Peter J Strifas's Email Addresses & Phone Numbers

📖 Summary

Experienced and dedicated Technical Account Manager focused on Account Management/Customer Advocacy working pro-actively on aligning technical solutions to customer business drivers and initiatives. This is accomplished by working with technical & sales teams to solve complex issues, regularly meeting with assigned customers to review open incidents; leveraging documented escalation procedures when necessary to decrease time-to-resolution on critical situations; working to ensure customers are fully leveraging their services entitlements, acting as a 'point-of-contact' for all issues to the point of becoming a 'trusted advisor' - all in an effort to increase customer satisfaction. Key components of competency include a strong business acumen with the ability to understand customer goals/initiative then mapping them to services and/or products offered; identifying new opportunities and routing them to the right resource(s); relationship development /'trusted advisor' as well as understanding contract renewals (both product and services) from a business point-of-view (non-legal). Key strengths are leveraging strong interpersonal skills to the point of 'trusted advisor', public speaking and presentation skills, leveraging tools and processes to maintain & improve overall customer satisfaction; ability to solve complex problems by leveraging all resources available and being an effective team member to accomplish strategic and tactical account goals.Customer Success Manager @ My mission is to foster a strong and direct relationship with assigned customers and serve as an advocate promoting client satisfaction with ForgeRock products and services. I am strategically assigned to "high value" strategic accounts. I strive to be the liaison between the client and ForgeRock by working closely with the support and sales teams, primarily (but not limited to) focusing on monitoring support delivery (reporting, escalation & communication); reporting on services and value-add activity to the client and the account team including activity data helpful for renewal justification as well as monitor client satisfaction and initiate remediation for troubled/@risk accounts. As a SAM I will work to become the cornerstone of a Premium Services model for ForgeRock clients. It is my aim to become a trusted advisor while providing the best client service experience in the industry. To this end, I will work tirelessly to: • Retain revenue and minimize churn (< 5% CARR) • Contribute to additional revenue growth through lead identification and follow through/hand off with sales. • Foster relations with key client contacts to understand the client, their business and their long-term plans. • Act as a client advocate to represent the client’s interests within ForgeRock. • Build awareness of (and document) each client’s environment with an eye on software lifecycle to assist in the support and planning of account-related activities. • Conduct regular account reviews and surveys to ensure client is satisfied with ForgeRock as a business partner. • Identify risks and competitive activity within the account as early as possible (using a SWOT analysis). • Drive critical issues and develop “get well plans” as required. • Engage other parts of the ForgeRock organization when appropriate (e.g. Professional Services, University, Sales, Product Management). From December 2014 to Present (1 year 1 month) Technical Account Manager - Digital Retailing @ Engaging and managing partner relationships with Digital Retailing web services to develop their products using PaymentDriver, FinanceDriver and TradeDriver services. Working with and training development teams to interact with our web services as well as best practices in design and architecture. On-going support for partner solution is a key metric whether technical or business related. From March 2014 to November 2014 (9 months) Implementation Specialist - Digital Retailing @ Engaging dealerships and partners to implement DealerTrack's Digital Retailing solutions (Digital Retailing Suite Plug-ins and Web Services) for inventory integration, PaymentDriver, FinanceDriver and TradeDriver plug-ins. In addition, assisting partners with API development to leverage our web services via SOAP, JSON and REST services. Managing relationships with dealers and partners to ensure their success and continued use of Digital Retailing product &/or services by focusing on proactive support, training and mentoring. From September 2012 to February 2014 (1 year 6 months) Sales Consultant @ Work with prospective clients to find the right vehicle for their needs, provide an expert product presentation and demonstration then ensure all proper paperwork is completed in a timely fashion. Customer satisfaction is goal Number 1. From October 2011 to August 2012 (11 months) Managed Services Sales @ Drive new business for the SCUID services platform, a complete suite of Identity Management technologies that includes Identity Governance & Compliance, Identity Lifecycle Management & Identity Data Management solutions – all managed and monitored by Identropy’s SCUID Operations platform. Manage new & existing SCUID customers as a point of contact, trusted advisor and escalation manager. From May 2011 to July 2011 (3 months) Services Account Manager @ The Services Account Manager develops a strong relationship between Novell and its customers. This 'Trusted Advisor' role is relied on to provide advise and recommendations based on experience and knowledge. The Services Account Manager also works as a customer advocate and coordinates resources (pre-sales & support engineers, sales, product mgmt et al) to resolve issues and questions. Also develops and maintains an Account Plan for all Top Tier accounts and is the focal point for customer escalations. In both cases, the goal is customer satisfaction, retention and brand loyalty. From May 2007 to May 2011 (4 years 1 month) Premium Support Engineer @ Primarily work with 4 assigned customers to develop best-of-breed solutions leveraging Novell products for their business needs. Also a point of contact for all support needs ranging from product defects, usability issues, feature requests and configuration/setup questions. From August 2003 to April 2007 (3 years 9 months) Sr. Directory Engineer @ Developed and maintained Directory service integration model for healthcare organization including the use of Novell's DirXML technology to intereconnect 3 systems provide a provisioning solution for approx. 12,000 users. Additionally managed and maintained NetWare and Clustering solutions. From March 2001 to July 2003 (2 years 5 months) CNI @ Led classroom instruction for Certified Novell Engineer track as well as managed classroom setups for each specific course studied. From 1999 to 2000 (1 year) Peter J Strifas is skilled in: Integration, Customer Satisfaction, Management, SaaS, Strategy, Enterprise Software, Troubleshooting, Account Management, Customer Retention, Sales, Identity Management, Salesforce.com, Technical Support, Team Management, Windows