Shaneel Daudi

Experience

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  Microsoft Sitel

  Jan 2006 - Nov 2007

  Microsoft Licensing Expert

  • Completed a 6 week intensive licensing training programme and qualified to work for Microsoft Ask Partner Team.• Assist Microsoft Partners of all levels (Registered, Silver, and Gold) by resolving complex pre sales licensing scenarios.• Build rapport with Microsoft Partners through professional business communication skills.

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  Sitel

  Nov 2007 - Feb 2011

  Microsoft Premier Support Team Lead

  • Work in a team off 6 Premier Agents providing frontline support to Enterprise Customers within EMEA. • Liaise with all Technical Account Managers (TAM), Senior Engagement Managers (SEM) and Global Technical Support Coordinators (GTSC) to deliver a high quality service within Service Level Agreement (SLA) time.• Recognise essential Business Intelligence drivers and report to the Service Delivery Team for Monthly Business Review (MBR), providing feedback and Root Cause Analysis.• Support Premier Sales Team by identifying new sales opportunities.• Quickly and effectively solve any Premier Support challenges.• Maintain quality control and constantly seeking new ways to improve customer service.• Work at high levels of accuracy in information management and data handling. Show less

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  Rackspace, the #1 managed cloud company

  Feb 2011 - Sept 2017

  * Building strong partnership relationships with customers * Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales * Schedule customer maintenances and ensure appropriate quality checks have been completed * Manage customer projects and oversee maintenance schedules for on time delivery * Review service failures and produce incident reports when required * Validate, negotiate and process service credits * Produce and maintain service improvement plans * Manage contract renewal negotiations * Ensure appropriate documentation is in place for specific support requirements i* Organize and chair customer meetings * Produce ad-hoc reports when required Show less

  • Account Manager Windows Managed Hosting

    Feb 2011 - Sept 2017

  • Key Account Manager ITIL V3

    Feb 2011 - Sept 2017
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  Claranet

  Sept 2017 - Feb 2019

  Public Cloud Solutions Consultant
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  Microsoft

  Feb 2019 - now

  Playing a pivotal role as a trusted advisor and leading multiple digital transformation programs across global organisations. Through thought leadership and I am a catalyst for change, driving innovations with measurable outcomes.

  • Global Strategic Customer Success Account Manager

    Jul 2021 - now

  • Senior Technical Account Manager (TAM)

    Feb 2019 - May 2024