Jonathan Timbas
Boston,MA
Summary
Dynamic Technical Implementation Manager with a proven track record at Zoominfo, enhancing client satisfaction through expert deployment of CRM integrations and exceptional problem resolution. Skilled in Salesforce and cross-functional collaboration, I spearheaded initiatives that significantly improved product adoption and customer support, leading to a substantial increase in platinum client engagement.
Overview
8
8
years of professional experience
Work History
Technical Implementation Manager II
Zoominfo
Waltham, USA
09.2024 - Current
- Works as a member of the Zoominfo Implementation team providing hands-on guidance and support to clients during the implementation of Zoominfo products within the client's internal systems
- Maintains a clear understanding of application integrations within CRM/MAT environments particularly for Salesforce, Marketo, HubSpot, Eloqua, Microsoft Dynamics, Zoominfo platform, and available solutions
- Engage in clear dialog with clients to customize the Zoominfo integration ensuring the solution aligns with the client's business needs
- Deploys strong troubleshooting skills to diagnose and resolve any technical issue with the integrations or solutions
- Identify, catalog, and escalate any product defects and or insufficiencies to the Zoominfo Product Development and Engineering teams for immediate remediation
- Train, coach, and collaborate, and troubleshoot with others within the organization (namely Sales, Client Support, QA Engineering, and Product Management departments)
- Hold high-level technical discussions on topics such as email protocols, OAuth setup, API, Data transformations, CRM workflows, and process creation with both internal and external stakeholders
- Assist in creating technical 'how-to' documents when necessary
- Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of the customer
Customer Solutions Analyst II - Platinum
Zoominfo
Waltham, USA
04.2022 - 08.2024
- Serves as the voice of the customer by providing day to day technical support for the growing Zooming customer base
- Including both incident management and providing workflow recommendations to ensure Zoominfo clients get the most out of the Zoominfo platform
- Works with Zoominfo clients and delivers exceptional customer experiences through friendly, efficient accurate service, and quick resolution of customer incidents and inquiries through email, live chat and over the phone
- Responsible for providing exceptional customer support to Zoominfo's platinum clients who are part of Zoominfo tiered customer support initiative, which started in August of 2022 with 60 platinum clients and now has over 500 platinum clients
- Performs weekly case trend analysis for Zoominfo platinum clients and provides recommendations to the client's Customer Success Manager
- Document best practices and other useful information to better enable Zoominfo clients through our online support tools
- Learns third-party products and their integrations to educate and guide Zoominfo clients on usage and product adoption
- Trains new hires on best customer support practices and how to support Zoominfo clients through email, live chat and over the phone via shadow sessions and training
Customer Solutions Analyst I
Zoominfo
Waltham, USA
12.2020 - 04.2022
- Support the Onboarding and Account Management teams by providing customer education, training, and issue resolution
- Document best practices and other useful information to better enable our customers through our online support tools
- Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal
- Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services
- Educate and guide customers on product usage and adoption
- Provide Tier 1 and 2 support to customers
- Provide triage and escalation management to engineering teams for issues that can't be resolved by tier 1 or 2 support
Account Manager
'47 Brand
Westwood, USA
01.2017 - 01.2020
- Managed domestic and overseas order logistics for headwear and apparel while overseeing a budget of over $6M per year
- Leveraged B2B website operations by setting up customer accounts, educating clients on usage, and being liaison for all inquiries
- Supported and guided four outside sales representatives in managing their account lists to develop efficiencies for better workflow
- Accelerated additional business opportunities for the sales team by repurposing available inventory and customer order history
- Build strong relationships with small- and large-account buyers to expand robust business pipeline
Foundation Room Sales Manager
House of Blues Boston|LiveNation New England
Boston, USA
01.2017 - 01.2020
- Spearheaded sales of new memberships to corporations and individuals
- Negotiated and closed deals with prospective members while developing long-term relationships to maximize growth
- Surpassed sales goals, leading to $100K annually in additional revenue
- Implemented targeted sales strategies, including market research, cold-calling, and consultative selling to prospect leads and grow new business
- Devised strategies for the sale of memberships to specific markets by evaluating changes in all industries; deployed membership options to meet members' needs and upsold them
Education
Bachelor of Science - Sports Management
Springfield College
Springfield, MA05-2006
Skills
- Customer Support
- Problem resolution
- Teamwork
- Microsoft Office
- Google Suite
- Salesforce
- Smartsheet
- Slack
- Account Management
- Renewal Management
- Program Management
- Product Management
- Compliance Operations
- Escalation Management
- Relationship Building
- Cross-Functional Collaboration
- Communication skills
- Interpersonal skills
- Time Management
- Organization
- Motivation
Timeline
Technical Implementation Manager II
Zoominfo
09.2024 - Current
Customer Solutions Analyst II - Platinum
Zoominfo
04.2022 - 08.2024
Customer Solutions Analyst I
Zoominfo
12.2020 - 04.2022
Account Manager
'47 Brand
01.2017 - 01.2020
Foundation Room Sales Manager
House of Blues Boston|LiveNation New England
01.2017 - 01.2020
Bachelor of Science - Sports Management
Springfield College