Robby Soffe
Vineyard,UT
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
7
7
years of professional experience
Work History
Customer Success Manager/Integration Specialist
Podium
03.2020 - Current
- Managed a portfolio of key accounts anywhere from 50-100+ locations under one account, maintaining strong relationships and ensuring high levels of satisfaction.
- Led customers with onboarding and product setup to foster successful adoption and usage.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Have ongoing meetings with enterprise customers and clients to answer any questions and train on the product to make sure they are getting their full potential.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Facilitate Zoom meetings with customers, onboarding managers, IT developers to set-up connections and walk customer through how to use and test properly
Technical Software/Support Engineer
Weave
03.2019 - 03.2020
- Lead training sessions with new hires and department meetings over zoom with new hires and continued training
- Respond to support tickets and resolve complex customer challenges
- Initiate remote sessions onto workstations and servers to remediate and troubleshoot customer software misconfigurations
- Guide Weave engineering team through bugs and development issues
- Utilize Salesforce, Zendesk, Talkdesk, and Nice in Contact to correlate and collect data.
Network Engineer/Technician
Custom Home Control
03.2017 - 03.2019
- Configured and deployed large high-end residential local area networks, including heatmaps, surveys, and site plans
- Lead installations and Level 1 programming in Lutron lighting, RTI, pulse8
- Performed troubleshooting programs to identify IP address conflicts and other configuration duties
- Programmed software for IoT devices and control systems for lighting and home automation
- Utilized TCP/IP, RS232, direct connect through cat5/6 to act as a main hub for device communication.
Education
CONTINUED EDUCATION - Computer Science
University of California, Riverside
Riverside, CASkills
- Proficient in the following Software: Salesforce, Zendesk, Postman, Zapier, Pritunl, Google Suite, Slack, Zoom, Talkdesk and more
- Leading/managing a team of people
- Great documentation and communication
- Independent and team player
- Trustworthy and punctual
- Electronics functions Windows/Mac OS
- Configuring routers and firewall
- Wireless site survey
- Setup: VLAN, WAN, LAN, Antivirus
- Maintenance: VLAN, WAN, LAN, Antivirus
- Access point deployment TCP/IP and RS232 Protocol
- Presenting and communication in both laymen's and technical terms
- Remote into customers servers to set-up integration and make sure to pull proper data
- Helped customers route their sales leads from website into Podium
- Client Relations
- Customer Account Management
- Business Development
- Strategic Planning
- Strategic Communications
- Customer Service
- Records Management
- Revenue Growth
- Schedule Management
- Account Management
- CRM Software
- Customer Retention
- Customer Relations
- Key Accounts Development
Timeline
Customer Success Manager/Integration Specialist
Podium
03.2020 - Current
Technical Software/Support Engineer
Weave
03.2019 - 03.2020
Network Engineer/Technician
Custom Home Control
03.2017 - 03.2019
CONTINUED EDUCATION - Computer Science
University of California, Riverside
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