Conor Bauer
Product Manager II
Glassboro,NJ
Summary
Experienced Technical Professional with many years in Technical Architecture, Customer Success, and Product. Possess a strong technical foundation, enabling me to bridge the gap between customer needs and product development. Skilled in translating complex requirements into actionable engineering epics. I am passionate about innovation and eager to leverage my technical expertise and customer insights in a Technical Product Management role. My goal is to contribute to product excellence and organizational growth by guiding product development and enhancing user experiences.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Product Manager II
Pantheon
01.2023 - Current
- Implemented a new Domain Validation procedure to prevent domain hijacking
- Implemented Rate Limiting at the platform level to prevent DDoS attacks from affecting the entire platform from falling over
- Played a key role in swapping a new routing layer in on our platform
- Used past customer insights to reduce customer pain and help shape engineering to customer needs
- Worked cross functionally between different engineering squads, customer success teams to ensure the rollout of new features were successful
Customer Success Architect
Pantheon
10.2022 - 01.2023
- Worked with many Pantheon's top Strategic customers to problem solve complex technical application and platform related issues
- Worked cross-functionally with Engineering and Product teams at Pantheon to work on or improve products based on customer feedback
- Stakeholder in many company initiatives to improve application experience across the board at Pantheon
Senior Technical Customer Success Manager
Pantheon
06.2021 - 10.2022
- Monitored metrics and developed actionable insights to improve efficiency and performance on client applications.
- Played instrumental role in client satisfaction by working cross functionally with Pantheon teams for proper resolution of technical issues.
- Created Playbooks/Documentation for other CSMs to use
- Trained/Mentored new CSMs
- Worked alongside some of Pantheon's largest clients to solve complex technical issues.
Customer Success Manager
Pantheon
12.2019 - 01.2021
Technical Support Manager
Eastern Standard
12.2017 - 12.2019
- Coached employees through day-to-day work and complex technical issues on a variety of hosts (Acquia, Pantheon, Rackspace, AWS, GCP)
- Monitored employee and customer interactions to assess quality of service.
- Defined clear targets and objectives and communicated to other team members and clients.
- Implemented quality assurance practices for support practices.
- Maintained financial accuracy over the support business unit.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Tracked KPIs and created continuous improvement plans.
Application Support Developer
Eastern Standard
07.2016 - 12.2017
- Worked with a large customer base providing 24/7 application and hosting support on a variety of hosts/CMS's
- Interacted with clients to resolve issues and answer CMS/Hosting related questions.
- Developed Solutions on many different types of hosting platforms (Pantheon, Acquia, Rackspace, etc.)
- Authored and deployed code fixes and enhancements to client applications.
- Translated technical concepts and information into terms parties could easily comprehend.
Education
Bachelor of Science - Web Development
The Art Institute of Philadelphia
Philadelphia, PA 01.2013 - 01.2016
Skills
Team Building
Cross Team Collaboration
Training and Mentoring
Technical Product Management
Timeline
Product Manager II
Pantheon
01.2023 - Current
Customer Success Architect
Pantheon
10.2022 - 01.2023
Senior Technical Customer Success Manager
Pantheon
06.2021 - 10.2022
Customer Success Manager
Pantheon
12.2019 - 01.2021
Technical Support Manager
Eastern Standard
12.2017 - 12.2019
Application Support Developer
Eastern Standard
07.2016 - 12.2017
Bachelor of Science - Web Development
The Art Institute of Philadelphia
01.2013 - 01.2016
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