Manage complex Enterprise level customers, providing SME (Subject Matter Expert) level training, escalation support and deep dive analysis. Tackle most impactful billing and accounts issues to drive scalable and long-term solutions for the successful financial cloud journey of our clients. Facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account managers (TAM’s), Sales, and Solution Architects. Identify continuous improvement opportunities, program manage Enterprise offerings, and leverage VOC to drive global strategic solutions.

Served as primary point-of-contact and customer advocate for a high-level, Enterprise customer base.Project managed a variety of technical, complex customer and corporate projects, including but not limited to wireline network installations and wireless deployments.Acted as a consultative partner, helping bring resources to solve complex customer issues and provide solutions.Led planning sessions, understanding customers’ business and driving successful outcomes.Managed team efforts, providing first-in-class customer experiences.

Represented the needs of global clients across the entire customer lifecycle, service acquisition through revenue assurance.Worked independently and in a senior leadership role, using senior-level judgment and influence to manage and resolve complex account issues.Performed a single point of contact, customer advocacy role that crosses multiple organizations, including Sales, Customer Support, Customer Care, Order Management, Network Services, Service Assurance, Revenue Assurance and Billing.Lead monthly Service and Operational Reviews and bi-annual/annual Business Review Meetings. Managed customer and internal escalations and communications and ensured proper process and protocols are followed.Managed customer performance metrics against customer Scorecard requirements. Project Managed and monitored ongoing efforts in a variety of areas, such as network performance, wireless deployments, process improvements, implementations and complex customer requirements.Oversaw and coordinated account team and extended departmental resources in supporting customer needs and providing optimum support to our global, multinational customers.

Responsible for business process development for all new go-to-market products, as well as ongoing process development and improvements for Sprint’s existing product line.Represented Strategic Market Sales Support in a variety of efforts, including input and decisions for functional requirements and process development.Other responsibilities included management of key Service Delivery metrics for Strategic Markets; this included the development of a monthly and weekly metrics report for the management team.Successfully lead and facilitated a variety of calls and forums including: The “What’s up Wednesday” bi-weekly Sales Support Call, the monthly TSA Engineering all-hands call and the weekly Strategic Management Call. These calls/forums improved communication and promoted knowledge sharing; keeping the teams on track with what we needed to be successful, while at the same time keeping key topics/issues in front of management.Acted as Strategic Lead for all training, working closely with our training department “The University of Excellence” to ensure our training needs were met.Other successes included leading the efforts for Data Product Simplification (DPS) for the Strategic Market; this included the development of a Job Aid and an Opportunity Pipeline Report.Also participated in the “Regional Point of Contact” (RPOC) team and represented the Strategic Market in efforts to restore services affected by Hurricane Katrina.