Scott Walbridge

Experience

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  SMART

  Jan 2004 - Jan 2007

  Manager - IT Audit

  • Streamlined audit processes by developing a multi-user audit workflow program, improving efficiency and consistency. • Achieved Sarbanes-Oxley (SOX) compliance by managing IT audit engagements for diverse industries, identifying and remediating control deficiencies. • Built relationships with management to assess risks, define controls, and facilitate clean audits.

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  SAP

  Feb 2007 - Feb 2009

  Customer Account Manager

  • Maintained high Net Promoter Scores (NPS) by serving as a strong customer advocate, addressing requirements, and resolving pain points. • Reduced escalations and improved satisfaction by efficiently managing customer technical issues and implementing disaster recovery solutions. • Identified growth opportunities within customer landscapes, presenting viable solutions to meet compute requirements.Key Achievements: • Enhanced service delivery through strategic project planning and effective customer engagement. Show less

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  AT&T

  Feb 2009 - Apr 2016

  Customer Success Manager / Client Executive (Remote)

  • Transformed underperforming client relationships, achieving a 100% contract renewal rate and increasing customer retention. • Partnered with technical teams to resolve escalations and develop success strategies that met client business goals. • Cultivated long-term partnerships by implementing governance models and managing customer health metrics.Key Achievements: • Consistently delivered portfolio growth by identifying and addressing opportunities for increased client spend. • Preserved multi-million-dollar contracts by addressing concerns and delivering tailored solutions. Show less

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  IBM

  Apr 2016 - Jan 2020

  Customer Success Manager / Project Executive (Remote)

  • Revitalized at-risk accounts by addressing escalations, rebuilding trust, and ensuring successful multi-year contract renewals. • Designed and implemented private cloud landscapes for enterprise clients, aligning with business goals and improving operational efficiency. • Delivered consistent top ratings in customer satisfaction surveys through exceptional responsiveness and strategic problem-solving.Key Achievements: • Secured a 5-year contract with a large enterprise client by addressing pain points and delivering tailored solutions. • Expanded customer footprints by identifying upselling and cross-selling opportunities. Show less

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  NICE inContact

  Jan 2020 - Apr 2021

  Principal Technical Account Manager

  • Guided multiple enterprise clients through digital transformation, optimizing their adoption of the Omnichannel, cloud-based CXone platform for measurable ROI. • Delivered a 6-point improvement in customer satisfaction by developing success playbooks and fostering proactive customer engagement. • Mentored customers and peers on the CXone platform, enabling seamless adoption and operational efficiency.Key Achievements: • Strengthened customer onboarding processes to ensure successful implementation and reduce churn. Show less

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  NTT Ltd.

  Apr 2021 - now

  Senior Client Success Manager

  • Advocated for a portfolio of 14+ customers, including ITAR-restricted accounts, ensuring seamless technical operations and exceptional service delivery. • Proactively identified customer needs through governance meetings and tailored solutions that supported strategic initiatives, improving customer engagement and retention. • Spearheaded contract renewals, negotiating terms collaboratively with stakeholders to secure long-term partnerships. • Integrated Generative AI tools into workflows to create documentation, expedite routine tasks, and generate customer growth insights, contributing to operational efficiencies. • Monitored customer health scores and key metrics, ensuring proactive intervention to mitigate risks and drive satisfaction.Key Achievements: • Oversaw the migration of my client base from a legacy datacenters to new state of the art private and public cloud platforms • 19% increase in organic growth • Leveraged AI tools to increase operational efficiency and identify upselling opportunities. Show less