Emmett Tomkinson Email & Phone Number

Edmonds, WA, US

Seattle, Washington, United States

• Chosen to participate in a pilot program applying the CloudHealth Customer Success approach to the AriaBusiness Unit. This program onboarded dozens of customers and raised consumption metrics by more than 100%. Also.
• Serve as the primary point of contact between the company and 15-20 assigned clients over $400K ARR, establishing strong working relationships to understand their technical needs and business objectives.
• Collaborate with cross-functional teams, including sales, engineering, and support, to coordinate the delivery of high-quality technical support and services to clients.
• Provide technical guidance and best practices to clients, helping them optimize their use of the company's products/services and achieve their business goals.
• Conduct regular technical account reviews with clients to assess their current usage of products/services, identify potential issues, and propose proactive solutions.
• Manage escalations and resolve technical issues promptly, working closely with internal teams to address client concerns and ensure timely resolution.

• Serve as the primary point of contact between the company and 15-20 assigned clients over $100K ARR, establishing strong working relationships to understand their technical needs and business objectives.
• Collaborate with cross-functional teams, including sales, engineering, and support, to coordinate the delivery of high-quality technical support and services to clients.
• Provide technical guidance and best practices to clients, helping them optimize their use of the company's products/services and achieve their business goals.
• Conduct regular technical account reviews with clients to assess their current usage of products/services, identify potential issues, and propose proactive solutions.
• Manage escalations and resolve technical issues promptly, working closely with internal teams to address client concerns and ensure timely resolution.

Bellevue, WA

• Acted as one of the primary SMEs for Smartsheet’s Resource Management product offering (10,000ft), supporting internal teams company-wide with a broad range of needs, and contributing to the training of >500 employees.
• Designed and implemented API workflows, automating critical business processes for customers, driving adoption of revenue-driving technologies.
• Provided 24/7 white-glove support to Enterprise customers, addressing critical issues promptly and ensuring high customer satisfaction.
• Conducted extensive troubleshooting of customer-reported issues and bugs, collaborating closely with the engineering team to develop effective fixes.
• Collaborated with the Professional Services team to deploy complex solutions for key customers, ensuring seamless integration and successful implementation.
• Contributed to product innovation by identifying customer needs and advocating for new product capabilities, enhancing the company's market offerings.

Seattle, Washington

• Note: 10,000ft was acquired by Smartsheet in May 2019
• Provided extensive support in sales, technical, and business areas to key accounts, ensuring seamless assistance across diverse domains.
• Cultivated strong and productive relationships with business representatives, conducting in-depth consultations to identify needs and align them with available solutions.
• Managed high-profile accounts valued up to $300K Annual Recurring Revenue (ARR), demonstrating a keen understanding of client needs and delivering tailored solutions.
• Collaborated with customers to develop strategic business and account plans, aligning solutions with long-term goals and ensuring mutual growth.
• Responded promptly to support requests from end users, demonstrating patience and expertise while guiding individuals through basic troubleshooting tasks, ensuring customer satisfaction.

Seattle, WA

• Oversaw the development, implementation, and maintenance of multiple processes within the Consulting organization, ensuring streamlined operations and efficiency.
• Managed resource allocation, aligning project needs with team member skills and availability, optimizing project outcomes and client satisfaction.
• Successfully managed 100+ projects, ensuring client satisfaction with deliverables and maintaining a high client re- engagement rate, showcasing a consistent commitment to quality.
• Initiated and led multiple staff augmentation projects at Google, overseeing the onboarding of 15+ employees over four months, demonstrating adept project management skills.
• Calculated and delivered Quarterly Key Performance Indicators (KPIs) to executive stakeholders, providing clear insights into organizational performance and achievements.
• Established and secured dozens of sales opportunities, including partnerships with major tech companies, contributing significantly to the company's 100% year-over-year growth.

Seattle, WA

• Key team member in implementing a new CRM solution; created and distributed platform documentation for seamless adoption.
• Documented departmental case handling processes, ensuring operational clarity and consistency.
• Led new customer onboarding, ensuring comprehensive understanding and satisfaction with Vulnerability Scansand Compliance Assessments SaaS platform.
• Trained new team members on support processes, network vulnerability scanning procedures, and guidelines, facilitating a smooth transition.
• Provided educational materials on common vulnerabilities, suggested solutions, and addressed false positives for enhanced client experience.

Orem, Utah

As a Support Representative at SecurityMetrics, I had the opportunity to learn about the PCI DSS so that I could answer the questions that customer would have as they were working to complete the various Self Assessment Questionnaires.The majority of my time at SecurityMetrics was spent as an outbound Scan Technician. It was my responsibility to call.

As a Youth Counselor at Heritage, I supervised troubled teens who were currently enrolled in a live-in treatment facility. It was my job to watch over them and act as a mentor and, when needed, a disciplinary figure.As a Substitute teacher it was my responsibility to supervise the clients while they attended classes during the day. I covered for teachers.

I worked as the receptionist for one of the floors in the corporate headquarters high rise. I sorted mail, sent and received faxes, and screened phone calls. I also worked as an agent on the switchboard for the corporate headquarters, screening phone calls that came into the main line for the company.

Backend, Devops, And Sql With Python

Intro To Web Development Using Html, Css, Javascript

Associate Of Science (A.S.), Behavioral Sciences