Summary
Overview
Work History
Education
Skills
Timeline
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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
04.2025 - 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
06.2022 - 04.2025
  • 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.
02.2021 - 06.2022
  • 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.
04.2020 - 02.2021
  • 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
05.2019 - 06.2020
  • 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, PA
05-2020

Skills

  • Customer account management
  • Customer service and support
  • Client relations
  • Customer success

Timeline

Customer Success Manager

Recent Communications
04.2025 - Current

Technical Services Manager

Recent Communications
06.2022 - 04.2025

S4HANA Basis Consultant

SAP America Inc.
02.2021 - 06.2022

Customer Engagement Analyst

SAP America Inc.
04.2020 - 02.2021

System Engineer Intern

Universal Health Services
05.2019 - 06.2020

BBA - Management Information Systems

Temple University, Fox School of Business

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Ross Romanello