Colleen McGuirt
Customer Success Manager
- Role
- Customer Success Manager at Trace3
- Location
- Erie, CO, US
- LinkedIn followers
- 500 followers
Experience
Customer Success Manager
Apr 2025 — Present
Managed service transitions for 9 enterprise clients, representing $130K in monthly recurring revenue (MRR), ensuring full knowledge transfer and seamless onboarding- Supported daily operations across Tier 1–3 NOC, SOC, and support teams, maintaining 99% SLA response compliance, with urgent tickets averaging a 4-minute response time and standard tickets at 20 minutes- Conducted quality assurance reviews and ticket audits in FreshService and Splunk to ensure compliance with service standards. Leveraged analytics to identify recurring customer issues, categorize ticket sources (human vs. system-generated), and prioritize urgent, high, medium, and low-severity incidents- Developed and delivered Quarterly Business Reviews (QBRs) for C-level stakeholders, using Splunk dashboards and reports to highlight SLA adherence, incident response trends, and opportunities for strategic improvements.
Education
Michigan State University
Master of Arts (M.A.), Literacy Specialist
2014 — 2016
Michigan State University
Bachelor of Arts (B.A.), Elementary Education and Teaching
2008 — 2012
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