Tim Monaco Email & Phone Number

Plano, Texas, Us

- Administrator of a ChurnZero deployment, user adoption and enablement across 150 users.--- Drive recurring enablement sessions across user base--- Recurring executive presentations covering user adoption, problem triage, feature implementation via SDLC.--- Integrate ChurnZero with Qualtrics to compliment Customer Success and CSAT/PSAT/NPS initiatives.- Drive the creation of an evolving Customer Health score implementing actionability on scoring changes.- Develop and operationalize a Customer Success outbound client engagement model.- Reduce churning Accounts by developing sound Account ownership handoff processes.- Drive workflows around visualizing customer telemetry trends and prompting outreach for proper customer deployment(s); onboarding program.- Configure multiple cross product integrations using BigQuery and Hightouch to simplify the Customer Success client picture. Consolidate Support tickets, health motions, telemetry, health checks in a single consumable interface.

Boston, Massachusetts, Us

-Directly managed Gainsight administrators and led the deployment, adoption, and growth of Gainsight across Customer Success, Technical Account Management, Managed Services, and Customer Onboarding. -To foster the SDLC of Gainsight, I led the build out of JIRA AGILE projects and served as the Scrum Master assisting in ingesting user requests across departments, prioritizing based on business needs, scheduling for implementation and reporting progress to stakeholders.---Led a 5x Gainsight product adoption growth over 3 years.-Partnered with Business Intelligence to develop an overall customer health score.-Partnered with Onboarding to revamp the customer information collection process from pre to post sale in Salesforce; integral in developing Rapid7’s customer onboarding journey.---An understanding of the full customer sales UX and lifecycle is important to implement an onboarding program and further integration points through Custom Success toolsets.-Developed Workato integrations across Rapid7’s technology footprint to automate daily repetitive tasks across different business units for information standardization and collaboration. (Slack, SFDC, Google-suite)-Continued evolving tools and user adoption associated with Calendly, Workato, JIRA and Google-suite (Google-docs, Google-slides, Google-sheets, GMail).---Led a 10x Calendly product adoption across Services and Support over 5 years.

Boston, Massachusetts, Us

-Served as Program Manager for the investigation, acquisition and deployment of new virtual training software used by Professional Services consultants and customers (CloudShare, Cornerstone) to accommodate customer growth. Cloud virtualization sandbox and Learning Management System put through a volume of ~1,500 users and ~300 training programs per year; a multi-million dollar training program. -Developed Google-suite automations(JavaScript) that integrated those services (Slides, Docs, Sheets) for centralized workflows to automate repetitive tasks for Project Managers and customers. (SOWs, Google Slides project plans, backlog drawdown campaigns, et al)-Continue to manage the multi-million dollar Open Enrollment training program and product certifications via Learning Management Systems as initially built out from my PM / Ops Coordinator role.-Continue to support & grow custom Netsuite workflows for peers as built from my PM / Ops Coordinator role. -Identified, acquired, standardized, deployed and enabled users on customer facing scheduling software across the Project Management Professional Services department (Calendly); a notable time, UX and logistics efficiency gain across Project Management.

Boston, Massachusetts, Us

-Managed high volume-low duration customer engagements cross-departmentally. Focus on directly communicating with the customers about their products and Professional Services purchases. ---Ensuring timeliness of delivery and customer satisfaction. ---If necessary, escalate client concerns and work to remediate issues internally and externally. ---Extensive Netsuite SRP use for full lifecycle tracking. -----Focus on building out recurring reporting and tracking for and across KPIs.-Owner in rolling out a new training offering titled “Open Enrollment Training” and product Certifications; training program was a million dollar business in its first year.-Build and maintain virtual training environments for consultant’s use to train customers. This work required knowledge on vSphere, vCloud, vCAC, computer networking, VMware product suite, virtual machines and related virtualization and cloud technologies.-Oversee Rapid7 yearly onsite conference training with ~100 customers. Responsibilities involved working directly with customers, Rapid7 product instructors, Marketing, training facility vendors, and ISPs to run a successful Rapid7 conference.-Supported other PMs and OPs Coordinators based on my technical expertise and time as a security consultant by enhancing Netsuite Project Management workflows via custom system dashboards, custom SQL database KPIs, and configuring HTML email templates.

Boston, Massachusetts, Us

-Led remote and onsite travel to customer sites to deploy and train customers on Rapid7’s product portfolio.---Focus on integrating product portfolio into existing customer technology footprint.---Use ILT and web conferencing tools to conduct remote sessions with customer audience sizes ranging from 5-20 users.-Support and write scripts written in Ruby & Python to interface with product APIs in an effort to build automations and integrations outside of native product functionality.-Build training materials and instructional guides used across the Consulting department for customer training.-Escalate customer feedback working with engineering, product management, sales and customer success to assure the voice of the customer is heard.

Boston, Massachusetts, Us

-Phone and web conference support for enterprise level applications (Nexpose and Metasploit) to an international customer base.-Tracked, triaged and resolved customer inquiries via ticketing systems in Salesforce and Netsuite.---Uncovered & resolved issues through manual & automated log analysis on Windows/Linux.---Built out reports and dashboards across different KPIs through technical support.---Conga Composer power user focused on building Customer Success technical support snapshot insights.-Escalate customer feedback working with engineering, product management, sales and customer success to assure the voice of the customer is heard.

Indianapolis, Indiana, Us

Springfield, Ma, Us

Roles included supporting both student and faculty computers during the 2010-2011 academic year. Support included both OS level software alterations to allow for continued functionality along with hardware replacements for faulty components. Primary operating systems were XP, Vista, Windows 7 with a small amount of OSX troubleshooting. Other projects included deploying new desktop work-stations to faculty throughout the year while creating internal knowledge base article to assure continued efficient work-flow for other support hires.

Springfield, Ma, Us

-Diagnose and fix hardware and software issues relating to desktop and laptop computers across student and faculty body.-Supported user's technical problems over the phone, in person, and through remote login support software.-Used enterprise operating system imaging software in order to deploy new desktops to faculty.-Developed documentation for procedures done in order to train fellow employees.Employed part time with a lightened year of IT related courses.

Bachelor'S Degree, Computer And Information Systems

Network And System Administration/Administrator