Aainy Zahra
San Francisco,CA
Summary
Senior Technical Account Manager known for driving 100% customer satisfaction and implementing capacity planning initiatives that eliminated stock outs during peak seasons. Successfully aligned customer and product roadmaps to enhance strategic partnerships, while executing FinOps practices that maximized resource allocation across top-tier AI ISV accounts.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Senior Technical Account Manager
Google
San Francisco, USA
05.2021 - Current
- Owned and managed 2 top strategic AI ISV customers in SF Bay Area ($XXXmillion/x years)
- Aligned customer deployment and investment roadmaps with GCP product roadmaps to enhance strategic alignment
- Led capacity planning for one account, achieving zero incident peak seasons and reducing stock outs by over 90%.
- 100% CSAT [Customer Satisfaction Feedback] across all accounts H1'23, H2'23, H1'24, H2'24, &H1'25
- Facilitated quarterly engineering and operational business reviews across all accounts to drive accountability and performance
- Executed FinOps practices, streamlining financial operations and maximizing resource allocation
- 9x Peer Award Winner -for assisting across accounts, finops expert, capacity SME, activities resulting in direct positive revenue impact, and executive delivery of quarterly technical reviews
Senior Cloud Solutions Architect
NetApp
10.2019 - 04.2021
- Managed west coast accounts to enhance client relationships
- Listened for business challenges and architected technical solutions accordingly at executive level
- Developed responses to custom RFPs and security audits to meet client specifications
- Created enablement content for new hire CSAs and assisted with onboarding technical team members
- Worked cross-functionally in product engineering, management, and executive leadership
- Conducted regular meetings to ensure alignment among Azure/ANF support teams
- Created enablement content for new hire CSAs and assisted with onboarding technical team members
- Achieved 150% of quarterly goals in FY20 Q1 through targeted strategies.
Cloud Solutions Engineer II
NetApp
09.2018 - 10.2019
- Facilitated customer support interactions across commercial, enterprise, and top global accounts by addressing technical inquiries and ensuring satisfaction
- Effectively advocated for customers' needs to product engineering, management, and executives
- Supported customers from commercial, enterprise, and top global accounts
- Coordinated weekly scrum meetings to ensure alignment on project timelines and deliverables to reach personal/team milestones on-time
- FY19 Q4 203% goal attainment & FY19 'Unsung Hero' Award
Technical Support Engineer II
NetApp
07.2017 - 09.2018
- Engaged daily with customers to troubleshoot and resolve complex technology issues
- Developed and updated knowledge base content for global distribution to enhance user support
- Conducted thorough quality audits of case management processes to ensure compliance with standards: 100% & Call/Chat metric: RTO [Response Time Objective]: 95%
Education
B.S. - Business Information Technology
Virginia Tech
Blacksburg, VASkills
- Customer relationship management
- Business strategy alignment
- Capacity planning
- Financial operations
- Cloud architecture
- Technical account management
- Strategic planning
- Customer success
- Technical solution architecture
Certification
- GCP Certified Professional Cloud Architect
- Certified NetApp SME [Subject Matter Expert]
Leadership Experience
- Google #IAR presenter
- Google Serves Organizer
Timeline
Senior Technical Account Manager
Google
05.2021 - Current
Senior Cloud Solutions Architect
NetApp
10.2019 - 04.2021
Cloud Solutions Engineer II
NetApp
09.2018 - 10.2019
Technical Support Engineer II
NetApp
07.2017 - 09.2018
B.S. - Business Information Technology
Virginia Tech