Technical Account Manager Resume

Title
Technical Account Manager

Primary Skills
Diverse experience in IT, customer service, manufacturing and engineering with entrepreneurial style.

Location
US-MA-Taunton

Posted
Feb-12-09


SUMMARY OF QUALIFICATIONS

Pre-Post sales customer service professional with experience in business problems. Diverse experience in Information Technology (IT), customer service, manufacturing and engineering with entrepreneurial style. Proven ability to communicate complex technical hardware and software problems, escalate appropriately, implement solutions and drive problems to successful resolution.
* Responsive to the needs and requirements of multiple customers direct and channel partners.
* Proven ability to earn the trust and confidence of team members and customers through continual relationship building.
* Strong sense of urgency, tact and professionalism.
* Demonstrated ability to work with people having diverse areas of expertise.
* Working knowledge of IT environments.

PROFESSIONAL EXPERIENCE

3COM CORPORATION, Marlboro, MA 2007-2009
Technical Account Manager/Service Sales Manager
Owned responsibility for providing technical and account management assistance and guidance to 3COM's major accounts as assigned. Acted as Customer Service Ambassador to the customer/partner and as the customer's representative within 3COM .
Worked closely with the Account Team and Customer Service Technical Support and Management to identify and respond to customer issues for resolution. Developed customer relationships and acted as a Sales Enabler to drive revenue with 3COM's Business Solutions. Ensured maximum correlation between customer requirements and 3COM service delivery to ensure customer expectations are exceeded.
* Held responsibility for critical technical management with national account partners, achieving 30% increase in Customer Sat score.
* Achieved 130% of quota for sales of service contracts, training and Professional Services within assigned territory.
* Complied and produced a weekly Executive Level Report on Critical Technical Accounts that impacted the company and/or the customer.
* Traveled to customer and partner locations, as required, to present the Global Service Offerings and problem resolution.

SUCCESSFACTORS, San Mateo, CA 2006-2007
Customer Support Advocate
Responsible for front line customer care support for the leader in the Employee Performance Management software space. Functioned as a blend between reacting to customer needs while proactively delivering ongoing value with solution management, ensuring a smooth transition after initial client implementation.
* Enabled increasing user adoption via product utilization.
* Maintained client ownership and issue resolution for the software as a service (SaaS) product.
* Became proficient in the propriety software offering of the company utilizing instructor led training and self study.

EGENERA CORPORATION, Marlboro, MA 2005-2006
Critical Technical Account Manager
Controlled the management of critical issues for all Global accounts when significant impact to the customer of Egenera is known. Managed all open cases and owned problem resolution plans, timely ticket updates, project management of implementation and upgrade activities. Prepared and delivered post mortem reports. Represented Egenera in a professional manner projecting a "larger than life" impression of Egenera's support services at all times.
* Transformed the existing escalation process globally through centralized point of contact for prioritization and escalation of all critical customer issues. Resulted in improved efficiency and effectiveness.
* Maintained awareness of existing or potential customer software and hardware situations. Proactively alerted customers and management of potential problems based upon strong working knowledge of software and hardware compatibility within the customer's environment.
* Compiled and produced daily Executive Level Reports on Critical Technical Accounts that impacted the company and/or the customer.
* Updated and published the Issue Resolution Plan for each Critical Technical Account.

USRV, Berkley, MA 2003-2005
Salesperson
Salesperson for multiple lines of luxury recreational vehicles, selling to a discriminating high-end customer. Responsible for complete sales cycle from prospecting to delivery.
* Attained recognition for salesman of the month five times.
* Produced largest grossing sales in company history.

EMC CORPORATION, Hopkinton, MA 1999-2002
Corporate Customer Support Manager (2000-2002)
Managed corporate support on all customer issues within an assigned geographical region. Customers included many of the Fortune 100 corporations. Managed and "quarterbacked" the internal process and workflow needed to ensure customer satisfaction.
* Achieved consistent performance - 97% CSAT rating - by managing business and technical support issues on mature and new products. Exceeded customer expectations per survey results.
* Maintained daily updates to CRM real time database for sales, engineering, corporate quality, customer service and executive level of the company. Managed up to 15 Level-1 (critical) cases and up to 20 Level-2 cases at any given time.
* Recognized as the key player in restoring the data infrastructure to many large financial institutions post 9/11/2001.

Software Support Center, Analyst (1998-2000)
Applied high-level technical expertise to quickly resolve complex issues impact product performance directly with customers.
* Utilized Clarify call tracking system and Primus knowledge base.

KEEN CONSTRUCTION SERVICES, INC., Abington, MA 1986-1998
Owner/Operator
Owned and operated construction service business servicing more than 30 residential and commercial builders with up to 50 different construction sites.
* Grew business revenues to over $450K per year.
* Experienced in profit and loss, staffing, training, strategic planning, marketing and day-to-day operations of a 22 distributed employee service business.

PRIOR WORK EXPERIENCE

HAEMONETICS, INC.
Managed multiple discipline team responsible for product concept definition, architecture specification, product development, planning, vendor selection, make/buy decisions and introduction of a new generation of medical systems.

ELECTRO-SWITCH CORP.
Designed electro-mechanical switch gear for the company's product line to meet customer requirements, under the direct supervision of a lead engineer.

EDUCATION, TRAINING & AWARDS

BSBA, Marketing, Eastern Nazarene College, Quincy, MA
Microsoft Certifications:
MCSE, MCP, MCP+I (NT)
EMC - Rewards and Recognition Awards:
Four Level 4 (Highest), Two Level 3, Six Level 1, Key member of EMC team that worked the rebuild after the events of 9/11/2001.

Certifications
See above


You must be logged in and have a current resume access subscription. Login or Register »

Resumes in Taunton, MA | Resumes in Massachusetts

View other Technical Account Manager resumes, IT Manager resumes