Joel Stewart's Location
Dallas-Fort Worth Metroplex, United States, United States
Joel Stewart's Contact Details
Joel Stewart work email
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Joel Stewart phone numbers
About Joel Stewart
Customer focused: Always striving to improve the complete customer experience by partnering with executive sponsors to build data into a business asset for the enterprise.
Joel Stewart Work Experience Details
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Vp Of Customer SuccessPepperdata Nov 2018 - Present -
Vp Of Customer SuccessDatameer Mar 2018 - Nov 2018San Francisco, California, Us -
Senior Director Global Technical SupportDatameer Sep 2017 - Feb 2018San Francisco, California, UsLead the Global Technical Support department for enterprise customers including hiring, coaching and managing Technical Support Engineers around the world and maintained 99% customer satisfaction throughout the history of leading this team at Datameer.Led the Customer Success team through a strategic transition to better serve our customer needs. This team focuses on the journey and maturation of our customers from starting out with Datameer to growing to over a thousand users on our platform.
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Director Global Technical SupportDatameer Sep 2016 - Aug 2017San Francisco, California, UsLead the Global Technical Support department for enterprise customers including hiring, coaching and managing Technical Support Engineers around the world and achieved 99% Customer Satisfaction in 2016.Pioneered new Support Offerings which migrated SLAs from Resolution SLAs to Next Contact SLAs to improve customer service. New offerings led to increased Support Services revenue year-over-year by more than 100%.Implemented an NPS (Net Promoter Score) process with a quarterly cadence as an additional customer satisfaction measurement. NPS results influenced cross-departmental collaboration among Engineering, Training, Services, Sales and Marketing.
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Manager Technical SupportDatameer Sep 2015 - Aug 2016San Francisco, California, UsManaged the global technical support team for enterprise customers Achieved 99% Customer Satisfaction for the Customer Support Organization in 2015Hired and coached Technical Support Engineers around the worldPlanned, measured and achieved key performance indicators for the Customer Support OrganizationCollaborated with Product and Engineering teams to formalize software release and maintenance policiesPartnered with Professional Services, Sales and Account Management teams to secure customer renewals in a subscription based business
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Customer Support Engineer - Team LeadDatameer Feb 2015 - Sep 2015San Francisco, California, UsProvided remote technical support to enterprise customersAct as a technical mentor to a team of Support EngineersDeveloped and documented several standard operating procedures for the global Support teamPioneered transition to a public knowledge base with case deflecting search-ability for newly reported issuesAdministrated Zendesk instance for the team including building Triggers, SLAs, Views and Salseforce integrationCreated and customized GoodData reporting for Zendesk including regularly published reports for executivesInfluenced and interviewed several candidates for technical roles
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Technical Services EngineerDatameer Apr 2014 - Feb 2015San Francisco, California, UsProvided remote technical support to enterprise customers Partnered with Engineering on technical troubleshootingCo-created Datameer Community portal with OSQA frameworkProvided Plugin Development and Modification in JavaProvided technical guidance for new deployments of DatameerProvided on-site professional-services for optimizing Datameer and Hadoop jobs
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Technical Support Engineer IvEmc Jun 2008 - Mar 2014Round Rock, Texas, UsCustomer Satisfaction Survey Results: 100% (2008, 2011-2013),90%+ (2009 and 2010)Provided remote technical support to businesses, organizations, universities and governmentSupported numerous software products involving a breadth of technologiesWorked directly with customers via email, phone and desktop sharing to research, troubleshootand resolve technical issues.Documented communications and technical issues in CRM and knowledge base systemsAccepted technical escalations from first responders and troubleshot the most difficulttechnical issues. Framed and escalated software bugs to Engineering when requiredAdvocated for customers focused product enhancements and bug fixes in regular meetingswith Quality Assurance, Engineering and Product ManagementPioneered Support procedure changes focusing on expediting technical escalations to improvecustomer satisfaction; 2 quarters after implementation, customer satisfaction rose 8%Top service request resolver in 2011, 2012 and 2013 among a team of 30 support engineersPromotions: TSE II in April 2010, TSE III in April 2012 and TSE IV in April 2013Participated in an on-call rotation to provide 24x7 global support coverage -
Software Engineer InternAppfolio Aug 2007 - Jun 2008Santa Barbara, California, UsDesigned and implemented a Software-as-a-Service application focusing on the user Programmed in Ruby on Rails as a member of an intimate team (10-15 engineers) Exercised agile, test-driven development and pair programming philosophiesImplemented Selenium (browser-based) testing framework. -
Student ResearchNational Science Fondation (Westmont College) Sep 2006 - May 2008Santa Barbara, Ca, UsWorked on the research team for Starfish system development. Tasks include testing previously developed code, fixing bugs, writing new code, designing pseudo-code, and performance testing. The Starfish system is a distributed system written in C++. -
Sales AssociateNordstrom Jun 2006 - Aug 2006Seattle, Washington, UsI was a sales associate in the Kids' Shoes department of Nordstrom.
Joel Stewart Skills
Customer Experience
Customer Service
Cloud Computing
Enterprise Software
Big Data
Distributed Systems
Hadoop
Storage
Sql
Ruby On Rails
Ruby
Agile Methodologies
C++
Software Development
Virtualization
Vmware
Disaster Recovery
Testing
Storage Area Networks
Unix
Linux
Java
Javascript
Perl
Scrum
Big Data Analytics
Customer Satisfaction
Joel Stewart Education Details
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Westmont CollegeComputer Science And Mathematics (Minor)
Frequently Asked Questions about Joel Stewart
What company does Joel Stewart work for?
Joel Stewart works for Pepperdata
What is Joel Stewart's role at the current company?
Joel Stewart's current role is VP of Customer Success at Pepperdata.
What is Joel Stewart's email address?
Joel Stewart's email address is js****@****ont.edu
What is Joel Stewart's direct phone number?
Joel Stewart's direct phone number is +192569*****
What schools did Joel Stewart attend?
Joel Stewart attended Westmont College.
What skills is Joel Stewart known for?
Joel Stewart has skills like Customer Experience, Customer Service, Cloud Computing, Enterprise Software, Big Data, Distributed Systems, Hadoop, Storage, Sql, Ruby On Rails, Ruby, Agile Methodologies.
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