Ryan Ma
Oxnard,CA
Summary
Successful WalkMe Engineer offering 7 years of experience in demanding environments focused on producing cutting-edge WalkMe solutions for digital adoption. Skilled in directing development with creative and performance-oriented approach with proven history of exceptional account retention. Well-organized and customer-focused with proven skills in project management and team leadership.
Overview
7
7
years of professional experience
Work History
Technical Account Manager
WalkMe
04.2022 - Current
- Drive strategic technical direction to plan and advise on WalkMe solutions and enhancements for customers’ business needs, as well proactively mitigate risks.
- Act as product expert and advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
Software Engineer
WalkMe
08.2021 - 04.2022
- Manage and resolving 3-10 dev tickets per day to decrease overall ticket count by 10%.
- Oversaw migration of legacy code to useable, modern code in React and Vanilla JS.
WalkMe Solution Engineer Lead
WalkMe
02.2018 - 08.2021
- Hire and train team of Solution Engineers and Jr Solution Engineers who went on to become subject matter experts in specific CRM platforms.
- Actively manage 5-8 projects at any given time, owning full post-sale business cycle for Mid-Market to Strategic clients to establish best solutions and maintain client relationship.
- Interface cross-functionally to develop and embed best practices for customer implementation methodology.
- Spearheaded new QA methodology which enabled customers to QA their own content and increased Solution Engineer task completion by 25%.
- Acted as international internal liaison and trainer for Australia and Japan teams, reducing internal support queries leading to faster project go-live time by 20% in APAC region.
WalkMe Solution Engineer
WalkMe
08.2016 - 02.2018
- Master all WalkMe features to apply best practices in defining custom solutions for external, HRM, and CRM platforms including Salesforce, Workday, SAP Successfactors.
- Established and assisted in nurturing customer relationships as well account retention/renewals.
- Established deep understanding of customers’ sites and business objectives to implement efficient WalkMe solutions that address customer needs and pain points.
- Worked with multiple internal organizations to bridge gaps in Salesforce objects (opportunities, tasks, etc.) associated with SE productivity.
- Developed new hire training curriculum and led training sessions leading to 33% reduction in new hire training time.
Education
Bachelor of Arts - Computer Science, Molecular And Cell Biology
UC Berkeley
Berkeley05.2016
Skills
- Building and Testing with WalkMe
- JS Frameworks: Vanilla JS, React
- Markup Languages: HTML, CSS
- RDMS Development and SQL
- Other technical languages: Python, jQuery
- CRM and HRM platforms
Personal Projects
FoodTracker - Built an application using Swift (iOS) with a table tracking and 5-star rating system.
Gratigin - Technology Officer and Operations Manager of a social media brand, responsible for setting up and securing the website.
NFT iPhone Background Creator - Built website using Javascript to create a Phone background based on the user's NFT
Timeline
Technical Account Manager
WalkMe
04.2022 - Current
Software Engineer
WalkMe
08.2021 - 04.2022
WalkMe Solution Engineer Lead
WalkMe
02.2018 - 08.2021
WalkMe Solution Engineer
WalkMe
08.2016 - 02.2018
Bachelor of Arts - Computer Science, Molecular And Cell Biology
UC Berkeley
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