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Over 20 years of experience in software in the area of Business Intelligence, SDLC and Technical Support, ranging from a tactical individual contributor role, to an Executive role where I've driven the direction of teams with a worldwide scope. In my tenure at MicroStrategy, I have managed teams up to 160 junior/senior engineers at a worldwide level, directly overseeing Director level employees with 10+ years of experience in the field. During this time, I have implemented several programs and projects that have improved the level of service the department provides as well as improving the customer experience. In addition to managing operations, I also oversaw the Premium Support Sales team, which is tasked with identifying opportunities and upselling support contracts to our premium levels of support. Most recently, I’ve been a Product Owner and Product Manager in the engineering organization, focusing on quarterly delivery and future direction of the MicroStrategy products.
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Vp Of SupportEmployAshburn, Va, Us
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Product Owner, Vice PresidentMicrostrategy Jan 2021 - PresentTysons Corner, Virginia, United States -
Vice President, Principal Quality ArchitectMicrostrategy Jan 2019 - Jan 2021Tysons Corner, Va• Working with the Chief Product Owner and CTO on the delivery strategy for the MicroStrategy Tools products. • Overseeing the day to day operations of the Quality Engineering organization and partnering with the Software Engineering team on best practices to deliver on-time high-quality software,• I also work directly with the Product Management and Customer Support groups to ensure we are integrating customer requirements into our product delivery.
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Vice President, Technology ServicesMicrostrategy Mar 2016 - Jan 2019Tysons Corner, Va• Directly reporting to our CTO.• Responsible for driving strategy and programs around customer engagement and advanced technologies. • Work in partnership with Product Management on roadmap development.• Oversee all customer facing groups in the Technology organization:o Product Evangelists – Helping our top customers get to the latest version of our product using the newest features available.o Rapid Response Team – Managing the most difficult escalations from our customer base. o Advanced Technology – Working with our top customers to test the limits of our software with the newest technologies in the market.
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Vice President, Worldwide Customer ServicesMicrostrategy Apr 2014 - Jan 2019Tysons Corner, Va• Managed a team of 150 engineers, distributed in 7 call centers in the Americas, Europe and APAC.• Responsible for the vision of the Technical Support department (Enterprise and Cloud), Premium Support Sales and Technical Account Management.• Work directly with C-Level executives in the planning and strategy of the Customer Services team and offerings.• Achieved WW customer satisfaction results > 90%.
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Sr Director, Worldwide Technical SupportMicrostrategy Feb 2011 - Apr 2014Tysons Corner, Va• Responsible for WW Technical Support operations.• Managed a team of 150 employees, distributed in 7 call centers in the Americas, Europe and APAC.• Achieved WW customer satisfaction results > 90%.
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Director, Customer Support GroupMicrostrategy Nov 2007 - Feb 2011Mclean, Va• Responsible for staffing, hiring, training and operations of a 45-person team.• Consistently achieved > 92% customer satisfaction.
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Director, Premium SupportMicrostrategy Jun 2005 - Nov 2007• Managed a group of (Senior) Premium Support Engineers, providing support to MicroStrategy's top accounts. • Participated in sales cycles for new Premium Support opportunities as well as visited customers to ensure satisfaction. • Grew Premium support team from 10 to 20 Engineers during my tenure by increasing the business.
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Technical Support LeadMicrostrategy Feb 2004 - Jun 2005• Lead a team of Technical Support Engineers that provided support for the MicroStrategy Server and Client components.• Responsible for hiring and training all new hires into the department.
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Premium Support EngineerMicrostrategy Jan 2001 - Feb 2004• Served as single point of contact for all matters for 5 of MicroStrategy's top accounts in North America.• Solved customer problems on-site and off-site pertaining to the MicroStrategy product suite.
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Technical Support EngineerMicrostrategy Mar 2000 - Jan 2001Solved customer problems pertaining to the MicroStrategy product suite.
Jaime Perez Education Details
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Computer Science
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Jaime Perez's current role is VP of Support.
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Jaime Perez's direct phone number is (703) 770*****
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Jaime Perez attended Tecnológico De Monterrey.
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