Gonzalez Fanord

About Gonzalez Fanord

Gonzalez Fanord is a performance-driven, strategic, and process-focused Customer Success…

Experience

1. Enterprise Service Delivery Manager

   Dataprise

   Oct 2021 — Present

   Program Management responsibilities: Organization, planning, scheduling, program strategy, reporting, proposal writing, and budget planning. Ensure optimal service delivery and customer satisfaction for an assigned set of Dataprise clients. Own customer outcomes delivery, including the full life-cycle from onboarding to service operations, by understanding the customers? success criteria and issues. Analyze and understand customer technical, business and organizational requirements and build that into a customer engagement strategy and scope. Utilize consultative skills and understanding of technology to explain Dataprise solutions. Collaborate with operational delivery teams to ensure agreed upon Service Level Agreements are met. Manage a small team of direct reports and understand, communicate, and enforce company-wide policies and procedures to staff as needed. Assist in the selection and training of new team members. Work closely with other departments at Dataprise to take feedback from the customer and/or Account Manager to improve service delivery. Validate and track the value delivered and expected outcomes of the Dataprise solutions. Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology. Collaborate with Dataprise partners during the service life-cycle and in delivering joint customer engagements. Work with the Account Manager to document and provide executive summary reporting to customers highlighting the work assessed during a given period of performance (monthly, quarterly, annually, etc).