Career Profile
Technical enthusiast and business professional with a strong background in customer and partner-facing account management, open source product development lifecycles, leadership, and program management; proven ability to build and nurture lasting relationships, lead teams, know an audience, and drive successful outcomes.
Experience
- Drive positive CX through technical partnership with strategic, external SAS Viya 4 Azure AKS-hosted customers
- Oversee and approve all operational changes for assigned accounts hosted environments
- Lead internal efforts to bring consistency to offering and improve overall experience
- Led cross-functional team of 10 to develop in-house Customer Health Scorecard product; delivered on-time with constrained budget through an Agile approach, providing new and unique Bayes’ theory-based insights for field teams across Experience, Engagement, and Financial pillars
- Developed and led cross-organizational global interlocks, bringing CX, CS, and Services leadership together, resulting in tighter internal synchronization, faster course correction, and improved global CSAT
- Led creation and adoption of a single unified escalation process for global field personnel, cutting executive-level escalations by over 50%
- Managed relationships with strategic partners from a technical, go-to-market perspective; providing technical and process-related guidance, aligning relevant product team resources where necessary
- Onboarded partner engineers into Red Hat via NDA where deemed necessary to increase collaboration and decrease time-to-market
- Streamlined and brought structure to Not For Resale (NFR) subscription process, creating a much more positive experience for partners while also alleviating various internal pain points
- Built and staffed new Partner Technical Account Management program, successfully onboarding ~40 North America based partners with an initial team of five and growing to >10 during tenure
- Requested to represent CS organization in major oil and gas hybrid cloud initiative between Red Hat, IBM, & Schlumberger, to bring structure and alignment to regional field sales teams globally; Executed successfully through rapid situation assessment and relationship building, followed by regular global syncs and status updates directly to Executive leadership
- Maintained 100% TAM retention rate through tenure, contributing to >5 $10M+ subscription renewals each year
- Promoted from Associate to Principal in ~three years due to a proven passion for driving positive customer experiences through professional engagement execution (QBRs, general proactivity, lunch and learns, one-offs, checkpoints, etc.), rapid escalation resolution/get well plans, confidence, integrity, advocacy, education, and large amounts of empathy
- Forged and nurtured relationships with 20+ strategic customers as an integral part of field account team, spanning Enterprise, Healthcare, US Public Sector, Financial, and Partner verticals while also coaching and mentoring new and aspiring Technical Account Managers
- Served as Identity Management specialist, moonlighting for Consulting at times, leading pre-sales discussions on the topic, and engaging on many engagements considered at-risk
- Supported global customers via Salesforce CRM, phone, and remote screen sharing, focusing on the identity space; Consistently hit >95% SLA attainment and maintained excellent CSATs while closing 90+ cases/mo
- Assisted in case management and Red Hat knowledgebase workflows, serving as manager on duty during North American support hours, fielding customer escalations as necessary
- Implemented RBAC via Oracle Identity Analytics to bring granular access controls to network-based resources in line with Infosec team mission
- Dedicated to Wachovia account and responsible for maintaining 10,000+ servers in national datacenter with a 4hr SLA; 98% SLA attainment achieved
- Performed software quality testing on IBM eServer BladeCenter Chassis’ and blade servers, automating test preparation resulting in a 300% faster time to test execution