ENTERPRISE CLIENT SUCCESS MANAGER
NTT Data (formerly Dimension Data) | Remote 2023 – 2026
Owned post-sales relationships for a portfolio of enterprise clients, responsible for adoption, value realization, retention, and revenue growth across managed services and cloud solutions. Served as the primary point of contact for executive and operational stakeholders, leading Quarterly Business Reviews and presenting performance metrics, usage insights, and strategic recommendations. Partnered with Sales, Product, Support, and Telecom teams to resolve issues, improve service delivery, and surface expansion opportunities aligned to customer business needs. Guided new clients through onboarding and self-service tool adoption while monitoring customer health and satisfaction metrics to proactively mitigate risk and prevent churn.
• Delivered 106% Gross Profit growth against target.
• Sustained 98% base revenue retention year over year.
• Maintained 95% customer satisfaction across managed enterprise accounts.
• Earned CSM of the Month recognition for May, June, and July 2025 as a top revenue driver.
• Identified expansion opportunity during a client QBR, introducing Operator Connect as a solution to streamline communication workflows. Coordinated cross-functional scoping, delivered proposal, and converted conversation into a new implementation that expanded the client's service footprint.
CLIENT PROJECT MANAGER
NTT Data (formerly Dimension Data) | Hauppauge, NY 2017 – 2022
Led delivery of complex client projects, serving as the central coordination point across customers, vendors, and internal teams throughout the full project lifecycle. Owned Statements of Work, Change Requests, renewals, and all project documentation, overseeing budgets, timelines, invoicing, and resource allocation across multiple concurrent engagements. Managed a resource pool of 25–55 contingent and full-time staff, handling timecard and expense approvals while maintaining clear stakeholder visibility through weekly status, cost, and risk reporting. Ensured services met contractual SLAs while keeping customer satisfaction consistently high.
INTERNATIONAL SERVICE DELIVERY SPECIALIST – PROFESSIONAL SERVICES
NTT Data (formerly Dimension Data) | Hauppauge, NY 2009 – 2017
Supported global enterprise clients with international service delivery and infrastructure deployments, coordinating 60–100 router and switch installations monthly across international markets. Facilitated weekly status and IMAC calls with clients and senior leadership and worked directly with global vendors and suppliers to resolve delivery, billing, and SLA issues. Generated weekly SLA and performance reports to ensure contractual compliance while maintaining a focus on long-term relationship health.
• Resolved a recurring regional vendor problem causing downstream delays across multiple markets. Diagnosed root cause, standardized escalation and communication workflow, and aligned all parties around a tighter process. Turnaround times improved measurably, client called out the change directly, and new approach was adopted as standard model across other regions.