Irvine, CA: Feb 9, 2023 – – CloudCover, a Gartner-Recognized “Cool Vendor in Channel Enablement” has today announced that Carmelo Grecia has been promoted to the new Vice President of Global Technical Services. This promotion marks the steady growth of CloudCover’s global services and engineering. CloudCover acquired Palotac in 2022 which added over 1,200 new engineers and 130 countries for hardware replacement and expert TAC support, globally.
Carmelo brings over 20 years of experience to his new role as Vice President of Global Technical Services, endorsing a “Follow-the-Sun” service delivery support model strategy, worldwide. Prior to joining CloudCover Carmelo worked at Tech data and earned his “Train-the-Trainer” status for multiple companies with top CEs . He built a third-party technical support department to the highest level, and created a CMS/LMS knowledge base and training system for Customer Engineers.
CloudCover’s business has been steadily growing from a channel service delivery partner to larger partner enablement offerings. These offerings include a global hybrid maintenance support delivery backed by CloudCover’s own intelligent maintenance management platform. The platform includes a custom-built Artificial Intelligence as a Service (AIaaS). With AIaaS CloudCover improves maintenance delivery outcomes with every service call response using their own proprietary, machine-learning model. Using CloudCover’s intelligent platform, Channel Partners can uncover, understand, and grow existing customer maintenance relationships into larger business opportunities.
“Over the past three years, Carmelo has built an impressive career as CloudCover’s Director of Technology. He has managed and built out our teams and vendor marketplace to handle all service-related relationships and activities while delivering a best-in-class model to our customers,” said Jeff Huggins, CloudCover’s CEO and President. “We are pleased to have Carmelo ‘The Wolf’ Grecia on our team. This promotion is well-deserved.”
On the current economic client, Jeff added, “With the uncertainty in the 2023 markets, we are seeing many companies looking for ways to pull back on investing and overall budgets. We see this as an opportunity to expand our global field services capabilities to meet IT departments’ needs. The good news for Channel Partners is that there are several strategies available to support their customers’ IT requirements while also protecting their margins.”
Jeff added that, “Demand for CloudCover’s solutions to fill global customer requirements and offer a unique approach to the customer experience has driven us as an organization to think outside specific regions and technology stacks. Investing in Carmelo and expanding our services team --coupled with our software development for enablement -- is where we are putting our efforts. We are ready to meet the growing urgency of an ‘OnDemand™’ market place.”
“Working at CloudCover has allowed me the freedom to build out new, department-wide systems and focus on large-scale problem-solving directly with our customers,” said Carmelo. “It is deeply satisfying to get the opportunity to work with so many different Channel Partners and their clients on a global scale. That trust from both Jeff and our customers has been integral to the growth in this department and I am proud to be leading our global technical services. As our business expands, this department is not only growing but getting more intelligent about our automation and tracking to increase our customer satisfaction. We are scaling both people and processes, providing customers with more efficient and personal service delivery solutions.”
CloudCover has recently posted new openings in their engineering department in EMEA, continuing the expansion announced with the Palotac acquisition last year. They have also added new functionality to the platform including a new OEM API integration that relieves Channel Partners’ tracking complexity and customer frustration over managing multiple OEM and vendor portals.
Over 150 Channel Partners are already exploring new models of growing their businesses with CloudCover. CloudCover has created the only intelligent direct-to-channel model, combining maintenance management software with global service delivery. Channel Partners and their customers get a singular view of all contracts, warranty, and maintenance information through their own customized dashboard. Channel Partners can self-brand the dashboard to offer a fully integrated, built-in third-party support option for their teams and their end-users. Now Channel Partner clients can easily purchase or extend contracts from OEM vendors or third-party maintenance providers with a simple click of a button. With CloudCover, Channel Partners capture over 30% more renewals through automation and get access to scalable, global maintenance support through their own, self-serve platform. For more information or a demo of the platform please visit www.cloudcover.it.