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Portfolio

Service Account & Partner Management

Managing Account Activities during the entire Service Life Cycle + Partner Management

Work experience

Jun 2012Present

ServiceAdvantage Partner Manager for Central Europe

Parametric Technology GmbH
  • Recruiting and Onboarding of System Integrators Partner
  • Negotiating and Maintaining Partner Service Agreements
  • Supporting Partner in Developing Business plan (Pipeline)
  • Monitoring and supporting Partners in enhancing their Skills  (Training plan)
  • Monitoring the usage of all Process related to Servicedvantage Program
  • Influencing the correct Business distribution to Servicedvantage Partners
  • Crafting Statement Of Works (SOW)
  • Monitoring the delivery of Key Projects 
  • Driving Quality Assessments 
  • Driving Governance (Partner + GSO Stakeholders)
  • Positioning, "Selling" Partner within PTC (Sales, Pre-Sales, Client Management ..)
  • Advocating Partner (internally and externally)
Jun 2011Jun 2012

Global Service Portfolio Management & Service Business Development for Central Europe & Italy

Parametric Technology
  • Drove governance process and portfolio activities for identification and evaluation of investment mix decisions and associated policy
  • Identified Tactical & Strategic Service Opportunities
  • Analyzed Opportunity by using Portfolio Management Framework
  • Evaluated identified opportunities with Financial & Service Management
  • Interacted with PTC’s Key Account (Siemens & SKF) regularly and get feedback on new Services in the pipeline
  • Maintained the Service Catalogue and monitor Service utilization with the collaboration of Service Level Management
  • Supported Sales in creating and selling Platinum Value propositions for Gold Customer
Apr 2009May 2011

Head of Technical Support Account Management

Parametric Technology

Selected to join the newly formed Premium Service organization within the Technical Support team to build, recruit, train and supervise the Technical Support Account Management (TSAM) Team in Europe.

Success Record:

  • Worked with a global team to transform the TSAM service from a transaction service into a relationship/value based service.
  • Personally lead 20+ transformational projects over the course of 24 months.
  • Grew the team from 4 TSAM to 9 TSAMs in two years while maintaining 100% retention rate within the team.
  • Grew the European TSAM business 50% from FY08 to FY11 for a total of $1 million in incremental software maintenance revenue. 
  • Contributed in building new job models, roles and coaching/development plans for TSAMs.
  • Built a strategy to help promote the TSAM service through the PTC Maintenance and Sales Teams by developing strategic relationships. 
  • Preformed over 30+ customer visits throughout Europe over a two year period, visiting PTC’s most strategic customers. 
  • Worked with customers to understand their challenges and helped them understand how to make the best use of their Premium Services investment.
Sep 2003Mar 2009

Country Account Manager

  • Ensured service delivery quality requirements are met in Germany
  • Presented Partner's performance record to Service Country Directors
  • Liaised between Germany and EMEA Partner Director Manager
  • Worked with partners, customers and Sun stakeholders when deviations from Service Level Agreement (SLA) occur, in discovering causes for negative quality issues, agreeing upon plans and ensuring they are delivered.
  • Led the Partners CAPGEMINI (Madrid) and DIGNUM (Munich)
  • German Partner Escalation Management

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Success Record:

Improvement of the Sun Sun Servicedesk Avarage Handling Time (AHT)By Analysing our Agent's value and times (Chart Analysis) I regognized a large procedural gap in their scripts. By adapting the script and implementing a new monitoring process the team reduced their AHT considerably (3% instead of 7%).

Increased the soft skills of Partner engineersFor the past year, I have been the owner of a program called: GCIM (Global Customer Interaction Management) which has the aim to improve our engineers' communication and procedural skills  within the Sun EMEA Partner Organization.

By Simplifying the GCIM program I was better able to motivate Engineers to use the GCIM Methodology, which led to a rise in the company Quality Index confirming the success of this Program.

Sep 2003Mar 2009

Global Service Delivery Partner Manager

  • EMEA Service Delivery Partner Management (CAP GEMINI in Madrid, DIGNUM in Germany and PERCALL in Morocco)
  • Team Performance and Development Mapping
  • Customer Relationship Management
  • Java Enterprise Services (2nd Level Support)
  • StarOffice Enterprise Services (2nd Level Support)
  • Head of StarOffice Customer Care
  • Deployment and Supervision of Customer Service Level Agreements
  • Analysis of Key Performance Indicators
  • Incident and Problem Management
  • Escalation Management
  • Sales Support
  • Lead Projects (as required)

Success Record:

Globalised Java Enterprise Services SupportDue to a decrease in the Global JES Incident Volume, (JES = Portal, Messaging, Identity, Application and Directory Server), engineers were struggling to maintain their technical knowledge. By changing the Worldwide Partner Strategy, (to 2 partners instead of 3), I was not only able to save the company approx. US $ 500.000 p.a., but also to increase the satisfaction of customers and engineers. We really had a fantastic win-win situation.

StarOffice related projects

  • By analyzing StarOffice Language Support, I realized that many countries were not generating any volume. Switching on 4 languages, (instead of 11), I saved the company approx. US $ 300.000 p.a.
  • I successfully led and off-shored the StarOffice Support from France to Morocco.
  • I successfully designed and implemented new StarOffice Support for the company Bosch located in Stuttgart.

New Partner Strategy in Latino America (Bogota)

Introduced a new Service Partner Model (ONE Partner).Unified a complex Onsite Partner structure in LAM.

Using a new Partner Web Skill Matrix, Sun is today able to better coordinate the Onsite visit.

Moved French Solaris (SunOS) support to Morocco

I successfully led an off-shored the Solaris French Support to Morocco. Throughout the transfer process, neither Sun's customers, nor any of Sun's Service Directors noticed that a change was taking place. 

Sep 2003Mar 2009

EMEA Customer Advocacy

  • Monitor EMEA Partner Performance
    • Conducting "Root Cause Investigations" (by country, business unit and product) and provide trend analysis and recommendations to EMEA Service Directors.
    • Developing and implementing corrective action plans
    • Recognition of potential business opportunity to the Sales Force
  • Presenting Sun Service Performance to Bosch
    • Response Time
    • Resolution Time
    • Providing analysis of negative customer feedback
    • Developing and implementing corrective action plans
    • Recognition of potential business opportunity to the Sales Force

Success Record:

By introducing a new model for customer feedback analysis within all EMEA Countries I improved all of our Country Service Manager' understanding of the use of the Customer Feedback Index (CFI) and thereby increased the spirit of collaboration throughout EMEA Services as principal key to customer satisfaction.

Jul 2002Aug 2003

EMEA Product Life Cycle Manager

  • Built a new PLC Organisation in Spain
  • Introduced new Product strategies within the new EMEA Partner Organisation
  • Development and maintenance all PLC processes (ISO 9001)
  • Interface between Europe and PLC Corp
  • Integrated Business units like EMEA Solution Centres, Marketing, Logistic, Dispatch, Training Delivery Organisation and Sales

Success Record:

Seeing some development opportunities I simplified the PLC Process cutting my position. I realized that Sun would save money moving the Job directly to the Global PLC (Product life Cycle) Unit. I suggested this change in order to get the Service Delivery Management job and was successful.

Sep 2000Jun 2002

Product Life Cycle Manager

  • Introduced new Product strategies in Germany, Austria and Switzerland
  • Developed and maintained all German PLC processes (ISO 9001)
  • Interfaced between PLC Europe and PLC Germany
  • Collaborated with German Solution Canters, Marketing, Logistic, Dispatch, Training Delivery Organisation and Sales

Success Record:

Hitachi:

Using Hitachi resources I was able to solve the Knowledge problem Sun faced in EMEA. Between Systems and Training I saved approx. $ 4.000.000.

Sun Lab:

In order to save costs, I contributed to shrink Sun EMEA Labs. Today just 4 Countries are able to order new Systems for their labs.

Jun 1998Aug 2000

Engineer Technical Solution Center

  • Customer Remote Administration
  • Technical Customer Account

Success Record:

The Remote Administration Center (RAC) was a new department. Thanks to my Six Sigma skills I was able to improve the whole installation procedure and defined a new Technical Remote Instruction Template.

Sep 1997May 1998

System Field Engineer

GE Compunet (today Computacenter)
  • Coordinated a small Team of Engineers within Allianz Assurance

          + Installation of WinNT and Allianz Applications

          + Network Migration

          + Call Centre

  • Installation Management based on Six Sigma

Success Record:

Thanks to my Six Sigma skills, I was able to improve and thereby maintain the good relationship with the customer Allianz Assurance. Afterwards Sales was able to close a very good deal.

Aug 1991Sep 1996

Sales Manager

ESCOM GmbH
  • Opened 5 Big Stores in Germany
  • Build, lead and managed high-performing teams and Store Managers
  • P&L Analysis
  • Initiated and Monitored the ROI of new Marketing initiatives
  • Customer Demand Analysis
  • Portfolio development
  • Drove Marketing Campaign (BMW) 

Success Record:

By actively recruiting, cultivating and acquiring the customer BMW (a hard acquisition) I increased 26% of the Business Volume. In Additional using an External Service Provider I increased Revenue and Customer satisfaction. We started to sell Service Contracts offering Onsite Technical Support.

Jan 1984Jul 1991

Sales Account Management

Di Lorenzos' Antique Trading
  • Acquisition of new customer in Germany, UK, France
  • Maintenance of the Network and Desktop
  • Coordination of Service provider

10 years Sun Microsystems

Summary

Multilingual software, hardware, and solutions customer service manager. Proven success using ITIL V3 best practices and Lean Six Sigma methodologies to develop managed customer service including consulting and partner strategies that generate EMEA double-digit revenue growth. Identify, develop, and manage strategic Fortune 500 and other service and delivery partner relationships at the senior executive level. Other experience includes managing virtual teams, supporting SAP R/3 environments, escalation management, inside sales, marketing, service modeling, service development, and engineering.

Certifications

ITIL V3 Service Transition (NCC)

(EXIN)

ITIL V3 Service Design (NCC)

EXIN

ITIL V3 Service Strategy (NCC)

EXIN

Cross Culture Trainer

Sun Microsystems

Managing Remote and Virtual Teams

N-Vision

Lean Sigma

Sun Microsystems

Six Sigma Foundation

Sun Microsystems

ITIL Foundation V2 and V3

Sun Microsystems+ EXIN
Aug 2014Present

SAP R/3 Fondation

PTM Akademy

Education

Mar 2009Present

Certified IT Business Administrator

SGD

Postponed this study to 2011

19791983

Business & Administration

VIII Istituto Statale Tecnico Commerciale

Ragioniere e Perito Tecnico CommercialeFocus: Economy, Note: 58/60

Recommended By

Geraldine Kobus

Project Manager - Partner EMEA GRC

Sun Microsystems Netherland

“I have worked with Rosario in several service delivery related projects including StarOffice (Retail/Enterprise) and JES support Partner Management. Rosario knows the ins and outs of Partner Management. He is customer focussed, and uses his knowledge of ITIL and his ability to see the overall picture to standardize and improve existing processes. His creativity and positive attitude are great value in team work. Rosario is an amicable colleague and is really pleasant to work with.”

- August 29, 2008 -

Recommended By

Graham Finlay-Jones APAC Compliance Manager, Sun Microsytems, Inc.

“I worked with Rosario on global complex projects with significant impact to business for a major multinational IT company. Rosario's contribution enabled the project to be completed on time, under budget and exceed the deliverables. Rosario was able to manage his time effectively and provided focus to the whole team involved and move them forward constantly.”

- July 26, 2006 -

Recommended By

Matthew PreheimAMER Program Manager, Sun Microsytems, Inc.

“Having worked with Rosario in a number of capacities, I highly recommend him, personally and professionally. His passionate customer focus drives his actions, and his highly pragmatic and ethical approach makes him an effective problem solver. Instead of obstacles or challenges, he sees only opportunities to improve the business, and his abilities help him execute on that vision.”

- March 27, 2006 -

Recommended By

Francesca Scalpi

AMER Program Manager, Sun Microsytems, Inc.

“I enjoyed working with Rosario who has excellent relationship and partner management skills. He used his Six Sigma and ITIL knowledge in the real world very effectively. He is very diligent in his role as a Customer Advocate and work closely with sales, marketing, engineering and service on behalf of Sun's customers. I relied on his customer feedback analysis from our European GEO as a key part of our business review. He influence a lot of Sun's service vision for StarOffice in Europe. He worked closely with our service partners to deliver world class service. He always did it with class and is well regarded inside and outside of the company. He is versed in working with cultures globally and was a key participant in my global Star Office product team. He would be a key person to have in any global product management team. This is the type of Partner Manager you need in your organization. He made my job easier and I believe was key to my success with the StarOffice product.”

- December 8, 2006 -

Recommended By

Oscar Soto

Sales Telco Manager at

Sun Microsystems Bogota

“Considero a Rosario muy organizado y confiable, con gran talento en análisis y pensamiento estratégico Habilidad en rediseño de procesos logrando optimización, reducción de costos, mejor percepción en clientes internos y externos. Me impactó su propuesta para mejorar el área de Delivery de Soluciones para Latinoamérica Comprometido en lograr el éxito, excelente actitud con su trabajo y compañeros”

- February 27, 2006 -

Languages

+ Italian: native language

+ German: fluent+ English: fluent+ Spanish: fluent

Recommended By

Emil Duebell

EMEA General Manager

Sun Microsystems GmbH

“Rosario, has excellent skills to manage integration projects, influence people, has a very good financial understanding and is always looking for creative ways to make it happen. Was always a pleasure to work with him”

- January 27, 2009 -

Recommended By

Hans Zeiler

SW Eng, Program Mgr

Mgr Support Readiness

Sun Microsystems GmbH

“Rosario worked for me as a Service PLC Manager. He quickly adopted to his new role and was almost instantly accepted by his colleagues and partners. During the introduction of the Enterprise Storage (Hitachi) products Rosario proved his dedication and project management skills. He develops new ideas and is able to convince others to follow his ideas. I've always liked his sense of humour. It was a great pleasure to know and work with Rosario.”

- November 13, 2008 -

International Assignement (IA)

Between 2002 and 2004, due to a big Project I was assigned in Madrid.

At the beginning I was responsible for the implementation of new Support Strategies within the new EMEA Partner Organization.

Later on, I was managing different EMEA Service Delivery Partners (in Morocco, Madrid and Munich).

Professional Experiance

20 years of management experience in all aspects of customer service from software, application and solution support, technical key account management, service outsourcing and service partner management. In recent years the development of European level service strategies, identifying new service demands and opportunities, designing key account service portfolios, performance management and efficiency procedures.

Philosophy

The effectiveness of Customer Service Management depends on a clear understanding of customer specific success factors, the continuous tailoring of services provided and the stringent operational measurement of relevant performance indicators.

Skills

Project Management

  • Outsourcing / Offshoring / Outtasking (international work experiance)
  • Six Sigma
  • Lean Sigma
  • ITIL (Foundation)
  • Sun Global Resolution Troubleshooting Methodology
  • Project Management I
  • Project Management Advanced

People Management

  • Inspirational leadership for the delivery force to ensure achievement of individual and team targets
  • Lominger Methodology
  • Responsibility for developing, motivating, and disciplining staff
  • Managing Remote and Virtual Teams
  • Conflict Management
  • Cross Culture Trainer

Technical

  • Solaris Script programming
  • Web Publishing with Java
  • Web Publishing Design and Creation
  • Network, Server and Storage Foundation
  • Solaris 2.x basics
  • Solaris 2.x Administration 1
  • Solaris 2.x Administration 2
  • Windows NT Server
  • WIndchill, MCAD Data Management

Tools use regularly:

  • MS-­‐Outlook, MS-­Office (mainly Excel & Powerpoint)
  • Salesforce (Support & Service Deals handling)
  • Oracle (Expense reports)
  • LiveMeeting & Verizon (Internal / External Customer Communication)
  • SuccessFactors (Performance Mapping and Development planning of Teams)
  • Sharepoint (PTC’s data repository)

Other Skills:

  • Experience in dealing support internationally  (EMEA, ASIA and North America)
  • Communication skills through all management levels (up to CXO Level)
  • Building and managing customer relationship
  • Service Management (Incident / Problem Management)
  • Storage, Systems and Software Support
  • Partner and Resource Management
  • End User Support (Retail / Enterprise)
  • Good knowledge of storage technology
  • Business development and contract negotiations
  • Service Desk (IVR, PBX, VOIP, MC2 and Structure)
  • Customer Quality Management