* Led global, post-sales engineering teams including Solutions Architects and Technical Support Engineering to support full range of self-serve to enterprise, strategic customer segments.* Improved GRR by 15%+ as part of the broader CX department.* Scaled customer support by growing Technical Support Engineering team from initial proof-of-concept to global coverage.* Led multiple iterations of paid, premium support plans and onboarding packages to meet the needs of prospects, existing customers, and internal stakeholders.* Launched enterprise onboarding playbook.* Launched focus on customer implementation health and technical implementation health reviews.* Partnered cross-functionally with Product, Engineering, Marketing, Sales/Revenue, Legal, and Security.

* Hired, managed, and developed CSMs across US and international offices.* Implemented new CSM focus on product adoption resulting in 15%+ WAU increase.* Led cross-functional initiative to develop ideal customer lifecycle contributing to 10%+ churn reduction.* Collaborated with Sales to introduce new Account Management function and customer playbooks.* Served as customer and internal, cross-functional point person for escalations.

* Delivered award-winning customer support using a consultative approach, and response time and customer satisfaction KPIs.* Improved support operations via quarterly initiative roadmaps (ex. new hire onboarding, AI-driven efficiencies, premium support).* Hired, managed, and developed Support Engineers, Technical Writers, Product Trainers, and Community Managers across US and international offices, including Mixpanel’s first APAC employee.* Launched Customer Education team aimed to invest in self-serve, scalable resources (online documentation, user product training, and user community).* Served as customer and internal, cross-functional point person for escalations.* Created product feedback/escalation and downtime playbooks with R&D teams.* Developed customer playbooks with Sales, CSM, and Services teams.* Administered internal tooling including Zendesk and Salesforce (Sales Cloud, Service Cloud).

* Integrated and provided on-going technical management for enterprise clients across US West and APAC regions.* Launched US West and APAC-based implementation teams.* Hired, managed, and developed Implementation Engineers across multiple US and international offices.* Deployed technical infrastructure including Java ETL, MySQL, Hadoop, CSS, and SAML SSO.* Served as dedicated engineer on strategic accounts including PG&E and EnergyAustralia.

* Provided Mozilla framework and JavaScript support to strategic partners Vodafone and Philips, other mobile partners, and the open source community.* Managed API and SDK implementations with music-related content providers Gracenote, Last.fm, and Songkick.* Worked with representatives from Motorola, Nokia, and Palm, to verify mobile device compatibility.* Served as internal stakeholder for partners and community during product roadmap planning and release scheduling.* Demoed products, led developer-targeted sessions, and attended presentations at industry events CES, San Francisco Music HackDay and San Francisco MusicTech Summit.

* Developed front-end design and middleware procedures for Sendmail’s Sentrion email appliance built using a proprietary UI framework (based on JavaServer Faces, JavaScript, and CSS), PERL, and shell scripting.* Designed configuration deployment and management workflows for e-mail appliances in a distributed, multi-node architecture.

* Architected, developed, and deployed complex message routing and policy enforcement systems using a combination of Sendmail products and custom tools.* Worked on-site with E-mail and Information Technology teams at clients including Wells Fargo, Charles Schwab, Virgin Mobile, and Southern Illinois University.

* Provided call and e-mail support for Sendmail customers and field employees from routine installation guidance and upgrade planning, to solving major, off-hour issues such as mail server corruption and Denial-of-Service attacks.

* Verified quality of Sendmail products by developing automated test suites using Tcl and Bash shell scripting and PERL to confirm compliance with IETF RFC standards, executing performance and load testing, and validating overall user experience.

* Developed middleware procedures using Web Interface Definition Language (WIDL) using webMethods’ IDE and Java.