Paul Chang Email & Phone Number

San Francisco, Ca, Us

• Leading and serving the AMER Customer Success Architects (CSA) team for GitHub!

San Francisco, Ca, Us

🤖 Joined GitHub to come full circle in a way with how I started out as a developer. I get to leverage all of my experience in architecture, software delivery, operations, technical program management, and people management. I also get to define the culture, vision, and strategy of the AMER West Customer Success Architecture team for a company experiencing hyper-growth 📈.• Built and led the AMER West team of Customer Success Architects (CSA) for GitHub, where the world builds software! • Drove adoption of GitHub's AI-powered DevSecOps platform.• Provided CSA coverage for AMER West set of customers ($100M+ ARR and growing).

👨‍👩‍👧 🏝 🏔 🏂 🌊 🧘‍♂️

Palo Alto, Ca, Us

Palo Alto, Ca, Us

🌎 Promoted to a people manager to manage the same team of Customer Success Architects for AMER. Helped our System Integrators (SISO / GSI)🤝 develop solution offerings with company's products 🏗. Drove adoption of company products with top customers focusing on hyper-converged infrastructure, storage, networking, cloud management, operations, automation, Infrastructure-as-Code, DevOps, and cloud native application platforms. Managed customer escalations 🚨 with executive-sponsored accounts.• Led and managed Customer Success Architect team in AMER (16 total with 10 directs and 6 extended members).• Exceeded 100% of customer experience objectives delivering on 200+ engagements.• Delivered 100+ pieces of intellectual property (whitepapers, blogs, etc.)• Launched and delivered Solution Definition workshops to System Integrators (SISO / GSI) contributing to 200+design wins and $700M+ in revenue.• Recognized with the Customer Success Best Team Award in the Q3 2020 All Hands for rallying a team of Cloud Solution Architects to rapidly deliver collateral for the Customer Success digital touch program.

Palo Alto, Ca, Us

⬆️ Promoted to Senior Technical Program Manager. Launched and ran the Solution Architecture workshop program 🚀 for top customers at the annual VMworld customer conferences (US and Europe: ~30,000 attendees total). Launched partner program focusing on technical hands-on solution enablement and ran worldwide delivery 🗓.• Developed, ran, and owned the Solution Architecture workshop program for 4 years at the VMworld conference averaging a CSAT of 4.95 and a 9.5 out of 10 in recommending to others across 100+ global customers.• Led the development and ran the delivery of the comprehensive Livefire solution training, a hands-on partner enablement course, garnering 91% CSAT across 10 classes worldwide.• Recognized in several quarterly All Hands calls with 2 Best Team Awards, 1 Leadership Award, and 3 separate “Spot” performance awards.

Palo Alto, Ca, Us

☁️ Identified Cloud as the next area in tech I wanted to pursue. Leveraged my Technical Program Management skills to work with a large, cross-functional team 🧑‍🤝‍🧑of Cloud Solution Architects, Technical Writers, Localization Team Members, and Infrastructure Engineers to build out global field enablement 📚. Learned about infrastructure, virtualization, operations, and cloud ⚙️.• Managed the build out and delivery of field enablement with a global team of 25 Senior Cloud Solution Architects.• Delivered all content including field assets and hands-on solution training on time and on budget.• Defined and exceeded all target metrics including downloads (145%) and unique views (150%).

Houston, Texas, Us

🧗🏼‍♂️ Made a foray into the data world. Designed and built a data conversion engine 🏗 to migrate data from acquired companies 🔁. Learned about customer and product data, data profiling, ETL, pipelines, and data migration. Also learned about Lead-to-Cash 💸 and associated functions like marketing and sales.• Achieved 100% data migration success rate of front-office (Lead-to-Quote) data for $11B acquisition from legacy CRM and marketing systems onto salesforce.com (SFDC), Eloqua, and Aprimo.• Improved SAP to salesforce.com (SFDC) renewal opportunity integration success rate from 71% to 97%.• Received 2 Certificates of Recognition for “Results through Teamwork” and “Making a Difference–Execution”.

Houston, Texas, Us

🚅 No longer in road warrior mode as my daughter was born 👨‍👩‍👧. Moved to an internal role building out the company's Deal Desk ✅ process on the product I consulted for. Learned and deployed Scrum 🛫 to manage projects. Became a Certified ScrumMaster ⭐️. Learned to work remotely full-time 🧑🏻‍💻.• Designed, built, and launched a global deal governance process on PPM for Revenue Operations resulting in a 51% improvement in deal approval turnaround time for Sales Representatives.• Led a worldwide and virtual team of 5 developers through the SDLC.• Ran governance, delivery, and support initiatives for HP Software’s internal Project and Portfolio Management platform ($1MM annual budget).• Received a "Letter of Appreciation" for consistently delivering on time with high quality as well as for the successful design and architecture of the PPM, Siebel, and SFDC integration.

Houston, Texas, Us

🧐 Identified new opportunities within customer accounts and scoped customer engagements. Got my PMP certification ⭐️. Learned to manage multiple engagements and rescue 🚨 troubled accounts.• Oversaw multiple engagements with Fortune 500 and Federal customers to achieve $2.5M in recognized revenue.• Rescued two troubled customer accounts with one leading to the largest single-size Professional Services deal and becoming the most profitable fixed bid project (> 57% margin) in the U.S. East region.• Received 2 Certificates of Appreciation for “Achievement and Contribution, Commitment to Quality, Passion for Customers, and Teamwork” from Sales organization, first in Professional Services East region’s history.

🚚 Delivered software for enterprise customers. Did "DevOps" before DevOps was a thing with the product's code promotion and workflow engine. Also jumpstarted 💥 customers' digital transformation efforts by jointly developing the vision 🔭 and strategy ♟. Learned to drive organizational change 🚀.• Recognized as #2 most billable consultant worldwide for a quarterly period.• Conducted design workshops and presented to C-level executives.• Repeatedly achieved high customer satisfaction resulting in customer references and 10 contract extensions.• Coached and mentored junior members on all modules within the PPM product suite.

Us

📃 Contracted for a large semiconductor company managing the Facilities 👷🏽 department's project control and operations systems ✅. Learned to lead a technical team 🧑‍🤝‍🧑. Also learned about Program Management ✍️ and managing a portfolio 💼. Left for grad school to advance my knowledge! 📚• Led team of 5 to maintain and support project control systems and databases built on .NET, MS Access, ASP, IIS, and SQL Server with integrations to SAP, Lotus Notes, and Primavera.• Received 4 Certificates of Recognition from client for outstanding service and support, the most awarded out of employees and consultants by the customer’s department.• Certified in Primavera P3e Planning & Controlling and Advanced Topics.

🎬 Started my tech career here as a developer for a small Internet company in the ad and content business. Learned to code 🤖 and work with databases full-stack with Microsoft tech. Received my post-baccalaureate certificate in Information Systems 📚 while working full-time.• Developed and maintained Web-based software that tracked and served Internet advertisements millions of times daily• Designed and implemented code modifications to online ad-serving software resulting in a performance improvement of 20%.

Masters, Information Systems Management

Ba, Economics

Education record

Education record

Education record