Mark Farrell

About Mark Farrell

Primary Responsibilities• Build and cultivate strong relationships with partners and key customers to drive the successful use of Rocket software and deliver real customer value. • Track and report on key metrics for client success by closely monitoring product usage and conducting regular reviews with key contacts. • Document findings from client interactions with the ability to effectively communicate and advocate internally for their needs.• Maintain deep expertise of the Rocket Solutions and best practices to make valuable contributions to assigned accounts. • Manage the process and coordinate internal resources to effectively address customer satisfaction and the escalation of issues.• Identify upsell opportunities and contribute solutions that positively impact the growth potential, ideally becoming a trusted advisor to the clients driving software planning.• Develop and improve scalable processes and efficient tools to achieve meaningful interactions with partners and key accounts.• Leverage knowledge of Rocket to work across groups, influence stakeholders, resolve issues, and manage risk.• Interact with Product Development or Product Management teams to improve on current product design, or to identify possible problems, bringing intelligent feedback and recommendations from partners or key accounts.• travel to client sites.

Experience

1. Customer Care Advocacy Manager

   Asg Technologies

   Jan 2018 — Present · New York, NY, US

   Primary Responsibilities• Build and cultivate strong relationships with partners and key customers to drive the successful use of ASG software and deliver real customer value. • Track and report on key metrics for client success by closely monitoring product usage and conducting regular reviews with key contacts. • Document findings from client interactions with the ability to effectively communicate and advocate internally for their needs.• Maintain deep expertise of the ASG Solutions and best practices to make valuable contributions to assigned accounts. • Manage the process and coordinate internal resources to effectively address customer satisfaction and the escalation of issues.• Identify upsell opportunities and contribute solutions that positively impact the growth potential, ideally becoming a trusted advisor to the clients driving software planning.• Develop and improve scalable processes and efficient tools to achieve meaningful interactions with partners and key accounts.• Leverage knowledge of ASG to work across groups, influence stakeholders, resolve issues, and manage risk.• Interact with Product Development or Product Management teams to improve on current product design, or to identify possible problems, bringing intelligent feedback and recommendations from partners or key accounts.• Able to travel to client sites.

Education

• SPRING VALEEY HIGH CLASS of 76

  High School, General Studies

  1972 — 1976

• Rockland Community College

  ASSOCIATES, HUMANITIES & SOCIAL SCIENCE

  1976 — 1978

Skills

• IT Management
• Mainframe
• Cross-Functional Team Leadership
• Lotus Notes
• Forecasting
• Sap
• Change Management
• Troubleshooting
• Time Management
• Manugistics
• Vendor Management
• Access
• Microsoft Word
• Data Analysis
• Team Leadership
• Erp
• Software Documentation
• Bmc Remedy
• Project Management
• Network Administration
• Process Improvement
• Jcl
• Management
• Leadership
• Business Analysis
• Data Center
• Operating Systems
• Customer Service
• Itil
• Microsoft Excel
• Teamwork
• Project Planning
• Supply Chain