Amar Johal Email & Phone Number

Danville, Ca, Us

Austin, Texas, Us

-Oversaw case load routing for SolarWinds' senior technical support teams, ensuring efficient allocation and resolution.-Led weekly calls to review and analyze support KPIs for continuous performance improvement.-Managed scheduling for a global team of 20 engineers, including work hours, days off, PTO, and vacation planning.-Served as the primary point of contact for high-level accounts, addressing all technical requests and ensuring customers were set up for success with our product.

Austin, Texas, Us

-Developed an operating model and playbook outlining best practices for fostering empathy and delivering exceptional customer care.-Collaborated with Product and Engineering teams to identify, scope, and prioritize both internal and customer-facing features.-Represented the Voice of the Customer in cross-functional collaboration with Marketing, Sales, and Product teams.-Transformed customer support into a competitive advantage rather than a business expense.Compiled and analyzed user activity reports for discussion during weekly meetings.

Austin, Texas, Us

I balanced reactive customer support with proactive initiatives, leveraging insights from customer interactions to implement effective customer success strategies. My primary focus was on driving customer retention and satisfaction. Key achievements include:- Enhanced onboarding messaging tailored to user activity.- Designed a HealthScore system for converted customers.- Identified key milestones predictive of customer conversion.- Pinpointed "at-risk" customer moments and developed actionable solutions.- Automated KPI reporting for the Customer Success team.- Created a comprehensive plan for conducting QBRs.- Established an NPS strategy to measure and improve customer satisfaction.- Built a process to track account activity changes, boosting retention rates.- Contributed bug fixes and feature enhancements to the core application and open-source libraries.

-Provided post-sales integration support to developers, assisting with the seamless integration of the Crittercism mobile application management agent into iOS and Android applications.-Delivered developer support for installing and implementing Crittercism, ensuring a smooth user experience.-Developed Python integrations for business intelligence platforms such as Ducksboard, Geckoboard, and Tableau.-Automated and administered Salesforce processes to enhance support efficiency.-Created iOS and Android example applications showcasing Crittercism’s capabilities.-Collaborated on the specification and launch of the Crittercism Community.-Authored developer tutorials and troubleshooting articles for the Crittercism Knowledge Base.-Contributed to technical support documentation, best practices guides, and developer toolkits.

Emeryville, Ca, Us

-Founding member of ConnecTV's original Operations Engineering team, instrumental in establishing foundational systems and processes.-Developed monitoring and reporting tools tailored for non-technical staff, enhancing workflow efficiency.-Built Python and PHP-based tools to interact with APIs, streamlining routine tasks.-Led the QA team as Automation Engineer, implementing Selenium with Python for automation and producing nightly regression reports.-Established and managed four key departments: QA, Ad Operations, DevOps, and Support Organization.-Leveraged expertise in Ad Operations to plan, build, and launch ConnecTV’s second-screen ad synchronization platform.-Possess extensive Linux Server Administration experience, including the deployment and management of 60+ remote audio fingerprinting content recognition servers.-Oversaw server infrastructure, handling setup, maintenance, and daily monitoring tasks.-Proficient in Python, shell scripting, and a wide range of technologies, with the ability to quickly learn new programming languages as required.-Rebuilt the support department from the ground up after company restructuring, creating a robust new framework.-Diverse technical skill set includes Shell scripting, Python, Linux Administration, Nginx, OpManager, Django, OpenX Ad Platform, API integrations, FFmpeg, and server configuration.

Emeryville, California, Us

Larkspur, California, Us

Westlake, Texas, Us

B.A., Economics

B.A., Economics