Ed Brown
About Ed Brown
Ed Brown is a Client Success Manager at SITA, where he has worked since 2014, focusing on customer relations and service delivery. He previously held the position of Customer Service Manager at Orange for 15 years and has a background in Telecommunications Technology.
Work at SITA
Ed Brown has been serving as a Client Success Manager at SITA since 2014. In this role, he acts as the principal interface between senior leadership within customer organizations, SITA, and suppliers. His responsibilities include managing escalation and crisis management processes to resolve customer issues effectively. He collaborates with various business solution lines to ensure that customer service requirements are met during implementation. Additionally, he leads Service Review and governance meetings, ensuring that reporting obligations are fulfilled.
Previous Experience at Orange
Before joining SITA, Ed Brown worked at Orange as a Customer Service Manager for 15 years, from 1999 to 2014. During his tenure, he developed skills in customer service management and crisis resolution, which he has carried into his current role. His experience at Orange laid a strong foundation for his expertise in client relations and service delivery.
Education and Expertise
Ed Brown studied at Northern Kentucky University from 1994 to 1996. He also attended the Community College of the Air Force, where he focused on Telecommunications Technology/Technician and achieved a certification in Electrical Systems from 1996 to 2000. His educational background supports his technical knowledge and enhances his capabilities in managing client success and service delivery.
Leadership and Team Management
In his role, Ed Brown leads cross-functional teams to ensure the successful delivery of customer solutions. He manages the Continual Process Improvement process with the service management team and third-party suppliers. Ed also coaches and mentors junior Client Success Managers, fostering their development and enhancing team performance. His leadership skills contribute to the overall success of the Customer Success practice.
Financial Analysis and Proposal Management
Ed Brown evaluates solutions and costs related to service management proposals. He provides alternative concepts to support these proposals and conducts financial analysis for bid opportunities. His expertise in financial management aids in forecasting and managing the revenue pipeline for Global Services territory and the Customer Success practice.