Randolph Raboy
Senior Solutions Engineer
New York,NY
Summary
As a dedicated Solutions Engineer with over nine years of expertise in the SaaS industry and a lifelong passion for learning, I’m driven to take on new challenges that fuel my growth and broaden my impact in the technology space. My core strengths include digital strategy, application support, data analytics, integrations, technical presales, and solutions consultancy. With a strong background in SaaS, eCommerce, marketing technology, and the online reviews space, I pride myself on consistently delivering exceptional client service while fostering a collaborative and innovative team culture wherever I am.
Overview
10
10
years of professional experience
Work History
Senior Solutions Engineer
Trustpilot
12.2022 - Current
- Inaugural member of Trustpilot's North American Solutions engineering team. Since the launch of this strategic initiative in late 2022, we've helped enable more effective evaluations and validation of our solutions, leading to improved client satisfaction, increased product adoption, and decreased churn in both our SMB and Enterprise business segments.
- Support our North American SMB & Enterprise commercial teams by delivering high-energy, personalized product demonstrations in which I help articulate & showcase Trustpilot's advanced product offerings to key stakeholders throughout the sales cycle.
- Lead a targeted discovery process to gain an intimate understanding of the technical and functional needs as well as expertly identifying customer pain points and aligning solutions to their business goals,showcasing a customer-centric approach across diverse industry landscapes.
- Maintain an in-depth working knowledge of the Trustpilot product suite and industry-specific best practices.
- Achieved strong year-over-year results, generating over a cumulative $1.5 million USD in Assisted Annual Contract Value (ACV) through Solutions Consultant contributions during my tenure.
- Monthly Average of $95,000 in Assisted Annual Contract Value (ACV) through Solutions Consultant contributions contributions during my tenure.
- Lead and execute proof of concept product trials, resulting in an average 45% conversion rate throughout my time in the role.
- Conduct internal training sessions with commercial and sales enablement teams in an effort to help account executives further excel by developing their working knowledge of the product and Trustpilot's various third-party integrations.
Senior Implementation Manager
Trustpilot
10.2020 - 12.2022
- Worked directly with our sales leadership team to spearhead the launch of our free trial initiative in late 2020 which has contributed to over $1.3 Million in additional ACV since its inception.
- Inaugural member of Trustpilot's "Voice of the Customer" program which serves to bridge the knowledge-sharing gap between our customer success department and Collaborated closely with product teams to identify and prioritize high-impact feature requests, driving product enhancements based on customer insights and feedback trends.
- Implementation lead for the launch of our U.S. self service upgrade model that consisted of over 1100 North American based SMB clients. As a result of the launch initiatives initial success, this self service upgrade implementation led model was ultimately introduced across all regions within Trustpilot's jurisdiction.
- Developed standard operating procedures for the daily standard operation of of our U.S Self-service customer success team which consisted of myself and two associated customer success managers.
- Recorded, edited, and starred in our self-service new user webinars
- Assisted in the hiring process, helping our management team interview potential new customer success and Implementation employees.
Implementation Manager
Trustpilot
08.2018 - 10.2020
Implementation Manager
ClickPay
08.2016 - 08.2018
- Managed product implementations on behalf of North Americas leading billing & payment software for property management companies, HOA's, REIT's and their residents.
- Responsible for overseeing all Teamwork CRM project management software platform templates and admin duties on behalf of the implementation team.
- Developed & maintained our support documentation repository which was utilized by both internal and external stakeholders.
- Worked with stakeholders to developed and maintain detailed implementation project agendas for product onboarding and adoption. The average implementation period was 45-60 days and consisted of multiple stakeholders.
- Administered Quality Assurance Testing for both online payment portal and physical lockbox check processing services.
- Worked alongside the client success management team to provide post-implementation customer support and troubleshooting assistance to a portfolio of over 40 personally managed property management companies.
Implementation Manager
InnRoad
02.2015 - 06.2016
- Developed detailed custom agendas for the development and execution of hotel property management system setup
- Worked with clients to obtain due diligence documentation and assisted hotel properties onboard onto online credit card processing Platforms
- (First Data / TSYS)
- Assisted with the migration of booking/historical data from previous PMS providers into the InnRoad product
- Assisted hotel properties get onboarded onto online GDS/OTA networks
- Provided in-depth team training and support to Hoteliers and their staff.
Skills
Solution Selling
Software as a Service (SaaS)
Technical Presales
REST APIs
HTML
JSON
Javascript
Salesforce
Hubspot
Shopify
Wordpress
Zendesk
Affiliations
Member - July 2023
PreSales Collective
Timeline
Senior Solutions Engineer
Trustpilot
12.2022 - Current
Senior Implementation Manager
Trustpilot
10.2020 - 12.2022
Implementation Manager
Trustpilot
08.2018 - 10.2020
Implementation Manager
ClickPay
08.2016 - 08.2018
Implementation Manager
InnRoad
02.2015 - 06.2016
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