Alex Altman
Portland,OR
Summary
Dynamic leader with a proven track record at Confluent, driving over $140M in revenue through innovative support model transformations. Expert in process standardization and customer relationship management, I excel in building high-performing teams and achieving strategic goals. My ability to foster collaboration and implement effective KPIs has consistently enhanced operational success.
Overview
22
22
years of professional experience
Work History
Vice President, Global Support & Success Engineering
Confluent
, United States
01.2023 - Current
- Leader of Confluent's Technical Support offering which drives over $140m in revenue/10%
- Leads a global team consisting of three regional directors, a director for Escalations, three principal engineers and over 130 employees
- Led the transformation of Confluent's Support model from Generalist to Specialist
- Led the creation and launch of new Mission Critical tier of Support
Sr. Director Americas Support
Confluent
, United States
09.2021 - 01.2023
- Drove global consistency through standardizing processes and procedures
- Implemented clear KPIs for all TSEs and Managers
- Enforced clear Support Plan entitlement differentiation to drive overall Support Revenue
Sr. Site Leader
Amazon Web Services (AWS)
Portland, United States
10.2019 - 09.2021
- Responsible for launching the AWS Support Portland Office
- Grew the team to over 100 Technical Support Engineers and Managers in year one and over 200 in year two
Operations Manager, AWS Support
Amazon Web Services (AWS)
Greater Seattle Area, United States
04.2015 - 09.2021
- Managed team of 10-20 Database Technical Support Engineers
- Global AWS Database profile owner, responsible driving Support and Engineering interlocks
Technical Support Engineer for AWS Support
Amazon Web Services (AWS)
Greater Seattle Area, United States
09.2012 - 03.2015
- RDS Subject Matter Expert
- Responsible for onboarding team of 8 Associate TSEs
Consultant and Technical Support Specialist
Sheshunoff Consulting and Solutions
01.2004 - 09.2012
- IT Help Desk, Database Overdraft Software technical specialist, Banking Technology Consultant
Education
B.A - Philosophy
University of Texas
01.2006
Skills
- Revenue generation
- Process standardization
- Support model transformation
- Customer relationship management
Timeline
Vice President, Global Support & Success Engineering
Confluent
01.2023 - Current
Sr. Director Americas Support
Confluent
09.2021 - 01.2023
Sr. Site Leader
Amazon Web Services (AWS)
10.2019 - 09.2021
Operations Manager, AWS Support
Amazon Web Services (AWS)
04.2015 - 09.2021
Technical Support Engineer for AWS Support
Amazon Web Services (AWS)
09.2012 - 03.2015
Consultant and Technical Support Specialist
Sheshunoff Consulting and Solutions
01.2004 - 09.2012
B.A - Philosophy
University of Texas