Steve Schneider Email & Phone Number

Oakland, Ca, Us

New York, Ny, Us

Chronosphere is the only observability platform that puts you back in control by taming rampant data growth and cloud-native complexity, delivering increased business confidence. Engineering organizations at startups to well-known global brands in the Fortune 500 around the world trust Chronosphere to help them operate scalable, highly available, and resilient applications.Responsible for managing over $10m ARR as a post-sales technical and relationship resource for a fast moving Observability startup. Successfully managed several large Enterprise customers acting as the primary point of contact for the customer, expanded footprints through new use cases and building relationships, and collaborated directly with Product, Marketing, and Engineering to ensure the customer's success with our products.

Seattle, Wa, Us

Originally responsible for US Enterprise CSM's, I now lead the Customer Success Management team across the US and APJ regions for both Enterprise and Tech Touch teams, representing over 80% of the company's total ARR. I've helped guide my team to close renewals on several top 5 customers with increased contract value, as well as scaling to meet demand of new big logo customers being onboarded.Several initiatives have been implemented helping our team including customer journey mapping and identification, automation of risk renewal indicators and alerting, and improvement of our tech touch and digital touch strategies. These initiatives have led to measurable growth in product adoption, user engagement, and employee productivity.I've helped with the adoption and refinement of CSM tools, with a high focus on Gainsight - adding and evangelizing success plans, expanding and curating customer engagement and sentiment measurements, and building meaningful reports and dashboards were some of the changes I continue to help drive.

San Francisco, California, Us

I managed approximately 10 of Splunk's highest value Observability Cloud customers, accounting for over $8m in ARR, driving their success and continued adoption of Splunk's suite of observability tools. As the expert representative for Splunk to these customers, I mapped customer goals and objectives to outcomes and product features being released, leading to increased adoption and engagement from all of my customers.I helped lead initiatives throughout my team and organization focused on forecasting, understanding renewal risk and churn likelihoods, and data-driven decision to efficiently have the biggest impact. This work organized our efforts in a way that allowed us to reduce churn risk in the double digit percentages, and also paved the way for more formalized and effective digital touch strategies.I also helped bring my expertise of observability best practices and methodologies to the greater Customer Success organization through knowledge-sharing sessions, documentation building for specific products and use-cases, and guidance on automation practices.

San Francisco, Ca, Us

I was selected to pilot and build out the process and strategies for a newly-formed Technical Account Manager team at New Relic. Using my knowledge and relationships within Customer Success, we quickly onboarded and scaled the team to over 20 TAM’s within six months, resulting in adding value to over 100 accounts and several expansions.I created unique team-building initiatives to promote collaboration, including team communication channels, office hour events to help support growth, and "buddy system" enablement to ensure high quality standards were adopted across the entire team. Today I continue to provide mentorship and leadership to IC’s by delivering guidance on strategy, conducting feedback sessions and driving change to adapt to needs, and innovating solutions to scaling, such as a high-touch AI bot that adds value and reduces demand on team resources.

San Francisco, Ca, Us

As a Lead Customer Success Engineer, I get to bring my passion and creativity for customer success with my knowledge and experience on leading a group of individual contributors. Working in tandem with managers to lead a team of 20+, I've had the opportunity to help develop the careers of those around me, provide an escalation point that mirrors the values and responsibilities of the Customer Success Engineer, and employ creative strategies to drive our most important metrics.While being a lead on the team I've helped to establish an increase in team efficiency through creating new tools, created a conduit to increase feedback that IC's can provide to managers, and have driven and aligned our team to KPI's on a global level through engagement and leadership.

San Francisco, Ca, Us

As a founding member of the Customer Success Engineering team at New Relic, I helped to build out the structure, processes, and tools that are in use today and has led to our success. Working with 40+ of our largest and most strategic accounts every year, I work directly with organizations to evaluate specific needs, develop and execute plans to accomplish our goals, and ensure customer satisfaction and maturity on the New Relic platform. In addition, the Customer Success Engineer is seen as an expert in all things New Relic - I'm frequently involved in planning and managing of projects and training for pre-sales, post-sales, product teams, and Support organizations. We also represent New Relic in public forums, including company blog posts, conference and trade show representation, and customer onsite visits.

San Francisco, Ca, Us

* Responsible for supporting New Relic's world-class performance monitoring products, with specializations in the .NET Framework, Windows Server Monitoring, Browser monitoring, and the Insights data visualization tool. Investigate and troubleshoot enterprise-level issues, document customer issues for review with our development teams, and contribute to a 95% SLA rating(and an even higher customer satisfaction rating).* Led and directed the complete overhaul of the Support organization's internal documentation for my team - the finished product is a highly scalable utility for all Engineers that promotes cross-functionality of duties and a culture of painless documentation.* Updated and revitalized the new hire training program for new Technical Support Engineers. I introduced a holistic approach to how information is delivered, created empowering training materials designed to give a new Engineer all the tools to be successful, and helped create and design programs and training materials to better prepare new and current Engineers to support our evolving products.* Act as the main contact point for escalated enterprise customers for a variety of New Relic's largest accounts. Provide knowledge and experience that bolster the customer's trust in New Relic Support, and ultimately end in positive outcomes and stronger relationships with the companies we work with.* Provide mentoring and guidance for other members of the Support organization to develop a "voice" that both aligns with New Relic's core values and promotes authenticity in every response. * I also lead a class for every new hire in the Support organization on the importance of delivering world-class service - through techniques and strategies that turn even the most complex customer situations into positive experiences, we set Engineers up for success and continue the level of service our customers expect.

San Francisco, Ca, Us

Portland, Oregon, Us

• Responsible for providing support to ~3000 websites through CRMs and FTP, extensive use of HTML and CSS based on requests of clients, some ASP experience. • Used Javascript and JQuery to manipulate global forms and templates, implemented various methods of both clean code and speed optimization to ensure high quality experience for customers.• Provided excellent customer service over both phone and email; helped clients through properly identifying their requests, provided prompt and effective solutions, and created a relationship that encouraged them to be repeat customers.* Consistently in the top 10% of the department for number of solved issues. • Actively involved in both my own learning as well as co-workers; moved to advanced email administration duties during short tenure, recognized as a weekly top performer by management, and promoted a teamwork-focused mentality on accomplishing department goals.

• Served as the main point of public contact for a local startup theater entertainment company that was the first of it's kind in Portland.• Handled all incoming communication and inquiries for the company, including email and phone calls.• Responsible for representing the image of the company and developing customer service standards that ensured proper guest interaction.• Fully managed staffing of the organization's employees - directly responsible for staffing, scheduling, hiring, and training.• Provided maintenance and support for the physical space. Maintained a direct link with owners, developed and implemented reporting methods that are still in place.

Portland, Oregon, Us

• 90 day program where I gained valuable experience and knowledge working with renown developers on a collaboration travel startup.• Directly involved with getting the project to MVP-ready status from the ground up; helped with writing original code for a Rails application, collaborated with senior developers on design structure, and researched tools to be implemented during production. • Gained lots of working knowledge on Ruby on Rails and various new tools and resources on the market. Gained knowledge on MapBox toolset, and received lots of direction on high-level programming both from the developers and my own studies.• Maintained a relationship with the owners of the company to provide insight on progress and reporting on any issues. Worked directly with another intern on a daily basis, provided support and participated in pair programming, easily the best way to promote soft skills and spending less time fixing errors.

Portland, Or, Us

• Promoted within 8 months to sub-department head, directly overseeing a staff of 40+ over 6 departments.• Directly handled training, project development, and overall direction of front desk staff. * Singlehandedly revived and developed loyalty program for guests within the hotel, increasing awareness and raising enrollment levels by 300%• Direct contact/on-duty manager for several other departments within hotel; worked closely with both accounting and revenue departments to create new procedures and enacted new strategies that maximized revenue while maintaining accurate and effective accounting procedures.• Recognized from both employees and supervisory staff to be a critical part of the success of the front office; nominated multiple times by peers and managers for employee of the quarter and other achievements.

Portland, Or, Us

• Oversaw night operations for a luxury 331-room property with a fast pace that demands both efficiency and excellence from all employees.• Provides an exceptional level of customer service for guests, while maintaining strict guidelines and procedures unique to an overnight shift at an extremely busy property.• Creates an efficient working environment for co-workers and fellow associates through positive role model actions, and development of new policies and operating methods.• Extensive knowledge of both PMS systems and hotel details in a relatively short amount of time. Highly adaptable to change in the operation, as well as demands based on the needs of the hotel.

Sedona, Arizona, Us

• Part of a local company focused on efficiency and teamwork in delivering a unique experience recognized worldwide.• Boosted sales and revenue by booking the most reservations in a month multiple times, and consistently booking high numbers of reservations otherwise. By May 2012, total revenue generated for the company exceeded 7 figures.• Received recognition from peers and management as being able to go above and beyond what is expected of me in terms of customer service and initiative.• Gained substantial knowledge in the tour operator industry, as well as sales and marketing strategies.

Sedona, Az, Us

• Four-Star upscale 77-room hotel with a full service restaurant and spa on-site. Constructed in 2004, awarded Best New Hotel and Best Room Amenities in Sedona.• Worked and trained interdepartmentally to be able to maximize my abilities and provide the best possible service.• Instituted several new procedures and methods of production; developed a system to improve delegation of responsibilities to employees, significantly cutting costs and saving the company money on both expenses and wages.• Assisted in the original opening of the resort, set up and created new procedures for departments, also helped create the internal infrastructure for communication between departments.

Burbank, Ca, Us

• Worked alongside employees of different levels of performance and position in the organization as well as fellow interns, giving me insight to employee satisfaction and its direct correlation to the guest’s happiness.• Received world-class Disney training in customer service through seminars and classes. Immediate use of training on-site, making the most effective use of the knowledge I gained.• Introduced to the internal operations of one of the largest and most recognized brands in the world, with knowledge gained involving the strides taken to maintain the exceptional customer service.

Bachelor’S Degree, Business Administration/Hospitality Management

Development Bootcamp - Spring 2015, Ruby, Javascript, Ruby On Rails