Overview
Work History
Education
Skills
Timeline
Generic

AARON MATTHEWS

Santa Barbara,CA

Overview

10
10
years of professional experience

Work History

Sales Engineer

Hummingbird
03.2023 - Current
  • Create and execute prescriptive demos and proofs of concepts to highlight various use cases for solutions with Hummingbird’s product. Support pipeline opportunities (new, expansion) that amass $1 million in new annual revenue.
  • Act as product expert to provide prospects with clear, proactive technical guidance across all product areas, including APIs and integrations. Create thoughtful solutioning to delight customers.
  • Engage and partner with prospect’s business and technical resources to fully understand objectives, pain points, and success criteria. Configure custom work that implementation team refers to during customer’s onboarding.
  • Support sales team by leading internal product trainings and weekly platform question syncs. Craft internal SOP docs to improve pipeline processes, and technical documentation for integration guidance. Complete and respond to prospect’s security questionnaires.
  • Collaborate with Product and Customer Success to communicate prospect feature requests and help impact product roadmap. Partner with Marketing to deliver recorded demos that live on website.

Technical Solutions Engineer

Gong
08.2022 - 02.2023
  • Provided technical solutioning to large strategic customers ($1 to 2 million ARR) in enterprise SaaS environment. Probed to understand their requirements and presented solutions within Gong’s product. Recorded near perfect CSAT reviews.
  • Provided live technical support and solutioning to users. These calls typically referenced API integrations or custom app configurations within their existing infrastructure. Impactful solutioning led to opportunity renewals/expansions.
  • Collaborated with Customer Success & QA to problem solve and identify product bugs. Worked with Product & Engineering to communicate customer needs, product feedback, and escalate deal blockers. This provided swift, actionable product change and removed barriers on high value contract renewals.
  • Delivered internal content as shared resource for team. This included standard operating procedure docs and leading internal training sessions. Received peer kudos for involvement in these projects.

Technical Solutions Engineer

Calendly
04.2019 - 08.2022
  • Supported 10 million-strong user base with advanced troubleshooting, problem solving, and emotional support. Consistently exceeded departmental CSAT and Issue Resolution metrics (95% and higher).
  • Developed and hosted weekly live Q&A sessions (50+ participants) to assist trial users as they navigated the product. These sessions directly resulted in large subscription purchases from many attending clients.
  • Onboarded, trained, and provided dedicated account management to organizations and their team members within Scale tier (15-30 seats), bringing improved retention, adoption and product usage rates.
  • Acted as a liaison between Customer Experience and R&D to proficiently communicate feedback from users and support product development. This resulted in the creation of multiple, successful in-app features.

Senior Technical Advisor

Apple
03.2013 - 12.2018
  • Owned technical support tickets for iOS & Mac users via email and chat channels. Consistently surpassed satisfaction and issue resolution metrics.
  • Resolved complex issues that often involved emotional escalations or high dollar investment in Apple. Empowered to think outside box and compensate when warranted.
  • Created internal training and SOPs for core team processes. These resources were adopted and implemented as standard internal procedures across department.

Education

Bachelor’s - Film Studies

King’s College London

Skills

  • HubSpot Inbound Sales Certification
  • AWS Cloud Practitioner Certification
  • Proficient in Salesforce, HubSpot, Postman

Timeline

Sales Engineer

Hummingbird
03.2023 - Current

Technical Solutions Engineer

Gong
08.2022 - 02.2023

Technical Solutions Engineer

Calendly
04.2019 - 08.2022

Senior Technical Advisor

Apple
03.2013 - 12.2018

Bachelor’s - Film Studies

King’s College London

Similar Profiles

CREATE PROFILE
AARON MATTHEWS