Director of my own professional Firework Display company.

Director of Apex Events Team Ltd. We provide a new take on events in the UK with pyrotechnics at the core.Our multi-venue multi-activity events attract audiences from 3000-10000 and are managed by just two of us. My co-founder and I strive to create a unique event experience that allows local communities and businesses to come together for a celebration of light, sound and fire.As the organiser of these events, I am responsible for risk assessing, event planning, marketing, ticketing and ensuring all guests have an exceptional experience. As an experience driven event, what happens on the day is important but how our guests feel afterwards is what gets them to come back. Using my career in customer success, there are some transferable skills that allow us to really ensure our customers enjoy and engage with what we do.

I am responsible for both our customer and venue success when dealing with Firework & Event customers including private clients, corporate clients and large public events. This role allows me to personally navigate some of the necessary evils of large scale event planning for my clients. Striving for the best outcomes and providing a world class service to match the world class and class leading events that we coordinate.

Outside of my role as a Customer Service & Success Manager I work as a display manager and pyrotechnic consultant for Chase Lane Fireworks.We are a vibrant and agile professional firework company specialising in high energy firework displays. We keep our costs low and margins smaller meaning we can put more bang into a show for the buck.Skills include project and event management, customer relationships management, good communication skills, a keen eye for detail and safety and being able to communicate to all people of all backgrounds. As an individual who loves communicating, I often do a lot of the firework business comms either on social media or writing of proposals.

As per Auth0 only reflecting change of company name post Aquisition.ResponsibilitiesHelp customers achieve their technical objectives by delivering timely technical guidance, enablement and best practices materialsBe a product evangelist to your customer portfolio, educating them on new Auth0 features and product roadmapBuild long-term relationships with the stakeholders in your portfolio of companies, and deeply understand their strategy, goals and plansTrack customer goals and progress to help facilitate their ROIMonitor customer health, satisfaction, expansion opportunities, risks and escalationsWork with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoptionUse data to monitor and identify adoption and utilization trends. Identify areas for improvement and action in the customer portfolioBe the voice of the customer when engaging with internal teams

Responsibilities:Help customers achieve their technical objectives by delivering timely technical guidance, enablement and best practices materialsBe a product evangelist to your customer portfolio, educating them on new Auth0 features and product roadmapBuild long-term relationships with the stakeholders in your portfolio of companies, and deeply understand their strategy, goals and plansTrack customer goals and progress to help facilitate their ROIMonitor customer health, satisfaction, expansion opportunities, risks and escalationsWork with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoptionUse data to monitor and identify adoption and utilization trends. Identify areas for improvement and action in the customer portfolioBe the voice of the customer when engaging with internal teams

My current role at Trend Micro includes but is not limited to the following duties:- Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture.- Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.- Acts as a trussed advisor to the accounts you are aligned to through a consultative sales approach to understand their business needs, issues and strategies.- Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.- Responsible for all proactive communications regarding product and support program information, support ability issues and strategic product plans.- Acts as an extension of the customer’s IT team in a consultative role related to Trend Micro change management activities, security assessments, operational improvements, and as a project manager for new deployments of new solutions or upgrade activities.- Ensure continued alignment with and the objectives of the product sales team.- Negotiate, document and communicate a governance structure for the accounts ensuring all parties (customer, partner, Trend Micro) understand what they will be held accountable for in the customer relationship.- Ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists.- Review service delivery failures and produce incident reports when required.- Manage customer escalations and requests to ensure efficient resolution by collaborating with technical support, operations and engineering teams.- Drive continual process improvements to achieve business goals and maximize customer service- Maintain an intimate understanding of Trend Micro support and service capabilities.

My main duties included but were not limited to the following:- Own and manage the technical support and services relationship with a number of key customers.- Provide relationship and technical account management for high profile Sophos customers, as outlined in the Support Lifecycle for high touch accounts including but not restricted to:- Monthly Checkpoint Calls and Support Case Reviews- Quarterly onsite Account Review Meetings- Annual Health Checks and Planning Meetings- Proactively monitor support cases for my customer accounts ensuring all are progressing at agreed levels at all times and are escalated as applicable.- Escalate incidents appropriately by collaborating with the Global Escalation Support team, Technical Support Management and other departments within Sophos, providing executive updates to C-level contacts internally and within the customer.- Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.- Create and help maintain customer documentation such as welcome packs, customer flyers, terms and conditions.- Proactively produce support communications for your accounts on recent virus alerts, product releases, best practices and new information.- Ensure customers are championed within Sophos with regards to product management, development and Sophos Labs.

I am responsible for ensuring that our clients embark on a smooth and efficient implementation project. It is my primary duty to co-ordinate the project and make sure that relevant parties are empowered to do the relevant tasks. My skills in this role include but are not strictly limited to the following:• Work with all interested stakeholders to ensure the implementation is tailored to the clients direct and indirect needs.• Communicate and meet directly with sales, provisioning, customer service and support teams to identify client needs.• Utilizes project management methods and tools to ensure that the Implementation process is completely defined and on schedule.• Maintain detailed documentation on client interactions and weekly project status meetings.• Customize and deliver training for new clients.• Keep up-to-date and proficient on all existing products, processes, procedures and system enhancements as well as any new product rollouts.• Provide technical support to the new clients and test all configurations prior to roll-out.• Provide cross-collaborative support on ancillary projects.• Strong organizational, presentation, and customer service skills.• Assesses project performance and communicate lessons learned to the project management team.

My versatility and dedication to my Support role led to me being made a senior on the team. Management and colleagues recognise me as a go-to person for technical troubleshooting at an advanced level but without a compromise on my customer service. I have strong knowledge of DNS, HTTP/HTTPS, SMTP, POP, TLS/SSL protocols. I specialise in our hosted endpoint protection products which are Cloud Managed antivirus software. I am therefore proficient in creating/administering filtering rules and security policies. I make use of VMware and have further skills in remote desktop support as symptom of my service specialism. As a senior, I am required to assist others when troubleshooting issues. I offer politeness and professional assistance to my colleagues and customers alike and like to make sure the responses provided meet the expectations of my service user.

After starting my tenure at MessageLabs (and shortly after Symantec.cloud) I engaged in a series of training workshops. From day one I have learnt something new about my role to allow me to better focus on my daily tasks.The support role at Symantec.cloud has meant that my understanding in many areas has improved, and new skills have been acquired. I am as a result of this role now proficient in diagnosing and troubleshooting complex customer issues. I am capable of doing this via any support medium be it telephone, email, IM/Chat, or portal based support queries. I have the ability to troubleshoot problems associated with Web Security and access (proxies, URL filtering), Email Security and delivery (anti spam/anti malware, delivery problems, exchange configurations, TLS, content scanning), IM Security and connections (3rd party and our own solution), Endpoint protection products (Norton/Symantec Anti Virus, cloud managed equivalents, backup products) and Symantec.cloud specific issues relating to our online portals.As a department, our primary tasks are to:Pro-actively monitor, acknowledge and diagnose issues with customer email and web services, hosted endpoint services and archiving solutions.Troubleshooting customer issues and providing world class support and customer service.Identify major incidents or call trends and be at the focal point to ensure clear communication with the global incident manager.Act as a first point of contact for customers requesting support and ensuring appropriate support is assigned.Many of my competencies cover the comprehensive support and analysis of these technologies:Basic routers, switches and firewall support.DSL, leased and Ethernet connectivityLAN/WAN, DHCP, TCP/IP, MPLS routingPOP/SMTP email, domains and DNSMultiple Windows client/server operating environmentsHTTP/HTTPS, TLS/SSL protocol understanding.Basic exchange configuration.Endpoint security support.

After an initial probationary period as a customer service representative at Star, I made an internal employment change to work within the Service Desk environment. My reasons for this change were to pursue an ongoing career in dedicated customer service coupled with technical support. My duties included customer service tasks as before but with the ongoing need to provide a fast and efficient technical support service to the majority of Star customers. This included support of the following:Connectivity (DSL, LL, ISDN), Email (exchange, lotus notes, MessageLabs scanning services), Fax to Email (Stars own product), Internet resolution (DNS, DHCP, TCP/IP) and also a high degree of general customer support and re-assurance.

During my initial probationary period at Star I was employed as a customer service representative. My main duties included maintaining strong corporate relationships with many of Star's clients, but also ensuring their customer service needs were catered for. During this period, I invested a lot of time learning about customers needs and have furthered my customer service technique to reflect customer demands.