Esmaeil Khaksari

As a life-long technology enthusiast, I seek to help others identify their goals and achieve them. With three specialties in information science, business administration, and change leadership I am exceptionally qualified to understand clients stated and unstated needs.

Quick learning and an exhaustive knowledge of the product I represent allows me to translate those needs into a working solution. Finally, understanding that real change is often difficult, I work to ensure that customer embraces the change, and utilize the systems. This makes for happy clients and better customer retention.

Resumé

Customer Success Manager | Manticore Technology | 03/2010 – Present

• Provide extensive pre-sales engineering
• Exceed customer retention targets
• Completely redesigned the on-boarding and support processes
• Launched a new customer portal with rewritten documentation
• Lead a team of Customer Success Managers & Associates

Technology Consultant | Boston College | 08/2005 – 09/2009

• 
  
• Researched and implemented cost saving measures
• Trained staff and users to work with various software and systems
• Provided Tier 3 support to over 400 clients

Technology Assistant | Boston College | 03/2002-08/2005

• Supported a mix of over one-hundred professors, staff, and graduate students in various technical roles.
• Managed digital archives.
• Redesigned the department websites.
• Reduced costs by moving almost all department materials online.
• Trained users in a variety of desktop software and SaaS.

Education

Master of Business Administration, Boston College, 2009
Leadership for Change certificate program, 2009
B.S., Management Information Science, Boston College, 2005

Skills

• 
  
• »Public Speaking & Product Demonstration
• 
  
• »Online Training & Account Management
• 
  
• »Gathering user & functional requirements
• 
  
• »Statistical Analysis
• 
  
• »Help Desk Software: HP OpenView (Service Center), Service Cloud, Zendesk, etc.
• 
  
• »Salesforce Administration
• 
  
• »CSS, HTML & Javascript
• 
  
• »Marketing Automation Platforms (MAPs): Manticore Technology, Eloqua, & Marketo
• 
  
• »Mass Marketing, Email Service Providers (ESPs): Campaign Monitor, MailChimp, Vertical Response, etc.
• 
  
• Internet Advertising: Dart (DFA), Google AdWords
  
• »SQL, Shell scripting
•