LiveCareer-Resume

sr customer success account manager resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Supportive and empathetic professional with 25 years of experience working in Information Technology. Successful history of being an agent for change within a customer. Focused on helping customers achieve their digital transformation. Excellent communication and organizational abilities. A Self-motivated problem solver, with an excellent work ethic, and a growth mindset.

Skills
  • Customer obsessed
  • Growth mindset
  • Increasing revenue growth year over year on major accounts
  • Exceeding quota for major accounts
  • Excellent customer facing skills, people person
  • Ability to quickly become trusted partner, from product knowledge through delivery
  • Deliver effective communication and consultation skills
  • Build valued relationships with Microsoft Field Teams
  • Communicate effectively with support and product groups
  • Experience in planning and deployment of over 75k seats to Exchange Online
  • Ability to discuss solutions and technical architecture in Microsoft 365 and other Microsoft related technologies
  • Problem Solver
  • Ability to remove roadblocks, so customers can move forward with cloud adoption
  • Constantly learning learning new products and features to keep up to date
  • Experience with enterprise level cloud and hybrid infrastructures, migration and technology management
  • Ability to quickly find resources as needed
  • Able to discuss and work in GCCH with customers
  • Team player
Work History
Sr Customer Success Account Manager, 07/2020 to Current
Nice SystemsDenver, CO,
  • Customer Outcome Obsessed through driving customer cloud adoption
  • Create customer value by accelerating cloud consumption/usage, supportability, and influence upsell
  • Deliver easy and connected experience and build trust through customer centricity
  • Improve customer experience with technical intensity and actioning customer feedback
  • Orchestrate collaboration across CSU to drive better customer outcomes through cross cloud solutions delivering on One Microsoft value
  • Acceleration of customer business outcomes and business transformation
  • Enduring, trusted advisor dedicated to 3 clouds and broker for technical resources
  • Reduced escalations and more focus on value-add workloads
  • Improved coordination of Account planning motions
Sr Technical Account Manager, 03/2013 to 06/2020
MicrosoftCity, STATE,
  • Create trusted advisor relationship with key stakeholders within customer organization
  • Create trusted and valued relationship with with ATU and STU
  • Being agent of change, by articulating the case for change and helping customers realize improved business impact of appropriate use of Microsoft services
  • Responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within shared accounts
  • Responsible for profitability of services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth
  • Strong knowledge in entire support services portfolio and can articulate value of these services to customers
  • Partner with customers to ascertain their IT priorities in order to develop a long-term strategy for service delivery that aligns to their business objectives
  • Being literate and conversant on Microsoft technology, method and procedures for its application
  • Responsible for excellent delivery of services across entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services
  • Use Strong communications skills and imaginative, bold thinking in all situations
  • Display executive presence and confidence to manage executive relationships internally and with customers to create business transformation
Supervising Systems Technician, 08/2001 to 03/2013
Clark County District Attorney's OfficeCity, STATE,
  • Oversee day to day operations of the Family Support's IT department, this included help desk, desktops and servers, call center application support, access control and security camera systems
  • Selecting new technologies for the office to use
    Work daily with leadership team to provide strategic planning for the office, both from IT and general management perspective
  • Take business needs and translate those into IT requirements, and able to IT needs and build business justifications for them
  • Prepare annual IT budget needs along with long term forecasting of IT costs up to five years
  • Project manager in charge of relocating 350 staff to new 100,000 sq. ft. location, this included data center build out, UPS systems with generator, server expansion, network design, data/electrical placement, access control, deployment of 350 PCs, and AV systems
  • Project manager for a domain migration of over 700 users and 80 servers
  • Project manager and technical lead for new contact center application for over 25 agents, including voip softphones, IVR and voicemail
  • Project lead for email migration from Exchange 2003 to Office 365
  • Areas of responsible are IT purchasing, asset management, local agency security officer, information security coordinator
  • Serve as a backup system administrator when needed
  • Vendor relationship management, meet on frequent basis to keep current on latest technologies and offerings
  • Member of management team and called upon to offer solutions on several different aspects of the business
  • Communicate on a daily bases with other County departments and State agencies on IT related issues that affect the District Attorneys Office or that have an impact county wide
  • Served on several RFP boards and technology committees to help determine the best technology solutions for the County DA's Office
Education
Graduate Certificate in Public Management: Public Administration, Expected in 2012
University of Nevada Las Vegas - Las Vegas, NV,
GPA:
Bachelor of Applied Science: Management, Expected in 2008
Nevada State College At Henderson - Henderson, NV
GPA:

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Resume Overview

School Attended

  • University of Nevada Las Vegas
  • Nevada State College At Henderson

Job Titles Held:

  • Sr Customer Success Account Manager
  • Sr Technical Account Manager
  • Supervising Systems Technician

Degrees

  • Graduate Certificate in Public Management
  • Bachelor of Applied Science

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