Ross Romanello
King Of Prussia
Summary
Dynamic Customer Success Manager with a proven track record within the IT industry, excelling in long-term client success and support. Expert in managing SaaS applications and integrations while enhancing customer satisfaction as a trusted partner.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Recent Communications
2025.04 - Current
- Managed client inquiries and resolved issues promptly, enhancing customer experience.
- Conducted in person check-ins with clients to gauge satisfaction and gather feedback for improvements.
- Facilitated onboarding processes for new clients, ensuring smooth transitions and high satisfaction.
- Worked hands on with configuring third party SaaS integrations. (Microsoft Team, Hub Spot, Contact Center, Disaster Recovery)
Technical Services Manager
Recent Communications
2022.06 - 2025.04
- Managed technical support for clients, ensuring timely resolution of issues and high satisfaction rates.
- Successfully implemented domains for over thirty new clients on the Skyswitch platform.
- Generated monthly invoices for Coredial and Skyswitch platforms and quartly services contracts for Avaya customers.
- Overall support scope: Five thousand users, over one hundred small & mid-sized organizations, two platforms. ( Skyswitch and Coredial)
S4HANA Basis Consultant
SAP America Inc.
2021.02 - 2022.06
- Implemented system upgrades to enhance SAP performance and reliability.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues associated with the SAP S4HANA Basis scope.
- Analyzed system configurations to ensure optimal performance and compliance with best practices.
- Developed documentation for processes and procedures to streamline operations.
- Configuration of Enable Now's technical landscape for clients: Single-Sign-On, Identity Authentication Service, and Web Assistant.
- Certifications obtained: SAP Certified Technology Associate - OS/DB Migration, SAP Certified Technology Associate - System Administration SAP HANA
Customer Engagement Analyst
SAP America Inc.
2020.04 - 2021.02
- Member of SAP's North America Services Delivery Academy
- Provide support to Technical Quality Managers in delivering Premium Engagement (Max Attention) services to SAP clients.
- Understand and align SAP service portfolio offerings to enhance customer satisfaction and efficiency.
- Certifications: SAP Innovation and Advisory Knowledge - Public Cloud Mindset
System Engineer Intern
Universal Health Services
2019.05 - 2020.06
- Coordinated server upgrades and decommissions.
- Assisted with Active Directory tasks involving DNS, Sites and Services, and Group Policy Management.
- Helped administer and maintain Citrix XenApp and XenDesktop environments, ensuring optimal performance and end user satisfaction.
- Managed elevated credentials and access through Beyond Trust Privileged Account Manager.
Education
BBA - Management Information Systems
Temple University, Fox School of Business
Philadelphia, PA2020-05
Skills
- Customer account management
- Customer service and support
- Client relations
- Customer success
Timeline
Customer Success Manager
Recent Communications
2025.04 - Current
Technical Services Manager
Recent Communications
2022.06 - 2025.04
S4HANA Basis Consultant
SAP America Inc.
2021.02 - 2022.06
Customer Engagement Analyst
SAP America Inc.
2020.04 - 2021.02
System Engineer Intern
Universal Health Services
2019.05 - 2020.06
BBA - Management Information Systems
Temple University, Fox School of Business