Shane Patel Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

As a Product Manager at Automation Anywhere, I led an engineering team located globally across North America and AsiaPac regions, responsible for successfully delivering numerous integrations into our strategic partner solutions such as Genesys, Salesforce and Google. • Drove the execution of all product lifecycle processes for products, including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch• Translated product strategy into detailed requirements for prototype construction and final product development by engineering teams through detailed end user focused Jira user stories• Created product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI• Collaborate closely with engineering, production, marketing, and sales teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization• Identify opportunities using a variety of channels including data analytics, competitive research, and, customer feedback• Maintained close relationships with key accounts and users as well with Salesforce Product Management, to understand gaps and whitespace, end user needs, challenges, and frustrations in order to help drive optimal acceptance of each of the solutions• Maintained strong knowledge of Salesforce Cloud solutions, order to cash process and industry trends• Assisted in sprint-end testing of delivered features to ensure quality and completeness

Vancouver, Bc

As a Lead Solution Engineer within the Automation Anywhere Technology Alliances and Strategic Partner program, I was responsible for actively managing and driving new ISV partnerships by working with a channel sales team as the key technical adviser and product advocate and assisting the partner through the technology evaluation stage of the sales process and while also remaining as their trusted adviser and key technical contact post-sale. My other responsibilities included articulating technology and product positioning to both business and technical users, identifying all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the sales process, providing enablement to partners to help start their RPA journeys, and working with the go-to-market teams to educate and align the field sales teams with the partners for successful co-selling motions. Other areas of my roles as a Lead Solution Engineer included;• Building subject matter expertise across Automation Anywhere products and methodologies in helping enterprises achieve digital workforce transformations.• Meeting with key strategic and channel partners, system integrators, customers and prospects to review and contribute to revenue opportunities• Building and testing automation bots through Automation Anywhere Enterprise 11.x/A2019 for multiple industry use cases such as Finance, HR, IT, and more.• Defining project scope and deliverables that support business goals in collaboration with executive management. .• Consulting with clients and partners to provide functional and technical expertise in areas including solution designs, project management• Managing project expectations as well as participating in software development, continuous deliverance of progress reports, requirements documentation and presentations.• Developing strong relationships with key strategic partners such as Salesforce, Microsoft and BMC

Vancouver, British Columbia

Summary: As a Lead Solution Engineer at SAP, I played an active role in the software sales cycle by supporting customer engagements through a thorough understanding of the customer's business requirements. I aligned the value proposition of SAP technologies to meet those requirements and deliver a high value solution to the customer. My responsibilities included active participation in any of the following: in depth discovery conversations, strategy sessions, value based product presentations and demonstrations, proof of concepts and post-sale enablement, onboarding, and assisting in go to market strategies.Responsibilities:- Served as a trusted advisor to a number of key ISV partners- Designed solutions to best meet the client's business requirements and objectives- Composed and delivered sales presentations covering SAP software solutions to prospective ISV partner audiences - Prepared and delivered software demonstrations in support of sales cycles focusing on the business value of the solution and built strong working relationships with partners- Supported prioritized sales cycles, helping with strategy, competitive positioning, demonstrations and presentations- Assumed a key role in opportunity planning, strategy, solution approach and competitive positioning- Actively supported the sales teams in promoting and identifying solutions, articulating functional fit and completeness, responding to RFI's, and to the customer requests for technical information- Contributed to pipeline and revenue increase, through participation and coordination of demand generation activities, including online education webinars, customer workshops, and SAP tradeshows- Provided escalation management for high severity issues that arise with the customer and technical support- Maintained ability to remain current in new trends within SAP, their competitors, partners and and the software landscape pertaining to SAP solutions and the partners industries

Richmond, British Columbia

Summary: This position provided Remote Systems Administration and support for the McKesson PACS Application, Hardware, Software, Network, DICOM, etc to maintain their customers' McKesson systems and networks. Responsibilities:- Answering support calls and working with fellow support team members and internal software development groups to identify and resolve problems - Diagnosing software and hardware malfunctions as well as troubleshooting network problems relating to the system - Providing remote systems administration to customer sites - Providing remote software support and analysis to customers - Performing proactive system maintenance check to ensure proper system functionality - Following up on support issues proactively to provide timely updates and resolutions to customers - Maintaining a highly professional and customer centric focus - Providing ongoing product feedback to engineering and product development teams - Continually seeking opportunities to increase customer satisfaction and deepen customer relationships

Vancouver, British Columbia

Summary: A Technical Engineer, for most customers, provided their first, and in many cases, only experience of Technical Support and therefore plays a large part in ensuring a satisfactory support experience for the customer. The role included interaction with customers on a daily basis, including the opportunity to boost customer confidence through the expert handling of critical technical concerns. Work was centered on solving issues in an efficient and professional manner using exemplary customer service skills coupled with strong technical abilities. Responsibilities: - Respond to customer queries by phone and email, and provide troubleshooting steps to resolve these issues. - Reproduce customer environments using VMWare software, and run tests to replicate and solve customer issues. - Access customer systems remotely using Webex to diagnose issues. - Work with the Escalation Manager and Team Resource to escalate issues to Research and Development as needed by using the ClearQuest system. - Provide exemplary customer service in all dealings with customers, both internal and external. - Increase our customer’s ability to solve their issues without assistance by writing Knowledge Base articles and White Papers for publication on the public Crystal Decisions website. - Assist colleagues from other teams and departments with technical issues. - Commit to training a minimum of 2 days per month on a variety of technical and non-technical subjects. - Assisting the Team Leader in training new members of the team, and acting as a mentor when needed.