Toronto, Ontario, Canada
Current: - Sr. Technical Account Manager (TAM) in Google Cloud since August 2024; Professional Cloud Architect (PCA) certified - Supporting GCP usage, optimization, migration and expansion for Fortune 1 and Fortune 10 Retail Customers - Focus in Cloud Capacity (GPU/CPU) Quota Management, GKE, Vertex AI, Gemini Enterprise, Networking & Learning Previous: - Premium Support, Application Support, Organizational Learning/Development and Technical Shared Services across a wide range of industries (SaaS, Retail, ITSM, Finance) for small, medium and large enterprise organizations. Strengths: - [IC] Enjoyed customer engagement, relationship building, escalation management, process improvements, cross-functional team collaboration and technical integrations - [IC] Customer Support, Onboarding, Implementation, Product Adoption & Usage, Retention, Renewal and Expansion - [Manager] Developed strong relationships with Support, Sales, AM/TAM, CSM, PM, Engineering, SRE, Cloud Operations - [Manager] Led teams ranging from 3 direct reports in Asia-Pacific (Singapore as base) to 15 direct reports across US and Canada. Cloud-specific Technical Knowledge and Skills: - Capacity Planning & Quota Management - Compute Engine VM usage (GCE), Kubernetes Engine cluster management (GKE) - Vertex AI Search/Commerce - Gemini Enterprise SaaS-specific Technical Knowledge and Skills: - REST & BULK API Integrations - Email Deliverability & SPAM Legislation (CAN-SPAM, CASL, GDPR, PIPEDA) - DNS Record Management (MX, SPF, DKIM, DMARC, CNAME, A, SOA, PTR) - SSO (SAML) integrations - SSL Certificate Renewals (DNS Queries, Propagation) - Tracking (1st & 3rd party cookies) - Web Accessibility (401) requirements - Campaign Management (Lead Scoring, Nurturing, Contact Segmentation) - Data Management, Analytics & Reporting Tools used extensively past & present: - Google Cloud Platform - Google Workspace (Admin) - Microsoft 365 / Exchange Online (Admin) - Domain Management (GoDaddy, Namecheap, Namebright, Hostinger, Cloudflare) - Marketing Automation (Eloqua, Amazon SES, SFMC, Klaviyo, ReplyIO, ApolloIO, Pipedrive, OutPlay, Instantly) - Deliverability Management (GlockApps, Mailreach, Mail-Tester, MailToaster) - DMARC Management (easyDMARC, DMARCReport, DMARCLY, Barracuda, Proofpoint) - Postman, Asana, Atlassian JIRA, Confluence Prehistoric Languages / Compilers used: - Logo, DOS, BASIC, PASCAL, C, C++ / GCC, Turbo C++, Clang Memorable & Iconic Devices used: - Remington Typewriter, Commodore 64, Motorola Pager, US Robotics 28.8 KBPS Modem, Macintosh II, Intel 80286 PC, Nokia 3210, Lenovo Thinkpad T480
Manage deliverability operations, workspaces and DNS Records e.g. Google Workspace, Microsoft 365 / Exchange Online & GoDaddy. Serve as Subject Matter Expert on email deliverability and marketing automation for First Bite in the food service industry e.g. MX, SPF, DKIM, DMARC setup Engage customers; audit their DNS setup and sending practices including dashboard reports and metrics; recommend corrective actions and specific best practices
Grew the Oracle CX Marketing Cloud (ACS) business by increasing revenue and number of customers; managed a team of 15 Technical Account Managers (TAMs) across US and Canada responsible for over 150 enterprise accounts. Engaged Sales leadership in promoting awareness of TAM business and services for customers in greenfield territory and expansion deals through pre-sales calls. Mentored and developed team members in internal project implementations.
Drive Oracle CX Marketing Cloud Priority Support excellence by meeting and exceeding customer expectations through 9 TAM deliverables. Lead a team of Technical Account Managers (TAMs) for the Americas region. Grow the Advanced Customer Service (CPS) business #eloqua #responsys
Develop and implement team processes and practices that enable Technical Account Managers to perform their customer-facing roles and responsibilities optimally. Mentor and coach new team members in the following areas: - Customer Engagements - Internal Engagements - Issue Resolution - Escalation Management - Situational Appraisals - Solution Modelling approaches
Addressed the shared needs of 160 member firms through the development, coordination and support of learning solutions in collaboration with functional leadership. Ensured all globally-sponsored content and processes meet established standards, and supported regional and country-level stakeholders in their local implementations.
Developed training content and materials for functional teams and new hires across 6 plant locations. Ensured compliance with ESA, LRA and OSHA.