Dorian Andres Sanchez Email & Phone Number

As a TAM (Technical Account Manager) I serve as the technical lead for new or existing SaaS and On-Premise customer projects, implementations, testing, go-live, and beyond. I coordinate cross- functional teams and ensure projects are completed on time, in budget, and with a high level of quality and customer satisfaction. I also serve as an escalation point for the accounts under my assignment.

I'm responsible for managing the effective completion of day to day tactical activities needed for the implementation of Sovos software solutions. I work hand in hand with the project manager to achieve implementation targets, I also work with technical and functional resources to achieve planned milestones.

Supervises members of the Support team and is responsible for ensuring that all services are successfully supported in a timely fashion while delivering an outstanding customer service experience. Passionate about client service and leading others, extremely detail oriented and organized, and an excellent communicator.

Provided technical support on regular production issues, processes and procedures; resolve product and service concerns and/or opportunities by utilizing product knowledge and organization acumen. Supported clients on multiple products and/or functions. Developed relationships internally and externally that foster collaboration; maintain a knowledge level of support areas conducive for effective analysis of solutions.Assisted in all technical problems (i.e. performance, security, etc.) for the multi-products supported. Effectively troubleshoot, replicate and leverage existing workarounds as needed and in interim to ensure client service. Document and communicate the results to internal and external users. Identify user needs and requirements to existing and proposed system issues; document user requirements thoroughly via the client portal. Maintain appropriate record of resolution through the CRM system. Use Knowledge Management database to locate solutions to issues. Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally.