SpecTrust's digital transformation platform allows online businesses to instantly deploy their Risk Strategies without having to wait for Engineering resources. The platform requires no code to deploy and allows for the inspection of the entire customer journey. Finally, a platform that moves at the speed that attackers do.

Helping Payrix build a world-class Risk Platform to serve our customers.

Leading the West Coast Pre-Sales Engineering, Integration, and Technical Account Management teams

Supporting Alliances Sales Team and Enterprise Accounts

Working primarily with Financial Institutions to develop and improve authentication strategies by analyzing the digital identity of a user.

Managed P/L and a team of 14 Technical Account Managers, Client Technical Support, and Product Support Reps divided between India and California to provide Tier 2 support and Post-Sales Technical Account Management for Fiserv's Aggregation products generating $12M+ annual revenue.·Led and trained the team to provide enhanced support through recurring product and industry training sessions involving CS, QA, Engineering and Operations·Worked with each team member in monthly 1on1 sessions to ensure personal and professional growth·Built processes to streamline cases in SFDC and peer review system to ensure support metrics maintained high quality standards while remaining within contractually bound SLA requirements·Managed all escalations to internal and external executive teams·Scheduled and managed shifts to ensure 24x7 coverage for support, rotating on-call shifts, and scheduled software releases. ·Worked with finance on a monthly basis to on department budget to ensure associates received adequate compensation/promotions while keeping budget on track

·Managing the customer support relationship with several top Aggregation Services clients that contributed for significant revenue.·Act as team lead for other Technical Account Managers.·Manage technical communications and training.·Create monthly reports, or as contractually required.·Maintain client knowledge management system for assigned clients.·Partnered with internal Client Relations team to create a seamless CashEdge face to the clients.·Manage escalated client cases and supervise Product Support Reps and provide guidance for other support cases for these clients. ·Manage case queue for assigned strategic, emerging or other client accounts in adherence to contracted SLA and support best practices.·Present Support metrics in Quarterly Account Business Reviews for assigned customers.·Proactively communicate technical roadmaps, manage feature/function requests, bug reporting delivered in a refined feedback loop between clients and engineering.· Part of interview panel for new hires. Train new team members on products and support processes.·Develop proactive tools and processes to continuously improve customer satisfaction.

As a strategic advocate to assigned Cashedge Aggregation Services accounts, I am responsible for providing a single point of contact for communications and escalation management to the customer. I work with customers and develop an in-depth knowledge of their product an implementation and work cross-functionally with internal teams to resolve technical issues. I also generate detailed summaries and reports and work with internal management to formulate action plans to improve our product.