United States
• Assist pre-sales efforts by setting up custom product demos and addressing technical, InfoSec and privacy questions • Scope and build custom integrations to expand product functionality and integrate with third parties using Tray.io (IPaaS) • Lead building of Reprise replays, used to provide guided product walkthroughs to drive new business and upsells • Build and maintain logic to push marketing qualified leads from Hubspot into Affinity CRM and route to appropriate owner • Work with customer onboarding team to assist with complex data transfer, cleanup and upload to Affinity CRM • Collaborate with product management on feature rollout and testing related to our API and new vertical adoption
• Onboard data from new Audience Encore customers and educate them on audience management and deal creation • Create and maintain internal knowledge articles and external documentation for the Audience product • Develop scripts, primarily in Python, to test customer facing APIs, troubleshoot issues and validate integrations • Manage existing and new integrations with Data Management Platforms transferring data via API and SFTP • Provide insights to the Audience team on product usage and performance by aggregating data from APIs and databases • Communicate with product management regularly to discuss current issues, customer feedback and the product roadmap
• Lead cross team initiatives to improve log data and enhance validations • Identify areas to simplify integrations and work with engineering teams to implement changes • Provide training for new and existing team members regarding technical challenges and partner communications • Create various scripts to automate processes including bulk creation of GitHub Gists, and verifying TLS certificates • Partner with commercial teams to identify new business opportunities for existing clients • Oversee associate team members by having regular development and performance related conversations
• Collaborate with product managers and software engineers to create bug fixes and develop product enhancements • Improve workflows by centralizing partner communications in Salesforce Service Cloud • Present training to commercial teams on our processes and technical capabilities • Monitor partner metrics and investigate potential problems through Tableau reports and querying databases • Attend meetings with partners to understand client needs, build trust and develop strong relationships
• Manage integration process and assist partners to implement JavaScript tags and leverage REST APIs • Review new opportunities from business development teams and create corresponding integration documentation • Communicate regularly with stakeholders throughout the integration process • Prioritize requests from internal and external customers • Resolve integration issues using developer tools and Charles Proxy
• Resolved complex issues through advanced logging, in-house reproduction and analyzing product code (Java) • Administered training for new hires and mentored in case handling and troubleshooting • Subject Matter Expert (SME) in REST API and SOAP, leveraging Postman REST client, SOAPUI and Java sample code • SME in email consumption, identifying TLS certificate issues using OpenSSL and implementing logic for ticket creation
• Provided support via phone, email and Cisco WebEx based remote sessions primarily for CA Service Desk Manager • Educated customers on product installation, administration and best practices • Documented troubleshooting steps, root cause analysis and resolutions via Salesforce Service Cloud • Created and maintained knowledge to provide alternate channels of support and reduce case volume