Miguel González Vitale
- Role
- Premium Support Manager at Nexthink
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Miguel González Vitale
Professional with more than 17 years of experience on IT and several areas as CCTV, RF…
Experience
Premium Support Manager
Jul 2022 — Present
Reported to Support VP\\\\n- Manage a team of 11 members (Support account managers and Key account engineers)\\\\n- Customer quartely meetings\\\\n- Escalation path for critical situations/issues for premium customers\\\\n- Manage and maintain a premium support profit chart and engage with finance in the\\\\nmanagement of the premium P&L, achieving 17% margin\\\\n- Stablish relationship for key accounts\\\\n- Report critical incident with escalation process to VP and CTO\\\\n- Achieve and exceed core ticket KPIs. CSAT, MTTR, and SLA\\\\n- Identify ways to deliver premium support through automated means, including reporting\\\\nand product observability enhancements. Work with product and SRE to build features\\\\nthat support the effort\\\\n- Recruiting technical resources\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
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