Suzanne Smith Email & Phone Number

Armonk, New York, Ny, Us

Manage a portfolio of small to large enterprise customers with a total monthly recurring revenue (MRR) of 300K. Oversee the successful delivery of managed services, including end-user support and hybrid cloud solutions, within the Platform Engineering division at IBM. Collaborate with engineering teams daily, run weekly operational meetings with clients and global teams, and create and present monthly performance metrics and quarterly business reviews to ensure alignment with our contractual commitments• Lead weekly meetings with customers and IBM engineering teams to review ongoing and upcoming projects, as well as day- to- day operational activities • Develop actionable plans based on meeting insights to ensure accountability, track progress, and drive continuous improvement • Monitor key performance indicators (KPIs) to identify trends and opportunities for improvement, driving strategic initiatives to enhance overall service quality and customer satisfaction • Analyze, and present performance data demonstrating service performance including key metrics and trends to support informed decision-making • Resolve challenges impacting service delivery through open communication and collaboration with both customers and technical teams • Identify opportunities to add value within existing services by optimizing operations and enhancing efficiency• Cultivate strong, trusted relationships with key stakeholders to foster long-term partnerships and ensure alignment with customer goals and objectives

Armonk, New York, Ny, Us

Aligned with Professional Services team in the Platform Engineering division at IBM, supporting 14 Service Delivery Managers and several hundred technical consultants on special projects and interim talent engagements across a diverse customer base. • People Partner to Service Delivery Managers: Provided strategic guidance on performance management, employee engagement, career development, retention, and resolution of HR-related challenges, including and managing performance improvement plans (PIPs)• Post- Acquisition Integration: Designed and delivered training materials and sessions to Service Delivery Manager and their teams, ensuring smooth integration into IBM’s culture, tools and processes following the acquisition of Taos by IBM• Policy Development: Collaborated with executive leadership, recruiting, and HR teams to create and implement the “bench policy” for the Platform Engineering consulting community, optimizing talent management and workforce utilization • Enhanced Engagement: Partnered with delivery manager to improve both customer and employee experience, ensuring successful project execution and a positive work environment • Career Development: Aligned engineers to learning and career planning tools, created customized learning plans that supported individual growth and aligned with organizational objectives

Boise, Idaho, Us

• Managed performance of 40+ customer-facing technical consultants, focusing on employee engagement, retention, and skills development ensuring alignment with evolving business needs • Advised the VP of Professional Services and Service Delivery Managers on key operational and HR strategic initiatives, contributing to improved team performance and business outcomes • Created the Career Development Manager role in collaboration with executive leadership, with a goal of enhancing the overall employee experience and foster career growth • Transformed the annual review process into a quarterly touchpoint, prioritizing continuous feedback to strengthen communication, accountability, and employee-manager engagement • Improved retention and internal mobility by collaborating with cross-functional teams to a build matrix aligned with Taos’ core values, creating a structured career ladder that included defined position profiles, promotion criteria, and associated rewards

Boise, Idaho, Us

• Led team of 50+ IT professionals, including project managers, DevOps engineers, system admins, support specialists, and network engineers, driving high-performance and collaboration across functions • Exceeded customer expectations by building strong relationship, proactively identifying client needs, and working closely with sales, delivery, and support teams to deliver tailored solutions • Collaborated with sales teams to shape and implement account growth strategies, managing major clients such as Apple, Google, Zoom, Pinterest, Facebook, Workday, and LinkedIn• Optimized collaboration and alignment by facilitating quarterly account strategy meetings with sales teams and executive leadership, driving consistent progress and strategic focus

Boise, Idaho, Us

• Managed full-cycle talent acquisition, including sourcing, screening, and hiring senior-level consultants, ensuring a strong fit for highly technical roles • Built and maintained a robust talent pipeline, carefully vetting candidates for both technical expertise and cultural alignment to meet position requirements.• Collaborated with sales teams and clients to present qualified candidates, facilitate interview process, and ensure alignment with hiring objectives • Extended offers, negotiated compensation and benefits, and successfully onboarded new consultants, ensuring a smooth transition into client environments

South Burlington, Vt, Us

Responsible for the oversight of daily operations for six franchise stores in San Francisco. Directed store managers and staff on operations, delivering great customer service, and meeting targeted sales goals