Customer Success Manager & Trainer

David Mosk

***** ******** **. #***, *******, CA *1356 818-***-**** **********@*****.*** LinkedIn profile: https://www.linkedin.com/in/davidmosk Portfolio: https://www.davidmosk.com/my-professional-portfolio About me & testimonials: https://www.davidmosk.com/about-me-and-testimonials

CUSTOMER SUCCESS MANAGER & TRAINER

• Award-winning, certified Customer Success Manager and Trainer with more than 20 years of experience coordinating and managing the implementation and migration of SaaS and PaaS for customers of B2B and B2C environments; utilize product specialist, customer service/support, and training management skills to ensure customer success

• Seeking opportunities that will allow me to continue developing as a Customer Success Manager and Trainer

PROFESSIONAL EXPERIENCE

Customer Success Manager, Los Angeles, CA

Contract Projects June 2024 – Current

Technology used: Microsoft 365 suite, Viva Engage, Windows, CoPilot; Google Workspace, ChromeOS, Gemini; Samsung Galaxy; Epic, ClinDoc; Asana; HTML; CSS; Slack; Emaki CMS; Smartsheet; Rev; ServiceNow; Jira; Confluence

• Customer Success Manager

o OTTera Inc.: Ensure efficient service delivery and exceptional customer experience; manage support staff, ticket workflows, and cross-functional collaboration to meet service-level objectives

o The Walt Disney Company: Worked with change, product, and customer success managers on guidance strategies, training plans and sessions for employees transitioning from Slack to Microsoft Teams and Cisco Webex to Microsoft Teams Rooms for the new ABC 7 Hudson Building in NYC; provided consultations to users across the organization to understand their business and collaboration needs and recommended appropriate technologies for their use-case in alignment with product manager feedback

• Contributing Writer at How-to Geek.com

o Collaborated with editors and wrote “How-to” and product opinion articles focusing on Microsoft collaboration tools for How-to Geek.com as a freelancer utilizing technical writing and communication principles

• Software Specialist at UCLA Health

o Provided customer service and support to the UCLA Health Credentialed Trainers during the team's implementation of Epic and ClinDoc

Technicolor Creative Studios, Culver City, CA

Customer Success Manager April 2018 - January 2024

Technology used: Microsoft Azure, Admin Center, Power Apps, App Studio, Power Automate, Teams, Planner, Lists, SharePoint, Outlook, Word, Excel, PowerPoint, Power BI, Viva Engage, Viva Learning, Stream, Forms,

Bookings, Sway, CoPilot; Slack; ServiceNow; Evernote; Adobe Creative Suite; Snipping Tool; Clipchamp; Windows; Mac OS, iOS; Dell; Webex; Crestron; Poly; Logitech; Jabra

• Change management: Created product adoption maps, tracked KPIs for user adoption, worked with project managers, product managers, and vendor managers on guidance strategies for employees

David Mosk **********@*****.*** Page 2

transitioning from Skype to Teams, Google Workspace to Microsoft 365, and Webex to Microsoft Teams rooms

• Onboarding & migration: Guided users through migration from Google Workspace to Microsoft 365 collaboration tools by providing hands-on training and support, ensuring customer adoption and success post migration in conjunction with the Collaboration Manager and Project Manager

• Customer support: Acted as the product specialist for customer inquiries related to product questions, managed the technical support team and ensured incidents were resolved in a timely and accurate manner in alignment with migration roadmap

• Feedback & advocacy: Acted as champion of the users and ambassador of Microsoft 365 collaboration tools, collaborating with Collaboration Manager on captured user feedback and improvements to user experience

• Training & knowledge management: Created and managed Microsoft product website on SharePoint with web pages for all supported applications containing known issues, update calendar, training links, and more; managed Viva Engage community for enterprise-wide communications; monitored success factors and KPIs via surveys after each training session and migration wave; created content and training for new hires on steps to most effectively use Microsoft 365 applications; managed ServiceNow knowledge base articles that integrated into Teams via chatbot API

• Proactive engagement: Monitored user adoption and proactively reached out to address potential blockers and opportunities for growth via Viva Engage communities

• Collaboration: Worked closely with network security, administration, technical support, engineering, and leadership teams to ensure alignment in the support of collaboration tools across the organization

NCR Corporation, Westlake Village, CA

Customer Success Specialist November 2012 - July 2017

Technology used: Intuit QuickBase; Workday; Word, Excel, PowerPoint, Outlook; Webex; Safari; Chrome; Firefox; Internet Explorer; HTML; CSS; DNS; IP Configuration; SSL Certificates; Mac OS, iOS; Windows; Android; Mint

• Project management: Coordinated migration strategies, timelines, SOPs, SOWs; communicated challenges to Project Managers and Relationship Managers

• Onboarding & migration: Worked with project and relationship management teams guiding approximately 150 financial institution customers in my portfolio through multiple online banking platform data center moves and online custom-built online banking interface updates, including integrations of third-party APIs

• Customer support: Acted as primary contact for customer product questions or issues, coordinated with the customer care teams and managed incidents to resolution

• Feedback & advocacy: Co-created a central dashboard called “Upgrade Central” with tasks customers needed to complete ahead of migration, captured feedback from customers on blockers ahead of migration, and success stories after, ensuring the upmost in customer success

• Training: Provided training to users with examples of what their users would experience post migration and integrated technical leadership as needed

• Collaboration: Worked with project managers, relationship managers, customer service teams, and all leadership in preparation of action steps for customers to ensure migration success

SEE LINKEDIN PROFILE FOR ADDITIONAL WORK & EDUCATION EXPERIENCE.

EDUCATION

Associate’s degree – Liberal Arts & Science

Los Angeles Pierce College

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