Greg Pittsford

Experience

1. Client Services Manager

   Verizon Business

   Feb 2017 — Present · Seattle, WA, US

   Provides a technical relationship governance, support for high complexity clients, and analysis to solve a wide range of issues. Accountable for the post-sales technical relationship with the client; overseeing the network health of Verizon Services. Specializes in technical network-based needs and accountable for developing and executing on a technical service strategy that will ensure an outstanding customer service experience. Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area. Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Provides technical support relative to contractual commitments and SLA’s. Additional duties as a lead/mentor to subordinate positions. Responsibilities include: Performance Management, Problem Management, Risk Management, Capacity Management, Complex Root Cause Analysis, maintains compliance with customer contractual commitments, governs reporting and Service Level Agreements (SLA’s)/ including setup and optimization, to assist in the coordination of the establishment of customer specific Service Plans with strategic focus on Continual Service Maintains regular communication with assigned customer contacts to understand and manage performance / service expectations. Responsible for identifying opportunities that can defend and drive new revenue growth Develop detailed root cause analysis or reason for outage reports in response to critical customer outages or catastrophic network issues Develop a detailed working knowledge of the clients’ operations, and have the ability to work through technical challenges by collaborating with Sales and Service Leads to develop solutions to everyday problems.

Education

• Olympic College

  Associate of Arts (AA), Business Administration and Management, General

  1981 — 1983

Skills

• Hosted Services
• Upselling
• Selling
• International Telecommunications
• Escalation
• Wireless Technologies
• Mpls
• Sip Trunking
• Frame Relay
• Sales Process
• Ip Vpn
• Consultative Selling
• Cloud Computing
• Co-Location
• Data Services
• Telecom Sales
• Carriers
• Telecommunications
• Metro Ethernet
• Sales Operations
• Customer Retention
• Sales Support
• Solution Selling
• Telephony
• Hosted Voip
• Sales
• Avaya
• Network Services
• Voip
• Voice Over Ip (Voip)
• Pri
• Billing
• Managed Hosting
• Managed Services
• Quotas
• Account Management
• Exceed
• Colocation
• Telecom Expense Management
• Communication Solutions