Ryan O'Leary Email & Phone Number

Irvine, California, United States

Irvine, California, United States

In my present job, I manage client support requests and escalate problems to the proper parties. I encourage clients to make well-informed purchasing decisions by providing them with my extensive Salesforce platform knowledge. I also aid clients in overcoming product implementation problems and provide guidance on the utilization of Salesforce and ISV business management tools. Moreover, I coordinate interviews and requirement-gathering sessions to get customer requirements, as well as work with clients to prepare technical and product documentation for enablement and knowledge transfer. By guiding clients during the testing and deployment of new releases, I increase overall customer satisfaction.

Orange County, California Area

In this role, I created and carried out technical enablement programs with important ISV partners like ServiceMax, Microsoft, Adobe, and Salesforce in the Salesforce ecosystem. Through a variety of platforms, such as live demos, webinars, blogs, tweets, podcasts, and videos, I provided support for in-market solutions. For all tech collaborations, I organized effective enablement sessions and integrated training materials into partner platforms. I also worked together with technical teams at international tech partners to develop integrated solutions.• Designed and sold a white-labeled solution to numerous enterprise customers by collaborating with tech partners.• Enabled continuous development of joint technology solutions by creating enablement focus throughout partner recruitment and overseeing motions at employee/executive levels.• Ensured seamless enablement experiences by spearheading cross-organizational collaboration with product, sales, presales, and marketing teams.

Seattle, Washington, United States

As a Senior Solution Engineer, I increased pipeline generation and customer acquisitions by collaborating with direct sellers during the discovery, solution design, and demonstration stages. I gave engaging presentations via online webinars and conferences like Dreamforce, Nintex ProcessFest, and Nintex Inspire. For internal, partner, and tech partner demo environments, I also introduced and standardized a new demo optimization procedure.• Contributed to the closing of high-worth deals by addressing technical inquiries and establishing proof of concepts.• Drove digital transformation of large-scale business processes by aiding customers and implementation partners in leveraging industry-leading process management and automation tools.• Assisted 10 direct sellers in identifying and closing deals on a regular basis across various verticals, including the public sector, healthcare, manufacturing, field service, FinServ, and High Tech.

Irvine Ca

During this tenure, I streamlined the onboarding process for the support team by ensuring that Salesforce, Slack, Adobe Acrobat, DocuSign, Skype for Business, Outlook, GoToMeeting, and Microsoft Office were accessible. I analyzed support process trends to increase efficiency and long-term stability. By holding training sessions on support procedures, product updates, and best practices, I increased productivity. Furthermore, I interviewed prospective new hires and conducted pre-screening.• Achieved customer satisfaction score (CSAT) of over 90% for a substantial customer base.• Enhanced operational efficiency by supervising and mentoring a team of seven individuals.• Guaranteed in-line workflow by maintaining members' adherence to eight-hour service level agreements.

Irvine, California, United States

In my previous position, I effectively provided phone and email support case resolution for diamond customers and premier partners. I also assisted premier partners, diamond clients, and customers with the setup, configuration, and integration of products on the Salesforce platform.• Ensured efficient support to all clients by managing 40 cases simultaneously.• Received commendations from satisfied customers for prompt resolution of business issues.• Executed closing of 50 cases per week and sustained over 90% CSAT rating while serving as a support engineer.