Susan M Carson

About Susan M Carson

Technical Account Manager with over 10 years experience of analytical skills and call center experience.Power user of MS Excel, MS Access, SQL, SSRS, R, Tableau, SAS, Visio, APIs, Azure, Javascript. Skilled in Capacity Planning, Workforce Management, Reporting, and advanced data analysis. Holder of a MS degree in Business Admin./Business Analytics (Quantitative Analytics)

Experience

1. Technical Account Manager

   Five9

   Nov 2019 — Present

   Manage 15+ Enterprise Clients on the Five9 platform and all of it\'s products-Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization-Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site-Partner with Customers to optimize the Five9 call center software solution-Articulate the value of Five9’s Services through presentations, demonstrations and open discussion with customers-Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization-Develop materials in-line with the specific sales and/or services opportunity requirements

Education

• Mount St. Joseph University

  BS, Mathematics, Minor in Computer Science

  1992 — 1996

• University of Cincinnati Carl H. Lindner College of Business

  MS, Business Admin/Business Analytics

  2012 — 2013