Dino K.

As an Adoption and Change Management Certified Consultant I am an Adoption advisor and Change Manager with a deep understanding of the SWO Adoption and Change Management Framework and how it can be delivered to our customers. By being a consultant I'm doing my best to provide our customers with best practices on adoption and change management, by levering knowledge and experiences, not just from the ACM perspective but also from a technical perspective. In addition to the above, I'm able, as an ACM Consultant, to transfer the learnings into your day to day business to adopt the framework and help organizations drive change in the workplace, successfully introduce new technologies and unleash the full power of technology.

As a Customer Success Manager, I'm ensuring that customers are consuming and utilizing all the products and services they purchased and that so they are achieving their goals and desired outcomes. My speciality lies between Productivity, Collaboration and Technology. My general responsibilities include: ▶ Working with CBDM (Customer Business Decision Maker) and Services team to develop an overall account plan to maximize opportunities and generate sales activity ▶ Overseeing and coordinating end-to-end service delivery for strategic accounts by working with the local and global services teams ▶ Acting as a primary point of contact, after service delivery, for questions and support regarding the service implemented ▶ Leading service requests and incidents procedures (registration is ITSM tool, assigning to expertise group, maintaining progress) ▶ Developing strong knowledge of leading industry trends and SoftwareONE service offerings through on-going training with software publishers and SoftwareONE Service teams ▶ Engaging in pre-sales activities and assisting in cross- and up-selling SoftwareONE service opportunities ▶ Working within the regional CSM team and participating in service improvement and development activities, such as performing CSAT surveys and customer interviews to determine how can we help customer more and better ▶ Preparing and leading QBR meetings from an operational perspective ▶ Ensuring customers are consuming all services they purchased In addition to above: ✔ I have led the migration from Skype for Business to Teams(Only) in our country office, ensuring that all employees are migrated to Teams and that everything is working for them after the migration. To achieve this I educated myself on MS Teams and read about best practices and successfully coordinated with Global BiT Team. In order to successfully complete the project I hold a workshop for our country's team on best practices on the use Teams(Only).