Brandon Garcia
San Antonio,TX
Summary
Technical Account Manager with more than 7 years of hands-on experience in cloud technologies to support enterprise and high risk accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources. Strong communicator who can both establish and rebuild client relationships. Passionate about quality work and exceptional results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Account Manager II
Rackspace
12.2017 - 10.2019
- Establish relationships with SMB, Mid-Market, and ENT level clients while understanding their business models and challenges.
- Perform regular cadence calls as well as quarterly business reviews.
- Oversee and help manage client projects from launch to completion.
- Handle customer and internal escalations 24/7.
- Generate NPS reports and internal service reviews for SLT on all accounts, as well as assist team members in keeping response rates at or above 30%.
- Work with various sales teams in order to identify and capitalize on potential revenue and growth opportunities, while keeping churn under 2.5% and maintain month over month growth of 4.5%.
- Developed and implemented product marketing plans to reach target customers.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Visit clients onsite quarterly, or as needed to help build and strengthen client and vendor relationships.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Continue education through technical and business trainings both internal and externally.
- Provide Fanatical support at th highest level for both customers and fellow Rackers.
Sr Customer Relationship Manager
Capture Rx
06.2017 - 12.2017
- Establish and maintain relationships with a set account base.
- Perform regular account reviews to ensure compliance within the 340B program.
- Handle any incoming requests and escalations on client’s behalf.
- Perform quarterly onsite customer visits or as needed.
- Identify potential growth opportunities for accounts and capture additional revenue with appropriate upsell opportunities.
- Generate reports and presentations for SLT.
- Follow industry news and trends in order to best advise clients on any major legal or procedural industry changes.
- Created training guides and in-person and online training courses to improve customer user experience in Capture Rx 340B application environment.
Senior Account Executive
Assembla Inc
08.2016 - 05.2017
- Promoted company offerings to specific customers with targeted and disciplined approach.
- Fight churn by negotiating with customers prior to leaving.
- Rebuild relationships with install base accounts.
- Networked at major gaming conferences and functions pertaining to game development in order strengthen existing relationships and prospect new opportunities.
- Analyzed data to discover trends, informing market strategies and objectives.
- Set and monitored sales targets and identified potential customers.
- Prepared forecasts to gain understanding of measures needed to grow business.
- Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
- Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
- Attend on site client visits to perform account reviews and gain understanding of each client’s needs to better support them.
- Prepared documentation, finalized sales and maintained records.
- Collaborated with marketing analyst to devise strategies for lead generation, ad campaigns, and growth.
Technical Account Manager II
Rackspace Hosting
09.2012 - 08.2016
- Establish relationships and grow accounts with high spend customers within unmanaged cloud business segment.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Perform monthly account reviews to ensure proper environment architecture and address any ongoing issues or future implementation needs, as well as uncover potential business opportunities with C levels and down.
- Facilitate conversations with appropriate teams internally on client’s behalf when needed.
- Monitor and help remediate major service issues or outages.
- Work to analyze, meet, and improve Net Promoter Scores across entire account base as NPS champion.
- Schedule and facilitate on site visits with customer at either Rackspace or their place of business
- Identified and proposed upsell and renewal opportunities and communicated value proposition to high spend customers.
- Create and deliver quarterly state of the business presentations to SLT.
- Meet monthly goals around interactions, customer visits, quota, customer satisfaction, and technical trainings.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Tracked sales data for analysis and forecasting.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Team lead for a pilot team of technical account managers with a high spend customer base.
- Provide Fanatical Support to clients and fellow Rackers on a day to day basis.
Education
BBA - Cyber Security
The University of Texas At San Antonio
San Antonio, TX12.2022
High School Diploma -
Smithson Valley High School
Spring Branch, TX2003
Skills
- Account Management
- Document Organization
- Customer Needs Assessments
- Revenue Growth
- Team Member Development
- Information Updates
- Post incident Reviews
- Business Communication
- Customer Satisfaction
- Pre-Sales Support
- Customer Engagement Strategies
- Strong Technical Acumen
- AWS Cloud
- Open Cloud
- Cyber Security
Certification
ITIL® Foundation Certificate in IT Service Management
License 2837279 - Certification Date: Oct 2015 – Present
Timeline
Technical Account Manager II
Rackspace
12.2017 - 10.2019
Sr Customer Relationship Manager
Capture Rx
06.2017 - 12.2017
Senior Account Executive
Assembla Inc
08.2016 - 05.2017
Technical Account Manager II
Rackspace Hosting
09.2012 - 08.2016
BBA - Cyber Security
The University of Texas At San Antonio
High School Diploma -
Smithson Valley High School
ITIL® Foundation Certificate in IT Service Management
License 2837279 - Certification Date: Oct 2015 – Present
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