Sr Solutions Consultant

• Oct 2022 - Present

Manager, Solution Architects

• Nov 2018 - Feb 2023

• Maintain billable target with duties matching the Solutions Architect role below• Manage a team of 5 Solution Architects in various roles that include working to increase utilization on projects, continue growth and training, assisting on escalations as needed and assist in architect designs to move client projects forward• Part of Lev onboarding to train new hires in various studios in the platform, continued education on these trainings as questions arose after trainings were completed• Mentor new SA’s to provide shadow and more training opportunities• Work with team on adopting new processes and check-ins to ensure they are done properly and make corrections as needed to ensure smooth workflows• Conduct documentation review with team members to ensure proper information is presented to the client to reduce rework and escalations• Attend operation meetings related to change within the company and assisting in messaging to the rest of the organization• Work on Internal processes with directors to increase efficiency and decrease escalations to ensure solutions are made clear and easily communicated to end users • Take part in Leadership meetings to provide insight and information towards the continued growth of the company and growth of the teams the groups manage Show less

Solution Architect

• Jan 2018 - Nov 2018

• Lead management, strategic planning and analysis of platform and channel performance to drive optimization• Document end to end solutions completed within the projects for client signoff• Create technical solutions across Marketing Cloud platform, including design and script functions (SQL/Ampscript/SSJS/API) for these solutions• Consult on high level design discussions with clients of varying backgrounds to design and implement the correct solutions• Building and QA’ing a wide range of solutions from email development to automation tasks on a case by case basis for each client and each use case Show less

Solution Consultant

• Nov 2014 - Dec 2017

• Work with Account Executive team to provide/collect use case information for clients’ needs as well as the correct products/services for their requirements. • Design and perform demos of both desktop and enterprise level software tailored to individual companies’ use cases. • Engage with potential clients on building their own integration into our software utilizing our SDK/API’s. • Implement POC environments for potential customer’s and assist with technical issues up to the sale of the product. • Attend weekly calls with high profile clients to go over existing issues as well as product roadmaps. • Attend out of town conferences to promote IGC/OT products to potential buyers, as well as customer engagements. • Test software pre-release to provide the Engineering team with feedback and product defects to improve the overall customer experience before product release. • Perform webinars for internal employees and partners on new and existing software. Show less

Lead Technical Support Engineer

• Jun 2011 - Nov 2014

• Successfully implemented multiple IGC integrations into clients’ development and production environments. • Engaged with clients on their systems to troubleshoot configuration issues with the software and get them fully functional. • Implemented Jira ticket systems and metrics for Support team, including management and support scripts to keep organized. • Assisted with Management in the hiring/interview process for potential Support Engineers. • Met weekly with each team member individually to provide update and coaching on customer handling and support strategies. • Worked with Management to assist with Metrics for the Support Team for goals and objectives. • Discovered defects were entered for engineering approval into Sales Logics and Jira to communicate customer issues and provided updates to both sides as appropriate. • Attend Engineering meetings to receive project updates in order to set client expectations around release times and available fixes impacting them. Show less