Miranda Sarmiento
Eastlake,OH
Summary
Senior technical account manager with over 12 years in SaaS and enterprise software, specializing in product adoption and client retention. Achieved a 50% increase in client retention through strategic initiatives. Expert in aligning technical solutions with business objectives, facilitating communication between engineering teams and C-level executives. Recognized as Employee of the Year for outstanding technical excellence and customer advocacy.
Overview
11
11
years of professional experience
Work History
Technical Account Manager
Zixi LLC
01.2025 - 03.2026
- Led the management of 6+ enterprise accounts, increasing client satisfaction by implementing tailored software solutions.
- Cultivated client relationships by identifying technical needs and delivering tailored solutions.
- Facilitated technical workshops, introducing new product features that led to a 30% increase in adoption rates.
- Coordinated with cross-functional teams to expedite resolution of client support tickets, reducing resolution time by 30%.
- Delivered technical training sessions to clients, enhancing their software utilization and understanding.
- Conducted QBR, gathering feedback and ensuring an average satisfaction rating of 4.9 out of 5.
- Exhibit tenacity and creativity in problem solving with a proven record of innovating profitable solutions to seemingly impossible business problems; able to bring order and efficiency to chaotic environments.
- Demonstrated self-direction and a results-driven approach while leading the team to enhance organizational efficiency through strong planning, analytical, and problem-solving skills.
Technical Account Manager
Frequency Network
09.2022 - 01.2025
- Spearheaded integration projects across major clients, successfully incorporating cloud computing strategies and reducing implementation time by 30%.
- Developed robust account management strategies leading to a 50% increase in client retention rate.
- Identified upsell opportunities with sales team, contributing to 28% YoY revenue increase from account upgrades.
- Drove a product management initiative resulting in the successful launch of 3 new software products, expanding our SaaS offerings and increasing revenue by 30%.
- Improved customer satisfaction rating from 80% to 95% through personalized client engagement strategies.
- Executed large-scale deployments of enterprise software, enhancing client satisfaction.
Sr. Technical Account Manager
Amagi Corporation
05.2022 - 09.2022
- Lead the successful adoption of Amagi products (channel creation, content distribution, CTV advertising) at various organizations, guiding them through the strategic and technical facets of their transformation journey.
- Led implementation and adoption of new products (client software upgrades, platforms, apps, mobile, web portal, cloud playout, OTT, QAM VOD, IPVOD, SVOD, AVOD) for accounts, including managing bug fixes and configuration changes.
- Acted as the strategic technical point of contact for customers, fostering strong relationships through proactive communication aligned with customer initiatives.
- Provided regular reporting (weekly, monthly, quarterly) to each assigned client, ensuring transparency and alignment on progress.
Technical Account Manager
TiVo Corporation
05.2020 - 05.2022
- Acted as subject matter expert for 8 accounts, overseeing operations, product configurations, and roadmaps while representing client interests within TiVo.
- Facilitated implementation and adoption of new products (client software upgrades, platforms, apps, mobile, web portal, QAM VOD, IPVOD, billing migrations, multi-language translations) and managed bug fixes and configuration changes for my accounts.
- Solely responsible for researching, testing, documenting, and implementing a change in the way our Operators are preparing TiVo boxes for software deployments which saved them time and money for each install.
- Represented TAM team for Client Software, attending weekly core meetings to communicate account deployments and maintain Confluence pages for each software release.
Metadata Support Engineer
TiVo Corporation
12.2016 - 05.2020
- Prepared daily/weekly/quarterly metadata customer reports; designed 28 new reports and revamped 60+ for C-level executives and enterprise customers to enhance data visibility.
- Highly experienced in managing ticketing systems, conducting research, replicating issues, performing root cause analysis, and delivering feedback on enterprise product issues reported by field professionals and customers, consistently meeting 100% of SLA targets.
- Acted as primary liaison to resolve critical client challenges and complex technical issues.
- Monitoring and mining massive amounts of entertainment data while ensuring uniform data across multiple systems.
- Installed/configured operating systems, configured servers, and worked on the development and implementation of new process and procedures to increase quality and efficiency of customer service; proven track record of continually increasing efficiency and customer satisfaction; 2019 increase of 86%.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Managed support page by creating FAQs and KB articles, ensuring access to documentation and software downloads for new versions of TiVo metadata extracts.
Software Support Engineer/Instructor
World Fuel Services
12.2014 - 11.2016
- Installed and implemented client/server solutions using SQL Server Express or SQL Server Management Studio, enhancing functionality of TotalFBO software package at client sites.
- Researched, replicated, and performed root cause analysis on product issues reported by field professionals and customers, providing actionable feedback within SLA time frame.
- Provided custom training to clients on-site and via interactive and engaging web-conferencing.
- Developed and delivered 20+ customized four-hour workshops to 100+ participants focusing on organization's immediate productivity needs.
- Wrote and published clear software release notes for new modules and updates, ensuring users understood enhancements and changes.
- Specialized in all levels of database training: Access application design, data normalization, table, query, form, report, macro, and module (VBA) design. Also trained Lotus Notes database customization and usage for large multinational corporations.
Education
Computer Information Systems - Miami, OK
Northeastern Oklahoma A&M College
Miami, OK01-2018
Business Administration - Worthington, MN
Minnesota West Community College
Worthington, MN01-2012
Skills
- Customer management and success
- Client onboarding
- Product and project management
- Agile and Scrum methodologies
- Cloud computing solutions
- RESTful API integration
- SQL proficiency
- Salesforce expertise
- Cloud architecture (AWS/Azure/GCP)
- Deployment strategies
- Issue resolution and problem solving
- Documentation standards
- Team collaboration
- Cross-functional collaboration
Professional Achievements
- Employee of the Year (Chopstick's Award), Tivo/Xperi Corporation, 2017
Timeline
Technical Account Manager
Zixi LLC
01.2025 - 03.2026
Technical Account Manager
Frequency Network
09.2022 - 01.2025
Sr. Technical Account Manager
Amagi Corporation
05.2022 - 09.2022
Technical Account Manager
TiVo Corporation
05.2020 - 05.2022
Metadata Support Engineer
TiVo Corporation
12.2016 - 05.2020
Software Support Engineer/Instructor
World Fuel Services
12.2014 - 11.2016
Computer Information Systems - Miami, OK
Northeastern Oklahoma A&M College
Business Administration - Worthington, MN
Minnesota West Community College