David Weber
Concord,NC
Summary
Driven and adaptable Client Services professional offering 5+ years in IT service delivery, operations, and client success management, with proven strengths in identifying opportunities for efficiency and improvement and providing leadership needed to implement and execute solutions. Collaborative with all organizational members to achieve business objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Services Manager
Park Place Technologies
01.2023 - Current
- Own customer success, onboarding through renewal, of Third Party Maintenance, Managed Service, and/or Professional Service contracts, using Microsoft CE to track personalized customer roadmap.
- Maintain CSAT of >95% and NPS of >65 across supported accounts, by cross-functionally collaborating with Project Management, Field Services, Sales, and Technical Support to proactively identify client challenges and respond to reported concerns.
- Train new clients on portal adoption and usage, ensuring understanding of ticket creation and tracking, asset inventory views, and escalation paths.
- Host monthly and quarterly business reviews, presenting SLA adherence, trends, and service data, while identifying areas for up or cross-selling based on current service offerings.
- Orchestrated complex solutioning of client's need for staff augmentation at "dark sites," totaling an additional $300,000 in ARR, after identifying challenges with support model.
Client Success Manager
CentricsIT
04.2022 - 01.2023
- Collaborated with Service Delivery, Solutions Design, Finance, and Vendor Management teams to ensure operational readiness during client onboarding periods.
- Reviewed and suggested edits to 10+ statements of work weekly, based on client needs, or internal processes.
- Identified need for and assisted with creation of team of subject matter experts to address complex client requests or solution needs.
- Created, updated quarterly, and provided new-client onboarding packet documents, such as RACI and escalation matrices, Smartsheet project and Smart Hands submission forms, and access to project and incident dashboards.
- Perform regular financial and usage analysis of 50+ enterprise Professional Services accounts, totaling more than $3,000,000/year in revenue.
Program Manager
CentricsIT
02.2021 - 04.2022
- Successfully supported book of 10+ high volume, key enterprise accounts to ensure success of Smart Hands or complex dispatch services.
- Produced regular service reports, outlining success and improvement metrics, based on SLAs and/or SLOs.
- Hosted monthly meetings with client sponsors to review ongoing services, focusing on dispatch performance, and project statuses.
- Worked jointly with Vendor Management team to identify qualified global contractors based on client's program needs.
- Compared resource costs on per dispatch and project basis to stay within budget, ensuring profitability.
- Utilized ITIL service management practices to demonstrate value creation for clients through collaboration and transparency, understanding objectives, and providing practical solutions.
- Created and managed company SharePoint repositories that housed client run books, such as internal ticket processing, usage of client platforms, SLAs and support needs, and target partner rates.
Operations Manager
Sitehands
12.2019 - 12.2020
- Led team of 10+ Service Delivery Coordinators to ensure success of client IT field dispatch requests.
- Provided updates and revisions to client support documentation.
- Held recurring team and individual meetings to discuss successes and targeted areas of improvement, as well as KPI results, clearly communicating individual and team goals.
- Supported JP Morgan Chase’s Remote Site Operations program, focused on servicing data centers and server rooms by routinely reviewing client on-site requirements, and scopes of work with Service Delivery Managers and PMO.
- Regularly reviewed incident dashboards to identify client dispatch requests with highest severity levels, lending support during high volume windows.
- Routinely determined delivery performance based on overall SLA adherence, and client satisfaction.
- Discussed project and dispatch statuses with client sponsors and project managers, focusing on areas of success and improvement, adherence to provided timelines, and potentials for change.
Regional Service Delivery Coordinator
Sitehands
03.2019 - 12.2020
- Worked alongside PMO to align resources for JP Morgan Chase's "Asset Inventory," "Life Cycle Refresh," "Data Clean," and "Cable Remediation" programs.
- Assisted with creation and review of dispatch closure reports to record and share detailed findings with internal and external stakeholders.
- Responsible for training 20+ new hires with focus on client specific delivery requirements, including: onsite security procedures, data and technology security, and required toolkits for scopes of work.
- Led training sessions for CRM and ITSM tool usage, while monitoring quality of client communications.
- Identified best resources for client requests by providing and tracking vendor performance metrics, while working with Vendor Management team to address quality concerns.
Assistant Plant Manager
Blue Dot Readi-Mix
09.2018 - 02.2019
- Successfully fabricated, and delivered three public school construction projects within 3 months, all requiring 10+ large scale deliveries per week, meeting all project timelines.
- Effectively created and staffed second and third shifts to increase business production, aligning with company growth.
- Worked with leadership to reallocate department funds to increase hourly wages of employees, creating a desired place of work.
- Promoted several longtime employees with excellent KPI records to shift leaders, creating workplace of recognition and mobility.
Quality Control Technician
Blue Dot Readi-Mix
06.2016 - 09.2018
- Routinely recorded and shared concrete quality levels per jobsite, based on environmental tolerances and specific site requirements, while adhering to industry standards.
- Worked with Project Managers and construction leads to identify ideal concrete mixes per target area for high visibility projects, such as, Northwest Cabarrus Middle School, Amazon Distribution Centers, and Novant Health Medical Center.
- Ensured large, multi-facility jobsites received timely concrete deliveries and placements by conducting strategy meetings with delivery drivers and finishers prior to arrival.
Education
Health Promotion
Appalachian State University
Boone, NC05.2013
Skills
- IT Service Management
- Process Improvement
- Incident Management
- Relationship Building
- Client Advocacy
- Project Management
- Strategic Thinking
Certification
Certified Scrum Master (CSM)
ITIL 4 Foundation: IT Service Management
Timeline
Client Services Manager
Park Place Technologies
01.2023 - Current
Client Success Manager
CentricsIT
04.2022 - 01.2023
Program Manager
CentricsIT
02.2021 - 04.2022
Operations Manager
Sitehands
12.2019 - 12.2020
Regional Service Delivery Coordinator
Sitehands
03.2019 - 12.2020
Assistant Plant Manager
Blue Dot Readi-Mix
09.2018 - 02.2019
Quality Control Technician
Blue Dot Readi-Mix
06.2016 - 09.2018
Health Promotion
Appalachian State University
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