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Customer Success Manager, Sales Engineer, Technical Support Rep.

Andover, Massachusetts, United States
January 04, 2017

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Tom Rickenbacker

Andover, MA ***** 978-***-****

Summary of Qualifications

Executive leader with expertise in all facets of sales, support, and business operations within a high-profile corporation. Skilled in collaborating with all members of an organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, enhancing productivity, and implementing reliable solutions. Accomplished business professional with proven success in customer service and operational improvement.

Expertise and knowledge in:


Product Engagement

User Support



Product Implementation

Customer Engagement

Project Management


Tech Support

Account Management


Professional Experience

Customer Success Manager RSA Network Security, Bedford, MA 2016 to Present

Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty and revenue growth.

Develop a trusted advisor relationship with key customer stakeholders through consistent and open lines of communication.

Work with customers to ensure they are leveraging the solution effectively and finding value in the service.

Effectively demonstrate ROI to customers through presentations and reporting.

Connect Service Delivery Coordinator EXFO Inc., Chelmsford, MA 2011 to 2015

Maintained and developed customer relationships between internal and external customers.

Coordinated with resource managers to align customer demand for services with capacity to deliver services.

Confirmed individual project scopes and objectives, facilitate scheduling and execution of projects, and serve as an escalation point for project activities.

Provided and maintained a single source of consistent information for all services delivered to customers, including support of incident and problem management.

Provisioned Amazon-hosted SaaS solution for new service delivery to customers.

Subject Matter Expert/ Sales Engineer Citel Technologies, Inc. / Rickenbacker Communications Inc. Andover, MA 2002 to 2011

Created Niche market in MCK EXTender business.

Maintained sales of $500,000 per year while increasing sales of new MCK units.

Increased sales and improved service and installation times through superior end-user support.

Ran refurbished division selling refurbished MCK brand PBX EXTenders.

Positioned with MCK as one of two certified service providers.

Assisted telecom resellers in sales, positioning, installation, and support of MCK equipment.

Performed essential Tier 4 technical support including incident tracking and research and development.

Supported a national coverage area, including sales, installation, phone support, troubleshooting, installation, and corporate and home networking design.

SR. Tech Support engineer / Sales Engineer MCK, Needham MA 1998-2002

Resolved Tech support issues as tier 4 support with customers MCK VoIP EXTenders, traveling to customer sites, if necessary.

Performed sales and technical training to employees, and customers, nationally. Performed sales presentations to customers to assist national sales with partners, resellers, and distribution channels.

Isolated issues for engineering to resolve, assisted in prioritization based on feedback directly from customers.

Performed beta testing, and had a vote in Gate meetings, prior to release of new Software.

Various positions Admin/Technician 1-3/ Sales Engineer MCI Telecom. Boston MA 1985-1998

Starting as an admin, worked through the ranks of many different forms of technician, ending as Sales Engineer for MCI Local Services. Performed Sales Presentations, and Boston Terminal tours for MCI’s largest customers.


Culver Military Academy High School

Ithaca College Liberal Arts Focus

Training & Certificates

Cisco courses intro/QOS/Access

DXC 3/1/0

Switching 1/0

Fiber Splicing



Avid bicycle rider

Writer of Prayers of the Faithful, Saint Augustine, Andover.

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