| | | 20,000+ Fresh Resumes Monthly | |
|
|
| | Related Resumes Engineer Active Directory McKinney, TX System Administrator Active Directory Dallas, TX Help Desk Active Directory, Word, Excel, powerpoint, Access, Win Flower Mound, TX Service Desk Active Directory Dallas, TX System Administrator Active Directory Fort Worth, TX Active Directory Quality Control Garland, TX Operations Manager Active Directory Fort Worth, TX |
|
Click here or scroll down to respond to this candidateCandidate's Name
Little Elm, TexasPHONE NUMBER AVAILABLEEMAIL AVAILABLECandidate's Name LinkedInCAREER SUMMARY Sr. Customer Success ManagerCustomer obsessed Customer Advocate with extensive experience in customer service initiatives and dynamic team leadership and management. A proven ability to work effectively across multiple management levels up to the executive level. Exceptional organizational skills to manage effective escalations as well as work with different departments. Have an exceptional mindset to always exceed customer expectations, drive greater customer loyalty and trust which leads to greater satisfaction, retention, and growth. Proficient in highlighting product value by the individual, Departments, and organizational empowerment. Fluent in both English and Spanish languages (read/write/speak). Track record of fostering superior customer relationships and delivering outstanding services to realize organizational goals and objectives. Demonstrated success in facilitating onboarding and executing all purchased Microsoft Office 365 workloads and accomplishing customer success. Adept at addressing and troubleshooting technical issues regarding Microsoft software. Recognized for gathering and analyzing data to develop an in-depth understanding of client behavior, forecasting and virtually visiting current/prospective clients to evaluate needs or promote products and services.SKILLSBilingual Fluent in English and Spanish5 years experience of B2B SaaS Customer success, account management, and project leadership.5 years working with Microsoft Cloud products, processes, and policies in the following roles:oRelationship Manager (FastTrack Sr. Manager)oRelationship Manager (FastTrack Team lead)oRelationship Manager (FastTrack Manager)Customer-centric, customer-obsessed, and a customer advocate, Primary point of contact.Customers are my specialty and I have many years of negotiating within several of my past roles.Outside of the box thinker with astounding problem-solving skills.Excellent interpersonal skills and proven ability to use communications skills.Strong ability to work effectively across multiple management levels up to the executive level.Exceptional organizational skills to manage effective escalation with different internal Microsoft departments.Ability to exceed customer expectations and drive greater customer loyalty and trust which leads to greater satisfaction, retention, and growth.An overwhelming passion for delivering customer success.Flexible and adaptable to fast-changing and fast-paced environments.Great with Sales and upselling, Software as a service (SaaS), Customer Success, Training, Great Interpersonal skills, Time Management, leadership skills, Microsoft PowerPoint, and presentation skills.SOFTWARE PROFICIENCIESMicrosoft AzureMicrosoft Enterprise Mobility + Security (EMS)Windows 7, 8, 10Microsoft EdgeMicrosoft TeamsMicrosoft OneDriveMicrosoft 365 Apps including:oMicrosoft OutlookoMicrosoft WordoMicrosoft ExceloMicrosoft PowerPointoOneNoteWORK EXPERIENCEExperis/Manpower at Microsoft, Las Colinas, TXSr. Customer Success ManagerSept 2015 to Oct 2020As a Sr. Customer Success Manager, the primary point of contact and interface directly with our customers, partners, account teams, internal Microsoft departments, and peers located in different geographical locations to help our customers through the Microsoft FastTrack Onboarding process in order to deliver a consistent positive customer experience.Trusted customer advisor: Build strong relationships with our clients to understand their needs, requirements and ensure successful deployment.Understanding and document the clients current and future deployment, goals, translate high-level business requirements into functional requirements specifications, statements of work, responsible for setting clear goals, expectations and reaching set milestones within the required timeframe.Engage customers to identify onboarding intent, roadblocks, milestones, and hard deadlines for O365 workloads including EM+S deployment.Guaranteed customer overall health by delivering a seamless deployment plan, end-user Adoption.Strong project management skills with the ability to prioritize and re-prioritize, swiftly, on an as-needed basis.Managing Onboardings: with customer teams, and internal cross-functional teams such as sales teams, technical operations, solution architecture, and program/project management teams to ensure the relationship and projects stay on track, achieve the desired outcomes, and meet the contractual obligations to ensure successful deployment and customer satisfaction.Direct client/team meetings coordination of regular cadences, managing client engagement, account overall health through regular check-ins.Lead the clients through the FastTrack process, project plan objectives, initiation, assessment, technical remediation, change management plan, end-user engagement, acceptance, and adoption plan as well as data migration.Enhanced the overall experience by collaborating with partners/executives across the organization.Exceptional skills at promoting and highlighting products for implementation and onboarding.Exceed customer expectations and drive greater customer loyalty and trust which leads to greater satisfaction, retention, growth and, revenue.Engage with the Accounting Team (ATU) comprised of Account Executives (AE), Customer Success Account Managers (CSAM), Account Technology Strategists (ATS), and Modern Workplace Architect (MWA), among others).Ensure to always meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved.Project lifecycle experience with Agile and waterfall, initiation, planning, implementation, end-user training, adoption, and closing.Key Contributions:oTeam lead, Mentor, Training Team member, create new hire curriculum and training materials, help guide co-works, lead and assist with the new hire process for FastTrack.oFacilitated corporate customers/partners by steering all purchased O365 workloads and accomplishing customer success. Boosted revenue by demonstrating and increasing the products value, empower individuals/departments and organizations.oOversaw the onboarding of Microsofts Office 365 enterprise clients to the Microsoft Cloud and supervised the FastTrack Center during the onboarding, migration, and adoption process. Spearheaded Enterprise, Commercial, EDU customers (Universities and K-12), and government agencies local, state, and federal located in the US and Latin America.Modis Inc. at AIG Ft. Worth, TXTechnical Sr. Help Desk SupportJune 2015 to Sept 2015Support corporate and global users in (US, LATAM, EMEA, and ASPC). Administration of end-user accounts in, windows active directory, Novell, Citrix, Mainframe, and SAP environments. Provide support for security such as McAfee, Mobile device management, and administration in BlackBerry Enterprise Server, and AirWatch for Android, iPhone, iPad, and Blackberry.Administration of end-user accounts in Microsoft active directory, Microsoft windows server 2007 / 2008, Novell, Citrix, Unix, SAP, Mainframe, BlackBerry Enterprise Server (BES), AirWatch, and Good Environments. Support user accounts, deployment, migrations, installations, configurations, and upgrades.Support corporate applications such as McAfee, VPN, RSA tokens, Corporate Wi-Fi, Citrix Zen Apps, Agilent, Radius, and AIG corporate custom applications.Provide Mobility Management, Administration, and support of MDM Corporate solutions such as Blackberry Enterprise Server (BES), AirWatch, and Good for Android, iPhone, iPad, and BlackBerry mobile devices.Troubleshoot and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures, inform management team and team members of any Severity 1, Severity 2, and chronic recurring issues or incidents that may impact the business. Escalate issues to development teams, Network security, application-specific senior administrators for further analysis.Key Contributions:oDelivered superior end-user customer experience, 1st call issue resolution.oAssist co-workers with new technologies, BES server administration, and end-user account management.oMentor co-workers, organize and create training materials.Norgate Technology Inc. at Citi group Inc. Irving, TXBusiness Technical AnalystMarch 2014 to May 2015Liaison between US global command center operations technical application and, business groups and technology departments for the US, Latin America, EMEA, and Asia Pacific regions. Maintain an awareness of all command center workflow and automation, provide input to management on automation, enhancements, efficiency opportunities, and workflow optimization opportunities of alerts in addition to events, and faults tolerance on the firms 1000 + node infrastructure and applications.Responsible for being the primary point of contact and voice for Citis Command Center Infrastructure operations & technology organization.Manage cross-functional teams to influence peers, business groups, and business 3rd party partners on decisions that impact the command centers performance.Collaborate & negotiate with the business groups, and IT teams in the US, Latin America, EMEA, and ASPAC, to gather and define business requirements, strategic goals & capabilities, process analysis, document what is necessary for the goal of driving increased operational efficiency, business process improvement, and change control management.Project/Software lifecycle experience with Agile and waterfall, initiation, planning, implementation, executing.Lead and participate in conference calls to discover all details needed to create a complete detail of Business Requirements Document (BRD) or Report Requirements Document (RRD) as appropriate, and business group functional and non-functional requirements, verify requirements address business sector and corporate-specific goals, define, and formally document business requirements documents, Attend and participate in internal/external forums and risk committees to address deficiencies in technology solutions and operational processes.Conduct and participate in gathering end-user requirements and organizational skills combined with the ability to condense complex technical subject matter concepts into clear and concise ideas to effectively communicate with technical, non-technical, and senior management. Mapping the process with the existing functionalities and suggesting changes to improve efficiency, take a project from concept to development, trials, and production.Develop relationships with key stockholders, customers, business units, and senior management to identify emerging needs. Work with product developers, principal senior analysts, database administrators, network engineers, various internal product departments and 3rd party vendors, and clients IT Departments to ensure rapid resolution/implementation or ensure proper escalation for further analysis to meet service level contract agreements. Identifies strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.Key Contributions:oFacilitated the implementation of new software upgrades and functionalities for the business groups and Command Center processes.oImprove automation process execution efficiencies for corporate business processes in LATAM America to US automation.oConduct and participate in gathering end-user requirements, business group functional and non-functional requirements.EDUCATIONDevry Institute of TechnologyAssociate of Applied Science in ElectronicsPERSONAL AND PROFESSIONAL DEVELOPMENTCurrently working towards obtaining Microsoft 365 Fundamentals certification. |
