Marcel Juarez-Garza Email & Phone Number

San Jose, Ca, Us

First Solutions Engineer brought in to help design, implement, and maintain playbooks to streamline operations. Technical and product pre-sales expert selling into large financial and lending institutions across several verticals. Responsible for mitigating technical risks throughout sales cycles and acted as the primary architecture and security contact during complex RFP’s. Led dynamic demos, POC’s, and technical discovery calls with both technical and non-technical audiences. Solved open… Show more First Solutions Engineer brought in to help design, implement, and maintain playbooks to streamline operations. Technical and product pre-sales expert selling into large financial and lending institutions across several verticals. Responsible for mitigating technical risks throughout sales cycles and acted as the primary architecture and security contact during complex RFP’s. Led dynamic demos, POC’s, and technical discovery calls with both technical and non-technical audiences. Solved open ended business problems with a combination of technology and creative thinking. Significant cross-departmental collaboration with Implementations, Product Management, and Customer Success, to ensure that healthy deals were sold and customer expectations were met. Focused on creating new, high-value, and reusable demo assets specific to our most strategic and high-valued verticals. Show less

San Francisco, California, United States

Supported the Named Accounts sales team as a trusted technical advisor and product expert to Fortune 100 customers. Led value-focused technical product demos to C-level audiences and below. Coordinated with Product, Security, and Customer Success teams throughout deal cycles to ensure long-term account success. Worked through complex security and architecture evaluations to scope custom solutions to meet customer needs. Managed RFP’s for enterprise-wide digital transformation initiatives… Show more Supported the Named Accounts sales team as a trusted technical advisor and product expert to Fortune 100 customers. Led value-focused technical product demos to C-level audiences and below. Coordinated with Product, Security, and Customer Success teams throughout deal cycles to ensure long-term account success. Worked through complex security and architecture evaluations to scope custom solutions to meet customer needs. Managed RFP’s for enterprise-wide digital transformation initiatives. Created custom demo examples and customer-focused video collateral to strategically convey product value. Mentored newly hired or promoted Sales Engineers into the Enterprise and Named space. Show less

San Francisco, California

San Francisco Bay Area

Working manager overseeing twelve international support agents and two US sales engineers. Created and implemented a multitiered support model to meet the demands an expanding client base. Doubled the size of our international support team, and expanded their product knowledge to improve support efficiency. Revamped and optimized existing monitoring tools to get relevant data on support trends and predict churn events. Assisted with interviewing and hiring Account Managers and Success… Show more Working manager overseeing twelve international support agents and two US sales engineers. Created and implemented a multitiered support model to meet the demands an expanding client base. Doubled the size of our international support team, and expanded their product knowledge to improve support efficiency. Revamped and optimized existing monitoring tools to get relevant data on support trends and predict churn events. Assisted with interviewing and hiring Account Managers and Success Consultants to regrow the company’s core functions. Owned the technical on-boarding process for new-hire training focusing on platform knowledge and back-end internal systems. Conducted team and 1:1 meetings with US agents to plan career growth post-acquisition and ensured all sales engineering day-to-day operations were not impacted by a reorganization. Show less

San Francisco Bay Area

Lead support engineer for enterprise clients. Hosted pre-sales demos with C-level executives and product owners that covered integrations with SFDC, SMTP/SPF/DKIM/DMARC configuration, and implementing SSO tools. Triaged customer issues via inbound phone and email channels and managed various escalation paths. Configured and implemented SFDC Service Cloud to transition the company off of homegrown tools. Owned the rollout to internal Sales, Services, Engineering and Product teams by providing… Show more Lead support engineer for enterprise clients. Hosted pre-sales demos with C-level executives and product owners that covered integrations with SFDC, SMTP/SPF/DKIM/DMARC configuration, and implementing SSO tools. Triaged customer issues via inbound phone and email channels and managed various escalation paths. Configured and implemented SFDC Service Cloud to transition the company off of homegrown tools. Owned the rollout to internal Sales, Services, Engineering and Product teams by providing company-wide trainings on process changes. Ramped two separate international support teams on the platform, existing support processes, and best-practices for technical support proficiency. Served as a point of escalation and mentor for more junior agents. Created and record product-training tutorials and videos for internal/external distribution on the platforms entirety Show less

San Francisco Bay Area

First member of ClearSlide’s support organization. Provided tier 1 inbound phone and email support assisting customers with platform and integration issues. Worked alongside existing Sales, Services, Engineering, and Product departments to create escalation processes to strengthen interdepartmental collaboration.

San Francisco Bay Area

Implementation and support specialist for strategic enterprise clients. Responsible for training, increasing adoption, and providing support for large enterprise strategic accounts. Performed daily outbound phone and email campaigns to reengage low activity users.

Los Gatos

iOS technician at the Apple Store. Provided educational and troubleshooting services in a fast-paced and time sensitive support queue. Carried out modular repairs on mobile devices and held 1:1 instructional sessions for both Mac and iOS systems.

Key-holding manager responsible for training newly-hired associates, solving customer service issues and carrying out daily store operations while simultaneously increasing and pushing sales store-wide. Quota-bearing manager focusing on musical instrument sales, product knowledge, and lessons.

Bachelor Of Science (B.S.), Political Science

Education record