Europe-middle-east-africa /crm Manager
Led EMEA account support issues, interfacing between the customers and engineering to drive for resolution for the top 10 channel partners, in over 10 countries (France, Poland, Spain, UAE, Netherlands, South Africa, Rumania, Italy, and North Africa). Provided analysis of incidents for process improvement.
- Setup logistics for EMEA repair house in Poland, reducing cost of shipping and replacing defective units.
- Trained team to use our tools, provided on-going management of the relationship.
- Managed the relationship with key OEM partners (i.e. Avaya). Conducted weekly meetings to review open and new issues and drive for resolution with our engineering team. Closed all issues.
- Planned and coordinated the implementation of RightNow Technologies CRM software, including migration of the existing knowledgebase within 60 days.