Traci Hennessey

Experience

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  MassMutual

  Jun 1994 - Jun 2000

  Technology Support

  User support - network and voice. MMLISI and Pension Management Divisions.

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  Expanets

  Jul 2000 - Dec 2003

  Trainer /Account Manager

  Avaya end-user training throughout New England. Account Executive/Sales and Account Management

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  Carousel Industries

  Apr 2005 - Jan 2007

  Contractor/Field Trainer

  End-user training for Avaya installations throughout New England and New York.Worked with Project Managers, Software Specialists, and Technicians on project scope and training requirements.Created training material, delivered training sessions in large group settings with hands on demonstrations and question and answer sessions.

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  Suite3

  Jun 2005 - Sept 2017

  Client Relationship Manager

  Oversee sales & customer relationship functions for over 85 assigned accounts and over 110k of monthly recurring revenue, primarily in the SMB market, in various vertical industries. Sales included products and services - Microsoft licensing, hardware, software, infrastructure, security, and managed service contracts. Regular client meetings and business reviews. Client advocate, resolved client issues, shared feedback with internal teams to improve the customer experience related to service delivery, process improvements as well as project deliverables and expectations. Business development/lead generation through networking, strategic research, and referrals. Event coordination & management, utilizing technology vendor MDF programs. Respond to RFP's, general inquiries, and customer concerns. Consults with clients on business challenges, and works with inside sales and solutions architect to develop solution options to increase revenue, decrease costs, and improve efficiency. Show less

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  Carousel Industries

  Sept 2017 - Jan 2022

  Customer Experience Manager

  Customer Experience Manager for assigned Enterprise accounts that have managed services contracts for Voice, Data, Video, Contact Center, Cloud and Security consisting of various manufacturers and solutions including Avaya, Cisco, Microsoft solutions including Teams, Polycom, Fortinet, NetApp, Pure Storage, Artic Wolf & Ring Central.Conduct proactive Quarterly Business Reviews/Service Performance Reviews at the C level- identify trends, gain feedback, discuss future objectives, document and take action as needed. Proactive client advocate across the organization leading and managing communications with customers and Service management, Account Executives and Project Managers. Monitor Service Level Performance and champion continual service improvements that improve the customer experience.Oversee contractual entitlements are delivered according to the outcomes and metrics defined in the customer engagement process. Show less

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  Microsoft

  Feb 2022 - Feb 2025

  Senior Customer Success Account Manager - US Financial Services | Capital Markets

  Customer Relationship Management for a Strategic FSI Capital Market account for Microsoft Cloud platforms (M365, D365 & Azure )& associated support contracts, helping to define business outcomes. Account Planning- driving discussions on strategic priorities and strategy for the cloud journey as well as operational health.Value Realization, Delivery Execution & Adoption: Managing customer success plans for customer investments in Modern Work & Security, D365, & Azure as well as on-premise solutions. Support Delivery oversight/management. Show less

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  Avanade

  Feb 2025 - now

  Client Account Lead | Accenture Microsoft Business Group

  Northeast Account lead, relationship builder, & strategist across multiple Microsoft solution areas - Modern Work, Data & AI, Biz Apps, & Apps/Infra.