Fabian Robles
Forney,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Imperva, Inc
05.2022 - Current
- Drive product adoption and customer retention via periodic touch points and reactive engagements using the Scaled engagement model
- Leverage voice of the customer programs such as NPS to drive action based on customer feedback
- Represent the voice of the customer across Imperva, managing customer surveys, sharing insights and customer stories, and defining feature requests
- Work with internal stakeholders including Support, Engineering, Product Management and Sales to advocate customer needs, drive product usage and identify growth opportunities
- Maintain in-depth understanding of company technology, products, and services
- Collect customer success stories which can be used in customer reference programs.
Technical Account Manager
Imperva, Inc
10.2012 - 05.2022
- Support the Imperva on-premise security product deployments for assigned accounts
- Primary, single point-of-contact for assigned accounts
- Kept customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests and current news from the field on the latest security trends and developments as well as product release notes
- Performed quarterly systems health checks and service reviews
- Become a champion by accelerating case closures or increasing visibility on pain points with their deployments
- Work with customers, partners, customer account teams and other internal Imperva teams to reach timely resolutions
- Create and deepen customer relationships by performing on-site customer visits
- Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture
- Assess the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments
Sr. Security Operations Engineer
Imperva, Inc
01.2017 - 10.2021
- Led the web application and database security teams for global cloud-based data center environments
- Improved sales processes and regulatory compliance, transitioned from professional services engagements, consultation on deployment designs, ongoing administration, support, threat analysis and threat mitigation
- Streamlined business and technical processes and operations, improve documentation and information resources
Security Operations Engineer
Imperva, Inc
04.2012 - 01.2017
- Managed security in a cloud-based data center environment, focusing on web application, database, and unstructured file security
- Provided administration, support, threat analysis and incident remediation
- Defended against malicious activity 'in the wild', zero day threats, and evolving APTs
- Streamlined business and technical processes and operations, improving documentation and information resources
- Consulted and provided remote assistance for large scale enterprise deployment of data center security
Education
Bachelor of Science - Information Systems And Cybersecurity
ITT Technical Institute
Richardson, TX06.2014
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Relationship Management
- Customer Retention
- Client Relations
- Customer Advocacy
- Proficient in Gainsight
- Teamwork and Collaboration
- Problem Resolution
- Technical Proficiency
Timeline
Customer Success Manager
Imperva, Inc
05.2022 - Current
Sr. Security Operations Engineer
Imperva, Inc
01.2017 - 10.2021
Technical Account Manager
Imperva, Inc
10.2012 - 05.2022
Security Operations Engineer
Imperva, Inc
04.2012 - 01.2017
Bachelor of Science - Information Systems And Cybersecurity
ITT Technical Institute
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