Professional Summary

Enthusiastic and customer-focused Sales Engineer/Solutions Engineer with decades of deeply technical experience, a track record of successfully selling and deploying industry-leading, highly complex software solutions and services to companies across the globe. A passionate product evangelist, I’ve built lasting customer relationships while closing multi-million dollar deals in a highly competitive landscape.

 

Skills & Qualifications

• Globally experienced in technical sales and software deployment, working onsite with customers in 25 countries to oversee engagements, negotiate terms, and cultivate client trust during critical projects

o Conducted dozens of Proof of Concepts & Pilots, regularly bringing to purchase & closure 7 figure deals in diverse verticals: Retail, Travel, Finance, Insurance, Ecommerce, Education, Government, Pharma and Non-Profits

o Drove expansion into entirely new geos/countries by training and mentoring sellers and solutions engineers, including turning Japan into largest revenue source outside the US across multiple quarters

o Responsible for building, training and mentoring a global network of business partners, resellers and consulting companies, including successful management of the first sales and implementations in LATAM and APJ

o Stellar record of demonstrating/proving solution ROI: Recovered billions of dollars in lost revenue for some of the largest companies in the world

• Charismatic public speaker with experience in holding discovery meetings, conducting product demos, managing trainings

o Led meetings with C-level executives including CTOs, CMOs

o Regularly presented solutions to live audiences of 100+ people at trade shows and industry events attended by key decision makers & executives, as well as technical and marketing audiences

o Managed training sessions for thousands of developers, marketers and executives on complex software solutions, establishing and enforcing industry best practices and helping build referenceable clients

• Deeply involved in Customer Experience Analytics, focusing on Business Intelligence & actionable insights, for internal and external customers across many lines of business (Accounting, Finance, Management, Marketing, Product and Sales teams)

o Regularly navigated through deeply complex client environments and security protocols to handle Data Privacy concerns; comfortable selling/supporting GDPR & CCPA compliant solutions

o Conducted Data Mining/Data Analysis – deriving understanding and information from myriad sources of client data

• Full SDLC experience: design, planning, support, testing and customization

o Project lead with significant experience in Project Management with regular client interaction 

 

Work History

Senior Solutions Engineer

Acoustic [formerly IBM/Tealeaf] | 07/12-Present (100% remote/travel-based)

• Previous roles include: Customer Solutions Professional, Professional Services Consultant

• Worked with multiple Global 100 ecommerce companies to revolutionize their online customer experience, find revenue uplift opportunities and enact cost control measures for call centers.

• Supported revolutionary Enterprise Marketing Management applications to drive revenue recovery, increase sales and find ways to reach new customers and maximize online marketing efforts

• Routinely discovered millions in lost revenue opportunities, analyzed and provided guidance on fixing production issues, established best practices and training material

• Travelled extensively to serve the needs of clients all over the world, worked with diverse global teams to accomplish complex goals involving collaboration, coordination and outsourcing

• Collaborated with a highly technical team to improve product offerings based on customer feedback 

• Working with all major online hospitality vendors, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies 

 

Consultant

Martin Dawes Analytics | (11/09-7/12) (100% remote/travel-based)

• Leveraged intimate knowledge of Analytics products to develop highly robust and flexible applications for use across many areas of enterprise level implementations.

• Embedded with multiple clients in the U.S., Europe, Africa and Asia PAC to facilitate large scale implementation of fraud management and revenue assurance solutions for numerous Global 500 Telecom and Cable Television providers. 

• Developed financial reconciliation platform to expose 1.2 million Euros in annual revenue leakage 

• Automated numerous business processes to process data, analyze results according to complex business rules engines, and provide detailed reports for consumption across multiple business units. 

• Engineered a call rating engine to verify domestic and international calls are rated correctly, identified large-scale instances of call underrating, leading to substantial cost savings and recovered revenue. 

• Produced customer-facing analytics reports to identify business problems and address solutions for distribution to stakeholders

• Worked closely with cross-functional, multinational teams to develop and deploy customized BI reports

• Identified gaps in current business knowledge and functional requirements, worked with technical and non-technical client contacts to further define and solidify solutions to meet business needs.

 

Manager, Customer Advocacy & Senior Business Analyst

S3 (09/08-10/09) (50% Travel)

• Working with all major online hospitality vendors, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies 

• Managed client relationships to gain deep understanding of business processes and problems. Sustained and grew projects which billed in access of $200K in monthly recurring revenue, worked to drive new revenue by seeking out customer problems in need of solutions and expertise.

• Regularly embedded at customer sites to elicit requirements and foster relationships with client stakeholders and third party vendors, worked tirelessly to become a trusted advisor to clients/partners

• Researched details of customer challenges, excelled at distilling complex issues into concise action plans.

• Supported Global 500 companies, including British Telecom and Procter & Gamble, working with a wide variety of technical and business users in countries all over the world. 

• Developed and improved end user training material, conducted regular product demos and both remote and in person training sessions, incorporated user feedback into product enhancements.

• Proactively managed project timelines, working to prioritize internal utilization of resources for competing projects, coordinated efforts to streamline development tasks and shorten delivery timeframes.

• As part of a complex Telecom outsourcing data integration (for over 200 telecom suppliers) - designed, developed and implemented a Telecom Expense Management platform with over 25K end users.

• Engineered and delivered a client data warehouse and custom Business Intelligence reporting platform using PLSQL Developer, Java and an internal web-based reporting engine. 

• Using customized adaptations of Agile Development Methodology, coordinated with internal development and quality assurance teams to convey business user needs and rapidly develop and deploy solutions.

 

Consultant/Web Developer

Education Finance Partners (08/06-08/08)

• Working with all major online hospitality vendors, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies

• Collaborated with internal customers and financial institutions to determine complex financial rule sets for evaluating potential borrowers, worked with finance department to ensure legal obligations were met

• In partnership with internal stakeholders, met with colleges and universities to managed all aspects of web and application development, adhered to best practices and to SDLC methodology, provided supplemental QA and production support.

• Directed search engine optimization (SEO) implementation, resulting in a 30% increase in loan volumes

 

Web Developer

Global Secure Systems (6-month contract 02/06-08/06)

• Working with all major online hospitality vendors, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies 

• Interfaced with the Department of Homeland Security on BioWatch - a Biological/Chemical weapon detection system, managed enhancement requests to web portals for first responders

• Used SharePoint and other web collaboration tools, developed several procedures for information disbursal in the event of a positive detection (terrorist attack or industrial accident)

• Worked with epidemiologists and the CDC to determine course of action for different biological and chemical agents, updating responder notification plans accordingly

• Managed company web presence, customized portals for individual states and government agencies

 

Additional Work History

Consultant/Technical Sales | Epicor Software Corporation (03/05-02/06)
Technical sales team member responsible for generating revenue in software/service sales to new and existing customers and managing a nationwide client base while exceeding a 1.5+M annual billable hourly quota.

 

Application Engineer/Consultant | Healthcare Intelligence Inc. (06/04-03/05)

Project lead working independently and with small, multi-skilled groups to engineer revolutionary new software and solutions, including customized web-driven applications, CRM solutions, and multiplatform data integrations.

 

Systems Administrator/Web Developer | Smartech - CSI. (09/02-07/04)

Field project manager engineering custom CRM modules, designing and implementing SQL server clusters, and development and integration of system modules.

 

Information Technology Consultant | ClearOrbit (04/99-10/02)

Develop multiple solutions, including custom reporting tools, internal web presence, and warehouse management tools, as well as related procedures.

 

EDUCATION        

The University of Texas at Austin                         

Bachelors of Business Administration

Degree in MIS (Management of Information Systems) 

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