Mark Roudebush

Experience

• 

  IBM

  Jun 1999 - Jun 2018

  Worked with client projects and partnered with Delivery and Collaboration Managers. Led teams across broad technical, financial, and business disciplines, focusing teams on business objectives and tracking progress, ensuring milestones were completed on time, on budget and with desired results.Acted as key member of team servicing $1.25M annual support contract, providing exceptional support and account management, leading to annual renewals.Managed critical situations, driving high-visibility issues to swift resolution and facilitating status meetings, providing updates during issue lifecycle.Spearheaded project team multiyear software and hardware upgrades of messaging, collaboration and mobility tools, leveraging technical and business acumen to communicate effectively with clients and respective teams.Consulted with clients and stakeholders, determining functional and technical requirements of scope of work.Participated as member of project team, developing adoption process and supporting customers on IBM Cloud - Software as a Service (SaaS), providing new and updated process details to Accelerated Value Team. Show less Managed relationship for top enterprise customers in regards to messaging and collaboration environments. Improved client’s operation efficiency by 25%, being focal point for escalations, support, and services, compiling bug reports, managing code fixes, and escalating issues to Support and Development Management for faster resolution. Virtual Project Manager, partnering with client’s upgrade project plans, ensuring project moved forward, directing checkpoint meetings with clients to discuss status and review next steps.Facilitated smooth engagements with Field Support and Consulting Services, performing proactive health checks and ensuring reports were provided.Collaborated with customer’s messaging teams, identifying key issues interfering with normal operation, upgrading and deploying product, and presenting on relevant topics at on-site offices. Navigated through utilization of IBM technologies, achieving expected IBM solutions for software-problem solving, leading to customer renewing multi-million-dollar software product licenses. Show less

  • Senior Accelerated Value Leader/Project Manager

    Jan 2014 - Jun 2018

  • Accelerated Value Leader/Senior Accelerated Value Leader

    Jun 1999 - Jan 2014
• 

  Qvinci Software

  Dec 2019 - Nov 2021

  Customer Success Manager
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  Rackspace Technology

  Nov 2021 - now

  Senior Customer Success Manager