Commitment to High Customer Satisfaction

by Glen Vondrick

May 26, 2017

CoSo General Manager, Glen D. Vondrick, recounts changes and recaps the services available for CoSo’s customer base moving forward.  

Over the past two months since we became CoSo Cloud LLC, an AASKI company, we’ve experienced several changes internally, but I’m proud to say these changes have not impacted our commitment or delivery of our managed services to our customers.  We continue to invest in infrastructure and staff upgrades to provide the very best experience for users on the CoSo Cloud private cloud platform.

Our Customer Success team, led by Mark Douglas, is busy providing proactive account management services to support customer specific use cases.  Mark has been with us since 2012 as a key member of the CoSo management team, and is valued by internally and by many customers for his responsiveness and problem-solving skills.  Mark has strong support in place with William Altenloh servicing our commercial enterprise customers and with Marc Sason servicing our Federal Government FedRAMP customer base.  Both joined us 6 months ago, and have developed the important partnership relationships with their customers.  We want all of our customers to reach out and leverage their ability to provide additional insights and knowledge that can help drive new solution ideas and adoption for customer success. 

Our Customer Technical Support team continues to be led by Mike Kennedy in San Francisco, and our Data Center Operations team continues to be led by Chris Johnson, out of North Carolina.  Mike Kennedy came directly to us from Adobe over 5 years ago as a key member of the product support team and has been leading a seasoned team of support engineers to diagnose and solve customer reported troubles to ensure high customer satisfaction. Chris Johnson joined our team in 2015, and he has brought a wealth of knowledge and leadership which led to a completely modernized virtual architecture platform for our managed services.  His team operates six data centers on three continents on a 24x7x365 basis with a distributed team across the U.S.  

Lastly, behind the scenes providing help with any issue that requires escalation or a deeper technical dive, we have Christ Tennant, CoSo Cloud’s Chief Architect and the developer of all the great management tools such as Global Monitor and Control Center, which powers Connect in the CoSo private cloud.  Chris is the co-founder of ConnectSolutions, and has helped Adobe through dozens of releases over the years, with the vast knowledge of Connect.  He remains with us as part of the leadership team at CoSo Cloud.

For the past 10 years, our CoSo Cloud platform has been the most secure, scalable, and highly reliable virtual training and collaboration service for Adobe Connect, with a 99.99% uptime SLA.  When it comes to sensitive government information and proprietary corporate data, we understand just how important it is to protect it from external threats.  That’s why we’re continually investing in our infrastructure to ensure it meets critical compliance regulations including SOC 2, FedRAMP, HIPAA and HITRUST.  With the infrastructure, we feel it’s important to know you have dedicated partner and direct access to people.  That’s why our customers receive a dedicated on-shore customer success manager along with an always available technical support team who understand your use case to provide full server monitoring as well as manage software updates.

If you have not met or spoken to any of these key leaders at CoSo Cloud, for any reason, please reach out to me at glen.vondrick@cosocloud.com or a member of the management team directly.  We are committed to YOUR success with Adobe Connect and CoSo Cloud!