Colleen McGuirt
Customer Success Manager @Trace3
Signup · Get unlimited contacts
WORK HISTORY
Customer Success Manager @Trace3
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
Michigan State University
Bachelor of Arts (B.A.), Elementary Education and Teaching
ABOUT COLLEEN MCGUIRT
Customer Success Manager
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.