Michael Fernandes
Senior Manager, Global Customer Success @Digital Realty
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WORK HISTORY
Senior Manager, Global Customer Success @Digital Realty
Act as the primary point of contact for global strategic hyperscale customers. Understand their business needs, challenges, and goals- Identifying and validating non-standard customer requirements including T & Cs, SLAs, reporting and operational process- Post sales customer management to ensure a seamless transition into service- Leading customer facing review meetings including reporting timeliness and SLA management/monitoring- Increasing customer awareness of our products and services to drive value realisation- Ensuring the Event to Incident to Problem lifecycle is aligned to customer expectations with appropriate customer follow ups in place- Monitoring Incident Management reports are completed within defined internal OLA or customer SLA requirements- Managing Global, Regional and Local customer escalations and ensuring timely resolution and improvements identified as required- Closing the loop with the customer on Voice of the Customer and transaction-based surveys.
EDUCATION
Centec Technical College
High School, Business Managament
Westville Boys High
High School
SKILLS
ABOUT MICHAEL FERNANDES
I am a highly versatile and motivated individual with proven leadership, communication and management skills. Excellent interpersonal skills with experience managing and leading teams, as well as communicating ideas in clear easy to understand terms. Having gained many years experience within the IT and customer services industry I am able to motivate and support multiple teams delivering to agreed SLAs. Results driven, customer focused, good client relationship building at all levels, enabling business development to the benefit of all parties. Hard working, enthusiastic, organized leader who thrives on service delivery, meeting the customer expectations and a can do attitude to any given task. I embrace change and new challenges which is demonstrated in my employment history spanning over 22 years within the same organisation. Always helpful, approachable and above all always giving 100%.
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