Summary
I am a Customer Success professional with over 12 years of experience in the technology industry. My expertise lies in cultivating and managing relationships, overseeing implementation projects with strategic customers to enhance retention rates, and fostering revenue growth opportunities. Additionally, I have successfully led technical support teams.
Experience
Senior Customer Engineer, Implementation
Cortex | February 2024 – Present
Software Engineering Immersive Fellow
General Assembly | August 2023 – November 2023
- Completed a full-stack software engineering course.
- Learned to use HTML, CSS, JavaScript, Node, MongoDB, Express, SQL and Python on personal and team programming projects.
- Planned, wrote, tested, deployed and launched two full-stack applications.
- Integrated third-party APls into websites and applications.
Technical Account Manager
Platform.sh | August 2020 – June 2023
- Led the implementation of Totango for the Customer Success team.
- Onboarded and was the dedicated account manager for strategic accounts.
- Was the technical point of contact and advocate for assigned customers during implementation.
- Facilitated product training and demos for new customers and agencies on our platform.
- Project setup, configuration, and consulting for software integration with our platform on our Grid (container-based) and Dedicated (VM-based) architectures; using tools like GitLab, shared Slack channels with agency teams, Totango, and JIRA to document implementation and organize customer communication.
Career Break | February 2019 – July 2020
- DYDX+Co [February 2019 – July 2020]: Started an agency to provide open source software consulting and implementation services.
- Abstract [January 2020 – March 2020]: Senior Support Engineer – Provided technical support to users of the Abstract application.
Customer Success Manager
DigitalOcean | December 2016 – January 2019
- Focused on customer retention and growth, assessing revenue churn indicators, and looking for opportunities to either retain customers or increase their product usage.
- Provided account management and technical expertise to customers assigned to me while executing projects using our infrastructure.
- Improved early adoption of new products and features with customers in my portfolio by running email campaigns, being their technical point of contact, and supporting their product implementation.
Customer Success Engineer
DigitalOcean | June 2016 – December 2016
- Provided a differentiated onboarding and technical support experience to tech startups, mid-market, and enterprise customers using our infrastructure to run their businesses.
Technical Support Manager
WP Engine | February 2014 – May 2016
- Led a team of technical support specialists across three levels of specialization on our platform (L1-L3) who provided technical support to WP Engine customers.
- Helped to create an environment that enabled the team to deliver outstanding technical support to our customers.
- Helped to create feedback loops between the technical support teams and product management that provided input to product direction.
Technical Support Manager
Bigcommerce | November 2011 – August 2013
- Led a team of remote support techs who provided technical support to Bigcommerce clients through live chat and email globally.
- Helped to manage the live chat and email support queues, ensuring that tickets were properly prioritized, and escalated cases were resolved with the proper follow-up from client success leadership.
- Created a remote team scorecard to measure individual and team progress towards organizational goals.
- Was responsible for all aspects of team performance including staffing decisions, coaching, goal setting, development planning, performance evaluations, and recognition.
Technical Support Specialist
Bigcommerce | November 2010 – November 2011
- Enabled our clients to run their businesses by troubleshooting issues related to software setup, store design (HTML/CSS/Javascript) and our API.
Education / Certifications
Software Engineering Immersive
General Assembly | Issued November 2023
Solutions Architect – Associate
AWS Training and Certification | Issued April 2022
Software Product Management
Product School | Issued April 2018
IT Service Management – ITIL v3
AXELOS Global Best Practice | Issued July 2011
Skills / Capabilities
Account Management, Customer Success, Team Leadership, Strategic Planning, Project Management, Software Implementation, Problem Solving, Critical Thinking, Technical Support, Systems Administration