First US-based omni-channel TAM for Bird (Formerly MessageBird).

The Customer Success Org @ Deputy consisted of Technical Support, Delivery & Professional Services, and the Customer Success Management teams. I provided operational and tactical support for all three organizations including, but not limited to: - Identified redundant tools/technology used and created a plan to reduce departmental costs by 6-figures YoY. Established a committee of internal stakeholders to ensure all policies and procedures carried over to an alternative tool. - Automated several macros, triggers, and rules in Zendesk to aid day-to-day usage of the tool.- Created >10 custom objects, modules, and integrations in SFDC to circumvent the immediate need for a Customer Success tool. - Built several dashboards and reports used to track team and individual contributor metrics across the org.- Created department and organization roadmaps.- Worked with the Delivery and Professional Services team to evaluate and improve labor/headcount modeling.

New hybrid role in the company to create the processes and build the team needed in order to support all things IoT for Twilio including our GA products, beta products, pre-sales solutions, post-sales implementations, etc. I also act as a resource and primary escalation point and mentor + manager for our technical support engineers, technical account managers and customer success managers.

Primary support engineer for Internet of Things

Provided support for:Internet of ThingsAccounts & BillingTwilio Console / User ExperiencePhone Numbers API