Rafael Wright

Experience

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  Tradeoff Tecnology

  Jan 2008 - Jan 2009

  IT Consultant
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  GE Transportation

  Aug 2009 - Dec 2009

  System Analist

  • Windows Server Specialist• Document Environment• Support Environment• Support Team

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  IBM

  Dec 2009 - Apr 2013

  Subject Matter Expert

  • Subject Matter Expert. Intel focal for IBM Accounts.• Responsible for the communication/relationship between International Customers (Inbev, GAP, Whirlpool and others) and external providers supporting the Intel environment.• Responsible for the infrastructure supporting Web Servers, Application Servers, Load Balancers and Network.• Monthly business service meeting with stakeholders to share SLA results and discuss improvement opportunities.• Worked as an Intel focal point of the Data Center Transition of Grupo Pão de Açucar to IBM, responsible for all the documentation, changes and all the data center movement (server and hardware). Show less

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  Symantec

  May 2013 - Oct 2015

  Customer Success Manager

  • Understand and articulate a customer’s business and the impact SYMANTEC solutions have on that business • Proactively manage the relationships with other SYMANTEC service organizations that touch the assigned accounts. • Develop strong relationships with internal personnel in all functional areas of SYMANTEC• Proactively resolve technical support and product issues through technical support, engineering, and product management • Understand and communicate updates on open issues • Engage and manage resources when fly to site is necessary • Proactively introduce cross services to customers to ensure optimal SYMANTEC services insight and anticipate preventative opportunities • Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts • Understand and represent the immediate and consequential value of Business Critical Services • Provide accurate and timely reporting to meet both internal and customer requirements • A single point of contact, available 24x7 on-call for each account. Show less

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  Veritas Technologies LLC

  May 2013 - Jul 2018

  Customer Success Manager

  • Understand and articulate a customer’s business and the impact VERITAS solutions have on that business • Proactively manage the relationships with other VERITAS service organizations that touch the assigned accounts. • Develop strong relationships with internal personnel in all functional areas of VERITAS • Proactively resolve technical support and product issues through technical support, engineering, and product management • Understand and communicate updates on open issues • Engage and manage resources when fly to site is necessary • Proactively introduce cross services to customers to ensure optimal VERITAS services insight and anticipate preventative opportunities • Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts • Understand and represent the immediate and consequential value of Business Critical Services • Provide accurate and timely reporting to meet both internal and customer requirements • A single point of contact, available 24x7 on-call for each account. Show less

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  Automation Anywhere

  Mar 2019 - Aug 2020

  Senior Customer Success Manager

  • Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.• Develop, prepare, and nurture customers for advocacy.• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.• Work to identify and/or develop upsell opportunities.• Advocate customer needs/issues cross-departmentally.• Program manage account escalations. Show less

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  Pegasystems

  Jan 2021 - now

  • Develop Trusted Advisor Relationships: Cultivate strong, trusted advisor relationships with multiple stakeholders within client accounts to enhance engagement and ensure customer satisfaction across the organization.• Advocate for Clients: Act as the primary advocate for client accounts within Pega, swiftly managing escalations and coordinating with various internal teams to address and resolve client issues effectively.• Drive Client Insights: Utilize both discrete and aggregate measures of client health to generate actionable insights, identify potential areas of risk, and implement proactive strategies to mitigate those risks.• Enhance Value Realization: Apply proven methodologies to evaluate the value clients have achieved through Pega technology, transforming these insights into strategic recommendations that enhance overall value realization.• Share Industry and Product Knowledge: Leverage extensive industry and product knowledge to provide clients with insights on maximizing their Pega licenses, driving significant business benefits and optimizing their investment. Show less

  • Senior Client Success Manager

    Apr 2024 - now

  • Portfolio Success Manager

    Jan 2021 - Mar 2024