* Build and scale post-sales technical customer teams* Grow and scale Technical Support for specialization across complex platform areas* Collaborate with Engineering and Product Management on issue process flow definition* Expand breadth of Product Support with enablement and ownership in tech stack tools* Define, calibrate, and consistently exceed Product Support KPIs* Conceptualize and launch: - Technical Account Management practice for Enterprise segment, including hiring, process definition, alignment with Sales and Success - Sustainment Engineering for focus on customer-reported defect solutions - Integrations Support Engineering to accelerate integration development

Lead North America Support and Success teams in follow-the-sun customer care onSaaS and On-premises software tools.• Create and execute Customer Success practices and deliverables• Mature Support processes, tools and 24x7 model, partnering with global peers• Refine and deliver Premium Support model

Direct teams to provide technical solutions for customer issues, questions, integrations, and API use for SaaS application.• Establish and execute custom integration development process• Partner with customer IT teams for native integration configuration• Mature Support processes and internal services• Design 24x7 model and establish tier 1 partner• Act as Technical Account Manager to provide technical liaison services

Build and lead team for LAMP stack support and services for e-commercecustomers in the cloud.• Implement tools and processes for Technical Support, Ops and new customer on-boarding• Create and operationalize Support tiers• Plan and execute Support for international growth• Support customers in AWS, Google Cloud

Conceptualize, plan and implement full Technical Support model - team, tools, process and measurements - from the start-up inception • Installed, configured and administered Salesforce.com CRM for Technical Support management• Created and executed operational process, best practices and KPIs• Provided Technical Support escalation management while modeling process

Convert start-up model of Support to defined best practices for SaaS application. Hire and build team internationally. Research, recommend and implement Support tools and channels. Create customer satisfaction culture and operationalize CSAT data.• Modeled and implemented 24x7 international Support • Achieved Certified Scrum Master status• Designed and implemented career path plan for Support organization

Player-coach role managing Support Engineers and developing expertise in product areas for SaaS-based enterprise software products.• Managed up to 8 direct reports • Took lead in data movement projects within Support• Partnered on team design and process implementation

Provide tactical leadership to a team of Support Analysts supporting critical healthcare software. Collaborate on strategic leadership with other Support Managers for overall Support process. Manage customer escalations, work with R&D on product strategy, partner with external teams for cross-product support. Assist customers with qualification of federal healthcare funds.• Successfully launched support of physician order entry new product• Achieved Certified Customer Support Manager status• Continuously established and implemented new cross-organizational process improvements• Managed up to 22 direct reports; multiple teams

Provide phone and email technical support to worldwide customers of our software products. Manage team of Support Engineers. Coordinate Supportactivities among US, Canada, and European operations. Develop and implement Support process, policies, and tools.• Helped grow a team from four people up to 25 in one year• Promoted twice in first year• Provided senior technical support and team management simultaneously

Design, develop, and document web-based and inter-department applications, mainly employing ASP, HTML, JavaScript, VB, and SQL Server. Manage a small team of developers and provide application technical support.• Implemented latest technologies and development processes for superior product and customer satisfaction• Named Development Manager after six months.

Supported standard cross-tabulation programming and wrote custom applications to create industry marketing research reports for specific customers.• Automated segments of manual research process, reducing entire process time by almost half.• Automated a central processing server, eliminating manual file processing and manipulation.