Technical Customer Success Manager

Serve as the primary escalation point across sales, engineering, field operations, finance, and external vendors, aligning technical scope with commercial budgets and customer expectations. Manage the full lifecycle of enterprise AV and collaboration environments while translating customer operational needs into tailored technical designs.

Build customer success plans covering adoption, technology consulting, preventative maintenance, account health, and renewal preparation. Support enterprise deployments across Microsoft Teams Rooms, Zoom Rooms, Google Meet, Cisco, Crestron, Q-SYS, and Logitech ecosystems, including network requirements, resource accounts, licensing, and credentials.

Improved operational performance by implementing structured accountability and mini-project workflows that reduced active ticket backlog from approximately 90 tickets to 27. Standardized service delivery through reusable customer communication templates, preventative maintenance checklists, and cross-departmental handoff documentation.

Led enterprise software implementation initiatives across cloud and UCaaS platforms, including Zoom, RingCentral, and Zoho CRM. Managed key enterprise customer accounts and advised business leaders on cloud strategy, system configuration, user onboarding, and technical alignment.

Engineered custom software workflows and automation solutions to streamline client operations and drive measurable business improvements. Designed and executed a business continuity plan that transitioned a 60-plus employee organization to a fully remote operating model with zero service disruption.