Konrad Solis

•Build and maintain strong, long-lasting customer relationships
•Act as primary point of contact and develop a trusted relationship with Bugcrowd's clients
•Establish and oversee client on-boarding experience, training and development of best practices to continually drive incremental value to clients
•Understand and assess client requirements, security strategy and corporate structure as
it applies to our products
•Identify, and nurture opportunities and collaborate with sales teams to ensure growth
•Forecast and track key account metrics
•Assist with high severity requests or issue escalations as needed
•Manage client feedback providing input to appropriate stakeholders
•Aid in the growth and prioritization of product and services development

• Manage Customer Operations staff and resources to provide customer support satisfaction
• Manage team members to ensure they meet departmental objectives for first-level response and resolution goals
• Manage the department workload and priorities and ensure adequate staffing coverage for each specialization area
• Serve as an escalation point for customer reported issues or customer initiated escalations. Coordinate escalation internally with designated product support managers and notify senior management as needed
• Provide guidance to team personnel with the handling of customer problems, issues, questions, and concerns that are of a more challenging nature, meeting or exceeding customer expectation
• Conduct quality monitoring of team interactions (KPI´s)
• Ensure employees have the necessary tools, training and soft skill development to be successful.
• Identify and communicate employee objectives and accountabilities
• Conduct employee performance evaluations
• Provide coaching, mentoring and training to employees as needed
• Coordinate and develop support plans for existing and new products and services with the various internal departments
• Generate both internally and externally requested reports, files, output to support problem resolution, billing issues, and new revenue generation.
• Support the continuous improvement objectives by assisting with identification, development and integration of process improvements
• Control budgetary spending within department budget guidelines and manage accurate project time reporting

• Research and develop of new markets for existing and new products
• Monitoring and evaluating company social networks (Facebook, Twitter and Website)
• Construction of action plans for social networks
• Develop product pricing and positioning strategies (Business plans)
• Continuous assessment for improvement of different products and services
• Interdisciplinary co-ordination with engineering teams to deliver with quick time-to-market and optimal resources (technicians, designers and web developers)

• Leading and supervising sales team associated with a specific channel, including sales representatives, field agents and business to business executive
• Assist field representatives and managers in support of customers and territories regarding product and advantages
• Negotiation of distribution, branding, commercial actions and price arrangement
• Create weekly reports containing inventory, training, commercial actions and opportunity areas
• Analysis of the distribution channel and market, taking appropriate business actions according to situation at hand
• Act as the primary contact on behalf and build collaborative relationships with the customer

• Resolution of technical issues and administrative queries