Global executive responsible for Customer Success, Technical Account Management, Customer Support and Customer Experience.

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Leading Go To Market activities for Cloud, Cyber Security, and Application Delivery for the Americas team.I partner with executives to monetize their cyber security platforms in the Service Provider and Cloud Services market. Drive strategy to increase partner compliance, security and workload protection services.

Responsible for overall satisfaction and revenue growth with Armor’s global customer base, with substantial energy spend on revenue potential for Armor services.Work with companies that have multiple decision makers/owners that have buying decisions for Armor cyber security services.Develop cross functional strategy for account retention and revenue growth for a broad multiple product solution set.Be the owner of the client, through retention, growth, and maintain a living client journey strategy through account planning and management.Able to effectively convey the value of Armor’s products and service, explaining their purpose and performance and how they provide secure and compliant outcomes.Develop a team of technical account managers, sales account managers, customer success managers, and onboarding project managers; focus on removing road blocks and provide a clear and concise strategy for each team member that enables the organization to achieve every goal set forth by executive leadership.Support ongoing relationships with existing clients globally, address escalations to resolution and up-sell new product and services matched with identified client needs and requirements.Utilize Armor resources to support and maintain consistent sales volume with current customer base.Understand customer’s long-term business and increase level of contact within customer’s organization, maximize client satisfaction, and identify new opportunities for more effective account support.Develop service and product knowledge to properly advise clients on Armor service and product offerings.Lead strategic account planning with clients.Analyze churn, reduce loss, action upon closed loop feedback.Leads executive business reviews with clients, work in coordination with the Client Service Management organization on execution against the client program.Interact with several internal departments, including Sales, Marketing, Security, Customer Support, and Sales Engineering.

Leading consultant for technical and operational relationship between Verizon Terremark and key strategic cloud clients.Provide subject matter expertise for enterprise cloud portfolio during pre-sales, sales and post-sales activities.Proactively identify network, storage, security and process issues within assigned client infrastructure.Review, approve and communicate cloud infrastructure changes to client contacts ranging from associate to executive c-level.Lead problem investigation and bridge operations during severe service outages.

Management of reporting and business value analysis between client and IT service provider.Design, review and implement new service processes that increase productivity and efficiency.Prepare incident analysis summaries for executive review after major impact outages.I am responsible for driving process improvements which align strategy and support the Operations team. I am active in the design of processes that improve efficiency and effectiveness to both service support units and client end user computing base.I work with IT leaders and business managers to improve existing processes, operational strategies and reduce roadblocks for internal groups impacted by change. My duties include communication management, process improvement and development, team leadership, project management, systems analysis, change control, surveying and reporting, effective communication and exchange with internal customers and external client business management. This role is viewed internally and externally as both a process expert and subject matter expert across multiple disciplines and I act as an internal consultant and advocate.Project plan development including both technical and administrative business requirements, timelines and benefits