Joshua Tan, Mtm Email & Phone Number

New York, Ny, Us

As a leader in data security, Varonis is proud to be rated No. 1 in Gartner’s Data Security Posture Management category.Continuously discover and classify critical data, remove exposures, and stop threats in real time with AI-powered automation.

San Francisco, Us

Train AI by reviewing Large Language Model generated output

Denver, Colorado, Us

US/ Australian Cloud-based SaaS Operations Automation Platform for SMBs■ Direct Support Engineering and Client Support and collaborate closely with our customer success, engineering, and product dept heads as a part of GTM (Go-to Market) exec team to advocate for our users■ Dept. has achieved 24/25 BONUS KPIs since 2021 ■ Maintain an average dept. CSAT score of 97% across five quarters (36% boost since 2020)■ Expanded premium support program MRR by >450% since 2020■ Lead a geographically dispersed dept. of direct-reports (7 on Tier I/ 6 on Tier II) across NA, APAC, EMEA and LATAM and own all the relevant operating metrics for the Support Engineering function; teams maintain an 80% utilization rate■ Establish, align and track quarterly OKRs across Success Department and cascade down to effective team & individual KPIs■ Develop a team of deeply technical support engineers including front-line client support manager■ Strategic partner to Sales, Implementation, Customer Success, Marketing, Product, Engineering and various GTM leaders to roll out cross functional collaboration for pricing, packaging, and productizing initiative■ Develop a scalable multichannel infrastructure to support our growing user base including a user community, ticket management, live chat system, and a highly effective knowledge base for internal and external use■ Responsible for the definition, implementation, and execution of the end-to-end support model to achieve high client satisfaction and world-class support at a low cost/ ticket■ Advocate for the best customer experience internally defining product requirements with engineers■ Manage high-level escalations and customer management diplomacy to ensure satisfaction■ Develop and implement community strategy: moderating and contributing to discussions, addressing community escalations, collaborate to create community content, engagement opportunities, product updates and feature requests; expanded membership by >92% since 2021

Denver, Colorado, Us

■ Lead our technical support team across the US, Australia, Ukraine, Serbia and Argentina■ Directly manage >5 motivated technical support engineers on Tier II escalation team from Denver, SF, NY and Australia to support our clients worldwide■ Communicate technical concepts clearly and convey data-driven results to a wide-range of audiences: product managers, marketers, sales managers, engineers, and C-level executives■ Monitoring, reporting, and driving improvements in team-level metrics and KPIs on Grow dashboards such as Delighted CSAT scores, resolution time and time to respond■ Report directly to CEO and work cross-functionally on a daily basis with product management, engineering, sales, customer success, implementation and marketing■ Launch new Community Forum on Discourse by improving tools and processes to enable us to deliver support at scale as the company grows■ Create community-led initiatives and provide support and resources, expert on core community programs, features, and metrics ■ Drive growth in community membership and activity by identifying trends, opportunities, and gaps through measurement, monitoring, and comprehensive reporting on community metrics and KPI’s■ Enhance ticketing system, bug/ fixes and escalation on JIRA, knowledge base management on Spoke, self-help, user ideas forums on UserVoice, live-chat on Acquire, help-site guide updates on Silverstripe CMS, status board on AWS, data troubleshooting on Kibana, customer feedback management Net Promoter Score

Denver, Colorado, Us

■ Spearheading the internal program development of a new professional service offering■ Proactively develop and project manage a customer’s implementation architecture, change management strategy, and timeline ■ Serve as a product and subject matter expert for target verticals by providing industry-leading coaching and training to improve platform adoption and relationship growth ■ Drive the development and adoption of team performance metrics to identify levers for efficiency gains and quality improvements■ Track account health to identify growth opportunities, churn risks, and work proactively to deliver a superb client experience ■ Leverage customer testimonials and best practices to create more efficient implementation processes■ Achieved outstanding CSAT expectations for client Professional Services■ Collaborate with internal support team to swiftly escalate and resolve technical issues; Communicate resolution to external stakeholders■ Work cross functionally to continue to make the onboarding experience better for our clients, interfacing with product, support, sales and marketing such as by hosting our success service webinars■ Partner with AEs to drive complex, multi-stakeholder deal cycles across industries to solve diverse mission-critical business problems via solutions engineering and identifying expansion opportunities■ Coordinate with Sales, Account Management, and Customer Success to create a holistic approach to sales training and enablement, onboarding, and ongoing customer engagement ■ Support cross-functional product marketing team projects by working with our designers and copywriters to develop compelling and creative content and collateral across channels ■ Delivered 59% webinar attendance rate with >450 registrations■ Document and build internal tools/ Spoke Knowledge base articles while training large cohorts of new onboarding team members using Brainshark LMS

Denver, Colorado, Us

■ Configure client accounts based on a combination of specifications, existing workflows and best practices■ Completed over $72K worth of implementation project value in a single quarter■ Reduced average software implementation process by over two weeks■ Change management for new clients through the implementation and adoption of robust professional services automation platform■ Integrate 3rd party platforms such as HubSpot; email and calendar G-Suite, Microsoft 365; accounting platforms Quickbooks Online, Xero; and remote monitoring managers■ Communicate integration status to key client stakeholders and document progress toward milestones■ Provide product feedback to Engineering regarding active issues and trends for new features ■ Identify areas of improvement, creation of new tools/resources and utilize metrics to drive adoption, retention and minimize customer churn■ Manage over a dozen clients of varying size and technical capabilities

Denver, Colorado, Us

■ Collaborate with SMB managers to translate and optimize business processes to quickly scale up a minimum viable product ■ Provide consulting services to ensure customers adopt and effectively use the product■ Conduct expert training on specific areas of functionality, relevant training and implementation of product in customer workflow and systems■ Ensure that appropriate knowledge capital is available for training, requirements elicitation, and client/internal advice■ Leverage product knowledge in trade shows and events to generate new qualified leads and engage pipeline contacts and customers■ Support API users where possible to resolve queries, or escalate to the appropriate area for resolution using Postman■ Update Data Analysis Expressions (DAX) operator queries to build Microsoft PowerBI Integration

New York, Ny, Us

Global digital marketing and communications agency specializing in technology brands ■ Developed data-driven strategies and content planning for B2B tech clients such as Intel, NetApp and Gorilla Glass ■ Performed deep dive market research on Internet of Things topics and emerging disruptive technology trends■ Executed competitive/ content audits, influencer network analysis and leveraged social media analytics, applying Boolean logic using platforms such as Crimson Hexagon, Affinio, BuzzSumo and Hootsuite to derive business insights ■ Devised algorithms and constructed monitors to crawl the web for more than 100M relevant social posts and evaluated various vertical segments with over $1B market potential ■ Applied SEM data utilizing social, search volume and growth values to formulate new metrics and established KPIs measuring campaign performance; leveraged SEM results to optimize content engagement rates by >150%■ Visualized data, constructed dashboards and created presentations using Excel, Tableau, PowerPoint and Keynote ■ Performed influencer research and mapped community network analysis using >100K active Twitter profiles to identify consumer interests and brand affinities ■ Conducted content audits of internal social platforms to develop recommendations for operations improvement■ Created a social playbook across all global offices including content management best practices to align channels with agency branding and messaging

San Ramon, Ca, Us

Non-profit protecting the interests of California insurance consumers■ Facilitated database transition; performed system data audits, rewrites, enhancements and bug fixes■ Identified and reported system bugs, testing and resolution■ Reviewed insurance policy documents for conformance to guidelines of California Insurance Code■ Verified documents are in compliance with insurance regulations, classifications and coverage■ Reduced existing policy account backlog by over 30% in two months

Santa Barbara, Ca, Us

Learn the enduring and latest frameworks, skills & techniques, and engage in experiential education of leadership of people, processes, and products within companies dependent upon technology and innovation■ Entrepreneurship TA/ Reader for 400+ students

Santa Barbara, California, Us

Leading provider of cloud B2B software assisting 17,000+ property managers & law firms to service 2.5M clients at $105M in revenue■ Opportunity sizing & market validation to evaluate SMB market segment w/ $100M potential, $2K annual threshold price■ Created product landing page, Google Analytics; 265K impressions, 0.28% CTR - yielding a 6% customer trial conversion rate■ Developed a minimum viable product concept; established product feature road-map, pricing, customer prospects & key business factors■ Identified potential competitors w/ environmental scan of industry trends, key influencers using Statista and LexisNexis databases■ Produced a product pitch slide-deck w/ full feature set & pricing plans■ Conducted 50+ customer interviews to learn market needs/ standards for product research■ Advised executives on product strategy at stakeholder presentations

Benicia, Ca, Us

Largest after market auto-parts distributor with over 210 franchise locations serving more than 300,000 automotive businesses in the U.S. and Canada■ Successfully consulted for >10 SMBs – each valued at $1-3 million in annual revenue – for customer success, sales metrics, purchasing & profitability■ Converted 5 franchises back to a profitable status within 6 months by reducing costs by over 25% through performance enhancement■ Isolated causes of decreasing margins & generated sustainable income to reduce franchise debt by more than 35% over the fiscal year■ Managed profitability analytics of regional franchises using Excel, Pivot Tables, R & SQL data modeling; prepared profit loss statements, budgets, variance reports, anticipated sales trends, calculated EBITDA■ Directly supported executives & counsels; presented to franchise owners via GoTo Meeting, Dropbox, maintained Salesforce CRM■ Provided fiscal oversight for compliance cases exceeding $24 million

Benicia, Ca, Us

■ Provided support for in-house legal department with document management and franchise correspondence ■ Assisted attorneys by conducting legal research, drafting compliance/ default letters and maintaining files such as franchise agreements and property liens ■ Responsible for preparing and filing legal work and locating relevant information for compliance cases

Zurich, Zurich, Ch

Based in London and Paris, featured guided learning, cultural engagement, and independent exploration experiences to drive global competency development

Master Of Technology Management (Mtm)

Bachelor Of Science (B.S.), Managerial Economics, History

Education record

Education record

Education record