Mar 2024 - Present
    San Ramon, Ca, Us
    Key Achievements:• Internal promotion to Senior Partner Enablement Manager• Coordinated the end-to-end services onboarding programme for major FTSE100 reseller partner• Developed and delivered a series of Five9 Professional Services Workshops to partners working through the Certified Implementation Partner programme.• Redesigned the enablement and certification programme for the Intelligent Virtual Agent product
  • Five9
    Partner Enablement Manager
    Five9 Mar 2022 - Mar 2024
    San Ramon, Ca, Us
    Key Achievements:• Engaged with all Five9 partners looking to resell and deploy Five9 services across the EMEA region• Assessed and redesigned the regional Partner Enablement journey from start to finish• Created full Partner Enablement Plans for all strategic partners within region• Streamlined the process and documentation for the EMEA Partner Platform Engineer programme• Successfully led internal projects to launch Partner Implementation Satisfaction Surveys and a new Partner Support Cases platform• Key stakeholder in developing the new Five9 Partner Support Programme
  • Cisco
    Partner Success Manager
    Cisco Mar 2021 - Mar 2022
    San Jose, Ca, Us
    Key achievements:• Internal promotion and transition into the EMEAR Partner Success team to support dedicated partners through the ongoing Webex Calling lifecycle. Assisting with onboarding, marketing, product launch, technical implementation, user provisioning and in-market success.• Playing a key role in the successful deployment of Webex Calling across several tier one partners; supporting the migration and provisioning of over 20,000 users onto the Webex Calling platforms since 1st March 2021.• Developing strong relationships at all levels, holding regular cadence meetings and QBR’s• Successfully driving numerous key product and technical escalations to remove roadblocks and barriers to partner success.• Continuing to work with the Webex Calling Early Field Trials team in conjunction with assigned partners to test and deliver new product features.
  • Cisco
    Customer Success Manager
    Cisco Jul 2018 - Mar 2021
    San Jose, Ca, Us
    Key achievements:• Responsible for onboarding new partners onto the Webex Calling IP telephony platform across EMEAR, ensuring successful implementation, effective product launch and continued in-market success. • Successfully completed thirty-six onboarding projects within first twelve months.• On boarded the first partner in EMEAR with “Bring your own PSTN” requirements, working with the Partner and across multiple international teams to deliver the solution successfully. • Integral part of the Early Field Trial team for the Webex for BroadWorks offer. Working with trial partners and liaising across internal teams to triage and resolve issues prior to launch. • Documented all of the onboarding processes and troubleshooting guides for the Webex for BroadWorks offer.• Received Cisco Connected Recognition “You Inspire” for providing an excellent on boarding experience for Cisco partners.• Completed the Cisco Customer Experience - Customer Success Manager (Foundational) for Partners training course• Achieved Cisco BroadCloud Master Admin Carrier/Reseller Professional certification.• Completed Cisco Security Ninja Whitebelt Advanced certificate.
  • Concert Networks Limited
    Operations Manager
    Concert Networks Limited Nov 2016 - Jul 2018
    Key achievements:• Promoted from Service Desk Manager to take responsibility for and improve the client onboarding and product testing functions of the business. • Further developed the service desk into an integral part of the business, with a focus on self-service and delivering an effortless client experience. Consistently achieving over 65% first contact resolution and 20% next issue avoidance.• Accountable for onboarding new clients onto the BroadSoft IP telephony platform from signed order through to installation sign-off, provisioning over 3,000 end users.• Managed the project of migrating clients from the OrecX call recording platform to Dubber; co-ordinating multiple stakeholders and delivering end user training.• Implemented Trello and Slack throughout the business to improve communication, project visibility and overall productivity within the organisation.• Redesigned the supplier management process by implementing a scoring matrix and communicated results to each supplier on a quarterly basis to drive improvements.• Facilitated the launch of several new products into the service catalogue including the Dubber call recording platform and Pexip video conferencing suite.
  • Concert Networks Limited
    Service Desk Manager
    Concert Networks Limited Apr 2012 - Nov 2016
    Key achievements:• Promoted from Technical Support Engineer to take responsibility for and improve the service desk function of the business.• Dramatically improved the performance of the service desk, particularly around call answer times and ticket logging activity. Consistently achieved over 90% of calls answered within 10 seconds.• Attended client sites to deliver BroadSoft end user training, lead Solution Design Workshops and telephony installations and undertake troubleshooting visits. • Provided third line technical support where required for complex, high priority or escalated incidents. • Led the project of researching, selecting and implementing a new service desk platform within Microsoft Dynamics CRM.
  • Concert Networks Limited
    Technical Support Engineer
    Concert Networks Limited Jul 2010 - Apr 2012
    Key achievements:• Took responsibility for first and second line support tickets covering a range of products and services, with a core focus on IP telephony and internet connectivity incidents and service requests.• Consistently achieved personal and team target of resolving 80% of all incidents within SLA.• Attended client sites to lead Solution Design Workshops, telephony installations and troubleshooting visits. Heavily involved in the largest client deployment of 300 end users across 6 sites in East Anglia.• Integral part of becoming one of the first service providers in the UK to resell the BroadSoft platform and assisted with the migration of 25 IP telephony clients from Netcentrex to BroadSoft.
  • Sunrise Senior Living
    Assitant Activities And Volunteer Manager
    Sunrise Senior Living Apr 2009 - Jun 2010
    Mclean, Virginia, Us
    Key achievements:• Key part of the start-up team for the Sunrise community in Manchester. • Planned and implemented the events and activities programme. Always delivered the monthly activities programme within budget.• First AVC in the North West to organise art therapy and tai-chi sessions for the dementia community. • Coordinated the volunteer initiative and recruited over 20 people of all ages to contribute within the community. • Produced marketing content for the activities programme.
  • Deepstore
    Provisioning Specialist
    Deepstore Jun 2008 - Apr 2009
    Winsford, Cheshire, Gb
    Key achievements:• Built close relationships with key clients when handling requests for documents, case files, evidence and artefacts from the secure DeepStore archive facility.• Ensured the accurate and confidential completion of requests for high profile clients such as the NHS, Greater Manchester Police, The National Archives and Bodleian Library.• Worked with the Operations and Logistics teams to arrange for the secure delivery and collection of documents.• Complied with strict security policies and procedures when provisioning orders and communicating with clients.• Maintained storage records with meticulous detail using O'Neil records management software.
  • Cunard Line
    Sports Director
    Cunard Line Jun 2007 - Jun 2008
    Southampton, England, Gb
    Key achievements:• Part of the prestigious Queen Victoria start-up team, preparing the ship in port in Venice and playing an integral role during the maiden season.• Planned and delivered all aspects of the guest sports and activities programme on board the luxury Queen Elizabeth 2, Queen Mary 2 and Queen Victoria cruise liners.• Nominated for the White Star Service award for outstanding customer service during the Queen Victoria maiden world cruise. • Promoted to First in Charge of one of four Passenger Muster Stations, responsible for 40 crew and 700 guests in that area.• Coordinated embarkation with the Guest Services team, directing 2,800 guests to their relevant staterooms.• Worked with the Tours team to organise guests onto the correct offshore excursions. • Travelled all over the world and built lasting relationships with guests and crew from a variety of different cultures

Steve Wright Skills

Account Management New Business Development Managed Services Telecommunications Business Strategy Wireless Service Delivery Cloud Computing Itil Voip Saas Telephony Solution Selling Unified Communications It Service Management Service Desk Management

Steve Wright Education Details

  • University Of Liverpool
    University Of Liverpool
    Project Management

Frequently Asked Questions about Steve Wright

What company does Steve Wright work for?

Steve Wright works for Ser Group

What is Steve Wright's role at the current company?

Steve Wright's current role is CX Partner Manager.

What schools did Steve Wright attend?

Steve Wright attended University Of Liverpool.

What skills is Steve Wright known for?

Steve Wright has skills like Account Management, New Business Development, Managed Services, Telecommunications, Business Strategy, Wireless, Service Delivery, Cloud Computing, Itil, Voip, Saas, Telephony.

Who are Steve Wright's colleagues?

Steve Wright's colleagues are Alexandra Krátki, Ricardo García Peláez, Yasar Celik, Yasmin Al Daas, Elsinkio Elson, Elli Moss, Saif Khan.

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