Michael Smith
Customer Success Engineer
Chicago,IL
Summary
Entrepreneurial professional with excellent business acumen and proven track record of driving technical sales and strategic initiatives. Friendly and outgoing with natural ability to build key relationships through communication, customer advocacy, and negotiation skills. Technical Account Manager with more than 10 years of hands-on experience in software development and web technologies to support enterprise 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.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Technical Account Manager
Tanium
Chicago, IL
06.2020 - Current
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- 0% churn rate of assigned assigned accounts
- Over $1 million dollars of NACV from upselling and account maturity
Solutions Architect Enterprise
Amazon Web Services Inc
Irvine, CA
03.2019 - 06.2020
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Collaborated with upper management to drive strategy and implement new processes.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from cloud-solutions
- Assisted in acquisition of customers worth over 5 million dollars in NACV
Customer Success Specialist
City Staffing/Comcast Business
Homewood, IL
10.2017 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Organized new customer community meetup to create space for collaboration and information sharing
- Identified sales opportunities assessing environment and devising and implementing winning strategy.
- Increased sales by 25% by implementing new way to track customer satisfaction and retention
Technologist
US Army Reserve
Chicago, IL
12.2009 - 01.2016
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided management oversight and operational control of assigned programs valued at $2 Million Dollars.
- Performed supplier risk evaluations and supported regulatory inspections.
Cloud Systems Engineer
US Army Directorate of Information Management
Fayetteville, NC
08.2006 - 09.2009
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
- Used metrics to monitor application and infrastructure performance.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Education
Bachelor of Science - Information Systems Management, Information Systems
Lewis University
Romeoville, IL 08.2018 - 05.2019
Skills
Project Coordinationundefined
Accomplishments
- Amazon Web Services Developer - Associate
- CompTIA Linux+ CompTIA
- Amazon Web Services SysOps -Associate
- Amazon Web Services Solutions Architect - Associate
Timeline
Technical Account Manager
Tanium
06.2020 - Current
Solutions Architect Enterprise
Amazon Web Services Inc
03.2019 - 06.2020
Bachelor of Science - Information Systems Management, Information Systems
Lewis University
08.2018 - 05.2019
Customer Success Specialist
City Staffing/Comcast Business
10.2017 - 11.2018
Technologist
US Army Reserve
12.2009 - 01.2016
Cloud Systems Engineer
US Army Directorate of Information Management
08.2006 - 09.2009
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