Salesforce
Hi, I’m
Andrew Adams
Denver,USA
Summary
Dynamic Customer Success Manager with a proven track record at IMAX, driving enterprise account growth and enhancing client retention through strategic onboarding. Expert in technical solution architecture and client relationship management, achieving a 95% satisfaction rate while deploying innovative AWS solutions that optimize streaming workflows.
Overview
28
years of professional experience
1
Certification
Work History
IMAXDenver, CO
CUSTOMER SUCCESS MANAGER
04.2024 - 05.2025
Job overview
- Spearheaded the development and execution of 30+ proof of concepts and trial evaluations for prospective enterprise clients, directly influencing deal closures and accelerating the sales cycle.
- Directed end-to-end technical support for 40+ enterprise streaming and media accounts, maintaining a 95% client retention rate through strategic onboarding and enablement.
- Deployed 60+ quality analysis solutions across AWS, containerized environments, and physical data centers, reducing average deployment time by 30%.
- Collaborated cross-functionally to streamline handoffs between sales and customer success teams, boosting post-sale onboarding efficiency by 25% and enhancing time-to-value.
- Led quarterly business reviews with key accounts, uncovering strategic growth opportunities and increasing average account revenue by 18%.
- Resolved 60+ client escalations annually with 95% satisfaction rate by improving internal workflows and executing tailored resolution plans.
SSIMWAVE, INC/IMAX.INCDenver, CO
TECHNICAL SOLUTIONS ENGINEER
03.2019 - 04.2024
Job overview
- Reduced system upgrade time by 30% by redesigning deployment workflows and automating key update steps.
- Improved upgrade and maintenance success rate by 15% through pre-deployment testing and failover planning.
- Enhanced system performance by 20% by refining infrastructure components and deploying efficient technical solutions.
- Lowered operational costs by 10% through targeted audits and lean process improvements without sacrificing service quality.
- Decreased unplanned downtime by 25% through proactive system monitoring and early risk mitigation strategies.
EDGEWARE, INC.Denver, USA
SENIOR SALES ENGINEER
01.2018 - 03.2019
Job overview
- Led 30+ technical engagements with Tier 1 and Tier 2 MSOs across North America, securing key partnerships that expanded market penetration by 20%.
- Delivered 20+ tailored product demos and solution proposals, contributing to a 15% increase in qualified sales opportunities.
- Facilitated pre-sales discovery and whiteboarding sessions, aligning client needs to architectures that improved deal closure rates by 20%.
- Defined technical requirements based on customer input and partnered with internal teams to drive enhancements, speeding up product rollouts by 15%.
- Generated over $2M in pipeline value by representing the company at 10+ trade shows and conferences, while authoring comprehensive technical documentation to support sales initiatives.
INEOQUEST / TELESTREAM, INC.Denver, USA
SENIOR FIELD SERVICES ENGINEER
03.2017 - 12.2017
Job overview
- Designed and delivered 15+ QoE and QoS solutions in response to RFPs/RFQs for Tier 1 and Tier 2 MSOs and Telcos, contributing to a 20% increase in awarded contracts.
- Grew business with key clients like Charter, Comcast, and CenturyLink, and secured new technical engagements with Tier 2 providers, generating $1M+ in new revenue.
- Conducted 3+ product demos and proof-of-concept tests, earning a 75% approval rate from technical teams and shortening sales cycles.
- Led upgrade planning and execution for 10+ deployed systems, reducing service disruption and boosting new feature adoption by 25%.
- Increased client retention by 15% through proactive support, training frontline engineers, and maintaining strong crossfunctional alignment.
ENVIVIO, INC. / ERICSSON, INC.Denver, USA
SENIOR SALES ENGINEER
05.2012 - 03.2017
Job overview
- Generated over $8M in annual sales by designing custom encoding, transcoding, and video processing solutions for major clients including Verizon, Comcast, T-Mobile, and Time Warner Cable.
- Drove year-over-year sales growth by designing client-specific OTT and broadcast architectures for assigned accounts.
- Led the largest OTT deployment for Time Warner Cable and managed integration of a major video packager deployment, ensuring timely delivery and scalable operations.
- Delivered 20+ customized product demos and architectures annually, boosting client adoption by 15% through focused technical alignment.
- Managed complex pre-sales and post-sales projects end-to-end, achieving 95% on-time delivery and supporting consistent revenue target attainment.
STRATEGIC BIZ DEVAustin, USA
DIRECTOR OF BUSINESS DEVELOPMENT
01.2012 - 05.2012
Job overview
- Acquired 3+ startup and small business clients by executing targeted outreach campaigns that introduced Strategic BizDev's service offerings.
- Increased lead conversion rate by 50% through personalized engagement strategies and solution-focused consultations.
- Generated $500k+ in new business pipeline by identifying high-value prospects and nurturing long-term client relationships.
- Developed and implemented outreach frameworks that improved initial response rates by 35% across email, social, and direct channels.
- Collaborated with internal teams to align service delivery with client goals, resulting in a 75% client satisfaction rate and repeat engagement.
COMCASTDenver, USA
SALES ENGINEER / SOLUTIONS ENGINEER
07.2009 - 09.2011
Job overview
- Led 30+ technical sales presentations and live product demonstrations for Fortune 500 media clients, influencing key decision-makers across NBCUniversal, CBS, FOX, and ESPN.
- Strengthened client engagement and accelerated deal velocity by translating complex technical features into clear business value for advertising and media stakeholders.
- Improved product efficiency by 50% through automation of ingest and transcoding workflows, reducing manual processing time and operational overhead.
- Collaborated with cross-functional teams to tailor solutions for enterprise clients, resulting in a 30% increase in client adoption across broadcast and digital platforms.
- Supported $5M+ in annual sales pipeline by aligning product capabilities with evolving media technology requirements and client use cases.
CHARTER MEDIADenver, USA
CORPORATE VIDEO ENGINEER
01.2008 - 01.2009
CHARTER MEDIADenver, USA
CORPORATE CLIENT SERVICES MANAGER
01.2005 - 01.2008
THE MILLER AGENCY INC.Dallas, USA
COMMERCIAL COPYWRITER/EDITOR/PRODUCER/DIRECTOR
01.2002 - 01.2005
CHARTER MEDIADenton, USA
REGIONAL PRODUCTION SUPERVISOR
06.1997 - 09.2001
KCCI TV-8 (CBS AFFILIATE)Des Moines, USA
OVERNIGHT VIDEO PROJECTIONIST
01.1997 - 01.1998
Education
Iowa State UniversityAmes, IA
Bachelor of Science from Journalism And Mass Communication
Metropolitan State University of DenverDenver, CO
Finance from Post graduate study of Corporate Finance and Management for Entrepreneurs and Small to Mid-Cap businesses
Skills
- Pre-sales engineering
- Proposal and RFP development
- Enterprise account growth
- Technical solution architecture
- Client relationship management
- Customer onboarding and enablement
- AWS and cloud integration
- Media technology expertise
- System monitoring and upgrades
- Process automation and efficiency
- Event engagement and trade shows
- Streaming workflow optimization
- Video codecs and standards
- Streaming protocols and formats
- Digital rights management (DRM)
- Workflow distribution strategies
- Infrastructure virtualization
- Cloud platforms certification
- CRM software proficiency
Accomplishments
- Delivered over $8M in annual sales by designing and presenting complex video processing solutions to Tier 1 MSOs, Telcos, and media networks including Time Warner, Verizon, and T-Mobile.
- Led the largest OTT deployment for the company in the U.S. with Time Warner Cable, managing solution architecture and integration efforts that scaled to millions of end users.
- Improved product efficiency by 40% through the automation of ingest and transcoding workflows, significantly reducing turnaround time and operational costs.
- Reduced system upgrade time by 30% and increased maintenance success rates by implementing optimized upgrade frameworks across AWS, data center, and virtual environments.
- Generated over $2M in pipeline value by delivering targeted product demonstrations, leading technical discovery sessions, and representing the company at industry conferences and trade shows.
Volunteer Experience
- Volunteer at the Food Bank of the Rockies
- Donate blood at the Colorado area blood bank, Vitalant
- Donate and volunteer for Urban Peak (a Denver area organization that works with unhoused children and young adults)
Certification
- AWS Cloud Practitioner
Affiliations
- Volunteer at Food Bank of the Rockies
- Donates Blood at Vitalant
- Donates to Urban Peak, an organization that works with unhoused teens
References
References available upon request.
Software
JIRA
Linux
Microsoft Office
MariaDB
AWS
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Career advancementCompany CulturePersonal development programsHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER SUCCESS MANAGER
IMAX
04.2024 - 05.2025
TECHNICAL SOLUTIONS ENGINEER
SSIMWAVE, INC/IMAX.INC
03.2019 - 04.2024
SENIOR SALES ENGINEER
EDGEWARE, INC.
01.2018 - 03.2019
SENIOR FIELD SERVICES ENGINEER
INEOQUEST / TELESTREAM, INC.
03.2017 - 12.2017
SENIOR SALES ENGINEER
ENVIVIO, INC. / ERICSSON, INC.
05.2012 - 03.2017
DIRECTOR OF BUSINESS DEVELOPMENT
STRATEGIC BIZ DEV
01.2012 - 05.2012
SALES ENGINEER / SOLUTIONS ENGINEER
COMCAST
07.2009 - 09.2011
CORPORATE VIDEO ENGINEER
CHARTER MEDIA
01.2008 - 01.2009
CORPORATE CLIENT SERVICES MANAGER
CHARTER MEDIA
01.2005 - 01.2008
COMMERCIAL COPYWRITER/EDITOR/PRODUCER/DIRECTOR
THE MILLER AGENCY INC.
01.2002 - 01.2005
REGIONAL PRODUCTION SUPERVISOR
CHARTER MEDIA
06.1997 - 09.2001
OVERNIGHT VIDEO PROJECTIONIST
KCCI TV-8 (CBS AFFILIATE)
01.1997 - 01.1998
Iowa State University
Bachelor of Science from Journalism And Mass Communication
Metropolitan State University of Denver
Finance from Post graduate study of Corporate Finance and Management for Entrepreneurs and Small to Mid-Cap businesses
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