Top Talent like Pete are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specilaized talent, while giving talent more flexibilty and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Pete Lauria

Customer Success Manager • Project Manager • Operations Manager • Ocean Township, NJ, US
Strategic Planning
Customer Experience
Project Management
Public Speaking
Keynote
Training
Microsoft 365
Available for hire fromNegotiable
Contracts
Technical Account Management and Customer Success Expert
With a robust educational background, including an MBA in CIS from Colorado State University and a Professional Certificate in Customer Experience from The CX Academy, I have cultivated a dynamic career in technical account management and customer success. My experience spans leading roles at Microsoft, Zendesk, and Own Data, where I have driven significant improvements in customer satisfaction and operational efficiency. I also founded a mentorship program at Microsoft to foster diverse talent, expanding it nationwide. My strategic approach to customer success has consistently delivered value. I am passionate about leveraging technology to enhance customer experiences and drive business growth.

Work History

O

Manager, Technical Account Management

Own CompanyMay 2024 - Aug 2024 • 4 mosLeading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments. Strategize on process standardization and KPI tracking for a growing TAM services program.
Z

Senior Technical Account Manager

ZendeskSep 2021 - Apr 2024 • 2 yrs 8 mosDrive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities. Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC). Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings. Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by over 75%.
M

Customer Success Account Manager

MicrosoftJul 2020 - Sep 2021 • 1 yr 3 mosLead customers overall Success and Support experience by rallying the team around customers priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical solutions healthy for customers to get the most out of technology investments. Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud solutions. Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations. Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies. Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes. Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.
M

D&I Summer College Mentorship Program Founder

MicrosoftFeb 2016 - Sep 2021 • 5 yrs 8 mosCreated a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future opportunities, and role potential. Fostered awareness of career opportunities and broadened perspectives on the role of technology in their chosen field. Grew the program from 8 students in one location to 36 students in 4 locations nation-wide.
M

Technical Account Manager

MicrosoftDec 2011 - Jul 2020 • 8 yrs 8 mosDirected a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm. Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business). Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions. Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services. Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.

Education

C

Colorado State University

Master of Business Administration (M.B.A.), CIS2012 - 2015
T

The CX Academy

Professional Certificate in CX, Customer Experience2021 - 2022
C

Colorado State University

Graduate Certificate, Business Information Systems2016
R

Rutgers University

Certificate, Project Management2011
R

Roger Williams University

Bachelor of Science, Architecture; Historic Preservation

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Technical Account Management and Customer Success Expert
With a robust educational background, including an MBA in CIS from Colorado State University and a Professional Certificate in Customer Experience from The CX Academy, I have cultivated a dynamic career in technical account management and customer success. My experience spans leading roles at Microsoft, Zendesk, and Own Data, where I have driven significant improvements in customer satisfaction and operational efficiency. I also founded a mentorship program at Microsoft to foster diverse talent, expanding it nationwide. My strategic approach to customer success has consistently delivered value. I am passionate about leveraging technology to enhance customer experiences and drive business growth.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Top Talent like Pete are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specilaized talent, while giving talent more flexibilty and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Pete Lauria

Customer Success Manager • Project Manager • Operations Manager • Ocean Township, NJ, US
Strategic Planning
Customer Experience
Project Management
Public Speaking
Keynote
Training
Microsoft 365
Available for hire fromNegotiable
Contracts

Work History

O

Manager, Technical Account Management

Own CompanyMay 2024 - Aug 2024 • 4 mosLeading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments. Strategize on process standardization and KPI tracking for a growing TAM services program.
Z

Senior Technical Account Manager

ZendeskSep 2021 - Apr 2024 • 2 yrs 8 mosDrive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities. Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC). Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings. Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by over 75%.
M

Customer Success Account Manager

MicrosoftJul 2020 - Sep 2021 • 1 yr 3 mosLead customers overall Success and Support experience by rallying the team around customers priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical solutions healthy for customers to get the most out of technology investments. Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud solutions. Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations. Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies. Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes. Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.
M

D&I Summer College Mentorship Program Founder

MicrosoftFeb 2016 - Sep 2021 • 5 yrs 8 mosCreated a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future opportunities, and role potential. Fostered awareness of career opportunities and broadened perspectives on the role of technology in their chosen field. Grew the program from 8 students in one location to 36 students in 4 locations nation-wide.
M

Technical Account Manager

MicrosoftDec 2011 - Jul 2020 • 8 yrs 8 mosDirected a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm. Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business). Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions. Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services. Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.

Education

C

Colorado State University

Master of Business Administration (M.B.A.), CIS2012 - 2015
T

The CX Academy

Professional Certificate in CX, Customer Experience2021 - 2022
C

Colorado State University

Graduate Certificate, Business Information Systems2016
R

Rutgers University

Certificate, Project Management2011
R

Roger Williams University

Bachelor of Science, Architecture; Historic Preservation

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.