Noel Roman

ad2m7v@r.postjobfree.com • 818-***-****

www.linkedin.com/in/noel-roman-15816b1a5/

Bulverde, TX, 78163

Customer Success Account Management

Seasoned global customer success leader with extensive experience in driving transformative outcomes through strategic leadership and seamless execution for unparalleled results in diverse environments.

Proven success in directly engaging with onsite senior client management for multi-million dollar accounts. Recognized as a strategic partner to customers, leveraging delivery management capabilities to enable transformative outcomes. Skilled in driving solution deliveries, securing resources, and ensuring continuous improvement for transformative outcomes. Well-versed in managing and building customer relationships, identifying opportunities to address business needs, and ensuring the highest level of customer satisfaction. Adept at resolving complex issues, driving post-sale implementation, and fostering enduring client satisfaction. Bilingual with operational command over English and Spanish.

Areas of Expertise

Global Customer Success

Account Planning & Management

Project Lifecycle Management

Strategic Planning & Analysis

Team Leadership & Training

Relationship Management

Consumption & Delivery Execution

Mission-Critical Experience

Cross-Functional Collaboration

Revenue Generation

Solution Delivery

Technical Problem Resolution

Career Experience

SITA (Societe Internationale de Telecommincations Aeronautiques), Dallas, TX 2012 – Dec 2023

Senior Customer Success Manager

Deliver first-rate support in overseeing global service territory and customer success practices related to revenue pipelines and management. Identify and resolve complex customer issues while supervising the escalation and crisis management process. Collaborate with business solution lines to enhance client communications with service management teams and suppliers. Interact with the sales team to identify renewal and expansion opportunities while ensuring continued customer satisfaction and business growth. Maintain detailed knowledge of products/services and target markets while participating in formal/informal training. Oversee end-to-end operational escalation management while identifying and resolving customer issues in the early stages to enhance overall satisfaction.

Led customer-centric continual process improvement at the organization and achieved heightened service quality through strategic risk mitigation and impactful service improvement plans.

Fostered robust collaborations with customer channel partners and SITA executives to boost product adoption and ensure renewal risk mitigation.

Improved services by managing performance and maintaining high standards while using operational reports.

Optimized mission-critical communications to ensure seamless distribution while providing pivotal support for high-velocity automated lines and clients.

Supervised global air travel operations, such as customer service, operational performance, maintenance, and service delivery for global airline and government accounts to generate revenue.

Orange Business Services, Los Angeles, CA 1998 – 2012

Customer Service Manager

Spearheaded the development of project requirements, data models, and comprehensive documentation across entire project lifecycles. Helped the client and operations organization and client in retaining the agreed service level agreements through active involvement in service/performance meetings and problem-solving. Planned, supervised, and finalized various enterprise-wide projects for the client, such as backup and back-out procedures, validation of database integrity, and physical movement of server data. Utilized negotiation and communication skills to resolve client problems globally and achieve effective solutions and interventions. Guided and directed project management and account teams to customize fault management and reporting procedures for network issues.

Addressed and resolved inquiries on services, contracts, operations, projects, and enterprise architecture while interacting with clients, senior management, and sales teams.

Set a benchmark of excellence by overseeing customer interface during service quality issues to ensure positive outcomes for end-users and clients.

Additional Experience

Lead Network Controller, SITA, Los Angeles, CA

Education

Bachelor of Science in Telecommunication Management

DeVry University, Los Angeles, California

Professional Development

Data Communication Certificate, UCLA

Customer Success Manager Certificate/SITA Service Manager

CCNA Training Course

Project Management Training

ITIL Certificate

Risk Management Course

Controlware for ISDN Connection Courses

Troubleshooting Principles

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