Enterprise Technical Support Engineer

• Feb 2023 - Present

Provide a white-glove support experience via email, chat, phone and/or web conferencing for our largest customers using Gong product(s) and achieve core KPIs. Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage. Collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way. Represent the Voice of the Customer with Success, Sales and Product teams to influence priorities, resources, roadmaps and deliverables. Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools). Show less

Senior Partnerships Manager

• Jun 2021 - Dec 2021

o Train and manage a team of talented, motivated, highly consultative sales partners in Africa, Central & Eastern Europe, Italy, Netherlands, Nordics, Russia and Turkeyo Build C-level relationships to help develop strategies and overcome market challengeso Develop and grow relationships with large advertisers and agencieso Drive revenue performance and growth with sales partnerso Collaborate and work seamlessly between sales channels and business functions to continue revenue growtho Oversee the implementation of scalable operations solutions and improvements to support our sales partners continued growtho Execute projects involving quantitative analysis, industry research and strategy development Show less

Partnerships Manager

• Oct 2019 - Jun 2021

Revenue Strategy & Operations Manager

• Jun 2018 - Oct 2019

o Drive operational logistics including optimizing resource allocation across teams, measuring progress against sales goals, and assisting in key sales management meetings.o Develop analytical frameworks, tools, and techniques to plan and communicate short and longer term resource needs.o Work with cross functional partners (Sales teams, Revenue engineering, Finance, HR) to ensure successful execution of key projects, while continually finding opportunities for ongoing program improvements and enhancements.o Help find opportunities to improve sales team efficiencies, and lead efforts to scale standard methodologies across vertical/sector.o Participate and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to every region/sector.o Develop, lead & report on key revenue and sales pipeline metrics.o Conduct strategic market insights including competitive landscape analysis to help formulate go to market plans.o Actively participate in building Quarterly business reviews with the sales teams. Show less

Business Product Specialist

• Aug 2017 - Jun 2018

o Leverage product expertise to investigate, triage and resolve issues with Facebook’s ads & business productso Define processes to support front-line teams in complex investigations to improve user and advertiser experience on the platformo Monitor and analyze advertiser reports for feedback and bug-related trendso Separate advertiser confusion from bugs, advise the sales team/advertisers on how to accomplish the advertisers' desired outcome. Communicate known issues to the sales team and their customers.o Partner with Product, Marketing, Engineering and additional teams to improve product quality and resources that help scale support & operations workflowso Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand advertiser sentiment bettero Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions Show less

Product Support Specialist

• Apr 2017 - Aug 2017

Senior Technical Support Engineer

• Jul 2016 - Apr 2017

o Collaborate and consult with Tableau's desktop clients to implement successfully Tableau's products, proactively assisting them with post-sales installation, configuration and setup tasks, data connectivity, performance and analysis of data and to resolve highly complex technical issues associated with deployment.o Partner with clients and help them optimize the use of Tableau Software.o Lead support case resolution efforts for prescribed customer case.o Extensively research and document customer software and technical issues.o Collaborate with User Support, Escalation, Engineering and Sales Consultants to identify high priority issues and partner with Development and Quality Engineering teams as needed.o Mentor Technical Support Specialists and Engineers in researching, resolving and documenting customer issues.o Act as the primary technical liaison between customers and other Tableau departments as issues are resolved.o Responsibilities include resolving highly complex and escalated, technical, and application-related issues which impact product performance in customer- specific environments, or issues that directly hamper a broader customer adoption of Tableau products.o Effectively communicate with customers via email, phone, and other electronic methods to ensure effective use of Tableau's products Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills.o Research, reproduce and lead support case resolution efforts for customer software and technical issues. o Apply in-depth troubleshooting and debugging skills along with knowledge of systems, databases, and applications to get to root cause of the customer's issue. Show less

Technical Support Engineer

• Jun 2015 - Jun 2016

Technical Support Specialist

• Dec 2014 - Jun 2015