Summary
Overview
Work history
Education
Skills
Personal Information
Affiliations
References
Timeline
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Mitch Red Andrews

Horley,Surrey

Summary

Accomplished professional specializing in partner management with proven adaptability and communication skills. Focused on driving success for partners and customers through effective collaboration and strategic initiatives.

Overview

13
13
years of professional experience
1
1
year of post-secondary education

Work history

Manager of Partner Success EMEA

NiCE CxOne
Remote
05.2022 - Current
  • Led performance reviews, identified areas for improvement.
  • Managed team dynamics by implementing conflict resolution strategies.
  • Delegated tasks efficiently to maximise productivity.
  • Served as escalation point for EMEA-based partners.
  • Tracked KPIs for QBRs
  • Managed invoice dispute process

Senior Partner Success Manager

NiCE CxOne
Remote
02.2021 - 05.2022
  • Onboarded and trained junior Partner Success Managers to enhance team capabilities.
  • Served as second-level escalation point for EMEA Partners, resolving complex issues.
  • Assisted Sales in generating accurate quotes and optimising Order to Bill process.
  • Identified knowledge gaps within assigned implementation Partners and recommended certification courses.
  • Regular calls with assigned Partners addressing billing disputes, ongoing projects, and open support cases

Partner Success Manager

NiCE CxOne
Remote
06.2019 - 02.2021
  • Conducted monthly invoice reviews with EMEA Partners to ensure accuracy.
  • Raised credit requests for disputed invoices to facilitate resolution.
  • Coordinated with billing department to rectify account setup and billing errors.
  • Tracked Partner-led deployments to ensure accurate go-live dates.
  • Facilitated regular support calls with Partners to address open cases and resolve escalations.

Senior Systems Engineer

Verint Systems
07.2012 - 05.2019
  • Working with partners to ensure customer satisfaction over the duration of projects, as well as smooth transition from services to support
  • Installation, configuration and testing of WFO application and recorders
  • Troubleshooting issues with recording or CTI via integration logs and close cooperation with partner call manager teams, e.g. Cisco, BT, Maintel, ATOS, WIPRO
  • Main recording engineer for BT Multi-tenanted platform
  • Training and being shadowed by new starters, as well as integrating them into life at Verint
  • Evening or weekend work to either assist partners in troubleshooting systems at a convenient time, or to perform system upgrades

Education

Bsc (hons) - Computing top up

University of Surrey
Ewell - NESCOT Campus
09.2011 - 06.2012

Skills

  • Technical troubleshooting
  • Partner management
  • Adaptability
  • Communication proficiency
  • Time management
  • Organizational skills
  • Effective delegation
  • Invoice reviews
  • Billing logic understanding

Personal Information

Hobbies: In my spare time, when I'm not looking after my 2 toddlers, I enjoy watching Arsenal, London Irish RFC and Green Bay Packers. In the summer months, I enjoy course fishing, mainly for Carp when time allows. In the evenings when my partner is out, I will spend them playing video games, watching movies with friends, studying Asian culture, and reading books from my childhood to my children.

Affiliations

  • Fishing
  • Football - Arsenal

References

References available upon request.

Timeline

Manager of Partner Success EMEA

NiCE CxOne
05.2022 - Current

Senior Partner Success Manager

NiCE CxOne
02.2021 - 05.2022

Partner Success Manager

NiCE CxOne
06.2019 - 02.2021

Senior Systems Engineer

Verint Systems
07.2012 - 05.2019

Bsc (hons) - Computing top up

University of Surrey
09.2011 - 06.2012

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