As an Enterprise Technical Account Manager at StellarAlgo, I collaborate with leading organizations like the NBA to drive fan engagement and optimize operations using data-driven insights. I specialize in building strong client relationships, delivering actionable strategies, and ensuring seamless adoption of StellarAlgo's advanced customer data platform. Translating complex analytics into measurable outcomes, I help clients better understand their audiences, enhance marketing efforts, and maximize ROI.- Translate complex data insights into actionable strategies, enabling clients to understand their audiences better and optimize marketing and engagement efforts.- Lead onboarding, training, and ongoing support initiatives to ensure successful implementation and adoption of StellarAlgo’s solutions.- Partner cross-functionally with product and analytics teams to effectively tailor solutions and address unique client needs.

Directed a team managing top-tier enterprise accounts, including IBM, Amazon, and Disney, with an annual revenue oversight of $39M. Served as a trusted C-Suite advisor, driving innovation and scaling initiatives to align with organizational goals. Excelled in building strategic partnerships and implementing best practices across platforms like Salesforce, AWS, and ServiceNow to deliver exceptional client success and foster organizational growth.- Revenue Growth and Team Scaling: Oversaw $39M in revenue across top enterprise accounts, including IBM, Amazon, and Disney. Scaled the customer success team from 5 to 35 employees globally, achieving consistent $4M quarterly revenue targets.- Exceptional Revenue Performance: Boosted team revenue from $1.9M to $6.8M (2022–2024) by identifying growth opportunities and collaborating with sales and C-suite leaders to drive success.Churn Prevention and Client Retention: Prevented $1.8M in churn through proactive retention initiatives and strategic relationship management with high-profile clients like Penske Trucking, IBM, and Red Cross.- Client Satisfaction Excellence: Achieved 100% CSAT in the Technical Account Management sector and a 92% NPS score by implementing data-driven satisfaction programs and delivering exceptional service.- Strategic Client Wins: Secured Walt Disney as a client by presenting impactful solutions to their VP of Technology, highlighting the value of Technical Account Management and Customer Success initiatives.- Technology Expertise: Established strategic partnerships and leveraged expertise in Salesforce, AWS, and ServiceNow to enhance client success and drive organizational growth.

Spearheaded three direct reports and a team 40 to deliver superior customer satisfaction. Fostered a culture of mentorship and continuous staff development while leveraging innovative technologies to enhance team performance to increase sales opportunities, renewals, customer retention, upsells, and overall success. Led expansion of the customer success department, successfully overseeing a budget and strategically handling 100 applications. Maintained regular communication with C-level executives to align departmental goals with organizational objectives. Orchestrated the successful integration of Zendesk and ServiceNow, valued at a total investment of $1.2M, enhancing capacity to cater to customer requirements, optimize processes, and excel in sales performance, renewals, and customer retention.

Managed and supervised a team of five direct reports and a staff of 25 in charge of fulfilling workforce recruitment and training requirements to match the needs of the organization. Oversaw team expansion by utilizing various metrics and tools, such as ServiceNow, Zendesk, Automation, Zoom, and Jira, to optimize operational effectiveness. Optimized the utilization of Zendesk, Jira, and Slack to improve customer interactions and enhance the sales experience. Implemented various tools to measure customer satisfaction (CSAT), conduct surveys, provide automated chat, phone, and email support, and manage customer experience effectively.- Achieved 92% customer satisfaction rating, supporting customer retention and upselling opportunities.- Drove a 70% increase in team productivity by influencing sales opportunities, renewals, customer retention, upsells, and overall sales experience through strategic reporting and staff development.- Led deployment of a suitverse of productivity software, including Zendesk, Jira, Zoom, and Asana, to automate processes for tracking and enhancing Customer Satisfaction (CSAT), automate case management, maintain high Net Promoter Score (NPS) and CSAT percentages, optimize the workforce, and reduce the need for additional hires without compromising service quality and efficiency.- Played a vital role in defining and implementing structured processes and procedures to strategically streamline operations, enable sustainable scaling, and foster future expansion for the company's growth and organizational development.

Collaboratively worked with 14 engineers, skillfully addressing client issues and steering project goals. I strategically assigned tasks to capitalize on individual strengths, leading to a remarkable 80% growth in team productivity.My strong interpersonal skills shone through as I successfully managed and resolved over 80 support tickets each week. Leveraging my technical expertise, I proficiently identified and tackled the root causes of hardware and software issues, consistently achieving efficient problem resolution. My performance demonstrated notable growth and success in this role.My pivotal role in implementing SLAs, CSAT, and NPS led to the opportunity to head the customer support/success department as a testament to my performance and contributions.

Managed an Agile team of 10 to oversee the day-to-day operations. Led compliance with Service-Level Agreements (SLAs) by effectively utilizing ServiceNow to manage connectivity, profiles, permissions, system performance, and user training, ensuring exceptional customer experiences. - Contributed to essential improvements within the desktop virtualization scenario, consistently exceeding SLA objectives by managing email and ticketing systems proactively, resulting in an 80% user satisfaction rate.- Boosted operational efficiency by 70% and increased the customer success score by 25% by establishing feedback loops and distinct communication channels, displaying elevated service and engagement.

Oversaw all advanced Tier II technical support functions for various systems, including Microsoft, ERP Sage, Crystal, VOIP, HTML, and Cisco-based technologies. Supervised automation modifications in production, enhancing overall efficiency. Functioned as Microsoft Administrator for an extensive network of over 100 users, improving and streamlining workflow design and implementation for optimal operational success and user contentment. - Analyzed internal processes thoroughly and implemented smart solutions, improving team efficiency by approximately 70%.- Partnered with teammates and clients to enhance project performance, significantly minimizing errors by crucially implementing, verifying, and launching new code in UAT and production environments.

I oversaw the setup and maintenance of 125 office computers, the office network, and the company's website. I was instrumental in configuring new email, storage, and communication tools for the staff, which resulted in a significant 75% boost in team productivity.I conducted comprehensive training for 25 staff members, ensuring their proficiency with new software and computer maintenance techniques.I led a team of 3 in various IT support and web development projects and effectively delegated tasks according to individual strengths. My focus on providing targeted training and staff development led to a notable 64% increase in operational efficiency.