Synchronoss TechnologiesSenior Client Delivery Manager
Jan. 2007 - Dec. 2018New Jersey, United StatesSoftware and services company providing backend software for the telecom industry. 1200 employees globally providing backend provisioning for telecom web sales, cloud storage solutions, onboarding and data transfer services. Sr. Client Delivery Manager, Sequential BPO, Bethlehem, PA 2017 – 2018
Owned primary client (90% of revenue) accounts including P&L, contact center best practices, client management, renewals and account growth. Executed transition with client from subsidiary to wholly owned company. Drove all client interactions including contact center KPI’s, client software onboarding and training and system issue resolutions.
- Grew service adoption 30% in 18 months Sr. Client Program Manager, Synchronoss Service Delivery, Bridgewater, NJ 2013 – 2017
Ran Fortune 10 Telco client programs. Led a 10-person team with responsibility for 1500 employees and contractors globally. Delivered client goals by driving software solution enhancements and being the voice of the customer within the organization. Built enduring, consistent client relationships from contracts, system and operational onboarding. Headed yearly iPhone launch readiness to ensure seamless 10x transactions and 750% increase in capacity. Managed P&L, forecasting, staffing
- Grew accounts +$10M YoY for 7 years straight
- Increased order automation from 50% to 95% in 24 months Program Manager, Synchronoss Service Delivery, Bridgewater, NJ 2007 – 2013
Managed the scalability and enhancement of services and software for the $20M AT&T eCommerce Program portfolio. Drove program direction for 600+ customer service team members in 10 international locations