Josh Abbott Email & Phone Number

Columbia, Md, Us

• Acted as the primary technical liaison for strategic accounts, managing the end-to-end customer lifecycle from initial contact through to delivery, post-sale support, and upsell opportunities.• Designed and implemented a standardized process for internal communication between Sales and Engineering teams, streamlining responses to customer requests, bugs, and product enhancements, which significantly reduced response times and improved customer satisfaction.• Conducted technical discovery sessions and delivered customized search solutions to clients, leveraging expertise in JSON scripting, SOLR search index, and SOQL to develop custom solutions that solved client issues effectively.• Collaborated closely with the VP of Sales and CEO to design and execute the go-to-market strategy, including identifying verticals and establishing key partnerships for OEM integration.• Led cross-functional teams comprising Product, Engineering, Operations, Sales, and Marketing to ensure alignment on product features, customer needs, and market strategies, resulting in improved process efficiency and alignment.• Achieved significant client satisfaction and retention by utilizing a consultative approach and delivering actionable insights and strategic recommendations.

• Developed and maintained strong relationships with key stakeholders, including C-suite executives, by conducting regular meetings and providing tailored training solutions that met their strategic needs.• Identified and capitalized on upsell opportunities within the customer portfolio, leading to a 60% increase in additional revenue through effective relationship management and targeted service offerings.• Coordinated closely with Sales to drive customer success and meet business objectives, ensuring seamless execution of training programs and maximizing client engagement.• Utilized CRM software to meticulously track customer interactions, manage the customer lifecycle, and maintain data accuracy, facilitating informed decision-making and improved customer service.• Provided strategic input and recommendations that significantly impacted the company's approach to customer retention and engagement, as acknowledged by the company’s president.

• Managed the end-to-end software delivery lifecycle for mission-critical enhancements in a global CRM Salesforce enterprise with 5.3 million users, utilizing Agile methodologies and leading Scrum ceremonies to ensure successful project execution.• Orchestrated the delivery of a custom Salesforce component across a 4-Sprint Epic, coordinating multiple Dev and QA teams, significantly improving community outreach capabilities for all US Embassies.• Developed and implemented cloud infrastructure automation for a multi-region Government Cloud Solution, leveraging Ansible automation with Boto3/AWS CLI to optimize AWS resource management and enhance security infrastructure.• Spearheaded the automation of manual QA testing processes, leading to a comprehensive revamp of existing procedures and improved efficiency, while also managing the construction of Windows architecture to support a large-scale call recording solution for 13 million users.

Harrisonburg

• Conducted a literature review and identified optimal tools for predicting programming proficiency• Investigated agricultural supply chain integration and its effects on financial productivity• Presented insight gained from research projects at a Global Initiative Conference• Collaborated with researchers in China on a research paper focused on green innovation in Asian provinces

• Managed electronic records database and created reports, records, and files• Interviewed clients to receive new work orders and projects• Handled HIPPA protected documents for clients• Implemented and led a new-hire orientation program

James Madison University

• Worked in a multidisciplinary team to prototype a mobile flood evacuation system designed to effectively communicate flood risk• Solutioned an easy to digest notification system that utilized Augmented Reality in order to visually display potential flood impact• Conducted user research with 500+ participants• Presented our prototype and insights to 10 judges and 72 other contestants